Frequently Asked Questions
ORDERS & PAYMENTS
What payment methods do you accept?
We accept Visa, Mastercard, PayPal, Zip and Humm for online orders. Payment surcharges may apply and will be displayed at checkout.
Can I split payments?
Online orders can only be split when using a Ted’s Gift Card alongside another payment method. We cannot split payments across multiple credit cards, PayPal, Zip or Humm.
Can I cancel my online order?
If your order has not been dispatched, we can cancel and refund it. If it has been dispatched, the item must be returned before a refund can be processed.
Why did I receive multiple parcels?
To get your order to you as quickly as possible, items may ship separately. Tracking details will be sent for each parcel.
What does my order status mean?
Processing - we have received your order
Assigning Stock - Stock is being assigned to your order it has not been dispatched as yet
Awaiting Dispatch - Stock has been dispatched
DELIVERY & CLICK AND COLLECT
What delivery options do you offer?
We offer standard delivery, express post and click and collect. Delivery is available within Australia only.
How long does delivery take?
Standard delivery takes approximately 7 to 12 business days from dispatch. Express delivery takes approximately 3 to 5
business days. Delivery times may vary for rural or remote areas and during peak periods.
Free delivery for Club Ted Members over $500 is sent via Standard Delivery
Can my order be left in a safe place?
Ted’s does not allow authority to leave by default. If a customer requests this through the courier, responsibility for loss or theft
rests with the customer
How does Click and Collect work?
Click and collect orders must be collected by the person named on the order, with valid photo ID. In some cases, the payment card
may also be requested.
Can someone else collect my Click and Collect order?
Partners or direct family members may collect with matching ID such as the same surname or address. Business orders may be collected by an authorised staff member with proof of employment. Please notify us in advance of who will collect the order.
PRODUCT AVAILABILITY & PRICING
What does “Special Order” or “Pre-Order” mean?
These items are not currently in stock. You can place your order as normal and we’ll contact you with an estimated timeframe. All ETAs are estimates only and subject to change.
Do you price match?
We do! We can consider price matching Australian retailers on a case-by-case basis. Price matching is not guaranteed and excludes special orders, pre-orders, bonus items and products under $100. Please reach out and we will see what we can do
Does my local store have stock?
Stock levels shown online are a guide only. For confirmation, contact our online support team or your nearest store
ACCOUNTS, CLUBTED & VOUCHERS
How do I join ClubTed?
You can join ClubTed by clicking the “Join ClubTed” button at the top of the website and completing the sign-up form. Once registered, you’ll receive a welcome email and, where applicable, a welcome voucher
Why isn’t my ClubTed voucher working?
To use a ClubTed voucher, you must be signed into the online account that uses the same email address as your ClubTed membership. Vouchers cannot be used unless you are logged in.
How do I get my birthday voucher?
To receive a birthday voucher, your date of birth must be added to your ClubTed profile. You can update this by clicking the “Update Details” link at the bottom of any ClubTed email. Birthday vouchers are valid for one year and cannot be used with other offers.
What benefits do I get with ClubTed?
ClubTed members receive discounts on selected accessories, a free 16x20 poster, 15 percent off selected printing services, a welcome voucher, a birthday voucher, and free shipping on orders over $500. Club Ted Members get exclusive early access to big sales events
My password isn’t working — what should I do?
We’ve recently upgraded our website to a more secure platform. For security reasons, passwords were not transferred. Click “Forgot your password” on the login page to create a new one. If you need help, contact us via Live Chat or call 1300 768 833.
How do I link my ClubTed account to my online shopping account?
Sign up for your online account using the same email address as your ClubTed membership and tick the “Sign up for ClubTed” box during registration. This will automatically link your accounts. ClubTed benefits apply to online purchases only and do not display in-store order history.
How do I unsubscribe or delete my ClubTed account?
To unsubscribe, click the unsubscribe link at the bottom of any ClubTed email. Unsubscribing removes ClubTed benefits. If you wish to permanently delete your account, please contact our team for assistance.
GIFT CARDS
How do I use a Ted’s Gift Card?
Ted’s Gift Cards can be used online or in-store and may be used as full or partial payment.
How do I check my gift card balance?
You can check your balance online via chat or visit any Ted’s store and our staff will assist you.
My gift card isn’t working — what should I do?
Please email giftcards@teds.com.au with the card number and a photo of the back of the card, or contact us via Live Chat or phone
What if my gift card has expired?
If your gift card has expired, please contact us and we’ll do our best to assist.
Do you accept older Prezzie or VII gift cards?
Older Prezzie and VII gift cards are no longer valid online. Please contact us with a photo of the card so we can help
Can I exchange my gift card for cash?
No gift cards can not be exchanged for cash.
RENTALS & HIRE
What items can I rent?
Most products displaying the renTED logo are available to rent, excluding drones, gimbals, printers, scanners and action cameras. This is powered by Studio 19
What is the minimum rental period and spend?
The minimum rental period is six months, with a minimum spend of $400.
How do I apply for a rental?
Click the renTED option on the product page and follow the prompts.
All rentals are subject to approval by our rental partner (Studio 19)
Do you offer short-term hire?
Yes, short-term hire is available on selected products at Melbourne, Sydney and Brisbane stores. Please see our Hire Page
SERVICES
How long does film processing take?
Film processing generally takes one to two weeks. Same-day processing is available at selected stores. Timeframes may vary during busy periods.
Do you take passport photos?
Yes, including baby passport photos, visa photos and working with children checks. Printed and digital options are available.
TRADE-INS & SECOND HAND
Do you accept trade-ins?
Yes, both in-store and via our postal trade-in service. Trade-in values are subject to inspection and condition.
When will more second-hand stock be available?
Second-hand stock availability varies and cannot be predicted. If an item sells out, a refund or exchange will be offered.
GENERAL
Do you ship internationally?
No, we deliver to Australian addresses only.
What are your support hours?
Live Chat is available 24 hours a day. Our team is available to assist between 10am and 4pm (AEDST) via chat, phone and email.
Outside these hours, Live Chat is supported by our virtual assistant, and messages will be passed to our team for follow-up where required