The Gideons International in Australia Incorporated (‘Association’)
All prices on The Gideons International in Australia Inc. website are in Australian dollars.
CREDIT CARD HANDLING POLICY
The Association uses NetSuite to store all customer details and transactions. NetSuite has been configured to use E-Way to handle the processing of credit card transactions.
NetSuite meets the requirements of the Payment Card Industry (PCI) Data Security Standard. You can confirm that NetSuite successfully completed the Visa U.S.A. Cardholder Information Security Program (CISP) review by visiting the Visa U.S.A. web site (www.visa.com/cisp) and viewing the “List of Compliant Service Providers.” For additional information about the PCI Data Security Standard, visit https://www.pcisecuritystandards.org.
With E-Way all customer and credit card data is secured by military–grade software and encrypted by Ingrian devices to offer the highest level of protection possible. E-Way is tier one PCI DSS compliant, meaning E-Way adheres to the highest security standards set by Visa and MasterCard.
This policy sets out details of delivery for online requests, orders or purchases. If you require clarification or have any questions, please contact our Customer Service Centre on 02 6286 1566 (9.00am to 5.00pm Monday to Friday).
Where we deliver
The Association will deliver to most addresses within Australia (including external territories), but do not deliver to international locations.
In general, either courier or Australia Post will be used to deliver your order. For larger items, delivery is usually made by courier to a street address because of the lower costs. The Association can deliver small items to a PO Box if no street address is available.
Some remote locations can be very difficult to service. In some instances, the delivery will be made to a local depot where you can collect your products.
The locations we can deliver to may change from time-to-time. Please call our Customer Service Centre to find out if we deliver to your location.
How and when we deliver
All deliveries are made 8.30am to 5.00pm Monday to Friday by the Association’s chosen carrier. For orders placed before 4.00pm on a weekday, please allow from the confirmation of dispatch:
- 4-6 working days for delivery to a capital city in any Australian state;
- 5-10 working days for delivery to most large regional towns; and
- 7-14 working days for delivery to all other locations.
During peak periods (eg. Christmas, Easter) delivery may take up to 14 working days.
Please note that these delivery times are estimates only, and actual delivery times may vary. Large orders require extra handling and may take longer to assemble and transport.
Items may be delivered to you individually and/or separately by different couriers and transport agencies.
For large orders, the courier may attempt to contact you to arrange a delivery time using the contact details provided by you.
We are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control.
For certain products, items may be delivered directly to you by the Association’s supplier. The supplier will contact you shortly before delivery to arrange a suitable delivery time and delivery location (where reasonable) at your address. The supplier will contact you on the day prior to delivery to confirm these details. The supplier will deliver the product to your requested location at your address wherever possible. Please ensure that your requested delivery location is free from obstructions and is otherwise in a clean and tidy state to prevent any delivery delays. At the time of delivery, you will be asked to sign a form to acknowledge that the goods were delivered in good and proper condition. Where you have requested that a representative accept delivery of the goods on your behalf, this delivery acknowledgment will be obtained by the supplier from your representative. Please note that the supplier is under strict instructions to only deliver and obtain delivery confirmation from you personally unless you agree to other arrangements with the supplier.
Cost of delivery
There is no charge for delivery unless there is a rush order. (The cost of standard delivery is factored into the price of the goods.)
Acceptance of delivery
Unfortunately, the Association and its carriers are unable to provide an estimate of the delivery time. If you are unsure if you will be available at the delivery address during the delivery hours, we recommend nominating a work address or address of a family member who will be present during the delivery hours.
Deliveries by Australia Post using Parcel Post or Express Post must usually be signed for. Anyone at the delivery address who receives the products shall be presumed by the Association to be authorised to receive the products. In the instance someone is not able to sign for your delivery, Australia Post will leave a card and you will need to collect your delivery from the closest Post Office.
Deliveries by other carriers used by the Association must be signed for unless written instructions have been given to leave the products in a specific location. In some instances, you will need to contact them directly to make alternative delivery arrangements, which may include a re-delivery fee.
Please note that risk for loss or damaged product passes to the customer upon delivery of the product(s) by the courier.
If your delivery has not arrived, please contact our Customer Service Centre. If you wish to return a product delivered damaged or otherwise, please refer to the Association’s Online Returns Policy.
We are unable to deliver dangerous goods.
RETURNS AND REFUNDS POLICY
The Association will refund or exchange goods purchased via the online store. Please retain your proof of purchase (email receipt) and follow the instructions below.
Change of Mind
We do not provide returns or refunds in relation to electronic items when you have changed your mind.
We are not obliged to provide a refund or replacement for a ‘change of mind’ request. If we agree to your ‘change of mind’ request, the following applies: all physical items shipped sealed or shrink-wrapped must be returned in original sealed / shrink-wrapped condition.
Returns for refund for change of mind can be requested via our ‘Contact Us’ page.
Damaged or Faulty Items
We guarantee that the goods you receive from us will be of acceptable quality, fit for the purpose for which they are sold, match the description and sample of those goods on our website. Where an item has arrived damaged, mis-bound, or faulty or does not meet the consumer guarantees under the Australian Consumer Law, please let our customer service team know by visiting our ‘Contact Us’ page or calling the national office on 02 6286 1566 (9.00am to 5.00pm Monday to Friday).
Where goods do not meet the consumer guarantees and there is a major failure in relation to the goods, you are entitled to the following remedies: a refund in relation to the goods purchased; a replacement product which is identical or of similar value if reasonably available; or compensation for the drop in value of the goods. We may request to see your proof of purchase. If there is a minor failure in relation to the goods, we may elect to: provide a refund, replace the goods or repair the goods.
Incorrect product delivered
We apologise for the inconvenience. We will resend the correct item to you as soon as we can. Contact the Association’s national office on 02 6286 1566 (9.00am to 5.00pm Monday to Friday).
Refunds will be normally issued using your original payment method.
How long will the remedy take?
We will make every effort to process remedy claims within 5 business days of receipt at the Association’s office. Where we provide you with a refund, please note any credit to your card account may not appear on your credit card statement until a future billing cycle, depending upon your card issuer’s procedures.
Please contact the Association’s national office on 02 6286 1566 (9.00am to 5.00pm Monday to Friday) if you have a return query.