Frequently Asked Questions

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.

No, standard shipping rates are offered for all orders.

The average timeframe for these areas are;
Metro areas = 2 – 5 business days
Regional/Country areas = 5 – 10 business days

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.

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.

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.

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.

Please refer to the ETA on the part. NOTE: This is an estimated time of arrival at our warehouse.

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.

If you have a Fujitsu Credit Account, please contact our Credits Department 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.

Yes, deliveries require a signature. But with current situation with COVID-19 means there will be contactless deliveries.

All parts that are sold come with a 3 month parts only warranty except compressors which are covered by 12 month part only warranty. Labour to refit the replacement part is not covered by the warranty.

Email [email protected] and provide the order number and reason for return. Return policy updated here.

Parts that are returned to us that are not required by the purchaser may be returned provided they are not used, the original packaging is not opened and if applicable the security seal is not broken. Parts that are returned that are not required may incur a restocking fee of $20 and only items that have received written approval including an RMA number will be processed by our facility. The freight for the return items that are no longer required is to be covered by the purchaser. Parts that are purchased through the warranty process will not incur a restocking fee and freight will be covered by Fujitsu General.

Email [email protected] and provide the order number with photos of the damage part inside and outside of the box.

Email [email protected] if it never arrived with your order number.

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.

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.

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.

After a warranty repair is completed and if you are a Fujitsu Warranty Agent, you can email your warranty claim invoice to [email protected].

Search the model number and if a manual is available you can download it.

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].

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.