Frequently Asked Questions (FAQ)

Company/Business Related Questions
Where can I find your company contact details?
Where is your company located?

Guarantees
Where are your products manufactured and are they genuine brands?
What guarantee do I have that your products will work?
I have been told never to use third party products with my equipment, what guarantee do I have that your products won’t damage my equipment?

Payment Related Questions
What currency are your prices listed in?
What payment methods do you accept?
I’m wary of using my credit on the Internet. How can I be sure your website is safe and my credit card details can't be misused?

Postage Related Questions
How much will it cost me for postage?
How long will it take for my purchase to arrive?
I want to visit your office and personally pick up my order. Do you allow pick-ups?
Where will my order be sent from?

Product Returns
What if I order the wrong product accidentally, receive a faulty product, or am not 100% happy with the product I've received?
Who will pay for return postage costs if I need to return an item?
If I return a product to be refunded how much of my money will be refunded?
If I need to return a product, how long will it take for my return to be processed?

Wholesale Account Questions
We’re a business interested in reselling your products. Do you wholesale to retailers such as us?
Is there a minimum purchase that is required from wholesale clients?
We are only a small business; it isn’t feasible for us to hold stock. Do you offer drop-shipping services whereby you would send products directly to our clients as we place orders?

General Product Related Questions
What types of products do you sell?
I am looking for a product not listed on your website. Would you be able to find this product for me?

Order Related Questions
My order hasn’t arrived yet, how can I trace it or check the status?

Battery Charger Questions and Troubleshooting
I plan on travelling. Will your battery chargers work using overseas power outlets?
Do your chargers include both a wall cord and car kit?
How do I know when my battery is fully charged?
When I insert my flat battery the charger light stays green indicating a full charge, is there something wrong with my charger?
When I plug my charger into power no light comes on at all. Is there something wrong with my charger?
My charger only has two contact points and my battery has three contact points, is this correct?
My battery won't fit into the charger, how do I get my battery to fit?
How long does it take to fully charge my battery?
When my battery is fully charged will the charger switch to trickle charge so as not to damage the battery?

Battery Questions and Troubleshooting
My current battery is 3.6v, 7.2v, or 14.4v and yours is listed as 3.7v, 7.4v, or 14.8v. Is it okay to use your battery in my device without causing damage?
The mAh rating on my battery is less than the listed mAh rating on your battery. What does this mean?
How many hours will your battery last in my device before it needs to be recharged?
Is your battery the same size as my original battery?
How can I be sure your battery is compatible with my device?
The battery I received doesn't fit into my device, how do I get it to fit?
The battery I received fits my device but it won't power the device on at all, is my battery faulty?
The battery I received fits my device and powers it on however a moment after powering on the device I receive an error message and the device shuts down. Is this normal?
The battery I received fits my device and powers it on however a moment after powering on the device I receive an error message saying “Use InfoLithium”, “Battery too hot”, or another similar message and the device shuts down. What do I do?
Despite fully charging the battery I am only getting a fraction of the power of my original battery, is my battery faulty?
Using my original battery my device displays the remaining time in minutes on the LCD screen. However using your battery the device doesn't provide any remaining time information, is there a fault in the battery?

AC Adapter Questions and Troubleshooting
When I plug my AC Adapter into my device it won't charge my battery or power on my device at all, is the AC Adapter faulty?

Company/Business Related Questions (Top of page)

Where can I find your company contact details? (Top of page)

Please click contact us for all of our company contact details.

Where is your company located? (Top of page)

Our head office is located in Melbourne, Australia.

Guarantees (Top of page)

Where are your products manufactured and are they genuine brands? (Top of page)

All of our products are manufactured in Shenzhen, China. As a city Shenzhen produces the majority of the worlds electronic goods, including Apple’s iPod, Macbook, and other products.

We don't sell genuine brand products. All of the products we sell are replacements for the original brand products.

The specific manufacturer we have chosen in Shenzhen also manufactures for the largest professional photographic and videography retailer in New York City, as well as several of the largest battery and charger distributors in the Unites States.

What guarantee do I have that your products will work? (Top of page)

We provide a 395 Day (13 Month) 100% Money Back Guarantee on all of our products. If you’re not happy with your purchase, for whatever reason, you may return it anytime within 13 months for a full refund, no questions asked!

I have been told never to use third party products with my equipment, what guarantee do I have that your products won’t damage my equipment? (Top of page)

We provide a Damage Free Guarantee - If any of our products cause damage to your equipment while used under normal operating conditions we will repair or replace your damaged equipment up to the value of $10,000.

Payment Related Questions (Top of page)

What currency are your prices listed in? (Top of page)

All prices on our website are listed in Australian Dollars (AUD). If you use a credit card to pay for your order and your credit card is not denoted in AUD your financial institution will convert the total amount to your currency automatically.

