General FAQs

Answers to your Questions

COMPANY INFORMATION

Who is Visible Dust?

VisibleDust is a Canadian Company that uses its knowledge of and research into biochip technology to advance the science of removing dust from the surface of delicate objects such as digital SLR sensors.

VisibleDust revolutionized the sensor cleaning industry by introducing the world’s first Sensor Brush®. Utilizing a patent-pending procedure, Sensor Brush® is capable of attracting dry dust with enhanced static-electric charges. Since then our research and development have introduced cutting-edge products that include the renowned Arctic Butterfly®, our travel-safe cleaning solutions and swabs.

Visible Dust is a renowned producer of high-quality DSLR cleaning products, specially tailored for the digital sensor. The Sensor Brush®, Arctic Butterfly® (Super Bright), Quasar™ Sensor Loupe®, Sensor Clean™, VDust Plus™, Smear Away™, and special Visibledust Swabs™ for sensor wet cleaning are a few of our outstanding products.

Visible Dust is distributed and supported by Pixel One in Australia, the same company behind NiSi, Sirui, and Explorer Tripods. We offer local Australian warranty and support.

Where are you located?

We are located in Sydney, Australia. Our office address is Suite 1 / 64 Alexander St, Crows Nest, NSW. Every order ships from our warehouse in Sydney to all areas of Australia.  

Can I visit you?

The best place to buy is at our online store and you can collect an order from our office rather than have it shipped if you are based in NSW. Please note this is a pickup point and office and not a full retail store.

What Are your Business Hours?

Our office hours are Monday to Friday 9 am to 5 pm (AEDT). We are closed on public holidays and weekends. The best way to contact us is to use the form on our Contact Us page. 


SHIPPING INFORMATION

What Shipping Methods Are Available? 

We currently provide shipping with Startrack (a subsidiary of Australia Post) to all areas of Australia.

Do You Ship Internationally?

We currently ship to Australia.  Find out more about our shipping here.

How Long Will It Take To Get My Order? 

Most orders placed before 2 pm on business days will be shipped on the same day. Depending on your location and the selected shipping option it will be 1-5 business days to receive your order. Selecting the Express Shipping option will offer the fastest option to most areas and will usually be delivered to most capital city metro areas in 1-2 business days.

How do I know if my order has shipped? Can I track it?

Once your order ships, you will receive an email containing your tracking number. If for any reason you have not received your shipping confirmation email and your order date is past 2 business days, please let us know using the contact form on our Contact Us page. We will be happy to find out what exactly is going on with your order.

You can see your order status at anytime HERE.


PAYMENT INFORMATION

What Payment Methods Are Accepted?

We accept all major credit cards and PayPal using the PayPal network. You can pay with your credit card if you don’t have a PayPal account.

Is Buying On-Line Safe?

We use the PayPal network to process all payment transactions. PayPal offers purchase protection and well as industry-leading security technology. We are a registered family-owned Australian business based in Sydney.


WARRANTY AND SUPPORT

Do you offer a warranty?

The Visible Dust Australian warranty covers material and manufacturing defects existing at the time of the purchase and during the first 12 months. The warranty only comes into force if the proof of purchase is shown. Visible Dust Australia will only provide a warranty and support for products purchased from the Australian online store or our Resellers/Dealers.

VisibleDust will NOT be responsible for any consequential or incidental damage resulting from improper use or not following the published instructions of any products purchased from us.

Do you offer a warranty for eBay or Amazon Purchases?

Please be aware that you should only buy from authorized resellers on eBay or Amazon stores. That way, you have the benefits of local warranties and support.


ORDERS AND RETURNS

How do I place an Order?

Purchases can be made from our online store or over the phone. Please Contact Us if you need further help in making a purchase. 

I made a mistake. Can I change my order?

We strive to process orders as quickly as possible. We will try to accommodate any order change if possible. The quickest way to get in contact with us is by using the contact form on our Contact Us page. Please be sure to include your order number and let us know what changes need to be made. We will be sure to let you know, as quickly as possible, whether we were able to make the changes. Only unopened sealed products can be returned for exchange.

Do I need an account to place an order?

Accounts are great as you can record your purchases from us over time.  We also have an option to checkout as a guest if you prefer.

How Do I Track My Order?

Once your order ships, you will receive an email containing your tracking number. If for any reason you have not received your shipping confirmation email and your order date is past 2 business days, please let us know using the contact form on our Contact Us page. We will be happy to find out what exactly is going on with your order.
You can see your order status at anytime HERE.

How Can I Return a Product?

We do not accept returns for “incorrect choice” or “change of mind” so please choose your products carefully. In special cases, we may agree to exchange incorrectly ordered items that are still in brand new (sealed) condition including the packaging (If an exchange is approved a 10-20% restocking fee may apply). Any freight and insurance costs to return the item to us are at your expense. This includes the liability for any lost freight.

Returns are not accepted on used products.

No returns on solutions.

Who should I contact if I have any queries?

The fastest way to contact us is to use the contact form on the Contact Us page.  Our business hours are Monday to Friday from 9 am to 5 pm (closed public and NSW holidays) and we will do our best to respond quickly during these hours. 


Need Assistance?

Send us a message or call our office with any inquiries you have.

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