Frequently Asked Questions

Once your order ships you will receive a confirmation email with a tracking link. You can also log in to your account and view the order status under My Orders.

Orders can be changed or cancelled within 1 hour of placement. After that the order enters fulfilment and cannot be modified. Please contact us immediately if you need to make a change.

Check your spam or junk folder first. If it is not there, log in to your account and verify the email address saved on your profile. You can also find your order under My Orders. If the order does not appear, please contact us so we can investigate.

We are sorry to hear that. Please take a photo of the damaged or missing items and contact our support team within 48 hours of delivery. We will arrange a replacement or refund as quickly as possible.

We are unable to add items to an order once it has been placed. You are welcome to place a new order and we will do our best to ship them together if both orders are still in processing.

Standard shipping takes 3–7 business days. Express shipping (1–2 business days) is available at checkout. Free standard shipping is applied to all orders over the threshold shown on our shipping page.

Yes, we ship to most countries. International shipping times vary by destination (typically 7–21 business days). Import duties and taxes are the responsibility of the recipient.

Tracking updates can sometimes pause during transit between carriers or customs clearance. If your tracking has not updated for more than 5 business days on a domestic order (or 10 days for international), please contact us and we will investigate with the carrier.

If your order has not yet been dispatched, contact us as soon as possible and we will try to update the address. Once a parcel has been collected by the carrier, address changes are at the carrier's discretion and cannot be guaranteed.

The carrier will typically leave a missed-delivery card or send an email/SMS with redelivery options. You can usually reschedule online via the carrier's website using your tracking number. If the parcel is returned to us, we will contact you to arrange reshipment.

We offer a 30-day return window from the delivery date. Items must be unused, in original packaging, and accompanied by proof of purchase. Contact our returns team to start the process.

Once we receive and inspect your return, refunds are processed within 3–5 business days. The funds will appear on your original payment method within 5–10 business days depending on your bank.

Log in to your account, go to My Orders, select the relevant order, and click Request a Return. You will receive a prepaid return label by email within one business day. Drop the parcel at any authorised post office.

Yes. When submitting your return request, select Exchange and choose the replacement item. Exchanges are subject to stock availability. If your preferred replacement is out of stock, we will issue a full refund instead.

Return shipping is free for defective or incorrectly sent items. For change-of-mind returns, a flat return shipping fee is deducted from your refund. The exact fee is shown in your return request confirmation email.

First, ensure Bluetooth and Wi-Fi are enabled on your phone. Try restarting the device and the app. If the problem persists, perform a factory reset on the device (hold the reset button for 10 seconds) and re-pair it.

Open the NTC app, tap the device tile, then go to Settings → Firmware Update. If an update is available you will see an Update Now button. Keep the device plugged in and close to your router during the update.

Hold the reset button on the device for 10 seconds until the indicator light flashes red. The device will restart and return to its out-of-box state. You will need to re-add it in the NTC app afterwards.

Try force-closing the app and reopening it. If the issue continues, check the App Store or Google Play for a pending update. As a last resort, delete and reinstall the app — your account data is stored in the cloud and will not be lost.

Check that the device is powered on and within range of your Wi-Fi router. Restart both the device and your router. If the device still shows offline, remove it from the app and re-add it using the setup flow.

Open the NTC app → tap Automations → + New Routine. Select your trigger (time, sensor, or device state) and then add actions. Tap Save and the routine will run automatically.

Visit our website and click Sign In at the top right. New customers can select Create Account. Once logged in, you can update your personal details, addresses, and password from the My Account dashboard.

Click Sign In on the website and then select Forgot Password?. Enter your email address and we will send you a reset link. The link is valid for 24 hours.

We are an online-first retailer. However, our products are available through select retail partners — check our Store Finder page for locations near you. If you would like a demonstration, our EV and smart home specialists are also available for virtual consultations.

Subscribe to our newsletter at the bottom of the homepage to receive new product announcements, exclusive deals, and tech tips. You can also follow us on social media for real-time updates.

All NTC products carry a minimum 12-month warranty against manufacturing defects. EV chargers and Smart Hubs carry a 24-month warranty. Extended warranty plans covering up to 5 years are available at checkout or within 30 days of purchase.

Submit a warranty claim using the support form below. Include your product model, serial number, proof of purchase date, and a description of the defect. Our team will assess the claim within 2 business days and arrange a repair, replacement, or refund.

The warranty does not cover damage caused by accidents, misuse, unauthorised modifications, exposure to moisture beyond the product's rated IP rating, or normal wear and tear. Cosmetic damage (scratches, dents) is also excluded unless present on arrival.

Please take photos of the damaged product and packaging and submit a support request within 48 hours of delivery. We will arrange a replacement at no cost to you. Damage reported after 48 hours may need to go through the standard warranty process.

NTC warranties are tied to the original purchaser and order record. If you have sold or gifted the product, please contact our support team — we may be able to assist depending on circumstances, but warranty transfer is not guaranteed.

Many NTC products support Amazon Alexa, Google Home, and Apple HomeKit. Compatibility details are listed on each product page. Our NTC Hub acts as a central bridge and broadens compatibility for older devices.

Manuals and datasheets are available on the product page under the Downloads tab. You can also find them in the NTC app under Device Settings → User Guide.

Yes. A range of spare parts, cables, and accessories are listed in the Accessories section of our store. If you cannot find the part you need, contact us with your product model number and we will help.

Open the NTC app → tap Automations → + New Routine. Select your trigger (time, sensor, or device state) and then add actions. Tap Save and the routine will run automatically.

Older devices may reach end-of-software-support after several years. Check the product page for the support end date. If your device is still within its support window, try removing and re-adding it in the NTC app to restore update delivery.

Our Type 2 chargers are compatible with most electric vehicles sold in Australia and Europe. CCS/CHAdeMO adapters are available separately. Check your vehicle manual for the connector type or contact our EV support team.

A 7.4 kW single-phase charger is suitable for most home installations and will fully charge an average EV overnight. If your property has three-phase power, a 22 kW charger can reduce charge times significantly. Our team can advise based on your vehicle and electricity tariff.

Yes. EV charger installation must be carried out by a licensed electrician. We can connect you with an accredited installer in your area — contact our EV support team for a referral.

Yes. In the NTC app, open your charger, tap Schedule, and set a start time and target charge level. The charger will wait until your off-peak window before drawing power, helping you save on electricity costs.

Ensure the cable is firmly seated in both the charger and the vehicle. Check the NTC app for any error codes and follow the on-screen instructions. If the charger still does not start, try restarting it by switching the circuit breaker off for 30 seconds, then on again.