FAQ

Where are you located?

Tracklab is located in Melbourne, Victoria (Australia) and distributes motion capture and tracking equipment across Australia and New Zealand.  

Can I pick up stock in store?

Yes - you are able to pick up your ordered items directly from our office in Melbourne. At check out, please selected 'pickup in store' as the delivery method. For queries about picking up in store, please call +61 3 9687 8638.

What is the expected shipping time on my order?

Tracklab ships all items through professional courier services such as TNT Australia, and are shipped out of the warehouse in Melbourne. Shipping times for locations within Victoria Australia are estimated at 1-2 days, 2-3 business days for all other states in Australia, and 3-5 business days for New Zealand locations.  

Do you deliver to a PO Box address?

No. Most of our shipments are big parcels and can only be delivered to a street address.

Which companies and technologies do you sell?

Tracklab works with multiple companies across all types of tracking technology, including Optical, IMU, markeless, EMG and magnetic tracking. Some of the leading brands we work with include DelSys, Optitrack, Xsens, Dynamixyz, NDI, and Manus. For more information about the products we sell please visit our website (https://tracklab.com.au/) or call us on +61 3 9687 8638.  

What is your return policy?

If an item is broken or damaged upon delivery we will replace, or refund, the items for you. The items will need to be sent back to us, and we will replace them with new stock. Please reach out to support@tracklab.com.au for more information, or call us on +61 3 9687 8638. 

If you have changed your mind about an ordered item, please note that some items such as suits, markers etc are not able to be exchanged or returned due to health, and potential wear-and-tear, reasons. Please reach out to us if you have any questions, and be aware of your rights as a consumer under the Australian (https://www.accc.gov.au/consumers/consumer-rights-guarantees) and New Zealand (https://www.consumerprotection.govt.nz) consumer laws.

What payment methods do you accept?

We accept a range of payments. If you are ordering through the Online store you can make payments via eWay (MasterCard, Visa, and American Express) or Bank Transfer.

What currency do you use and what is the tax amount?

All prices listed on this website are in Australian dollars and are exclusive of GST (currently 10%) unless otherwise stated.

Do you accept Purchase Orders?

Yes. We will accept Purchase Orders from clients with existing Credit Accounts. If you are unsure if your organization has an existing Credit Account or you wish to apply for one on behalf of your organisation, please contact us at orders@tracklab.com.au.

Purchase Orders can only be placed against valid quotes. If you require a quote. Please contact us at orders@tracklab.com.au with a detailed part list and we can send you a quote.

Can I get a quote?

Yes. If you require a quote. Please contact us at orders@tracklab.com.au with a detailed part list and we can send you a quote.  

What if I want to cancel my order?

If you wish to cancel your order, please contact us via phone on (+61) 3 9687 8638 or email orders@tracklab.com.au. As we try to process orders immediately it may not always be possible to prevent an order from being dispatched. If your order has already been dispatched you may return the items to us in accordance with our Returns policy and the payment refunded according to the Refund policy.

What is your policy on missing orders?

You must notify us within 3 weeks of dispatch date as recorded in the Order Verification email if you have not received an item. After this time no refund will be issued for any missing orders.

The product I need isn't in stock, can I still order the items?

Depending on the items, we can place special orders for items not currently in stock on our store. Please note delivery times will be longer than usual as we order in your items from our suppliers. For special orders please reach out to orders@tracklab.com.au. 

I don't see the item I need on your site, do you take special orders?

Tracklab sells all types of motion capture, performance capture, and tracking equipment & accessories. If an item you are after is not listed on our store, please reach out to us at sales@tracklab.com.au and let us know what you are after. For Optitrack, Xsens, Dynamixyz, Manus, NDI, hardware and software requests please reach out to sales@tracklab.com.au and we will help to build a system which best fits your tracking requirements.

Can I order motion capture equipment online?

Every tracking project is different, and therefore each project's requirements can vary. Our motion capture consultants have a wealth of industry experience across the motion capture industry (including Virtual Production, VR, Biomechanics, sport science, games, animation, etc. ) and are here to ensure you get access to the latest in technology most applicable to your application. If you know exactly what equipment you are after you can place an order by emailing it through to orders@tracklab.com.au. Otherwise, please send a brief description of your project and what you are looking to achieve, to sales@tracklab.com.au, and one of our motion capture experts will talk you through which technology/options are most suited to your project. 

Are you open for business?

YES. As an ancillary business involved in assisting multiple organisations who are considered essential by the State Government, we are fortunately able to continue our operations.

What are your current business hours?

9.00 am - 5.00am : Monday to Friday. We are still operating normal office hours.

Do you have a Covid Safe Plan in place?

YES. We do. We have implemented our COVID Safe plan which includes more of our team working from home with only those essential to on-site operations and order fulfilment working on-site. On-site workers will be adhering to strict rules around social distancing, mask-wearing and regular cleaning.

Can I place an Online Store order?

YES. Orders through the online store are available as per normal. A COVID safe plan has been created and implemented in our warehouse, to enable online orders to continue. Please note delivery times through our transportation partners may be affected slightly due to limitations put on their processing facilities. Your tracking number will provide the most up to date tracking details available.

Can I pick up an Order?

YES. Store pick up is now available again.

Have order processing times been affected?

NO. Order processing time in our warehouse have not been affected but the Victorian COVID-19 step 3 restrictions. However, backorders might be slightly longer than normal. Please note delivery times through our transportation partners may also be slightly affected due to limitations put on their processing facilities.

Can I book a demo or an appointment?

YES, but ONLINE only. We are still delighted to show off all the latest in 3D technology. Please contact us to arrange a time for an online demonstration. We have a range of remote options that we access to facilitate this.

How do I find out more information?

To speak to us directly you can reach us on +61 3 9687 8638, or drop us an email at info@freedspace.com.au.