Existing Customers

Booktopia has implemented a new Message Centre for existing customers to help us communicate with you more efficiently.

Enquiries submitted in the Message Centre are given priority over a standard email sent to us.

Please click here to log into the Message Centre with your Booktopia Account details and submit a message. Your message will be prioritised over any other email sent to our normal email address.

By Phone

Customer Service Hours are Monday to Friday, 9:00am to 4:00pm AEST
Phone: +61 2 9954 1080 or 02 9954 1080 from within Australia
Fax: +61 2 9436 3584 or 02 9436 3584 from within Australia

Lane Cove West Head Office

Opening Hours (Monday to Friday, 8:30am to 5:30pm AEST)
Level 1, 27 Sirius Rd
Lane Cove West, NSW 2066

Mail Cheques and Money Orders to:

Booktopia Pty Ltd
Level 1, 27 Sirius Rd
Lane Cove West, NSW 2066
Australia

New Suppliers

Booktopia has been inundated with enquiries and books from authors wishing to supply to Booktopia directly. We feel it is time to outsource to an existing Australian book distributor, as we are not giving the enquiries the proper time or effort required to set up, stock, promote and distribute your titles.

We would like to advise you that Dennis Jones & Associates is very keen to assist you with the distribution of your book(s). We feel Dennis Jones will be an excellent avenue for you into the bookselling arena. They supply many other Australian retailers, including Booktopia. Therefore, in establishing a relationship with Dennis Jones as your Distributor, your titles will be listed on the Booktopia website, via Dennis Jones's data feed and distribution. It will also be great exposure for your titles as Dennis Jones has representatives out on the road promoting titles to physical and online bookstores already and have done so for many years.

Dennis Jones & Associates' contact details are:

Telephone: 03 9762 9100
http://www.dennisjones.com.au

Please contact Dennis Jones and let them know that you heard about them from Booktopia and you want your books to be listed on the Booktopia website. We look forward to selling your books!

Enquiries

By Phone

Customer Service Hours Monday to Friday, 9:00am to 4:00pm AEST
Phone: +61 2 9954 1080 or 02 9954 1080 from within Australia
Fax: +61 2 9436 3584 or 02 9436 3584 from within Australia

Lane Cove West Head Office

Opening Hours (Monday to Friday, 8:30am to 5:30pm AEST)
Level 1, 27 Sirius Rd
Lane Cove West, NSW 2066

Mail Cheques and Money Orders to:

Booktopia Pty Ltd
Level 1, 27 Sirius Rd
Lane Cove West, NSW 2066
Australia

Delivery Expectations

In Stock at the Booktopia Warehouse

Items that are in stock at the Booktopia Warehouse will state that they are "Ships in 1-2 business days". There is also be a red 'in stock' image on the product information page of the individual title that indicates if the title is actually in stock.

Occasionally stock runs out before the website is updated and you will be notified if you have been affected. Please note that if your order is placed during a "sale" period, dispatch time for 'in stock' items can be delayed due to increased volume of orders.

Items Not In Stock at the Booktopia Warehouse

Items that are NOT in stock at the Booktopia Warehouse will need to be ordered from the supplier.

Items that are in stock at our suppliers have this information listed under the 'Stock Availability' on the product listing.

If items are not readily available the our Order Processing Team will endeavour to contact you via the message centre or via 'Action Items' in your Booktopia account to discuss the time frame for these items. Items that are Pre-Ordered will be ordered automatically unless the listed publication date has changed.

Australia Post Deliveries

As of September 2011 the majority of our parcels are sent by the Australia Post eParcel

Average Delivery Times (as per Australia Post Information)

These can vary, especially during peak times so please allow for delivery times when ordering titles that are required for a gift or a specific date.

Concerned about how long your package is taking to arrive?

Unless you have confirmed that Australia Post can leave your item at the delivery address without a signature, you should receive a notification card if you are not home when the posite/contractor calls. You will need to go to your local Post Office listed on the card to pick up the parcel.

