FAQs

Frequently Asked Questions

Shopping at Fotogenic - eBay and Website Guide

Fotogenic? Never heard of you!

Fotogenic is our business name and our brand name. All our products are marked with the Fotogenic brand. We are trying to build a reputable brand providing our customers with superior quality products for warehouse prices. If you would like to know more about our company please read our about us page.

Update: As of August 2013 we have reached a milestone of serving 12,000 different customers. 

How do I shop at Fotogenic?

There is 3 ways to shop at our store. Our online stores can be found at www.fotogenic.com.au and ebay "fotogenic2008". Our physical store location is Unit 4/105 Derby Street Silverwater, NSW 2128. We can also do purchase orders over the phone at 1300 88 33 32.

Our website will take you to a page where you can easily navigate through our range of products. There is also a working search bar at the top left corner so you can search for the item that you have in mind. Once you have found the item in which you would like to purchase, just proceed to purchase it by clicking “add to cart” button on the item listing. Please contact us if you have any other enquiries on how to purchase our items.

Or you can purchase items online on our fully functional website which includes secure transfer and credit card merchant facilities! We also list a larger range of products on our website.

Do you have a showroom so that I can walk into?

Our physical store location is Unit 4/105 Derby Street Silverwater, NSW 2128. We display majority of our stock here in our own studio. You can see 90% of the items we sell on the website on display here.

Our opening times are:

Weekdays: 10am - 5:00pm

Saturday: 11am - 3pm

Sunday: Closed

All items placed online can be picked up from our store.

Can I get a tax invoice with my purchase for business use?

We can provide a full tax invoice with GST included for all business transaction. If a normal receipt is required please print off the supplied eBay purchase invoice from your eBay transaction. There should be a button allowing you to view and print your invoice straight from eBay. Please contact us if you have anymore more questions regarding this issue. All orders placed on our website, in store and purchase orders will receive a full tax invoice.

Is GST included in the final price?

All prices is GST inclusive.

Do you have telephone support?

Yes you can contact us during business hours at 1300 88 33 32 (10AM to 5:00PM). If you have any inquiries, please contact our customer service at sales@fotogenic.com.au and we will get back to you within 12 business hours.

The advantage to provide customer service through email is that we are able to tracing conversation record with customers. Therefore, we can manage our service better and prevent any misunderstandings.

Signing up to Newsletters:

How do I sign up to your newsletter for new product updates?

At the top right of every listing there is section called “NEWLETTER” where you can click to subscribe to our newsletter. Please select both email newsletter options. You will only be emailed twice a month so we won’t SPAM your email box. It is a very good way to introduce you to our new listed products as well as news updates about our business.

How often do you release new products?

As you probably already know photography is a large market with thousands of products. We are very small in this respect so we have plenty of room to expand. We will be launching new products every 2 months so please sign up to our Newsletter to be updated regularly with our new product range.

Can we order or recommend new products to Fotogenic?

Absolutely! We encourage our customers to do this, so that we can get a better idea of which products to stock. Please send your request to: manager@fotogenic.com.au

Payments:

What payment methods do you accept?

We accept Paypal for all transactions. We prefer to accept payments through bank deposit (information can be found in the checkout process). We can also accept VISA, Mastercard and AMEX through our payment gateway system on eBay or website at: http://www.fotogenic.com.au

How do I checkout with Pay Pal?

PayPal is the easiest, safest and most convenient way of paying. When you click on purchase our item please follow the online instructions on how to check out with PayPal. PayPal and has been set up to talk with our system up to make it the easiest check out option.

I have brought multiple items from you, how do I get the combined postage discount?

When you have purchased multiple items from us please purchase the product as normal, but instead of checking out straight away please send us a message requesting an updated invoice. We will then update the purchase invoice to reflect the postage discounts. This is the ONLY option we have of applying postage discounts to our item.

Postage discounts will be calculated by us, it is better to contact us with your postcode and suburb before purchasing multiple items for us, so that we can calculate the discount for you.

I have sent a Pay Pal eCheque payment how come it takes so long to clear?

PayPay eCheque payment draws money from your cheque or savings account so it takes time for them to draw this money out and then send it to us. Normally the process can take 3-7 days to be completed. It works like a traditional cheque which takes more time to clear than credit card payments. If you have a debit card, it is recommended to to set that up with PayPal for a quicker transaction turnaround.

