We are always looking to improve our service to you and look forward to hearing your feedback and suggestions.

A. We have a choice of payment options to make ordering easy for everyone.

BPAY: The next generation of payment processing is available for Burn Members to use and allows you to pay for your orders, from any savings, cheque or credit card account that is linked to your telephone or internet banking service. It's just like EFTPOS and can be processed any time of the day or night, any day of the week from the comfort of your home or office and best of all without any bank queues! To use BPAY, simply submit your order online and the exact details will be emailed to you, once you make the payment, you will automatically be given a receipt number from your bank to confirm your payment. For more information on BPAY, click here, or ask your bank/financial insitute.

Bank Deposit (Over the Counter): You can pay at any Commonwealth Bank. There are no charges to you and it will confirm your order immediately. Using this method requires you to have your Order Number for payment reference and details of the totals. Note that you MUST include your Order Number as Payment Reference when making payment, failure to do so WILL result in delays in processing and shipping your order. Email us or place your order on-line and we will send you all the information required.

Bank Deposit (Internet or Telephone Banking): Almost all major (and minor) banks now offer customers the ability to transfer payments electronically from the comfort of their home or office or anywhere they have access to the internet. It is a simple, fast and convenient method to make payments. By using this method, you can confirm your order immediately and quickly. Using this method requires you to have your Order Number for payment reference and details of the totals. For information on using your Internet or Telephone Banking facility, please contact your bank or financial institute. Note that you MUST include your Order Number as Payment Reference when making payment, failure to do so WILL result in delays in processing and shipping your order. Email us or place your order on-line and we will send you all the information required.

Burn Credit: You can add credit to your Membership at any time using any of the payment options available. This credit will be stored for you on your membership and can be used at any time for your orders. Benefits of using Burn Credit are fastest order confirmation (your orders are confirmed instantly), first priority on pre-order lists and ease of ordering. There is no limit to the amount of credit you can add to your membership, there is no time frame for use of it and there is no penalties or interest owing for use.

Credit Card: We accept MasterCard and VisaCard. Simply add the items you want to order to your Cart, then follow the instructions to go through the Online Secure Ordering Checkout. If you do not wish to send your details on the net, you may phone or fax them to us, or alternatively, email us and we will call you for the details. For further information on Credit Card Security, please see below or click here.

Money Orders and Cheques: We also accept Money Orders and Cheques (made out to Burn Direct), please note that Cheques have a 7 day clearance time before we can ship your goods. Please send Money Orders or Cheques to:
Burn Direct
PO Box 800
Spring Hill QLD
Australia 4000

Cash On Delivery: In Australia, on some items, we can send your goods via Australia Post COD service. There is a A$20 deposit required and the balance can be sent by COD. Australia Post have a A$7.65 surcharge for this service plus the postage on the item/s. Please specify COD when you order.

International Wire/Funds Transfer: International Members can transfer payments through their local bank to confirm orders. Depending on the bank and country, fees and exchange rates may vary. Please check with your local bank for more information. As with the Direct Deposit method above, you will need your Membership Number and details of the totals. Simply Place your order on-line and we will send you all the information required.

A. During the Secure Online Ordering process, shipping options will be given to you for your convenience. Methods available include:

A. The site has an automatic currency converter built in which will show items converted in to the most popular currencies around the world. These prices are also GST EXEMPT to show the International Pricing and discounts for members.

To view pricing in your preferred currency, simply select the type of currency you want in the Currency pull down menu on the left hand side of any of the products pages. This will then display the approximate converted currency in brackets after the Australian Dollar value.
Example: AU$89.99 (US$42.54).

Once your order is received by secure order on-line, you will receive an email confirmation with exact totals in Aus$, please check with your local bank or financial institution for current exchange rates for your country.

Go back to top

A. While we try to keep all the latest releases and most popular items in stock, occasionally we may be sold out of a particular item. If the item is a local/PAL release, it will be automatically back ordered and shipped upon restock from the distributors. If it is an Import item, we will notify you by email of the expected delay and/or current availability.

New Release local/PAL back orders will not be debited from your Credit Card until the item ships.

Older releases/Imports are placed on 'Special Order' status and are required to be pre-paid for to confirm the order. This new policy was adopted due to Older Release orders and Import orders that were canceled, which leave a large inventory of slow selling items and tie up cash flow essential to providing the best service to you the customer. We believe it is not unreasonable to ask confirmation of a Special Order by a customer who is genuinely interested in purchasing the product.

If you have any queries regarding this policy, please don't hesitate to contact us, it is not intended to impede customers from purchasing and we are always open to suggestions.

