Frequently Asked Questions

How much does shipping cost?

We offer free shipping Australia-wide on all wall-mounted boards up to 1800x1200mm (excludes interactive and electronic boards) and on selected other products. For all other products we offer competitive flat-rate shipping. Please refer to our Shipping Information page for more information, or proceed to our cart or checkout to calculate shipping costs.

Where do you deliver?

Our delivery network spans the majority of the cities and towns of Australia, however, there are some remote areas of the country where we cannot reach using our network of carriers, or the cost of shipping is too high to absorb. In these cases, our team will get in touch to discuss options, and should none of these be acceptable we are happy to offer a refund.

How long does it take for delivery?

We aim to dispatch all stocked items within 2-4 business days. Delivery time depends on your location and the location of the products you order. It’s possible that we will have your items in stock in a warehouse in your state, in which case you can generally expect delivery within a few days of dispatch if you live in a metro area.

Any of our custom and made-to-order products are manufactured in Brisbane. Lead times for these products are updated on the product page itself.

Can you deliver above ground floor?

Our standard delivery is to the ground floor of the delivery address only. If you require delivery above ground floor, you must choose the Premium Delivery Service or Installation Service during checkout.

What happens if no one’s present when my order arrives?

We require that someone be present to receive and sign for goods on delivery. If no one is there to receive the goods, the delivery will be rescheduled for another day. If the delivery fails too many times, it will be returned to us, and you will be charged for redelivery.

In the case of some large boards sent via standard delivery, we require that someone be present to assist the driver with the unload. This allows us to send large items at low prices, for what would otherwise require an expensive two-man delivery special service.

If you need your order to be delivered and left unattended, please specifically state in the checkout order notes that you give us authority to leave. In these cases, we cannot be held responsible for anything that happens to the goods after delivery, as at that point they are considered handed over to you.

Are your products easy to install?

Yes, most of our products are simple to install and can be performed by someone with minimal practical knowledge or DIY experience. We are only a phone call or email away if you need assistance. You can also watch our installation videos and instructions for a step-by-step walkthrough.

Can you install my products for me?

We do offer an installation service which can be selected at checkout. This service is available in metro areas. If you live in a regional or semi-metro area and the option is not provided to you at checkout, please contact us to enquire whether this can be arranged.

Where can I find assembly/installation instructions?

Products have assembly instructions either provided with it, or you can find a copy on the product page under the ‘Assembly & Documents’ tab. If there are no instructions present and you require assistance, please contact us.

What payment methods do you accept?

We accept all major credit cards, PayPal, and Afterpay.

We offer the ability to pay by invoice. An invoice will be sent to you on checkout completion for you to make payment via direct deposit (please use the invoice number as a reference number) or you can call us to make a credit card payment. Please note, goods will not be shipped until payment is confirmed.

We offer approved Government and Education organisations the ability to pay by Purchase Order. When selecting Purchase Order as your payment method, please add your P.O. Number to the purchase order field. You will then be able to upload a copy of your purchase order on the confirmation page.

What happens once I’ve placed my order online?

You will receive an order confirmation and once your order is processed you will receive an invoice to your nominated email address. You will receive a shipping confirmation with an ETA once your order is dispatched. Please note, depending on the carrier used, you may or may not receive tracking details.

I need to change my order, what do I do?

If you need to change your order immediately after placing it, please contact our customer service team as soon as possible. For orders that have already been processed and shipped, we won’t be able to make any alterations, but please contact us to explore available options.

What should I do if I’m having trouble checking out?

Refresh your browser and try again. Sometimes clearing your browser cookies can solve simple technical issues. If the issue persists, please contact our customer service team.

There’s a problem with my order (missing piece/item or damage)

We’re so sorry your items did not arrive in perfect order! Please contact our customer service team who will be able to organise replacement parts and chase up any missing items.

Which board surface best suits my needs?

Our boards are available in a variety of different writing surfaces to suit various applications and frequency of use. It’s important to choose the correct surface for your task in order to meet your expectations.

Glass Whiteboards are constructed with tempered glass making them 8 times stronger than standard glass. This surface is extremely stain resistant and consequently recommended for heavy use. Due to the durability of this surface these boards come with a lifetime warranty. Their reflective surface makes them not suitable for use with projectors and not ideal for rooms with low, bright lights.

Porcelain boards have a vitreous enamel surface which is highly scratch and stain resistant. Their matte surface makes them excellent for use with projectors and gives them great readability. These boards are recommended for heavy writing use and are ideal for schools, higher education facilities, conference centres, and meeting rooms.

Standard Commercial boards are constructed with multiple layers of painted steel with a baked on white top coat. These surfaces are not as hard as a vitreous enamel finish and therefore may be scratched, and are more likely to stain if ink is left on for long periods. They are a much better quality product than budget melamine whiteboards however, and so are backed with an 8 year warranty. These boards are recommended for moderate use applications.

Projection Porcelain boards are also vitreous enamel but this surface is also embedded with mica crystals to assist in even better viewing when used with projectors. The surface is a matte finish and requires a wet wipe for clean up. As such, these boards are recommended for circumstances where they will be used at least 80% of the time for projection and only 20% for writing use.

How do I best care for my Whiteboard?

  • Firstly, clean your whiteboard thoroughly before first use following the provided instructions.
  • Ensure you use quality whiteboard dry erase markers – not permanent markers or pens.
  • To best look after your board we recommend that you clean the writing surface on a regular basis.
  • Ensure your eraser is clean and dry. They do need to be replaced periodically.
  • To remove permanent marker and some stains, write over them with a dry erase marker, let it dry and then erase. Alcohol based cleaning fluids can also be used for stubborn stains.  DO NOT use abrasive cleaners.
  • The longer ink is left on a whiteboard surface the more likely it is to stain. We recommend not leaving ink on whiteboards for any longer than 24 hours. Whiteboards in sunlight or in line of air conditioners can be more likely to stain.

What is the process for Custom Printed Boards?

We offer a wide range of printed boards and can make custom designs to your specifications. Simply upload any relevant files on the product page such as logos, fonts, designs and images, and provide instructions and text for your design. Please feel free to provide examples or links to boards/designs that are similar to what you are looking for. We will mock up a ‘proof’ for you to confirm or to request any changes and alterations. Once the proof is confirmed, the board will be printed and shipped.

We require a magnetic surface. Which boards are magnetic?

Our economy, standard commercial, porcelain, projection porcelain boards all offer magnetic surfaces.  Some of our glassboards are also magnetic – just contact our sales team to confirm the product you are looking at will suit your needs.

Are all your products in stock ready to go?

We try to keep a good level of stock ready to go but from time to time we can run low, and some of our products are made-to-order. Give us a call to double check lead times on your desired products if time is tight.

Can you make me a custom size board?

We certainly can! Please click through to view our Custom Boards. If these don’t suit your requirements or you need help, contact our friendly customer service team.

Are bulk and trade discounts available?

Certainly! Just drop us a line or shoot us an email for a quote on bulk quantities.

How long is the warranty on your products?

Our warranties vary per product from 12 months to lifetime (99 years). Please see individual product listings for clarification.

What is your refunds/returns policy?

Please notify us within 7 days of delivery of any issues with your order. Refunds will only be given where a product is delivered faulty or not as described. All other returns are at the discretion of management. Any returns for change of mind will need to be returned at the customers expense. All items must be unopened in their original packaging. Returned items may incur a re-stocking fee of 20% of the original purchase price.

How do I claim on a product warranty?

Please contact our customer service team at sales@whiteboardsandpinboards.com.au with details of your warranty claim, including your proof of purchase and any relevant photos.

Still have a question? Contact Us

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