What payment methods do you accept? (Top of page)

We accept Visa/Mastercard, PayPal, and Bank Transfer or cash deposit. If you wish to use a payment method not listed please click contact us.

I’m wary of using my credit on the Internet. How can I be sure your website is safe and my credit card details can't be misused? (Top of page)

Our website is secured by high-grade RC4 128 bit encryption, the same level of encryption used by websites such as PayPal, Amazon, and all the major banks. The encrypted credit card information is then passed through and billed using our merchant account with the National Australia Bank (NAB). None of your credit card information is stored on our server so we cannot see your credit card details. In effect using our website to purchase products online is safer than purchasing from a retail store or over the phone, where your card details are processed in exactly the same way however they are liable to being seen and exploited by an employee (When you purchase something at a retail store not only is your physical card seen and handled but the data is encrypted in the same way as online and sent via telephone lines or the Internet for processing).

Postage Related Questions (Top of page)

How much will it cost me for postage? (Top of page)

You can calculate postage costs on any product(s) by adding the products you are looking to buy to your shopping cart. Once you have added all the products you wish to buy to your cart, under Calculate Shipping Rates, choose your country and enter your state and postal code information then press recalculate. From the drop down menu you will be able to see postage options and pricing.

How long will it take for my purchase to arrive? (Top of page)

All priority orders within Australia willarrive within 1-2 working days of purchase. For all other orders expected delivery time is 7-14 days.

I want to visit your office and personally pick up my order. Do you allow pick-ups? (Top of page)

As we don't operate a retail storefront we don't allow pick-ups. We offer priority next day delivery Australia wide to ensure you receive your order as quickly as possible.

Where will my order be sent from? (Top of page)

Depending on the priority of your order your purchase will arrive from Melbourne, Sydney, or Hong Kong.

Product Returns (Top of page)

What if I order the wrong product accidentally, receive a faulty product, or am not 100% happy with the product I've received? (Top of page)

Please click contact us to arrange a return if the item has already been sent and a refund or exchange of the product purchased.

Who will pay for return postage costs if I need to return an item? (Top of page)

As a customer we never expect you to pay for something you can’t use, that doesn’t work, or you simply don’t want. We have a reply paid address to which all returns are sent meaning you don’t have to pay a single cent to return any product to us for refund or exchange. To use our reply paid service you will need to obtain a Return Merchandise Authority (RMA) number by clicking here to contact us.

If I return a product to be refunded how much of my money will be refunded? (Top of page)

All of your money paid (Including original shipping and handling costs )will be refunded. We have a 100% refund policy and do not keep any of your money.

If I need to return a product, how long will it take for my return to be processed? (Top of page)

As soon as your return is received it will be processed the same day and a refund or exchange processed immediately. All items replaced with exchange will be delivered as per our normal delivery schedule.

Wholesale Account Questions (Top of page)

We’re a business interested in reselling your products. Do you wholesale to retailers such as us? (Top of page)

Yes. Please contact us with your enquiry including company name, contact first and last name, address, phone number, and a brief paragraph on where and how you plan to retail our products. You can click to contact us.

Is there a minimum purchase that is required from wholesale clients? (Top of page)

After your wholesale application is submitted and reviewed we will determine the minimum order requirements.

We are only a small business; it isn’t feasible for us to hold stock. Doyou offer drop-shipping services whereby you would send products directly to our clients as we place orders? (Top of page)

Yes, we offer a drop-shipping service to Australian retailers and can send orders directly to your client, plain label or with your company information and advertising material. For information on our drop-shipping services please apply for a wholesale account by contacting us with your enquiry including company name, contact first and last name, address, phone number, and a brief paragraph on where and how you plan to retail our products. You can contact us with your enquiry by clicking here.

General Product Related Questions (Top of page)

What types of products do you sell? (Top of page)

We sell replacement batteries, chargers, and AC Adapters.

I am looking for a product not listed on your website. Would you be able to find this product for me? (Top of page)

We can attempt to track down any battery, charger, or AC Adapter for you. Please click to contact us.

Order Related Questions (Top of page)

My order hasn’t arrived yet, how can I trace it or check the status? (Top of page)

You can track your package online by visiting the My Account link at the top of this page. You will be asked to log in. Once logged in you can follow the links to track the status of your order. If online tracking does not show the location of your order please click to contact us.

Battery Charger Questions and Troubleshooting (Top of page)

I plan on travelling. Will your battery chargers work using overseas power outlets? (Top of page)

Yes. All of our products are rated at 100-240V meaning you can use our products in any country worldwide. All of our products ship with an Australian standard plug. If you wish to use our products overseas all that you will need is a plug adapter to convert the Australian standard prongs to the country of your choice.

