Frequently Asked Questions
If you have any queries about how to use our online store please check the FAQs below, or the Terms & Conditions page. If you still require assistance do not hesitate to email or call our subscriptions department:
Phone: (02) 9028 5428
Do I have to log in or make an account to place an order?
No, you can place orders and checkout as a guest any time. If you want to be able to save your billing and delivery information however, it's best to create an account.
Why can’t I login to my account?
If you have not accessed your account since November 2016 then you will have to make a new account. If you have accessed it since then, you may have to reset your password using your email address. If you are still having trouble please call (02) 9028 5428 during business hours or email email@example.com. Remember, you can always check out as a guest without having to log in.
Where do I enter my subscription ID number?
You no longer need to enter your subscription ID number when buying online – we use your name, address and email address when matching records on our database.
How much is postage and how is it calculated?
Delivery is from Sydney, Australia and postage within Australia is free. The cost of postage to other parts of the world is incorporated into the the product price which will update automatically at checkout according to the delivery address. Remember, if you are sending anything containing a subscription that means a minimum of six deliveries over 12 months are factored in to that equation.
What is the difference between ‘billing’ and ‘delivery’ address details?
The billing details are the name and address of the person purchasing the order, and the delivery details are the name and address of the person receiving the order:
- If you are buying a gift for a friend then you need to make sure the billing details area has your name and address, and the delivery details area contains the name and address of the gift recipient. When you get to the billing address details page, make sure to select the box Not the same as delivery address and input the correct details.
- If you are buying something for yourself, keep all the details in both the delivery and billing pages the same. An easy way to do this is by using the checkbox same as delivery address when you get to the billing details page.
Can I send items in my order to multiple addresses?
Unfortunately our online system only allows one delivery address per order. If you would like to send items to multiple addresses, you will need to place them all as separate orders. Alternatively, we are very happy to process orders with multiple addresses over the phone – please call us during business hours on (02) 9028 5428 and have your credit card ready.
How do I place a gift order?
- When adding a product to the cart, choose the ‘gift’ option from the drop-down menu.
- When checking out, please make sure the billing details area has your name and address, and the delivery details area contains the name and address of the gift recipient.
When we process the gift order, we will also send a nice gift card with the order identifying you as the gift giver. If you would like a personalised message on the gift card please contact us within 24 hours of placing the order on (02) 9028 5428 or email firstname.lastname@example.org.
How do I keep a gift subscription renewed?
If you have given a subscription as a gift, you will be reminded to renew the subscription, well before it ends, with several letters. If you take no action, we will then send a letter to the gift recipient in case they would like to renew the subscription themselves.
How do I know when to renew my subscription?
You will be reminded to renew your subscription, well before it ends, with several letters. If you have given a subscription as a gift, after the first couple of letters are sent to you (if you have taken no action), we will send a letter to the gift recipient in case they would like to renew the subscription themselves.
I’ve renewed my subscription but I still got a renewal letter in the mail.
Sometimes in the time between when a renewal letter has been posted and it arrives at your door, you may have already renewed your subscription – in this case please just disregard the letter.