Will you build my custom PC for me?

Yes we will! You can either build from one of our recommended Customisable Systems templates, or add our PCCG Custom System Assembly Service to your cart along with your desired components, and we will assemble and test the system for you.

Are you able to customize a PCCG Gaming System?

Yes, simply navigate to Customisable Systems under PCCG Gaming PCs, and you can customise one of our recommended system templates to suit your own needs! PCCG Ready to Ship systems are assembled and ready for immediate purchase, as such we are unable to make any changes to the configuration.

Why can't I get my system delivered by Australia Post?

Our system builds are packed very securely to ensure they don't become damaged in transit to you. This extra packaging however means they are outside of the size/weight restrictions of Australia Post and can only be delivered by Startrack or collected from our Rowville warehouse.

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When will my order ship?

In Stock Orders typically ship within 1-2 business days. Please allow an extra day after a public holiday.

Can I get a copy of my tax invoice?

You can download a copy of your tax invoice from the order history section of your account by clicking on Order Details, followed by the Print button in the top right corner.

How do I change or cancel my order?

If you have a made a mistake or changed your mind about your order you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment, an option of ‘Request Change’ or ‘Request Cancellation’ will be available in your order history page if this is the case. Once our warehouse team has begun processing your order, we are unable to make changes or cancel the order.

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How do I know if a product is in stock?

Our level stock indicators are linked directly to our inventory and update in real-time. If a product is listed in stock, then we have at least one physically in stock in our Rowville warehouse. If an item is listed as “Ships in 1-2 days” this means that stock is generally availablefrom the local distributor and we typically can have stock here within 1-2 days.

What payment methods do you accept?

We accept Online Payment using VISA and MasterCard credit cards, PayPal and zipMoney. For In Store Payments, we accept VISA and MasterCard credit cards and EFTPOS cards.

This product is marked - “Sold out, check back later!”. Can you provide an ETA?

No, as this status means we are waiting for an ETA. Once known, the listing will be updated.

Can I place an order or make payment over the phone?

No, all orders need to be placed online, payments must be made online for shipping orders, or in store for store collection orders.

How do store pick up orders work?

Simply place your order online, select store pick up during checkout, and wait for the confirmation email informing that the order is ready for collection. Please note that orders need to be placed online in advance, and stock will only be held for 24 hours (business days).

Can I pay for my order before I pick it up?

No, all orders need to be paid for when collecting the order. Payment options include EFTPOS, credit card and debit card (no cash). If paying by card, please ensure your daily limit will allow for payment to go through.

How do I use my store credit?

Place your order online and select the store credit to be used during checkout. You can make any additional payments at the same time using PayPal or Credit Card

Why can I only pay for selected items with PayPal?

We have had to restrict payment options on some products due to the high amount of attempted credit card fraud.

Do you offer discounts for large orders and businesses?

No, we offer our best possible prices up front online regardless of order size.

Do you accept purchase orders or offer credit terms?

No.

Do you have a showroom?

No, as a predominantly online store we do not have a showroom.

The ETA changed - why?

ETAs are estimates and can change for many reasons - eg supplier delays, shipping delays, wharf/customs delays, etc. Nevertheless, our estimates are usually quite accurate and you will be updated if there are any changes.

Can I pre-order items that are out of stock?

No, but please check back as we usually update the listing to allow pre-orders once an ETA is known.

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What is the difference between the shipping options?

StarTrack and Australia Post eParcel offer similar delivery times to most of Australia. The key differences are that Australia Post can deliver to PO Boxes and that StarTrack may not deliver to some regional areas, and in those instances will use Australia Post to complete those deliveries. Both couriers offer full tracking and signature on delivery service.

My shipping address is wrong, how do I change it?

If you have a made a mistake with your delivery address you can request a change or cancellation provided the order is still in a status of Pending or Awaiting Payment. Once our warehouse team has begun processing the order we are unable to make any changes. PayPal orders must be shipped to the address selected on PayPal.

How long will it take for my order to be delivered?

Express delivery is generally 1-2 business days to capital cities and surrounds. Standard delivery generally takes 2-5 days. Please allow additional time for delivery to regional/remote areas.

My tracking number does not work?

Tracking numbers become active in the evening of the day your order has shipped, usually by 7pm. Once your package is on the way to you, it is common for there to be no further tracking events until the package reaches its destination. For larger orders it may be necessary for our warehouse to pack your order into multiple cartons. These will show under the same tracking number. These will often be delivered at different times and you can use your tracking number to review the progress of any remaining articles.

What if I am not home when the courier attempts delivery?

If no one is available at the delivery address a card will be left and the parcel will be taken to a local post office or courier depot for collection. If the item is not collected within 2 weeks, it will be returned to us and a $16.50 returned to sender fee will apply.

Can you deliver to Parcel Lockers?

Yes, provided the payment method used is PayPal or direct deposit.

What happens if my order goes missing or is damaged in transit?

In the unlikely event that this happens, we will lodge an inquiry with the courier who will conduct a thorough search and provide a response generally within 4 business days. If the parcel cannot be located we will re-ship your order at no cost to you. If you receive an item that is damaged we will arrange a pre-paid consignment label for the goods to be returned and organise a replacement to be shipped out to you.

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How do I return a faulty item under warranty?

You can apply for a warranty return by logging into your account and going to the Return and Services section. Simply complete the Apply for Warranty form and you will be issued with an RA number and instructions on how to return your item.

How do I return an item because I've changed my mind?

You can apply for a change of mind return by logging into your account and navigating through "Warranty and Returns" to "Apply to return an item". Simply complete the form and return the goods to us within 30 days of receiving them. Please note that a 15% restocking fee may apply for opened products.

We are unable to accept a change of mind return on wearable devices that have been opened, clearance items, special orders, assembled systems or software.

Used or damaged items will not be accepted for return.

I have accidentally damaged a product (eg bent CPU socket pins) - what can you do to help?

Physical damage is generally not covered under the manufacturer warranty but we will try to help you out where we can. Please email support@pccasegear.com with photos of the damage and we can advise what we can do.

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