If the address is correct and you have not received the package, or a notification card, within an appropriate time frame, please log-in to your Booktopia account to get your Australia Post tracking number and check on the Australia Post site for a status update for your package, or call Australia Post Customer Service on 13 13 18.

If the package has the correct delivery information and has been deemed 'lost' after an Australia Post investigation, Booktopia will replace the items or issue a store credit if the replacement copies will not arrive in time. If Booktopia is unable to source a replacement copy due to the title no longer being available for whatever reason, a refund will be processed for the unavailable title and postage if applicable. You must contact Booktopia within six (6) weeks of receiving the automated 'shipping' email if your package has not arrived otherwise no store credit or refund (if applicable) will be available.

Incorrect and/or Insufficient Delivery Addresses

*** Address changes and/or corrections made through your Booktopia Account will only affect future orders placed after the changes and/or corrections are made. Any changes and/or corrections for current orders must be done by phoning Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or by sending a message via the message centre in your Booktopia account***

Please telephone if you have not received a response within 24 hours of making your request. If you have received the automated 'shipped' email, it is too late to make any address changes. (Don't forget to update your account for future orders after phoning Booktopia)

Mail Redirections

Please note that many of our Booktopia customers inform us that their Australia Post Redirections do not work with packages. Booktopia will not be responsible for replacing goods or extra costs if a redirection has not been successful. Please contact Customer Service before you move to ensure a current order has the updated details to minimize delays.

Pricing

All orders are subject to price and availability confirmation. If we cannot supplu the product for the originally advertised price then Booktopia will do one of two things.

If the increase in price is marginal then Booktopia will absorb the increase and proceed with the order and adjust the price on the website after processing your order.

If the price is significantly more then we will not proceed until we have consulted with the customer via the message centre in your Booktopia account and outlined the options. The customer will not be charged for that item until Booktopia has been given confirmation to proceed with the new price. You have 48 hours to respond to the options given to you. If you respond after this time frame, you will be asked to place a new order through the website. If there are other titles on the order that are readily available then they will be automatically ordered, regardless of what percentage of the order they make up.

Booktopia are not obligated to sell a title at the listed price if we are not able to source it from our supplier at the time of ordering as prices may have changed in the interim. In all instances you will be contacted via the message centre in your Booktopia account if there is a change of price and Booktopia will endeavour to find an alternative edition for the same price or discuss the possibility of purchasing the same title at the new price.

We reserve the right to correct any printing errors.

All prices on the Booktopia website are for orders placed via the website only. Orders placed by phone, fax (only for orders not with a Booktopia order number), in person at our office or by mail order will be charged the full RRP prices quoted on the website plus a $10 non-refundable administration fee as they will need to be hand processed by Booktopia staff.

First-time Shoppers

Welcome to the Booktopia website.

The system will remember multiple shipping locations if you use them over time.

For security reasons, you must enter credit card information each time you purchase.

Privacy Policy

Booktopia Pty Ltd keeps all personal information submitted in the strictest confidence. The information is kept on a secure server and is only used to process orders from Booktopia. This information will not be released to anyone other than necessary to fulfill your order. In some instances Booktopia Pty Ltd's suppliers will fulfill directly to you, the customer, to improve delivery times and your contact information is kept in the strictest confidence. We will not rent or sell your personal information to any third party outside of Booktopia Pty Ltd without your permission.

Third-Party Service Providers: Booktopia uses Australia Post, UPS, FedEx, and Spring Global Mail to deliver packages. Booktopia may provide these companies your email address ONLY to provide customers up to date delivery tracking of dispatched orders.

Customers should frequently check www.booktopia.com.au to see any recent changes on our Terms of Business and Privacy Policy.

Booktopia Affiliate Program

Do you have a website and want to make money sending referrals to Booktopia? We have an Affiiliate Program that enables approved websites to act as Booktopia agents by sending referrals to our website. Each referral to Booktopia that ends in a completed sale will earn the Affiliate commissions. It is as easy as signing up and adding one of the links or banners we provide to your website.

