Frequently Asked Questions

We’ll be conducting a stocktake from Friday, 30 January 2026 through Wednesday, 4 February 2026 (inclusive).

What this means for your orders:

• Orders without Pre-Commissioning placed on or after Wednesday, 28 January 2026 will not be dispatched until Thursday, 5 February 2026.
• Orders with Pre-Commissioning placed on or after Friday, 23 January 2026 may be impacted by the dispatch disruption. Timing will depend on the type of Pre-Commissioning work and the number of chargers per order.
  

If you have any further queries, please don’t hesitate to reach out to us. We’re here to help!

For all enquiries, you can:

• email info@jetcharge.com.au;
• call +61 3 90633483; or
• use the Contact Us form accessible from the navigation bar within the Partner Store.

Our phone lines are open from 7am - 7pmAESTon business days.Wholesale specialists will be available from 9am - 5pm AEST on business days.

We currently offer a flat shipping fee of $20 on all orders, except for pedestals which have a higher shipping fee which can range from $125 - $390 per unit, depending on the destination. The higher fee is due to the size and weight of the item.

We will dispatch all AC chargers, cables and small accessories within two business days of your order, with many leaving on the same or next business day. For larger products, excluding special order, such as DC chargers and pedestals, and those that require pre-commissioning we endeavour to dispatch within 3 days.

You will receive an email with tracking details after your order is dispatched. Your tracking number is also available under My Account when logged in to the Partner Store.

AC chargers, cables and small accessories are shipped using ground freight which typically takes 2-3 days to urban areas and a week to regional areas.

Pedestals are shipped with a drop-tail truck.

All items that show available to purchase on the Partner Store are in stock at our Melbourne warehouse. We will dispatch AC chargers and cables the next business day. We strive to dispatch pedestals within 3 business days.

No, all orders must be delivered to a designated address.

Larger and heavier items such as pedestals will be shipped with a tail lift truck.

Installation manuals are available on each Product page under the “Instructions & Datasheet” drop down, accessible by clicking into your product of interest.

If you are a Licensed Electrician you can get 15% off your first order. Only applies to the first online order when placed with an account on the Partner Store. Excludes Tesla, DC chargers and products marked as Sale.

On many products we offer discounts to Licensed Electricians based on the quantity of product purchased within a single order. The level of discount will increase for orders of 2-10 units and 11+ units. Please log in and refer to the Product Page for further detail on pricing and volume breaks.

If you need help choosing the best EV charger for your project, use our comparison toggle located at the top right of the Home page. It lets you compare chargers based on key features like charging rates and cable length. You can also filter by job type to see our recommended hardware. Please also consult the resources on the Training & Resources page. For further assistance, feel free to contact us.

If the product is available for sale, there is at least 1 unit of that item on hand in our Melbourne warehouse. If you the number of units you add to card exceeds our stock on hand, the item will show as out of stock until you reduce your order to within available stock levels. If you need further detail, please reach out to us.

Yes, call us on +61 3 9063 3483 between 9am and 5pm AEST on business days.

Currently you can only purchase items which we have on hand at our warehouse in Melbourne. We are working on enabling backorder purchases within the coming months.

You can only purchase items which we have on hand at our warehouse in Melbourne, unless it is marked as a Special Order item. Special order items can be purchased at any time, but they are subject to a lead time, which is specified in the Product Overview on the Product page.

Yes, we offer JET Charge's load management system, CORE, available to purchase for licensed electricians (with an A grade electrician license).

ChargeMate has reached the end of its planned product lifecycle. As JET Charge focuses on the next generation of charging technology, the ChargeMate line is being retired. The experience gained over its years of development continues to shape the hardware and software solutions we’re building today. Learn More about ChargeMate's end of life.

If you bought the product and have proof of purchase, you can return products under the following circumstances:

• The product shows defects during the warranty period, and none of the warranty exclusions apply.
• The product does not meet the standards outlined in the Australian Consumer Law (ACL).
• For eligible items (exclusions are indicated on the Product page under Returns & Warranty), you change your mind and loge a return within 14 days of purchase, and return the product unused and in its original condition.