Do your chargers include both a wall cord and car kit? (Top of page)

Unlike most of the major brands all of our battery chargers come with both a wall cord, for charging through your standard wall power socket, and a car kit, for charging through your cars cigarette lighter socket. This means the one compact unit can be used at home or on the road without the need to purchase any further parts.

How do I know when my battery is fully charged? (Top of page)

Our chargers are fitted with a simple lighting system to let you know how your battery is progressing as it is charged.

A green light with no battery inserted signals power to the charger.

A red light indicates a flat battery that is being charged.

An orange light indicates a partly charged battery that is still being charged.

And finally a green light with the battery inserted indicates a fully charged battery.

When I insert my flat battery the charger light stays green indicating a full charge, is there something wrong with my charger? (Top of page)

Work through each step below to attempt to resolve the problem

1. The first step is to make sure that the contact points on the charger are making contact with the contact points on the battery.

Generally there are two metal contact points on the charger and three on the battery.  The two metal contact points of the charger should be making good contact with two of the metal contact points on the battery when the battery is inserted properly.

2. If you have a spare completely discharged or partly discharged spare battery place this into the charger to see if the light changes to red or orange.

3. If possible, attempt to charge the battery through your device or original battery charger.

If you are able to charge your battery through your device or original battery charger this indicates you have received a faulty charger. If you are unable to charge your battery through your device or original charger your battery is faulty.

4. If you have tried the steps above without success please click to contact us to arrange a return for exchange or refund.

When I plug my charger into power no light comes on at all. Is there something wrong with my charger? (Top of page)

Work through each step below to attempt to resolve the problem

1. Remove any battery you have in the charger and plug the charger into your wall socket. Make sure to plug the charger into a wall socket that has been tested with another device and is working. If in doubt try several sockets.

2. If you have a car, using the car kit provided, plug the charger into your cars cigarette lighter while the car is running.

3. If you have tried the steps above without success please click to contact us to arrange a return for exchange or refund.

My charger only has two contact points and my battery has three contact points, is this correct? (Top of page)

Your battery has a positive (+), a negative (-), and a neutral contact point. To successfully charge the battery power needs to be transmitted through the positive and negative contact points only. It is perfectly normal for there to be no contact between our charger and your batteries neutral contact point.

My battery won't fit into the charger, how do I get my battery to fit? (Top of page)

Work through each step below to attempt to resolve the problem

1. The charger should have two metal contact points. These two metal contact points need to be touching only two of the metal contact points on your battery.

Without placing the battery in the charger align and rotate the battery so that if placed in the charger, the two metal contact points of the charger would be touching two of the metal contact points on the battery. There should only be one way that makes this possible.

2. Once you know which way the battery is to be inserted by following step one place the battery into the charger, and give a gentle push to insert the battery fully.

3. If you have tried the steps above without success please click to contact us to arrange a return for exchange or refund.

How long does it take to fully charge my battery? (Top of page)

The most accurate way to know how long it will take for your battery to reach full capacity is to use the free Battery Charge Time Calculator

To use the calculator you will need only two variables. The first variable is the capacity of the battery you wish to charge in mAh. This can be found by looking on the back of your battery. Most battery capacities are expressed in mAh however some original Sony batteries use the Wh measurement. If you have a battery where the capacity is expressed in Wh you can use read an article that shows you how to convert Wh to mAh before using the Charge Time Calculator.

The second variable needed is the output of the charger expressed in mA. This can be found by looking at the back of the battery charger.

Then you simply hit calculate and the charge time will be automatically calculated for you.

When my battery is fully charged will the charger switch to trickle charge so as not to damage the battery?(Top of page)

All of our chargers detect when your battery is fully charged and will switch to trickle charge automatically. Trickle charge ensures the battery remains fully charged by putting a very minimal amount of charge into the battery as power is lost. This ensures your batteries aren't damaged by overcharging.

Battery Questions and Troubleshooting (Top of page)

My current battery is 3.6v, 7.2v, or 14.4v and yours is listed as 3.7v, 7.4v, or 14.8v. Is it okay to use your battery in my device without causing damage? (Top of page)

The short answer is (within the voltages listed above), yes.

The reason for the difference is that the voltage printed on a battery is the “nominal” voltage, which is for naming purposes only. The batteries actual voltage fluctuates slightly depending on the state of charge of the cell.

Some manufacturers label one Lithium Ion cell as 3.6v while others label one Lithium Ion cell as 3.7v, even though they are in fact the exact same type of cell.

When more than one cell is used to compose a single battery, as is the case with any Lithium Ion battery rated at over 3.6v/3.7v, this small difference is multiplied. As such a two cell battery might be labelled 7.2v or 7.4v depending on the manufacturer, and so it keeps going.

If there is a difference of under 0.5v in your current battery and a spare battery for your device the battery will not damage your equipment in any way.

