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In this section, we hope to answer your questions.
If, after reviewing this section, your question is still not answered,
please do not hesitate to contact us
with any questions that you may have. We will have a response back to you within 2 hours during normal working hours (Monday - Friday 8:30am to 4:30pm, A.E.S.T.).
1. When will I get my order?
Most orders are shipped within 48 hours [unless there are items out of stock or delay in stock arrival at our distribution facilities] and are then delivered to most capitals in 3-5 days and to most regional areas within 5-7 days.
2. Do you ship C.O.D. (Cash on delivery)?
No, we do not offer COD shipments within Australia but do offer the ease of direct deposit from your bank to ours. When you order we will email you our banking details.
3. How do I check the status of my order?
- Once you have placed your order you will receive an email with a copy of your order and your order number.
When your order is shipped we also send you another email with all shipping details including consignment number.
You may contact our Customer Support if you believe there has been some delay in receiving your order. Please be sure to include your Order Number when you contact us.
- If there is a concern (i.e. we need more information from you), we will contact you.
4. What are your shipping costs?
Craft Products Australia deliver anywhere in Australia for ONLY $6.95 standard Australia Post.
Priority Express at $14.95 covers only orders fitting into standard Priority Express satchels (500g and 3kg ) delivered to QLD, NSW, ACT and VIC, and $22.95 to WA, NT, SA and TAS. When we receive any order that does not fit these requirements we will contact you with a quote price for your approval prior to shipping.
5. What are your minimums?
On our website, each item description will state if there is a minimum or if you can purchase the items individually.
Papers and cardstock are only sold in the pack sizes supplied by manufacturers (eg: 10, 15, 20 and 25 papers per pack).
Please Note: there is no minimum order value.
6. How do you handle Out of Stock Items
CraftOnline.com.au makes every effort to ensure we have ample stock of all products available at all times. However, it is sometimes impossible to predict demand and unforeseeable delivery delays from suppliers. This occasionally leads to some items being out of stock.
All orders are filled on a first come, first served basis. It is possible that you may place an item in your shopping cart as it is in stock but when it gets to our warehouse it is out of stock. While we make every effort to have sufficient quantities available of all products to prevent this from occurring, sometimes it is beyond our control.
If the of stock item is due to be replenished within three working days we will hold your order until the item is received before posting.
If the out of stock item is not expected within three working days we will ship your order and you will need to reorder at a later date. Unfortunately due to the need for timely processing of all customer orders we are unable to hold back your order and advise you of any out of stock items prior to shipping.
If there is any out of stock item on your order we will email you a coupon for free standard shipping of your next order.
We are very sorry, but we do not back order products.
7. Pricing
All prices are in Australian Dollars and are inclusive of GST and are subject to change without prior notice. Shipping is additional and for standard postage is only $6.95 for any size order. At CraftOnline.com.au we aim to keep our prices as low as we can.
8. Do you ship internationally?
No
9. What Customer Support help do you offer?
Our goal is to provide fair and timely customer support. If you are unhappy with any products please contact us so we can arrange a replacement, refund, or other appropiate resolution. Please be assured we will work with you to find an equitable solution in the event of a problem.
10. What is your Return Policy?
We accept returns for defective items or unopened items that are in a new and re-saleable condition. We do not accept returns on items that have been opened or marked as Clearance Items. Please contact our Customer Support at sales@craftonline.com.au for return authorisation and to arrange for a replacement or refund if applicable.
Please note: We do not accept returns sent COD.
11. Do you have a "real" store?
We are an online retail store with a warehouse distribution facility. We do not have a traditional bricks and mortar store. Since our customers are unable to physically visit us, we make every attempt to make your shopping experience at our virtual store as comprehensive and satisfying as possible.
12. Do you have a Catalogue?
Many customers inquire as to whether or not we have a catalogue. Since our inventory of over 18,000 products changes weekly it would be impossible to update in printed form. We like to think of our webstore as a virtual catalogue. The majority of our products can be displayed with a picture, price and description.
13. Do you sell wholesale?
We do not sell wholesale. CraftOnline.com.au is a retailer and does not offer wholesale pricing. We do offer discounts on some bulk purchases. Contact Customer Support ro see if this option is available for your particular purchase.
14. Do you have a Clearance Range?
We do, from time to time, have clearance items. These are offered at a discount on our normal price and can be recognised by "XXX" in front of the product description. Please note the price shown on our website for these products is the discount sale price.
15. Is CraftOnline.com.au a secure site?
CraftOnline.com.au is very concerned about site security on the Internet today.