Please read the full Returns policy here.

You can check the warranty period ad warranty terms of your product on the Product Detail Page under “Returns and Warranty”.

Under the ACL, you may have rights that apply when you purchase goods, including the right to repair, replace, or refund if a product fails to meet consumer guarantees. You can learn more about your rights on the ACCC website.

Yes, we will not accept returns of faulty goods if:

• The warranty exclusions apply, or
• The fault was caused by misuse or neglect.

Check the Returns & Warranty section on the Product page to confirm if an item is not eligible for change-of-mind returns.

For AC chargers, cables and small accessories you can return the product for a partial refund if you change your mind and make a return claim within 14 days of purchase. A restocking fee of 20% will be deducted from the refund, and you will be responsible for return shipping costs. Check the Returns & Warranty section on the Product page to confirm if an item is not eligible for change-of-mind returns.

For a change-of-mind return, the following conditions must be met:

• The product must be in its original, unused condition, including all original packaging and accessories.
• You must contact us and provide proof of purchase. If the above conditions are not met, we will contact you to discuss the next steps.

JET Charge will cover the return shipping cost and the cost of replacement goods if the return is due to a defect covered under the warranty.

If you are having issues with a charger we recommend that the installing electrician refers to the troubleshooting steps in the User Manual, found under Resources on the Product page.

If you still need help please call or email us and we will help you to troubleshoot and identify the issue.

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service team via the Contact Us form, by email at info@jetcharge.com.au or call +61390633483
2. Provide Proof of Purchase: You will need to provide a receipt or proof of purchase.
3. Pack the Goods: Securely pack the product with all accessories that were included with the purchase.
4. Return Shipping: If your return is approved, we will provide detailed instructions for returning the product.

After we receive the returned product, we will assess whether the product is faulty, or whether it meets requirements for a change of mind return and partial refund, as applicable.

Depending on the charger and the circumstances, we will either send a technician for on-site assessment or ask you to send the Goods to our facilities for assessment.

We will then assess whether the Goods are faulty, or whether they meet requirements for a change of mind return and partial refund, as applicable. This may require additional tests or inspections, including as required by the manufacturer.

For AC chargers and cables, we will do this within 14 days.

After assessing the product, we will inform you of the outcome via phone or email. If the product shows:

• A minor issue, we will repair it and return it to you within a reasonable time.
• A major issue, you can choose between a refund or a replacement.
• A change-of-mind return, you will receive a partial refund.

Refunds are processed within 7 days of JET Charge completing the assessment and will be issued via the original payment method.

Replacements will be shipped within 7 days, subject to availability. If the product is no longer available, we will offer an equivalent item or a refund.

If the return is due to a defect covered under the warranty, JET Charge will cover the return shipping cost. For change-of-mind returns, you are responsible for the cost of return shipping. In both scenarios, JET Charge will arrange for the return shipping.

When an order is fulfilled, an email with your order’s tracking details will be sent to you.

It is also available under ‘My Account’ when you are logged into the Partner Store. If tracking details are not provided, please reach out to us and we will assist you.

The order confirmation is sent to the email on the account which logged into the Partner Store. You can verify your purchase by checking your order history under "My Account" in the Partner Store. Also, be sure to check your spam folder for the confirmation email. If you’re still having trouble, feel free to contact us for assistance.

Please contact us by phone or email to initiate a return and we will assist you through the returns process.

We offer different billing solutions to cover your EV charging needs:  

• Private 1:1 charging – If you need private “1 driver to 1 charger” billing for Apartments buildings, we offer the JET Charge Billing solution. We bill the driver directly for usage and a monthly access fee and then reimburse the owners corporation for energy usage. 
• Private fleet charging – If your client wants to provide a free charging facility for their private fleet, we can provide energy usage reporting by driver for accounting / costing purposes. 
• Public charging – We partner with Chargefox to provide public charging billing and payments. Drivers need to use the Chargefox app to access and pay for charging and you will access Chargefox software for reporting and receipt of payments. 

