FAQ

• Our trade opening hours are: Monday to Friday: 9am-6pm 
• Street Address: Digital Home Systems Pty Ltd 17 Northern Rd, Heidelberg West, VIC 3081

We have plenty of on-site parking in our car park, which is located in front of our building.

We have a selection of products from each range in our showroom available to view in person, however due to our extensive range we cannot guarantee a particular product in each colour variation is on display. Our product listings on the website will show each product and variation in the photo gallery for you to view online.

You are welcome to call us prior to coming on 1300 099 283 or drop us an enquiry via office@dhs.com.au if you would like to confirm if a particular product is on display in the showroom.

For all in-stock products, please allow 1 hour from placing your order before collection to allow the order to feed through our system. This will prevent any delays when you arrive.

The orders can be collected during our showroom opening hours.

If the product is displayed as “In Stock”, this product is currently in stock in our warehouse and ready to ship or be collected from our showroom.  If the product is displayed as “Pre-Order”, it is available to purchase now, but will be dispatched at a later date. We will always include an estimated shipping time on pre-order listings. This estimated shipping time should be used as a guide only and may be subject to change. In the event of an extended delay, we will notify you by email. Once the pre-order product is ready, we will ship it out directly to you.

For “Out of Stock” products we recommend that you join the waitlist to be emailed when the product becomes available – you can do this easily on the individual product page. If you require a specific product within a strict timeline, please contact us at office@dhsys.com.au for additional information, or a recommendation on a similar in stock/available product.

We understand that you like to be informed of the status of your order and delivery. Once you place an order online, you will receive an email with your order confirmation. As soon as your product/s are shipped from our warehouse, you will receive an email confirming dispatch. You will also receive a separate email from the courier (TNT, DHL) or our notification (Auspost Regular or Express) with your tracking information.

We use only premium express courier services to deliver your products directly to your door. This ensures your parcel is delivered quickly (usually within 1-3 days on the east coast) as well as safely. The price for shipping is charged directly from our courier providers, and this is calculated based on the product/s you have ordered and your postcode. 

• Auspost Regular: $ 9.50 + GST
• Auspost Express: $ 12.70 + GST

Yes, we deliver Australia wide.

Oh no! We do take extensive care in packaging our products before shipping, however we understand damages may occur in transit. If you have received an order you believe has been damaged, please lodge a Warranty claim here and note “Damaged on arrival” in the Description of the issue. Once we receive your request, our Customer Service and Quality Control teams will assess your case, and one of our friendly staff will contact you within 3 business days to discuss how we can help to resolve the situation.

Once we receive your returned product/s, our team will assess if it’s in its original and saleable condition, and if so, the following processes will occur:

If you requested an exchange, our Customer Service team will contact you within 3 business days to facilitate a new product being sent to you.

If you requested a refund, your refund will then be processed onto your original payment method. Please note depending on your bank, a refund may take 5-10 business days to appear in your account.

Please refer our warranty claim: https://www.digitalhomesystems.com.au/documentation/DHSWarrantyPolicyandProcess03_2017.pdf

Complete and send through an DHS Trade account application form. You will then be notified of your account status within 48 hours of DHS receiving your application.

For legal reasons DHS requires that an online trading application be completed by everyone who trades on https://www.digitalhomesystems.com.au/.

You will then be notified of your account status with 48 hours of DHS receiving your application.

Click here to reset your password. Alternatively, on the DHS login screen, there is a link Forgot your password? Click here, you will then be taken to a screen which requires you to enter your email address, an automatic email with your login details will then be sent to your inbox.

This usually means that we are receiving goods into our warehouse for this product and that we can’t yet give an accurate indication of how many units are in stock. Please call our Hotline 1300 099 283 for further detail.

Please drop us the emails to office@dhsys.com.au