Booktopia uses the Clixgalore system to manage our program and all information, links, banners and reporting is available to you on Clixgalore. In order to apply to become a Booktopia Affiliate, please click here to create an Affiliate account. Your application will be submitted for approval and you will receive notification. We have banners and text links that you can use on your website to link to Booktopia - we encourage you to list titles from our website that your audience would be interested in and link through to the specific item on our website. All the tools you need are inside your Clixgalore account once you sign up and are approved.

Click here to apply to become a Booktopia Affiliate

For further information or questions, please contact our customer service department.

How to Buy

• Once you have arrived at an item you wish to purchase just add it to your shopping cart by clicking on the appropriate button found on the product information screen for each individual item listing. You can add as many items to the basket as you wish. If you wish to order multiple copies of the item/s, update the appropriate item/s with the number you want and click 'recalculate totals' to update your shopping basket. To delete any item from your shopping basket click on the �Remove� button found next to the line total.

• As Booktopia will only allow you to add additional items to your order within 1 business day of the original order being placed, please ensure all of the items you wish to order have been added to your shopping basket before clicking on the checkout button. We are unable combine orders after payment for the first order is processed.

• When you are ready, click to our Secure Checkout area and then proceed to register your details if you are a first time user or log in as an existing customer.

• You can nominate a different shipping address to your billing address. The system will remember all of the shipping addresses you have used in the past.

• You can pay by credit card, funds transfer, cheque or money order and PayPal. If you choose not to pay online, you must complete your order online first and receive an order confirmation email prior to forwarding any payment to Booktopia. If paying by funds transfer, cheque or money order, your order will only be processed once the funds have been received. If you wish to confirm the availability of any of the titles on your order before sending payment, please contact Customer Service on 02 9954 1080, Monday to Friday, 9.00am to 4.00pm Sydney time after you have placed your order via the website.

• If you do not receive an order confirmation email within a few minutes of placing your order it has not been successfully placed. Booktopia will not be held responsible for any missed communication due to the incorrect email address being used. If you have more than one email address, please check all email accounts before contacting Booktopia.

• All prices on the Booktopia website are for orders placed via the website only. Orders placed by phone, fax (only for orders not with a Booktopia order number), in person at our office or by mail order will be charged the full RRP prices quoted on the website plus a $10 non-refundable administration fee as they will need to be hand processed by Booktopia staff.

• If you can pick up at our Sydney Head Office then you can save on shipping. You can nominate that option in the Check Out area.

CHARGING OF CREDIT CARDS

A credit card is only charged after the Booktopia order team has confirmed availability. Items that are no longer available will be removed from the website and excluded from your processed order and therefore you will not be charged for them.

> If any delays are discovered on a particular title at the time of processing, you will be contacted via the message centre or by an �Action Item� in your Booktopia account with details of the options available to you. If you agree to a longer delivery time, your credit card will be charged at the time of confirmation.

Payment Options

If you choose not to pay online, you must complete your order online first and receive an order confirmation email prior to forwarding any payment, or contacting Booktopia with credit card details.

PAYPAL

Booktopia welcomes and accepts PayPal customers.

Paying with PayPal?

When you check out with PayPal, you will be redirected to the PayPal login screen where you can either log into your existing PayPal account, or sign up as a new PayPal user. You will then be asked to confirm your shipping address and payment details before being returned to the Booktopia website to complete your order. This will pre-authorise your PayPal payment to Booktopia.

The authorisation line will appear in your PayPal account. There will be a second line once Booktopia have captured funds from your account.

You must agree to Booktopia's Terms of Business and click the 'submit order' button to finalise your order and complete your PayPal authorisation. If you do not receive an order confirmation email within a few minutes of placing your order it has not been successfully placed. Booktopia will not be held responsible for any missed communication due to the incorrect email address being used. If you have more than one email address, please check all email accounts before contacting Booktopia.

Booktopia is only able to access your Paypal account once. If a title on your order is found to be not readily available we will process any other titles on your order and capture the funds required to cover the readily available titles. The remaining amount will be returned to your PayPal account and you will be contacted via the message centre in your Booktopia account with the options available to you. If you reply stating that you are happy with an extended delay, Booktopia will send you a "Money Request" via your Paypal account. PayPal will send you an email informing you of this. You will need to login to your Paypal account to see the money request on your account page. All you need to do click on the "Pay" button. Once we have received the funds from Paypal the title/s will be ordered.

