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Mwave Coronavirus COVID-19 Update

18 March 2020

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Latest updated on 09 July 2021

 

In this time of uncertainty with the Coronavirus (COVID-19) we want to ensure that the health and safety of our customers and staff is of the highest priority. We have therefore implemented some changes to our trading to alleviate the risk of the virus spreading, however we anticipate operating as best as we can given the circumstances to fulfill and despatch orders as quickly as possible.

 

We appreciate your patience and understanding during this time. If you have any feedback feel free to email at [email protected]

 

 

 

Showroom (Pickups & Warranty Drop Offs)

Mwave’s Showroom is closed from 5PM Friday 09 July 2021 
 
Order pickups (Click & Collect) will be available outside at our warehouse entry/roller-door. 
 
Warranty Returns and Pickup services will be available at our warehouse entry/roller-door.

 

COVID-19 procedures include but are not limited to:
• Social Distancing floor markers (1.5M distance)
• Cashless Payments (EFTPOS & Credit Card ONLY)

• Customers are required to wear face masks when visiting Mwave

• Customers are required to check-in using the signposted NSW Government QR-Code when visiting Mwave

• Customers must follow the most up-to-date NSW Health Guidelines as listed here - https://www.nsw.gov.au/covid-19

 

Delivery

We are still open and delivering nationwide and to New Zealand. Due to the high volume of orders, as well as COVID-19 management plan/procedures, there will be some delay in the processing of orders. We have allocated additional resources to address this unprecedented demand every working day to ensure orders are dispatched within a few business days.

 

Please be aware that order deliveries may take longer than usual - Australia Post and StarTrack are also experiencing delays during this demanding time.

 

 

 

 

Phone & Online Chat

To effectively overcome the situation of a very high volume of enquiries and work from home queries, our phone support has been shifted to online chat, email and/or online job tickets.

 

• For order & sales enquiries, please email [email protected] or submit a job ticket

• For corporate enquiries, please email [email protected] or submit a job ticket

• For warranty, refunds & returns, submit a job ticket here

 

Online Job Tickets

We are experiencing a very high volume of job tickets. Please allow 2-3 business days for the initial response to job tickets.

 


 

FAQ
Latest Updated on 09 July 2021

General Sales Enquiry

 

Can I still order from Mwave? 

Yes, you can still order from Mwave for delivery Australia + NZ wide & pick up at our warehouse (Unit B1, 3-29 Birnie Avenue Lidcombe NSW 2141). Starting 5PM July 9, 2021, Mwave Showroom will close. Please note, because of an increase in demand, the order processing/delivery time may be longer than usual. 

 

I’ve started working from home. What is the quickest way to get a new PC?

The quickest way would be to purchase an “in stock at Mwave” ready to go PC from Mwave: Workstations, Gaming PCs, Home and Business PCs , Apple iMac and MacBooks

 

I want to get my products/orders as fast as possible, what can you recommend?

If you are wanting to get your order as fast as possible, we recommend 

1) only purchasing items that are listed as ‘in-stock at Mwave’ instead of ‘in-stock at Supplier’

2) use credit card or PayPal as your payment method 

 

How can I contact Mwave?

Due to a large increase in orders and enquiries, we have temporarily disabled phone support. We recommend that you either email or submit an online job ticket.

 

How long does it take to process orders?

Due to high demand and rush, our process times are delayed by a few business days compared to usual. We have made arrangements (such as working overtime and more) to work through the sudden increase in demand, to speed up the process as much as possible.

 

I live in a different state (eg. WA), can I still order online from MWAVE?

Yes, there are currently no restrictions for interstate delivery. We still deliver nationwide. Please note, because of an increase in demand, the order process/delivery time may be longer than usual.

 

I’ve received a tracking number for my order but had no update since then, where’s my shipment?

Due to the high demand of orders, processing and dispatching of orders may take a while. If you’ve received your tracking number, it means your order is currently dispatched and awaiting courier pick up.

 

Showroom & Pick Up

Do I need to wear a face mask when visiting Mwave?

• Customers are required to wear face masks when visiting Mwave to help reduce the risk of COVID-19 exposure.

 

Is your showroom still open?

• Mwave’s showroom is closed starting 5PM Friday, July 9, 2021.
• Click & Collect and warranty services will remain at our warehouse entry/roller-door.

 

Can I make my pickup order an Express Pickup to get within an hour?

Sorry, this service is also temporarily unavailable. 

 

Is visiting Mwave safe?

We are implementing precautions to reduce the risk of COVID-19 exposure. These include but are not limited to:
 

COVID-19 procedures include but are not limited to:
• Social Distancing floor markers (1.5M distance)
• Cashless Payments (EFTPOS & Credit Card ONLY)

• Customers are required to wear face masks when visiting Mwave

• Customers are required to check-in using the signposted NSW Government QR-Code when visiting Mwave

• Customers must follow the most up-to-date NSW Health Guidelines as listed here - https://www.nsw.gov.au/covid-19

 

 

 
We ask that if you are not feeling well, please avoid travelling to Mwave.

 

Warranty, Returns & Refunds

How long does it take for refunds?

Our refunds are still being processed within 3-5 days.

 

Can I still return products for warranty?

Yes, you may return products for warranty via Post or via drop-off at our warehouse entry/roller-door.

Please also be aware that there may be delays in warranty processing due to COVID-19 affecting the supply chain. Any dead-on-arrival (DOA) claims will be prioritized. You can begin the warranty/returns process here

 

Custom Build PCs

Can I bring in my new or used PC parts to be added into my Mwave PC order?

Unfortunately due to the risk of COVID19 we are no longer allowing customers to bring in their new or used parts to be installed in their Mwave Custom PC order

 

What is the best way to get an ETA for my current PC order?

For the most accurate ETA advice please submit an online Job ticket via your Mwave account. These enquiries will be filtered to our professional tech team who oversee the assembly and stress testing of your new PC.

 

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