Mercator Care

Lighting and Ceiling FAQs

Mercator has been servicing the lighting Industry for over 35 years, offering superb quality & modern lighting to leading lighting retail outlets throughout Australia. An Australian owned company, Mercator's team of people really care about their customers and have a common goal of ensuring total customer satisfaction.

Mercator is dedicated to offering the very latest and most comprehensive ranges of decorative domestic lighting & ceiling fans. With our global approach to market research, searching the world for quality designs, styles and features is part of our product development culture  . All of our products are of excellent quality, comply with Australian standards and are fully gauranteed.
Mercator cares about your problems, which is why we provide our own Customer Service Centres', that handles any product or service queries, with effective & efficient resolutions & advice.  

FAQ's

FAQ's

How do I become a Mercator Customer?

How do I become a Mercator Customer?
Becoming a Mercator customer/stockist is an easy process.

Firstly contact Mercator through

Tel:  (03) 9302 6200

Register your interest to become a Mercator stockist. You will receive a phone call within 5 business days from the sales representative assigned to your geographical area. The Mercator representative will then answer all of your questions/queries about becoming a Mercator customer.

How can Mercator help my business grow?

As well as providing a customer service centre & online care centre, Mercator offers its Bright Ideas promotion, which carries with it over 15 years of experience & tradition. The promotion carries the extremely successful Bright Ideas Catalogue, which is released twice a year (summer & winter collection).
It is used as a vehicle to launch Mercator's newest products and ranges. The catalogue has built an extremely large following within the lighting industry, and provides the opportunity for retail outlets to promote themselves throughout the catalogue. 
Distributing over 1 million Bright Ideas catalogues every 6 months, the catalogue is an extremely fast & effective way to help your business grow.
As well as the Bright Ideas promotion, Mercator lists all of its stockists on its find a store directory located on its website. This allows end of line customers who visit the sight to view your store details at any time.
In addition Mercator is involved as an exhibitor in several national trade & gift fairs throughout the year. Mercator use this as an opportunity to expand its brand & product offerings to both retail & end of line customers alike.

Does Mercator provide Customer Service Support?

Mercator cares about your problems, which is why we provide our own Customer Service Centres', that handles any product or service queries, with effective & efficient resolutions & advice.

Mercator Customer Service Centres':

VIC, SA, QLD, TAS & NT     Ph: 1300 552 255  Fax: 1300 552 256
NSW & ACT  Ph: 1300 303 335  Fax: 1300 133 828
WA Ph: 089249 4447  Fax:

How do I install a DIY fitting?

Installing a DIY fitting is easy with these basic instructions:

  1. Start by turning off the power to your light.
  2. Remove globe and unscrew batten holder skirt.
  3. Place light fitting base over the batten holder.
  4. Refit the globe.
  5. Attach the glass shade onto light fitting skirt and gently tighten the screws into place.
  6. Switch on power.
Do you have a mailing list?

Mercator has a mailing list that you can subscribe to below.  Sign up to receive information on our latest catalogues, new product releases and and great competitions.

 







Ceiling Fan FAQ's

Ceiling Fan FAQ's

My fan will not operate with the remote control?

1. Did it come with the fan?           
2. Is it a Mercator remote control?           
3. If NO seek the services of the remote supplier.           
4. If YES check for these things.           
5. Check the dip switches in the handpiece and the receiver correspond.           
6. If you have an identical remote control check the receiver by using the other hand piece and readjusting the dip switches           

My remote is not responding.

1. Replace the batteries.            
2. If you have another hand piece indentical to the one that is not working record the posistion  of the switches in the handpiece. Change the handpiece which is not working to match the one that is working.           
3. Has any liquid been spilt on the remote?           
4. If yes, then advise the customer they will have to purchase a new unit.           

* if the fan now works,  direct customer to where they purchased it from or Mercator can replace.         
*  If it does not work same as above (needs replacing)           

My remote receiver will not fit into the canopy cover?

All Mercator remote controls will fit into the standard ball joint canopy of any Mercator ceiling fan.           

Can I install a remote & wall control on my fan?

A fan CANNOT be installed with both controls. You must choose one or the other.           

The fan does not spin at the same speed as the other fan in my room.

Minor variations of speed may be evident between different fans, even in the same model and is not a fault and is not covered by warranty.

I am installing 2 fans in one room can I operate them from 1 control?

YES. Each ceiling fan requires its own remote control unit, how ever as long as you request the fans be set to the same frequency by the electrcian you can operate both / all of the fans from one handpeice.

I have two fans operating from different remotes and they are both coming on together.

You need to have your electrician return and set the frequencies to different settings to operate the fans independantly.

Can I purchase extra blades for my fan?

YES, Replacement blades can be purchased thru  your retailer / they will need their model no of fan           

I unpacked the ceiling fan box and the glass was broken.

As long as Mercator were notified within 48 hours a replacement can be sent to the retailer at no cost under warranty. Model no is required.           

Can you tell me how to wire up the controller & fan?

1. NO sorry we cannot do this as we are not qualfied electricians and can be held liable for any problems or damage that occurs.

2. customer has to have an electrician to install?           

3. if it the installing electrician it is still NO. we can either pass him onto one of our service agents or get one of our agents to contact them direct.           

How do I clean my ceiling fan?

1. Simply dust the ceiling fan on a regular basis to ensure dust and dirt do not build up on the housing or the blades of the product.         
2. Every now & then a wipe over with a damp cloth ensures that any dust that has stuck is removed.                
3. This maintenance will also help if your are living on coastal areas due to build up of salt.           
4. Do NOT wash / soak blades in water.           
5. Do NOT hose down with water if fan is situated under pergola outside. Electricution may occur           

How do I change the light globe?

1. Refer to your instruction booklet.           
2. Cant find - What is model no of fan, is it our light fitting?