Phone Orders

If you would like to call with your credit card details, please have your order number ready. Please contact Customer Service on 02 9954 1080, Monday to Friday, 9.00am to 4.00pm AEST after you have placed your order via the website, using the FAX ORDER option to complete your order online.

Order Confirmation

Availability of Products

With over 3 million titles listed on our website we are not able to keep all of them in stock, and the title you are seeking may have to be ordered in from an Australian, UK or USA supplier. Each item you order may have different delivery expectations depending on availability. Please also note that to offer the widest range of books online we rely on information provided by the publishers and distributors.

Our website is updated daily but titles can and do sometimes become temporarily unavailable whilst reprinting, or they may go out of print without prior notice from the publisher. If an item in your order is affected then Booktopia staff will contact you via the message centre in your Booktopia account to inform you of the delay and your order will be updated with the relevant information. You will receive an email asking you to log into your Booktopia account because your order has been updated.

Stock availability with suppliers can vary.

Order Changes

Address changes and/or corrections made through your Booktopia Account will only affect future orders placed after the changes and/or corrections are made. Any changes and/or corrections for current orders must be done by phoning Customer Service on 02 9954 1080, 9.00am-4.00pm Monday-Friday Sydney Time or by sending a message via the message centre in your Booktopia account

Gift Certificates/Store Credit Vouchers

Gift Certificates

Booktopia offers customers Gift Certificates for $20, $30, $50 & $100

Vouchers can be combined eg. 2 x $100 = $200. Simply place an order for 2 x $100 vouchers and contact Booktopia with your request.

Gift Certificates are non-refundable.

Booktopia Gift Certificates are redeemable via the Booktopia website and are valid for 12 months from the date of purchase. Vouchers do not have to be used in one transaction. Booktopia will NOT extend the expiry dates of any Gift Certificates.

When you purchase a gift certificate, you will immediately receive an email with a link to download the gift certificate. You can then either forward this link to the intended recipient or download a PDF via the link to print out and give to your intended recipient. A copy of the gift certificate is also stored in your Account on the Booktopia website.

Store Credit Vouchers

Store credit vouchers are available to customers when they have utilised the "No Questions Asked" Guarantee and decided to cancel or change an item on their order. As refunds are not applicable when a customer changes their mind, a store credit voucher containing the credit code will be emailed to the customer. The voucher will be for the amount of the cancelled title only.

A store credit code is valid for 12 months from the date of order cancellation and is not required to be used all in one transaction. Booktopia will NOT extend the expiry date of any Store Credit Vouchers.

Store Credit Vouchers are non-refundable.

Redeeming Gift Certificates and Store Credit Vouchers

To redeem a Gift Certificate or Store Credit Voucher, place the item/s you wish to purchase in your shopping basket and go through the checkout process. Simply add the code in the box labelled 'Gift Certificate, Store Credit and Promotion Codes' in the final Billing & Review screen and click "Apply" next to your entry to enable the code on your order.

If the code has applied successfully, you will see the results (free shipping, credit discount etc) immediately in the Order Summary above the box. Please check that the code has been applied correctly.

If you require assistance in completing an order please contact customer service in business hours. If you are placing an order outside of business hours and you require assistance you can choose to select fax as a payment option. Please then contact Booktopia during business hours to amend your order and gift certificate/credit code if required.

Delivery Charges

You can nominate free pickup from our office at Level 1, 27 Sirius Road, Lane Cove West NSW 2066 in the checkout process.

Booktopia uses UPS and NZ Mail to deliver orders to international delivery addresses and you will be charged accordingly based on the number of items of your order and the location for it to be shipped to. After you have placed your order, please send a message via the message centre in your Booktopia account with the telephone number and email address of the recipient to prevent any delays to delivery.