That is why we have made sure that we have followed and surpassed all
industry standards necessary for a secure site. These include encrypting
all data that you give to us, processing your credit card information
in a safe and responsible manner, and not sharing any information that
has been given to us by you, our customers. We want you to feel confident
when ordering from CraftOnline.com.au, and we are doing everything we can to
continue to operate a secure site. If you have any other questions
concerning site security, please feel free to e-mail us at
Customer Service
16. When is my Credit Card processed?
When you place an order, your credit card is not charged until just prior to your order being shipped. We do NOT preform credit card transactions online, and no card details are stored on the internet.
We take security very seriously.
17. What is your return policy?
Goods found to have manufacturing defects will be replaced at no charge.
All claims must be approved for return prior to the return of the goods.
Claims for faulty stock must
be reported to Craft Products Australia within three (3) days of the receipt of the order.
Any discrepancy (pricing, quantity, taxes etc) should be reported to us immediately.
This will ensure prompt corrective action on our part. A copy of the relevant invoice
must accompany returned items.
All items returned are subject to individual inspection. Any item found not to be our
product or not showing a
manufacturing defect will not be allowed.
Any returns arriving COD or collect will be refused. Seasonal items will not be
accepted for return after the end
of the particular season. Returns must be in original package quantities. Part packages
will not be accepted for return.
If you have any questions about the return of your item, please
e-mail
us or call 1300 735 102 Be sure to include your order
number and e-mail address with any correspondence.
18. Where are you located?
We are located in Queensland, Australia.
Our mailing address is:
Craft Products Australia
PO Box 60
Kedron, Queensland, 4031
Australia
Telephone Number: 1300 735 102
19. Will I have to pay GST on my order?
All prices shown on this website include Goods and Services Tax (GST) for
deliveries within Australia.
If you are ordering from outside Australia for delivery outside Australia
the GST rate of 10% will not apply.
20. Can I save items to order at a later date?
Yes! if you wish to save individual items you can select the
Wish List option. Click Here for Wish List Login
If you wish to save your whole order to continue again at a later date you can select the
Save Order option. Click Here to Go to your Saved Cart
Click here to read more about 'Wish Lists' and 'Saving Carts'
21. Coupons
CraftOnline.com.au issues, from time to time, Coupons for Discounts, Free Shipping etc.
Please note only one coupon can be used at any one time when ordering
(ie: if you have a coupon for free shipping, it cannot be used with any other discount coupon)
22. Do you have a Privacy Policy?
We understand that our
customers are concerned with privacy, so we have initiated policies to
ensure that your personal information is handled safely and responsibly.
We collect customer information in an effort to improve your shopping
experience and to communicate to you about our products, services, contests
or promotions.
From time to time, we will send informational e-mails to you concerning
Craft Products Australia information only. These would
be specials, contest information or short messages containing information
that we think you would want to know. If at any time you wish to stop
receiving these e-mails, we give you the option to remove your name from
our mailing list with one easy step. We will NOT sell, rent or share your
e-mail address or personal details with a third party. We understand that this
information is private and will handle it in a responsible manner.
For more information, click here.
23. All About Cookies
Cookies are small text files that are written to a user's hard disk by their web browser.
Cookies cannot contain a virus and are often used by a web server as your ID or to remember
what you looked at last.
You get the cookie on your first visit to the site. After that site can read the cookie to
identify a user.
Click Here to read more information on Cookies and what they do.
24. I am having trouble clicking to the next page?
If you are having trouble clicking to the next page in the shopping cart, or if your page keeps coming up saying
"shopping cart empty", or "an error occured please restart shopping" this may be caused by your 'cookies' being set to 'off'.
You can re-set your cookies by following the steps below.
Click Here to read more information on Cookies and what they do.
If you're using Internet Explorer 6.0:
- Choose Tools, then
- Internet Options.
- Click the Privacy tab,
- Default setting is medium. Move the slider to determine which setting you prefer.
- You can also click on Advanced for specialized cookie treatment.
If you're using Internet Explorer 5.0:
- Choose Tools, then
- Internet Options.
- Click the Security tab,
- Click Internet, then Custom Level.
- Scroll down to Cookies and choose one of the two options.
If you're using Internet Explorer 4.0: click here
In Internet Explorer 3.0 click here
If you are using Netscape Navigator 7.0: click here
If you're using Netscape Communicator 4.0:click here
If you are using Firefox:click here
Click Here to read more information on Cookies and what they do.
If you have further trouble please contact us here or call us on 1300 735 102
26.Using Gift Certificates
Using your gift certificate is easy:
- Visit our Web site.
- Select the items you want.
- When you have selected the items you want, hit the PROCEED TO CHECKOUT
button. You can redeem your gift certificate by entering its Gift Number
on the order form.
- REMEMBER: Always enter the word 'Gift' when you enter your certificate ie: Gift-1010010-1234
You can also print Gift Certificates to give as a gift, click here to view printable Gift Certificates.
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