FAQ's

Frequently Asked Questions

 

 

 

What stock do you carry? How do I pay?
What is Out of Stock? How long for my order to arrive?
What is On Demand? What is On Backorder?
Can I pick up from you? I want to attend a conference
How do I order? School and Organisation Visits
Can I change my mind? I want Resources At Hand to attend my conference
My order arrived damaged what do I do? Shipping Questions

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 


 

Where are you located?

We are a home based/ web based business in Millmerran Queensland, Australia. 


Can we come visit?

Yes! You can, however we require you to make an appointment to make certain we will be home and not travelling for a conference please contact us on 0405710776


Do you carry stock or do you order direct from the supplier when I place my order?

We are proud to say that at least 90% of our items are in stock at any one time, on occasion there are items that surge in popularity and will be out of stock, rest assured however we have already placed an order for these and are awaiting delivery! We feel that it is important that customers know where their books are coming from and how long they will have to wait to get them.


An item I want shows "OUT OF STOCK" - can I still order it?

Yes you can. If an item is out of stock when you order it will be placed on backorder and shipped to you when it arrives. If it is shipped separately you will be charged an additional $7.70 postage when we make a second shipment. In some cases if you order a lot of 'Out of Stock' books we will wait and ship them together to save on postage. If you order an 'Out of Stock' item and want to wait and have all your items shipped together please contact us or place a note on the shopping cart so we know.


What does On Demand mean?

On demand titles are those which aren't as popular as others and as we are a small family company we can not afford to keep everything in stock. Titles deemed 'On Demand' will be ordered when a customer places an order, generally these books will be shipped within 10 - 14 days of you placing an order. If an 'On Demand' title shows stock we will ship straight away


What does backorder mean?

If we send you an email telling you a title is on backorder it means that it is currently not in stock and we will have to order it in for you. This will generally be 7 - 14 days depending on availability from the supplier.


Where do you ship to?

We will ship to all States and Territories in Australia.


Do you ship internationally?

Yes, but you will need to contact us for a quote as prices will be different for international customers as no tax is charged. Shipping will be calculated by destination.

 

How is shipping charged?

Shipping is a flat rate cost of $ 7.70. This amount is reviewed in line with price changes from couriers and Australia Post, however we will not raise shipping costs without providing notice. We do not charge a packaging and handling rate.


What company do you use to ship my order?

In most cases we will use Australia Post to ship your order, however sometimes large/bulky orders will need to be delivered by courier due to size, we use a variety of couriers to ensure cost effective and insured delivery of large orders


How long until I receive my order?

We generally ship orders within 1 day of receiving them, when it will arrive will vary depending on your location and how it was sent (courier or Australia Post). All items are shipped with a tracking number which you will be able to access through your account. Most items arrive within 3 - 7 days of shipment.


Can I pick up my order from you?

Yes, you can! Please leave a comment in the order field if you wish to pick up and pay your order on site. As we are a home based business, and travel often for conferences it is recommended you contact us prior to submitting your order to confirm a date and time for pick up.


How do I order?

There are multiple ways you can order from us

  • Online using our shopping cart
  • Email (never send credit card details through email
  • Phone
  • Regular mail

 

How do I pay?

There are multiple ways to pay for your items we offer the following payment methods

  • Invoice - we will ship your items with an invoice and then you are able to make a direct deposit, send a cheque/money order or ring with credit card details. Invoices are generally due within 14 days of shipment.
  • PayPal is also available for you to pay with, you do not require a PAYPAL account, and like EWAY is a secure method of transmitting your card details for payment and you are provided a receipt number.
  • You may also ring us to provide your credit card details
  • Cheque or Money Order is also accepted as payment, again please select invoice and quote your invoice number/order number so we know who's sending us payment


What if my item is damaged/broken?

We take great pride and care when packaging items for shipment, items are secured and covered with bubble wrap, however if an item does get damaged please contact us as soon as possible and we will arrange a replacement/refund


Can I change my mind?

Generally no, we do not accept items back after they have been shipped for change of mind, however we do offer an On Approval service if you are unsure of what title is suitable for you. We encourage you to give us a call and discuss your needs with us so we can assist you in making the right choice.


Help! I bought the wrong book.

We do understand that sometimes you may have purchased an item you already own, or it may not be what you thought it was. If this is the case you need to contact us straight away to discuss your options.


I want to attend a conference who do I contact?

If you would like to attend a conference that we will be visiting, please contact the host directly. All conference details are available on our conferences page.


I want you to attend MY conference - can you come?

Yes, we would love to! Depending on the location and dates we aim to attend as many conferences as possible throughout Australia. Contact us directly to schedule us for a conference, while we may have conflicting dates we have other ways to attend!


Do you visit schools and organisations?

Yes we do. Contact us to arrange a time and we will come visit you with a range of our titles for you and your staff to view. We will leave them there for a few days and then will come back to pick them up. This doesn't cost you anything and is obligation free!


Have other questions?

Contact us via email or phone and we'll help you the best we can!

 

 

 

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