Delivery Charges For Orders To Non-Australian Addresses

** PO Boxes and Locked Bags acceptable for NZ addresses only

Please note that occasionally countries may charge the recipient duties on the 'import' of packages. As these charges are the responsibility of the recipient, please check the customs service in your destination country to see if charges are applicable. Booktopia will not reimburse customers on these import costs or refund if a customer refuses to pay them or accept delivery due to these unforeseen instances.

UPGRADING YOUR SHIPPING METHOD FOR AUSTRALIAN DELIVERY ADDRESSES:

To upgrade your order to Express Post, a further $8.50 is charged for the first 3 kg (i.e. regular shipping $6.50 + $8.50 = $15) and a further $15 per extra 3 kg if required. Please call Customer Service Monday to Friday, 9:00am to 4:00pm AEST, to request Express Post after placing your order.

Booktopia can only Express Post once the items are received into our warehouse.

Incorrect and/or Insufficient Delivery Addresses

Customers who enter addresses that Australia Post have deemed as having incorrect and/or insufficient details to ensure delivery may result in the following:
Delayed delivery
Lost parcel
Package/s returned to the Booktopia Warehouse

Incorrect and/or Insufficient address details might be one or more of the following:
No Company Name when required
No Suite Number when required
No Level Number when required
No School Name when placed on a customers account
No Department when required
Wrong house number
Wrong/misspelt street name
Wrong postcode
Wrong suburb
Wrong state/territory
Gift Person not provided at time of ordering (therefore will not be on delivery address)

Any package returned to Booktopia due to the above incorrect and/or insufficient information will require an extra delivery charge of $6.50. Also, if Booktopia has incurred extra fees to retrieve the package from Australia Post then these charges will also be borne by the customer before the package can be despatched again.

Important - we have found that many customers comment that previous packages have been successfully delivered even though the information was incorrect and/or insufficient on previous deliveries (even from Booktopia) and/or other delivery companies have "not had a problem before". Booktopia can only treat each returned item separately and look at the address provided by the customer for that order.

Free Pickup

You will receive a "dispatch" email when your order is ready for collection. Please do not arrive at our Sydney Head Office until you have received this notification, as your trip will have been in vain.

Pickup Address: Level 1, 27 Sirius Road, Lane Cove West, NSW 2066.
Phone: 02 9954 1080
Office Hours: Monday to Friday, 8:30am to 5:30pm AEST

Order Dispatched

It is too late to contact us with change of address details after you have received this email. If you have not received this email, your order is still being processed.

For change of address on uncompleted orders please call Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or click here to message us your new address details.

Click here for Delivery Expectations.

Secure Shopping

Gifts and Gift Wrapping

You can nominate a different shipping address to your billing address every time you place an order to have any orders containing gifts sent directly to the recipient. Please note that we cannot split an order so it gets delivered to more than one recipient.

Booktopia offers a gift-wrapping service. All items in your shopping cart will be included in gift-wrapping calculations and will be wrapped separately. The cost for gift-wrapping is $3.00 per item.

Currently there is not an option on our website for including a message with your order, however please feel free to contact customer service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST to discuss any messages you would like included in the package.

If you place your order correctly, your name will be visible on the address label.

Returns

THE BOOKTOPIA AUDIO & VISUAL POLICY

Booktopia lists many CDs, CD-ROM, MP3, Audio Cassettes and DVDs on the Booktopia website. These have descriptive icons on the cover images.

Many of Booktopia's customers choose to order these products and therefore it is incumbent on the purchaser to take note of the image and format displayed for each item when adding to an order.

THERE IS A NO RETURN & NO REFUND POLICY FOR ALL AUDIO AND VISUAL ITEMS. *Excluding Entertainment DVDs. Booktopia lists the format in each item, in the shopping cart, checkout and final payment details page. This does not affect your rights if the audio or visual item is faulty* or damaged.

*Please note that as Booktopia sources some titles from foreign countries, DVD's from these countries may not play on your DVD player due to regional code variations.

