Your order number will be provided after you submit your order through our webstore. You can also check your email for messages from our hardware team, which includes your tax invoice as an attachment. The invoice number is displayed in the top right corner of the document.

For example:

Refer to our guide for a list of compatible hardware for Lightspeed Restaurant (O-Series).

Lightspeed partners with a third-party supplier that works with TNT and StarTrack to deliver hardware to most residential and business addresses across Australia and New Zealand.

• For TNT deliveries (tracking numbers typically start with SK), visit TNT Track & Trace.
• For StarTrack deliveries (tracking numbers typically start with MF), visit StarTrack Tracking.

Once your order has been dispatched, you'll receive a tracking number to your provided email. Check your inbox for this notification. You can also log in to our webstore, go to your profile, and view your recent order details, including tracking links.

If you have not received an email with a TNT or StarTrack consignment number, contact our Support team directly for assistance.

Standard delivery costs either $35 or $50, depending on the package size and your distance from the courier’s distribution centre. Orders with more than one POS setup are generally classified as Heavy Shipping ($50).

Hardware orders are dispatched only after payment is received. If paying by bank transfer, allow extra time for the payment to clear. You can confirm your payment status by logging in to our webstore and checking your profile.

Orders paid before 11:59 AM are usually dispatched the same day; those paid after 12:00 PM are sent the next business day. Delivery typically takes 3–5 business days from dispatch.

In some cases, delays may occur due to factors outside our control. You’ll receive an email update once your order ships. 

If the driver has attempted delivery to you and left a card, TNT will make another attempt within two business days. If the driver has not yet attempted delivery or you do not have a re-delivery card, contact TNT Support at https://www.tnt.com/express/en_au/site/support.html. Your inquiry must include the consignment number and delivery address.

Delivery depends on the coverage of our partner couriers. We’re unable to ship to certain remote areas, including overseas locations and Australian islands not on the mainland (except Tasmania). We do not deliver to P.O. boxes or parcel lockers.

You must verify your delivery address and information before placing the order. If the address provided is incorrect and the package is returned, a $45 (excluding GST) redirection fee applies, and you will be billed for additional shipping charges to ensure your delivery reaches you. 

If you have received your order and found that an item is missing, let us know as soon as possible by reaching out to our Support team. We will investigate and update you accordingly.

If you've received all your hardware except for your Lightspeed Payments terminals, it's likely that your Lightspeed Payments application is still incomplete. The terminals will only be shipped once the application is fully submitted. To check the status of your application, search your inbox for an email from underwriting@lightspeedhq.com and log in using the link provided to confirm your Lightspeed Payments application is completed.

Click the Click Here button on the email to view your application. You will know if your application has been completed when you have a message that states: Application Complete.

Alternatively, you can check the status of your application and complete it by logging into your Lightspeed Back Office and selecting Financial Services from the sidebar menu. For more details on how to apply for Lightspeed Payments, refer to our Lightspeed Payments guide.

To start a return, contact our Support team with the following details:

• Original order number.
• The item you wish to return.
• Model number (if applicable).
• Reason for return.
• Confirmation that the item is unused and in its original packaging (include a photo).

Returns require prior approval. Unauthorised or used returns will not be accepted or refunded. Consumables (e.g. receipt paper) are non-returnable. Used or otherwise altered items not in new condition are not eligible for a refund. Items must be returned within 45 days of the original order.

Customers are responsible for return shipping and are encouraged to use a tracked and insured service, as we cannot refund items lost or damaged in transit. Approved returns will be inspected and refunded once confirmed in new condition.

We don’t offer direct exchanges. If you need a different item, please return the original product following our returns policy and place a new order.

Yes, Lightspeed accepts and can offer a refund if you change your mind about the purchase if:

• The item is returned within 45 days of purchase.
• Proof of purchase must be provided, such as the original receipt or a tax invoice from your online order.
• The item is unused, in original packaging, and resalable.

A $30 restocking fee applies. Apple products are non-returnable.

If your item is faulty, defective, or appears to have been damaged during manufacturing or transit, take clear photos or a video showing the issue and contact us within 3 business days of receiving your delivery.

For faults that occur within 12 months of purchase, send us visual evidence of the issue as soon as possible. We’ll have the product assessed by a certified repair agent to determine the cause. Please note that Lightspeed may decline a repair, refund, or replacement if the fault is due to misuse or neglect.

Terms and Conditions

1. Proof of purchase must be included for all warranty claims.
2. Warranty can only be determined after an item has been inspected.
3. A quotation fee will apply to all declined enquiries.
4. Freight will be charged on a declined quotation if the faulty equipment is requested to be returned.
5. Freight will be charged in addition to the quoted price.
6. Equipment may be sold to recover costs if not collected within 90 days from the issue of the quote.
7. Please ensure the unit is securely packed, as any damage caused during transit will be the sender's responsibility.

If you’ve received an incorrect item, contact us within 3 business days of delivery. We’ll arrange to send you the correct item and cover the return shipping for the incorrect one.

We're sorry to hear this has happened. Please reach out to our Support team, and we will investigate and provide you with an update as soon as possible.

If you've purchased an Apple device, such as an iPad, through our website, it may be covered by a separate manufacturer’s warranty, like AppleCare. For any issues, contact Apple Support directly. Repair requests and support resources are available at: https://support.apple.com/en-au/repair.