Frequently Asked
Questions

  • How do I know which Kit to get?
  • The Item I want is ‘out of stock’ – What do I do?
  • Where are our Kits made?
  • How do I set-up & use my Kit?
  • What are your payment methods?
  • How do I set-up or View my Account?
  • Returns and Exchanges
  • Help with my Order
  • Shipping
  • How do I care for my Kit?
  • Discount Codes
How do I know which Kit to get?

Take the Quiz!

Ultimately it’s your choice, but the reason we work so hard on keeping our Kit range to just 7, is to help you make a choice and not confuse you with stuff you don’t need. All of our kits are great and every product in them is great. It really just comes down to what you need out of the kit and how much you’re willing to spend on your future at this time.

Also, if it’s still too hard, you can get the ball rolling by answering a few questions in our Find your Kit Quiz (located near the bottom on the homepage) based off of your answers, we have created a way to help you narrow down your choices

If you have questions about a specific Kit, you can always reach out to our Kit experts.


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The Item I want is ‘out of stock’ – What do I do?

Be First In Line!

We sell a lot of kits and sometimes the rush gets ahead of our logistics manager. It doesn’t happen often but when it does, it just means that there’s going to be an little extra wait till you can get your hands on a Kit.

Join our waitlist and be notified as soon as the next shipment of that kit is going out the door. There’s no lock-in commitment or anything it’s just the best way for you to be amongst the first to be able to grab that particular Kit.


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Where are our Kits made?

Australia – USA – China

All our of Kits are packed and shipped from Australia – the products inside are made and designed in 3 major countries; Australia, USA & China – the reason for this is because we only wanted to source the best for you, so we had to go global.  


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How do I set-up & use my Kit?

Is there an Instructional Manual?

Our kits are made to be easily set-up and operated so you can focus on what matters most – putting down awesome looking audition tapes. On 15/12/18 we will be launching our live-action instructional videos, available for you to access and view online.

The series will walk you through in the easiest way possible, step-by-step on how to use and shoot your self-tapes using your Aktors Kit.

In the meantime, we are happy to organise a free 30min Skype call with you (proof of purchase required) and have one of our Kit experts help you understand each element and how to set it all up, ready to have you taping in no time.


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What are your payment methods?

Visa, Mastercard and PayPal

We accept Visa, MasterCard and PayPal. 

All payments for items purchased through www.aktorskit.com will be made through a secure payment gateway (Stripe // PayPal). We treat the Security and Privacy of our customers and with extreme care and caution. 

You can read more about our Payment & Security guidelines here


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How do I set-up or View my Account?

Access your Details Easily

Simply go to ‘My Account’ found in the bottom left-hand-corner of the screen, from there you’ll be prompted to Login or Register.


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Returns and Exchanges

What is your return policy?

We understand that purchasing a whole Kit can be a little daunting!

That’s why we offer a 14 Day no-fuss exchange.

We will gladly accept the return of items for exchange or store credit, providing:

  • Items are still in their original condition ie. un-scratched, unbroken and have not had obvious use
  • Goods must be packaged inside all original packaging.
  • Customer covers the cost of return and re-dispatchment.

For exchange requests within Australia, items must be returned within 14 days from the date of purchase.

All of our Kits are hand-packed with care. To ensure only the highest quality items are making it into your packs and being sent to you, all products and items are individually quality checked at multiple points right up to before being shipped to you, however in the unlikely event of a faulty item, please contact our customer care team within 7 days of receiving your Kit so we can start the return/exchange process.

You can find out more information in our Return & Exchange policy located here.


How do I send in my return?

  1. Simply contact – customercare@aktorskit.com – Include your order number, reason for return, the name the order was placed under and return address.
  2. Once we receive your email, we will provide a returns authorisation form as well as a return address. Print, complete and enclose the form with your unused Kit with all original packaging and documents.
  3. We recommend using a trackable service for safe delivery. If the package is lost on it’s way to us, unfortunately we will not be able to complete the refund process.
  4. Upon the return we will assess the fault. AktorsKit reserve the right to refuse, repair or replace your Kit.
  5. All returns granted will be reimbursed with a store credit to the value of your items where you can repurchase from our online store.
  6. You can find out more information in our Return & Exchange policy section located here.

Who pays to Ship back the Returns?

For Exchanges, the return postage & re-dispatchment is the responsibility of our customers. In the unlikely chance that your Kit is faulty, the postage costs are on us!


What do I do if I Receive a Faulty/Incorrect Item?

Please get in touch with us at customercare@aktorskit.com

Please include your Name, Order number, a description of the issue and pictures if item is damaged so we can get you a replacement asap!


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Help with my Order

How do I Check on my Order Status?

Check your email and AktorsKit account. Both will update you when your order is confirmed and when your Kit has been dispatched.


My package is lost, what should I do?

Once your order has left our facilities, it is now under the care of Sendle or Australia Post. Please get in touch with our customer care team, with your Name and Order Number. We will get back to you as soon as possible!


Can I Change my Order?

Should you wish to modify your order after your payment has been processed, please contact our customer care team immediately and we’ll do our best to accommodate your request.

We generally process orders as soon as we receive them. Once we dispatch your order, unfortunately we are unable to make any changes.


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Shipping

What shipping methods do you offer?

All orders will be shipped via either Australia Post or Sendle – a private courier for faster deliveries of your Kit.


How Long Will My Kit Take to Arrive?

Shipping times vary based on your shipping address and the time of year you’re ordering in. Please check your email, as we’ll send you an estimated date of arrival for your purchase.

Although this can fluctuate, a good estimate we tell our customers to go by is;

Sydney, Melbourne, Brisbane, Hobart & Adelaide 2 – 7 Business days
Perth 7 to 10 Business days

How can I track my order?

Once payment has been made you will receive two emails to track your order:

  • Order confirmation
  • Order has been shipped

Your shipping order confirmation email will include live updates of your order progress.


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How do I care for my Kit?

Premium GC Blue Screen

Our Blue Screen is hand made right here in Aus using quality fabrics and are double lined to ensure great shape retention and durability. After each use it is best to fold your screen down until it is small enough to do a final roll and stuff into the canvas protection bag it comes in. Due to the ITY material – it is basically wrinkle resistant.

In the event that wrinkles do form or you need to remove a stain, you can do the following

  • Gentle wash, separately in cool water
  • Use mild detergent
  • Do not wring, soak or bleach
  • Do not tumble dry
  • Drip dry in shade
  • Do not leave rolled up wet
  • Do not iron
  • Do not dry clean

All other Hardware…

It is best to keep all of your hardware (microphone, lights, battery, tripod etc.) in their relevant protector bags and pouches. Also, try and avoid any excessive exposure to extreme heat or direct sunlight that may cause over-heating/ melting. It kind of goes without saying that this will not do good things for your products in the long run.


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Discount Codes

How do I use a promo code?

To use a promo code:

  1. Go to your cart and click the checkout button.
  2. Once you reach the checkout page, on the top left  hand side of the page – under your cart summary you will see the “Discount Code” field.
  3. Fill it in and then hit the apply button!

What can I do if the promo code isn’t working?

Firstly, check that you have entered the code correctly. Also, please double-check the terms and conditions of your promo code to make sure the offer is still valid. From time to time we offer discount codes store-wide, on selected items only or capped on a limited amount of sales with a certain code. This will all be stated in the terms and conditions at the location of where you retrieved the discount code.


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HELP ME

Sometimes technology doesn’t work the way we need it to. So if you’re having any troubles or need to get in touch with us. Contact our support team and they’ll take care of you from there!

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