ITEM RECEIVED OR ALREADY DISPATCHED

"I have changed my mind"

For Australian Delivery Addresses Only: Booktopia offers a "No Questions Asked Item Guarantee" to return for a store credit any item (excluding Bulk Orders, firm sale titles and orders where an extra discount has been applied) a customer does not wish to own within three (3) months of original purchase date ONLY if the item is received back in resaleable condition. The store credit is to the value of the item being returned and not the cost of shipping the item from Booktopia to the customer.

The store credit will be valid for one year from the date of issue and will be emailed to you once the item has been received and processed. This will depend on when the Booktopia warehouse receives your return.

1. If you would like to return an item please contact Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or send a message via the message centre in your Booktopia account to lodge your intention to return an item quoting your Booktopia Order Number.
2. For details on sending your item back, please see 'How to return an item to Booktopia' section below.

"The item I have received is not what I expected."

If you are enquiring about a CD, MP3, Audio Cassette, Video or DVD that you have received then please see the Booktopia Audio & Visual Policy.

Examples: you expected a hardcover but received a paperback, you received the fourth edition but ordered the third edition, or you received a title with a different image on the front cover than you expected.

Please note this does not apply to item when the description lists the information regarding the item. For example, graphic novels.

ROUGHLY CUT PAGES: More recently, publishers choose to print books with an "unusual look". The publishing industry calls this style of roughly cut pages as "Rough-Cut" or "Bevelled-Edge" and is supposed to give the item an older feel. It is mostly found on hardcover titles. The publishers do not inform the distributors or booksellers that a particular title has been produced this way and therefore we cannot inform you about this on the website. If you do not wish to own a item of this style then you can use the "No Questions Asked" Guarantee to return it. There are no monetary refunds when this occurs.

Please note the "No Questions Asked Item Guarantee" may cover your item but Customer Service would like to assist you in determining whether the product was correctly ordered or advertised.

1. If you believe that the item you received is not what you ordered or is of an incorrect quantity, please contact Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST, or send a message via the message centre in your Booktopia account within 2 business days of delivery of the item.
2. For details on sending your item back, please see 'How to return an item to Booktopia' section below.

"I received a faulty or damaged item."

Booktopia visually inspects the outside of every item to ensure it has not arrived damaged from its suppliers. We do encourage all customers to flick through a book to ensure all pages are printed correctly, however we do know of instances that chapters can be missing or duplicated and you may only realise this on reading the book. Publishers will replace faulty items in almost every instance as long as it is still in print. Please note a CD or DVD is not tested by Booktopia staff therefore it is up to the customer to check that everything is in perfect condition on its arrival.

Booktopia does pack every parcel with care to ensure it arrives at its destination in the same condition it left our warehouse. Unfortunately a very small percentage of packages do arrive damaged due to mishandling by Australia Post employees and contractors as part of their standard parcel delivery program. As Australia Post offers Booktopia customers the most cost-effective and comprehensive delivery program we accept that some parcels will arrive damaged and require replacing.

1. If you believe that the item you received is damaged or is faulty please contact Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or send a message via the message centre in your Booktopia account to lodge the enquiry quoting your Booktopia Order Number within 2 business days of delivery of the item.
2. For details on sending your item back, please see 'How to return an item to Booktopia' section below.

HOW TO RETURN AN ITEM TO BOOKTOPIA

1. Any item being returned for a store credit will require enough packaging and protection e.g. bubble-wrap and cardboard to ensure a full store credit can be allocated on its return. If the item arrives with damages then a store credit to the value of what the item can be sold for in a damaged condition will be applied.
2. Booktopia will not pay for postage if you are returning an item because you have changed your mind. Some customers choose to return items by Registered Post, Express Post or a Courier Company to ensure safe delivery because Booktopia is NOT obligated to offer a store credit for parcels that do not arrive to the Booktopia warehouse at Level 1, 27 Sirius Road, Lane Cove West, NSW 2066.
3. Any item being returned must include a note in the parcel with the reason for return, the customer's name and the Booktopia Order Number.