Go back to top

A. Some big release items are heavily allocated by the distributor/s due to the popularity and/or shortage of stock, these items are usually hard to confirm large quantities for our stock. In these situations, we have 3 levels of ordering/waiting lists on a first in first serve basis:

Pre-Paid: We give first priority to those who pre-pay for an item. If you definitely know you want an item and you are happy to pay for it up front, we will place you on a high priority list to receive the first shipment/s through. The order of the list goes by the date you confirm your pre-order by payment. For example someone who pre-pays today will have first priority over someone who pays tomorrow. If you are paying by Credit Card, your card will be debited upon confirmation. If you are paying by BPAY, Direct Deposit, Money Order or Cheque, your order will be confirmed once funds have been verified (Immediately for BPAY, DD and MO, 7 days for Cheque).

Reserve: You can put your name for an item without pre-paying for it. This will give you second priority of the new items. All Pre-Paid orders will be filled before stock goes to those on the reserve lists. Again it is on a first in first serve basis from the date you reserve your order. You can 'jump the que' to the pre-paid list and keep your spot from the date you reserved if you pay for your order 3 weeks before release. If you pay for your order within 3 weeks of the release, you will still get a higher priority than the standard reserve list.

Standard Retail: Once the above 2 waiting lists have been filled, all remaining stock goes onto a standard retail status and is available for anyone to order.

We believe this is the fairest system for all, if you have any suggestions or comments, please let us know.

Go back to top

A. When ordering, please choose carefully as all sales are final. Once an item enters the shipping stage or leaves our Warehouse, it is considered sold and unless it is defective cannot be returned.

On Special Orders, once the product has been confirmed and shipped to us from distribution it cannot be cancelled.

If an item is cancelled, a full credit for any payments will be added to your membership for use on your next order/s as Burn Credit (see above for more info on this payment option). Due to bank fees, transfer fees and merchant fees associated with importing products, refunds are not available unless prior arrangements have been made of which restock fees/bank fees may apply.

Go back to top

A. Definitely. To process online orders, we utilize industry standard security measures called SSL. This stands for Secure Sockets Layer and uses the latest security available on the net. When you order you will be sent to a special 'Secure' zone where all information that is passed between you and us is fully encrypted and secure from anyone trying to breach your details. In fact this method is safer than using your telephone or fax machine!

You will know when you are in a secure environment when the padlock at the bottom of your browser is locked.

For the safety of Card Holders and ourselves, the initial order by Credit Card is always sent via Signature Required delivery service, which requires positive ID of the cardholder before goods are delivered.

In some instances (especially International orders) we may request further identification such as Drivers Licence, Passport or Current Bank Statement showing Cardholder and address.

If you are still apprehensive about sending your Credit Card details over Secure areas, then you can phone, fax or mail your details to us (please select this option on the secure online order form).

A. All your information submitted and expressed is governed by the Burn Direct Privacy Policy.

For more information and complete details of the Burn Direct Privacy Policy, click here.

A. If you receive an item that is faulty, contact us immediately for a Return Authorisation Number and we will exchange it for the exact same item. No refunds, credits or exchanging for other items will be permitted. Conditions apply to this (eg. in the case that your dog eats the CD, etc.).

A. All products have a warranty.

A. Yes! Unless specified otherwise, ALL accessories will work with any console, irrelevant of where they are originally from, e.g. A Japan version Memory Card will work on a US or PAL console exactly the same as it will on a Japan console and vice versa.

A. Most DC browser discs (except the latest US versions) will not allow direct access to SSL (Secure) pages, the encryption used for these pages is very high and requires certificates to decode the pages. The DC browsers do not have this ability.

To work around this problem, we have designed an ordering page specifically for DC users on the site.

To access this page, simply use the shopping cart as normal and when you are ready to proceed to the Checkout, simply press the 'Proceed to Checkout for Dreamcast Users' button. You will then automatically be taken to the correct section for DC owners.

If you have any problems with the ordering pages, please take note of the problem and Email us with the details, so we can look into it and correct it if necessary.

Almost all current browsers are compatible with cookies (we recommend Internet Explorer 5.0 or greater, or Netscape Communicator 4.5 or greater) and you should check your browser settings/preferences and set them to accept cookies from Burn.

Dreamcast browsers do not save cookies, so the DC cannot use them for the shopping cart, however it has been designed with DC owners in mind and you can still order one product at a time, as well as make a note of any other products you would like in the additional order info section in the Checkout.

For more information on cookies and what they do, click here.

If you continue to have problems using the shopping cart system, please send an email with details of the exact problem you are having to here and we will look into it for you.

If you have forgotten your login or password details, you can have them emailed to you by using the Lost My Details form which you can find here

Please also ensure you have your browser set to accept cookies from the Burn Site, for more information on cookies and what they do, click here.

If you continue to have problems logging in, please send an email with details of the exact problem you are having to here and we will look into it for you.