Frequently Asked Questions

Account
How to update address?
If you have a Fujitsu Credit Account, please contact us by email - [email protected]. If you do not have a Fujitsu Credit account you can log into your account, then go to your account profile and update your address.
Why are there addresses in address book which I can not edit?
If you have a Fujitsu Credit Account, we have displayed addresses you have associated with your account from our database. These are controlled addresses which you are entitled to ship to. If you would like to change and edit them, please contact us by email - [email protected]. If you do not have a Fujitsu Credit account you can log into your account, then go to your account profile and update your address.
How to update password?
Log into your account, then go to your account profile and update your password.
How do I know my credit limit?
Please contact us by email - [email protected].
Products/Ordering
I am not finding the product I need?
If you have selected Warranty Order and entered your model, you can only select from a list of parts associated with your model. If there is a part associated with another model then you can not add this to the same order. You will need to create a separate Warranty Order if you have a different model you are also repairing. If you can not find the part but it is in the Service Manual then please continue to place your order if you have other parts and then Email [email protected] or call 04 568 8761 with the order number and provide the part number you are missing and we can manually add it to your order if we verify this is valid.
Can I expedite shipping?
No, standard shipping rates are offered for all orders.
How do I know when my order will arrive before I purchase?
The average timeframe for these areas are;
Metro areas = 2 – 5 business days
Regional/Country areas = 5 – 10 business days
Backordered Parts
Backorder means we don’t have stock currently but there is stock arriving so you can still place your order and we will fulfill your order when stock arrives.
ETA’s
This is an estimated time of arrival at our warehouse. Parts will still need to be dispatched and transit time will need to be added.
After Purchase
What is the status of my shipment?
Pending: An order has been created. Order completed at checkout.
Processing: An order is received and parts are being allocated to the order
Shipped: The entire order has been marked as shipped.
Partially Shipped: At least one item in the order has been marked as shipped.
I didn't get an email confirmation?
Please check your order history to confirm you have placed the order. Check your Junk or SPAM folders in your email client. If it’s a company email, check with your IT admin if the email is blocked.
When will my backorder products be delivered?
Please refer to the ETA on the part. NOTE: This is an estimated time of arrival at our warehouse.
How to update my order after submitted?
Email [email protected] to notify Fujitsu customer services team of the update to your order and provide your order number. Once you have received a ticket number for your email, please call 04 568 8761 to notify them of your email and confirmation of the order update if it can be changed at that point in time. Please note, this process does not guarantee we can update your order. Orders are processed and automated by the system then sent for dispatch.
Can I change my ship to address?
If you have a Fujitsu Credit Account, please contact us by email - [email protected] If you do not have a Fujitsu Credit account you can log into your account, then go to your account profile and update your address.
Can you require a shipment to have signature?
Yes, deliveries require a signature. But with current situation with COVID-19 means there will be contactless deliveries.
How do I return a product?
Email [email protected] and provide the order number and reason for return. Return policy updated here.
What if a shipment contained a product that was broken?
Email [email protected] and provide the order number with photos of the damage part inside and outside of the box.
What if a shipment order never arrived?
Email [email protected] if it never arrived with your order number.
What if I ordered the wrong part?
Email [email protected] to notify them of the update to your order and provide your order number. Once you have received a ticket number for your email, please call 04 568 8761 to notify them of your email and confirmation of the order changes.
How to track shipment?
Tracking is provided after the item is shipped, please check order history to locate your order and check the tracking within the order. If the item is on backorder, there will be an ETA for when the part is available.
Why didn't I receive my full order?
Please check your order history and see if some parts are on backorder.
There is a possibility the parts are lost in transit. Please check the tracking number to see where the order is.
Submitting a warranty claim if you are a Fujitsu warranty agent.
After a warranty repair is completed and if you are a Fujitsu Warranty Agent, you can email your warranty claim invoice to [email protected].
Other
Where can I find manuals?
Search the model number and if a manual is available you can download it.
How do I know my warranty claim status?
The Fujitsu General Warranty Agents Service Agreement will outline how long it will take to process your warranty claim and make payment. If its past this period, please email [email protected].
How do I know if my product is still under warranty?
Check the customers proof of purchase from the store they have purchased it from. Other types of proof of purchase include: credit or debit card statement, a lay-by agreement, a receipt or reference number given for phone or internet payments.