The mAh rating on my battery is less than the listed mAh rating on your battery. What does this mean? (Top of page)

Milliampere-hour, abbreviated as mAh, is the common measurement of a batteries capacity.

The higher the mAh rating (i.e the higer the number in front of mAh) the longer the battery will power your device without needing to be recharged.

What the mAh rating actually means is that the battery can provide the rated amount of mA for a period of one hour.

Therefore knowing this, it is possible to calculate approximately how long the battery should last in your device before needing the recharged.

As an example if you have a device that uses 200mA power per hour, and you have a battery rated at 1000mAh for this device, this battery should power your device for 5 hours (1000/200=5).

In short, all you really need to know is that the higher the mAh rating the more power your battery will have.

How many hours will your battery last in my device before it needs to be recharged? (Top of page)

The most accurate way to tell how long a battery will last in your device, if you know roughly how long your current battery lasts before needing to be recharged, is to compare the capacity of your current battery with the battery you are looking to purchase.

For example if your current battery is rated at 800mAh and lasts around one hour before needing to be recharged, and if the battery you are looking to buy is rated at 1600mAh you can accurately calculate that the new battery should last for 2 hours, because it has double the capacity (1600/800=2).

Because most devices have multiple power settings, and can be used in multiple ways that consume more or less power, most of the manufacturers recommended recording times are not accurate.

The most accurate way is to compare your current average time and capacity with a new battery as detailed above.

Is your battery the same size as my original battery? (Top of page)

All of our batteries are manufactured to the same size specifications as the original batteries they replace.

How can I be sure your battery is compatible with my device? (Top of page)

The best way to check compatibility is to search our website with the part number of your original device. Then simply click on the product you are interested in and ensure that your device is listed under the compatible parts.

The battery I received doesn't fit into my device, how do I get it to fit? (Top of page)

Work through each step below to attempt to resolve the problem

1. The battery has three metal contact points that need to be aligned with the three metal contact points on your device. First align the three contact points with the three metal contact points on your device and then insert the battery as instructed in your devices manual, or as your original battery.

2. If you have tried the steps above without success please click to contact us to arrange a return for exchange or refund, and to ensure you are using the correct battery.

The battery I received fits my device but it won't power the device on at all, is my battery faulty? (Top of page)

Work through each step below to attempt to resolve the problem

1. First ensure that the battery is fully charged. Please charge your battery using your AC Adapter or battery charger until charging is indicated as complete.

2. If after a full charge the battery still won’t power on your device try using your original battery. If this fails to power on the device you could have a fault with your device.

3. If you have tried the steps above without success please click to contact us to arrange a return for exchange or refund, and to ensure you are using the correct battery.

The battery I received fits my device and powers it on however a moment after powering on the device I receive an error message saying “Use InfoLithium”, “Battery too hot”, or another similar message and the device shuts down. What do I do? (Top of page)

These error messages are a known issue particularly with new Sony devices. The reason for these messages is a miscommunication between the device and the battery. Most batteries use electronic chips to communicate with the device and when the device can’t read these chips correctly an error message is produced.

Work through each step below to attempt to resolve the problem

1. First ensure that the battery is fully charged. A lack of charge is the most common cause of these error messages. Please charge your battery using your AC Adapter or battery charger until charging is indicated as complete.

2. If after a full charge the battery still won’t power on your device without producing an error message, make a note of the exact error message, the exact model number of your device and click to contact us to arrange a return for exchange or refund.

Despite fully charging the battery I am only getting a fraction of the power of my original battery, is my battery faulty? (Top of page)

If your new battery is lasting considerably less time than your original battery (20-50% less) than it looks like you could have received a faulty product. You will need to please click to contact us to arrange a return for exchange or refund.

Using my original battery my device displays the remaining time in minutes onthe LCD screen. However using your battery the device doesn't provide any remaining time information, is there a fault in the battery? (Top of page)

99% of devices are able to calculate remaining power with our batteries however as new models are released some new models may not be able to communicate with our replacement batteries.

The reason for this is that original brands place electronic chips inside their batteries to communicate with the device and to stop counterfeiting of their products. These electronic chips are increasingly hard to reverse engineer and as such some new models may not have the updated electronic chip to communicate with your device.

There is no fault in the cells of the battery and the battery will still power your device for the correct time however the remaining time calculation function of your device will not show it.

AC Adapter Questions and Troubleshooting (Top of page)

When I plug my AC Adapter into my device it won't charge my battery or power on my device at all, is the AC Adapter faulty? (Top of page)

Remove any battery you have in the device and plug the AC Adapter into your wall socket. Make sure to plug the AC Adapter into a wall socket that has been tested with another device and is working. If in doubt try several sockets.

If the AC Adapter still fails to power on your device please click to contact us to arrange a return for exchange or refund.