JET Charge Billing tracks every charging session, measures the electricity used (kWh), and bills each EV driver for their share. JET Charge collects these funds and reimburses the Owners Corporation.  

In practice:  

• The OC pays the common electricity bill as normal.  
• JET Charge reimburses the OC for all EV charging usage collected from drivers.  
• The OC does not end up out of pocket. 

Drivers download the JET Charge Connect app, create an account, and link their charger. They enter their credit card details once, and are billed automatically each month for the previous month’s usage, plus a monthly fee.   

The JET Charge apartment solution is designed to be completely user-pays. Tenants pay JET Charge directly as follows:  
  

• A monthly usage fee – based on usage for the previous period at the agreed tariff (cents per kWh). 
• A $20 inc. GST fee per charger per month (billed for each charger connected to the billing system) This covers the cost of the billing system and load management system, including system updates.  

The Owners Corporation sets the rate (cents per kWh). JET Charge provides a dashboard where the OC can:  

• Set and update the tariff  
• See all chargers at the building 
• Review historical charging sessions and transactions  

The OC pays a 2.8% payment transaction fee for 2.8% of the value of the usage funds charged. Most OCs simply set the tariff to cover the electricity cost, plus the 2.8% transaction fee, so that the solution remains cost neutral.  

JET Charge collects the electricity usage payments from the driver and reimburses the OC (less the $20 fee) to the shared electricity account on a quarterly basis to cover all charging electricity costs.  

Chargefox is one of Australia’s largest EV charging networks. They provide solutions for billing for charging sessions, for private and public charging stations. For more information, read here.

RFID cards are an effective solution to restrict who can start a charging session, and they do not need to be tied to a billing solution. Check the specs of each product to assess whether the charger is set up by default to work only with RFID cards, or is free to use. Note, RFID cards require a strong and reliable internet connection, so if the charger is in a basement consider whether an ethernet connection is a better solution than 4G or Wifi.

If you purchase chargers that will be pre-commissioned to Chargefox, we will include 2x RFID cards per charger with your order. If you purchase chargers that are going onto JET Charge Billing, we will send each end user 2 RFID cards.

If you are purchasing without creating an account, you will be able to pay with any major credit card at checkout.

If you have had an account approved, the following payment options are available at checkout:

• Credit Card: All major cards, with no fees. Recommended for fastest dispatch.
  
• Bank Deposit: An invoice is sent via email with payment instructions after purchase. A bank transfer is required before your order is shipped.
  
• Order and Apply for Credit: Place the order and a credit application will be sent. Once submitted and approved for credit, the order will be shipped. Allow 3–5 business days for a credit application review.
  
• Trade Credit: If you have successfully applied for credit, or have made two successful prepaid transactions, you will be able to complete an order using your credit account with your agreed terms. A $5,000 credit limit is applied to customer accounts after two successful prepaid orders.

If you are paying by Bank Deposit, you will receive an Invoice with Payment Instructions in your confirmation email after order placement. For all other Payment Methods, you will receive an email to the email address used in your Partner Store account once your order has been dispatched. It will be sent to the email address used in your Partner Store account. If you haven’t received an invoice, please email accountsreceivable@jetcharge.com.au with your order number.

All invoices will be sent to the email address used in your Partner Store account. You can confirm this email at the top of the Checkout page. At this stage we are unable to add an email address for invoicing that is different to your log in.

Email accountsreceivable@jetcharge.com.au to request copies of invoices. If you would like to change the email associated with your account please contact us.

After your first two orders via credit card or bank deposit, you will receive a $5,000 credit limit subject to a credit review of your business.

