Processes

Order Process
Once you log your order, it is received automatically by IP Partners. When payment for the device has cleared, IP Partners will then process the order with the relevant distributor. Upon the distributor receiving the order, the device will be manufactured and shipped to the delivery destination. Due to peak and non-peak periods and device manufacturing times, please allow up to 4 weeks turn-around time to receive the device.

Warranty
ACER provides 3 years on-site next business day warranty on the devices offered in this portal for schools that are located within 50km of an ACER service repair centre. For all warranty issues, please return the device to your schools’ IT department who will log a warranty claim on your behalf with ACER. ACER will then send a qualified technician out to the school to attend to the issue, or will arrange for a courier service to collect and return the device if more than 50km from a service repair centre.

Insurance
If you have purchased ACER insurance with your device, please contact ACER on 1300 365 100 for all insurance claims and/or enquiries. IP Partners does not handle insurance claims.

Delivery
Devices will be shipped via registered post with Australia Post. The shipping fee is included in the cost of the device. Devices will be shipped either to the school or directly to you, as decided by the schools’ leadership team. Please contact your school for information on their preferred delivery arrangements.

Back Orders
In the instance that a product is not available from the distributor, it will go on back order. If a part of your order is on back order, we will still ship you the part of the order that is in stock. For example, if you order a device and a bag, we will ship the part of that order that is available straight away. When the item becomes available, we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment.

Returns
You may return defective generic or re-manufactured products for exchange or refund within 30 days after receipt. RMA number is required for all return packages. For all defective OEM products the customer shall file a warranty claim with the Original Equipment Manufacturer (OEM) in accordance with the OEM warranty procedure. All non-defective returns for credit are subject to a 15% restocking fee. The customer will be responsible for return shipping costs.