Question 1

Do you offer installation services?

Accepted Answer

Yes. Our sister company Xprogroup Security provides professional installation in Sydney metro. All technicians are licensed (NSW Security Licence) and insured. Book an installation at checkout.

Question 2

How much does shipping cost?

Accepted Answer

Standard shipping is $9.95 Australia-wide. Orders over $199 qualify for free standard shipping. Express shipping is $24.95 (1–3 business days). Next business day delivery is available in Sydney metro for $39.95.

Question 3

What is your returns policy?

Accepted Answer

We offer a 30-day return policy for unopened items in original packaging. Change-of-mind returns incur a 15% restocking fee. Faulty products are replaced or refunded at no cost under Australian Consumer Law. See our returns policy.

Question 4

Are products genuine and Australian-warranted?

Accepted Answer

Yes. All products are sourced from authorised Australian distributors and carry full Australian manufacturer warranties. We do not sell grey-market or parallel-import products.

Question 5

How do I place an order?

Accepted Answer

Browse our catalogue, add products to your cart, and proceed to checkout. You can pay with Visa, Mastercard, American Express, PayPal, Afterpay, or ZIP. No account is required, but creating one lets you track orders and save addresses.

Question 6

Do you sell refurbished items?

Accepted Answer

No. We only sell brand-new, factory-sealed products. Every item comes with full manufacturer warranty.

Question 7

Can I install security cameras myself?

Accepted Answer

Yes, many of our products are suitable for DIY installation. IP cameras use standard ethernet cables (Cat5e or Cat6) and can be powered via PoE — no electrician needed. We include installation guides and have video tutorials on our blog.

Question 8

How do I make a warranty claim?

Accepted Answer

Contact us with your order number and a description of the issue. For most brands, we handle the warranty process directly — you won't need to contact the manufacturer. Turnaround is typically 5–10 business days.

Question 9

How long does delivery take?

Accepted Answer

Standard delivery: 3–7 business days. Express: 1–3 business days. Next business day: available for Sydney metro orders placed before 2pm AEST. Rural and remote areas may take an additional 2–3 days.

Question 10

Can I modify or cancel an order after placing it?

Accepted Answer

If your order hasn't shipped, contact us within 2 hours at support@alarmexpert.com.au and we'll do our best to modify or cancel it. Once shipped, you'll need to use our returns process.

Question 11

Can you help me choose the right security system?

Accepted Answer

Absolutely. Contact our team via phone (1300 252 763), email, or live chat. We'll ask about your property size, coverage needs, and budget to recommend the right cameras, recorder, and accessories. We also have a system builder tool.

Question 12

Do you offer bulk or trade pricing?

Accepted Answer

Yes. We offer tiered bulk pricing on most products (5+ units) and dedicated trade accounts for licensed security installers with net-30 payment terms. Apply for a trade account from your account dashboard.

Question 13

Do you ship to PO boxes or rural areas?

Accepted Answer

We ship to most Australian addresses including PO boxes (via Australia Post) and rural/remote areas. Delivery times may be longer for remote postcodes. We also ship to New Zealand and Canada — see our shipping policy for international rates.

Question 14

What cabling do I need for IP cameras?

Accepted Answer

Cat5e is sufficient for most IP cameras (up to 100m runs). For 4K cameras or longer runs, we recommend Cat6 or Cat6A. Outdoor runs should use outdoor-rated UV-resistant cable. We stock pre-made and bulk cable options.

Question 15

What if my product arrives damaged?

Accepted Answer

Report damage within 48 hours of delivery with photos of the packaging and product. We'll arrange a free replacement or full refund. Do not discard the packaging until the claim is resolved.

Question 16

Do I need council approval for CCTV?

Accepted Answer

Generally no council approval is needed for residential CCTV. However, you must not record areas beyond your property boundary (neighbours' yards, public footpaths with audio). Each state has different surveillance laws — see our guide: Australian CCTV laws explained.

Question 17

Can I track my order?

Accepted Answer

Yes. Once your order ships, you'll receive a tracking number by email. You can also track your order from your account dashboard or our order tracking page.

Question 18

Is GST included in prices?

Accepted Answer

Yes. All prices on our website are in Australian dollars (AUD) and include GST. A tax invoice is included with every order and available for download from your account.

Question 19

Do cameras work with existing systems?

Accepted Answer

Most IP cameras support ONVIF (Open Network Video Interface Forum), which means they can work with NVRs from different brands. Use our compatibility checker on any product page to verify. Analogue cameras are not compatible with IP/network NVRs.

Question 20

Do you offer extended warranties?

Accepted Answer

We don't sell extended warranties separately. However, many products come with multi-year manufacturer warranties (e.g. Hikvision 3 years, Bosch 2 years). Register your product via our warranty registration page to activate.

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