You can also apply for credit a by selecting Order and Apply for Credit at checkout. After placing the order a credit application will be sent. Allow 3–5 business days for a credit application review. Once submitted and approved for credit, the order will be shipped and you will have the Trade Credit available for future orders.

Trade Credit Limits are cumulative for your account and not a limit per order. Unpaid invoices and orders placed but not shipped reduce your available credit.

To check your credit limit and balance, or request an adjustment, please contact accountsreceivable@jetcharge.com.au.

You can reset your password by selecting “Forgot Password” on the Login page and follow the prompts.

Log in to your account, go to “My Account”, and select “Addresses” to update or add a new address. You can also add new shipping or billing addresses at checkout.

Currently, you are not able to have multiple users under one account. For the time being, we recommend using a shared account for your business.

As a JC Network Partner you’re subcontracting on a JET Charge project. In the Parter Store, you’re buying hardware and have access to supplementary documentation and resources for projects that you’re winning and delivering yourself. As a Network Partner you should continue to use JET Charge training resources and manufacturer training, directed by your works coordinator. If you’re already a JC Network Partner, joining the Partner Store will be extra smooth and easy; you’ll create and account and log in with the JCID you already have.

You can charge your electric vehicle at home using a domestic socket or a residential charger. Alternatively, you can use public charging stations. To find public chargers, use the free Plugshare app. Plugshare provides access to an open-source platform where users share photos and reviews of charging locations, giving you a preview of each station.

The app lets you filter charging stations by network (e.g., Chargefox, Tesla), charging type (AC or DC), and outlet type (10A power point, 3-phase outlet, etc.). You can also use Plugshare to plan longer trips—just enter your start and end locations, and the app will map out charging stations along your route.

At home: If you plan to use a domestic socket, you'll need a cable to use with your 10A power point to charge your car. If you're installing a residential charger, keep in mind that some chargers come with a tethered cable.

In public: Some public AC chargers (often found at cafes, car parks, shopping centers, hotels, etc.) require you to bring your own cable. In contrast, public DC chargers (fast/ultra-fast chargers) always have a cable attached, so you won’t need to bring one.

There are two main types of cables you can buy for charging your electric vehicle. The first type is for use with a 10A power point, and the second type is for use with a destination AC charger.

10A power point: You’ll need either a Type 1 or Type 2 cable, depending on your vehicle. These cables are known as Mode 2 cables or portable chargers.

Destination AC charger: there are two options - Type 1 to Type 2 cable or a Type 2 to Type 2 cable. The charger will always have a Type 2 socket, so one end of the cable must be Type 2, with the other end depending on your vehicle’s type (Type 1 or Type 2).

Cables come in different lengths—3m, 5m, and 10m— and diameters. Thicker cables can handle more current. Cables are also rated for different power levels: 7kW, 11kW, or 22kW. Most cars require a 7kW cable, while only a few can use 11kW cables. The 22kW cables are primarily used by freight vehicles. One of the most common cables on the market is an 11kW Type 2 to Type 2 cable.

Most car brands include a cable with the electric vehicle for use with a 10A power point. However, it's best to confirm with your car dealer to ensure a cable is provided.

The speed of charging your EV at home can vary based on several factors, including the power available in your home (single-phase vs. three-phase), your vehicle's on-board charger, the installation of a residential charger, and local installation regulations. Here’s a general guideline:

• Domestic socket: Approximately 10 km of range per hour.
• Single-phase, 7.4kW EV charger: 30-35 km of range per hour.
• Three-phase, 11kW EV charger: 50-55 km of range per hour (if your car has an 11kW on-board charger).

Public DC (fast/ultra-fast) chargers can charge a car’s battery from 20% to 80% in less than an hour.

Vehicle-to-Grid (V2G) technology allows you to use your car’s battery to export energy back to the grid for others to use. Currently, V2G is not available in Australia, as the technology has yet to be approved by the companies that maintain and operate the power infrastructure. Some companies, like JET Charge, are actively working to make this possible and are conducting testing and trials.