We only ship your item(s) out once the full cleared payment has been received. You can also double check all these details through your PayPal account by clicking the on the Transaction Details to view the Estimated Clearance Date of your eCheque payment.

Do you accept bank deposit? How long does it take to clear into your account?

Yes! Bank deposit is available. When you purchase your item you can check out and view our bank account details by selecting “Bank Deposit” as your payment method. If you are having troubles locating our bank details please email us.

Bank deposits are usually instant if you bank with NAB. If you are with a different bank the process usually takes 3-5 business days to clear into our bank account. Please leave your eBay ID only as payment reference so that we can easily distinguish your payment from the rest. We only ship your item(s) out once the full cleared payment has been received.

Will I receive a tax invoice or receipt with my purchase?

eBay provides an invoice for each purchase that is made. You can see this by going to your transaction section and locating the “invoice” button in that page. If you require a more personalised invoice for business purchases please email: invoice@fotogenic.com.au

Why can't I check out multiple items?

eBay requires the seller to combine the purchases and apply any postage discounts (if available). Please purchase your items normally and give us some time to update the invoice for you before making payment. We will then email you the new invoice within 8 hours of you purchasing the item.

How long do I have to pay for my item?

You have approx 7 days to pay for your item before we lodge a unpaid item dispute with eBay. You are then given another 7 days before we cancel the transaction totally. (This does not apply for Pre-Order Listings). For purchase orders for large co-operations, government bodies or schools we can do a 30 day credit period for you.

Product information:

How long do the bulbs normally last?

Bulbs normally last or are rated to last from 4000-8000 hours.                                                                                                                        

Can I add additional items/parts to my order?

Yes of course! Please purchase other items normally and we will update the invoice to include any discounts or shipping discounts to your order. Please email us first and tell us about your whole order.

Do muslins automatically come with background stands?

No! If you buy our individual muslins they do not come with a background stand. The pictures display’s them on a background stand (for display purposes only). Please go navigate through our eBay store for package deals including the background stand and muslin!

Shipping:

Do you offer combined postage discounts for multiple items brought?

When you have purchased multiple items from us please purchase the product as normal, but instead of checking out straight away please send us a message requesting an updated invoice. We will then update the purchase invoice to reflect the postage discounts. This is the ONLY option we have of applying postage discounts to our item.

Postage discounts will be calculated by us, it is better to contact us with your postcode and suburb before purchasing multiple items for us, so that we can calculate the discount for you.

Postage charges seem high. How come?

As of September 2013 our new website will charge flat rate shipping for all orders. $10 Metro and $35 rural.

What company do you use for shipping your parcels?

Due to the nature of our products (Heavy and large) we use a number of services for different items. Our range of delivery options include:

Australia Post – eParcel Services.

Courier Services – 3 different couriers service us!

When will I receive my item?

Orders are usually shipped out the next day. If customers don’t advise us in a timely manner of which coloured muslins they want to be sent with their kit, then postage will be delayed.

NSW, VIC and QLD Metro areas – Usually 1-2 days delivery.

NSW, VIC and QLD Country areas – Usually 3-7 days delivery.

W.A, S.A, N.T and TAS Metro areas – 3-9 days delivery.

W.A, S.A, N.T and TAS Country areas – 5-9 days delivery.

Delivery time on Public holidays especially Christmas may be longer.

Can I change my address after purchasing?

Yes! Please do this as soon as possible as we do usually post items out quickly. You can contact us about it.

Can my item be delivered to a P.O Box address?

Some items can and some can’t. Items like paper rolls, vinyl rolls and pantographs are too long so we are unable to offer a PO BOX service for them.It is also better to message us prior to placing your order if you want it to be shipped to a P.O BOX address.

Are my parcels covered by transit insurance?

Yes all parcels are covered by insurance!

Can I track my order?

95% of items sent by us includes a tracking number.

If you have any enquiries about deliveries including finding out your tracking number please emails us at: deliveries@fotogenic.com.au

My item has not arrived in time? What should I do?

Please contact us at: deliveries@fotogenic.com.au if your item has not arrived on time.

Usually (proven by our feedback) postages arrive in a timely matter. If yours doesn’t please contact us and we will sort out the problem for you!

My item is faulty. What should I do?

Please contact us at: warranty@fotogenic.com.au

Public holidays and weekends – No service available.

Posties do not work on weekends or public holidays. Please do not expect deliveries on these dates. We do however accept pickup on Saturdays so please contact us about that.