1. Please keep your packaging until you contact the Booktopia Customer Service team as per the instructions above.
2. If you can re-use the packaging that Booktopia has sent then we encourage you to do so. Repackage the book securely using bubble-wrap and cardboard and tape the package back up so the book does not slide around inside the parcel. Mark the parcel as Return To Sender. Cross out your address so it is not re-sent to you. In this instance no extra costs to return the item will incur if you place the parcel in a standard red Australia Post box. Please note, if you lodge the parcel at the counter of an Australia Post office they will charge you and Booktopia will not reimburse you.
3. If you believe that the packaging cannot be re-used for whatever reason please discuss what to do with the Booktopia Customer Service representative that you speak to.
4. Please remember to include a note in the parcel with the reason for return and the Booktopia order number. If you are returning a faulty item then please also include on the note exactly what is at fault.

Entertainment DVD Return Policy

"I have changed my mind"

All Entertainment DVD's are sold on a firm-sale basis only. ie no Returns unless the DVD is faulty or Damaged.

"I received a faulty or damaged item."

If the DVD is faulty or does not play then Booktopia will replace the DVD, depending on availability once the original disc is received back.

If there is no replacement available an alternative of the same value, can be suggested by the customer, or a refund will be processed.

Booktopia does pack every parcel with care to ensure it arrives at its destination in the same condition it left our warehouse. Unfortunately a small percentage of packages do arrive damaged due to mishandling by Australia Post employees and contractors as part of their standard parcel delivery program. As Australia Post offers Booktopia customers the most cost-effective and comprehensive delivery program we accept that some parcels will arrive damaged and require replacing.

1. If you believe that the item you received is damaged or is faulty please contact Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or send a message via the message centre in your Booktopia account to lodge the enquiry quoting your Booktopia Order Number within 2 business days of delivery of the item.
2. For details on sending your item back, please see 'How to return an item to Booktopia' section.

HOW TO RETURN AN ITEM TO BOOKTOPIA

A Booktopia customer service representative will explain to you how to return the item but please note the following:

1. Any item being returned for a store credit will require enough packaging and protection e.g. bubble-wrap and cardboard to ensure a full store credit can be allocated on its return. If the item arrives with damages then a store credit to the value of what the item can be sold for in a damaged condition will be applied.
2. Booktopia will not pay for postage if you are returning an item because you have changed your mind. Some customers choose to return items by Registered Post, Express Post or a Courier Company to ensure safe delivery because Booktopia is NOT obligated to offer a store credit for parcels that do not arrive to the Booktopia warehouse at Level 1, 27 Sirius Road, Lane Cove West, NSW 2066.
3. Any item being returned must include a note in the parcel with the reason for return, the customer's name and the Booktopia Order Number.

1. Please keep your packaging until you contact the Booktopia Customer Service team as per the instructions above.
2. If you can re-use the packaging that Booktopia has sent then we encourage you to do so. Repackage the item securely using bubble-wrap and cardboard and tape the package back up so the item does not slide around inside the parcel. Mark the parcel as Return To Sender. Cross out your address so it is not re-sent to you. In this instance no extra costs to return the item will incur if you place the parcel in a standard red Australia Post box. Please note, if you lodge the parcel at the counter of an Australia Post office they will charge you and Booktopia will not reimburse you.
3. If you believe that the packaging cannot be re-used for whatever reason please discuss what to do with the Booktopia Customer Service representative that you speak to.
4. Please remember to include a note in the parcel with the reason for return and the Booktopia order number. If you are returning a faulty item then please also include on the note exactly what is at fault.

Cancellations

If the expected delivery times are too long, (eg. for a birthday present), then please discuss your requirements with Booktopia staff before cancelling as we may be able to fast track your order.

You must call Booktopia Customer Service on +61 (0) 2 9954 1080, 9.00am-4.00pm Monday-Friday Sydney Time, to cancel within 1 business day for a full refund. If you do not contact Booktopia by phone within the "1 business day cooling off period" you will be entitled to a store credit only if you wish to cancel all or part of your order.

Bulk Orders

School/Gov. Departments

1. Order on-line and pay on-line using a personal or corporate/govt credit card
2. Order on-line and select fax then phone or fax through credit card details
3. Order on-line and select cheque, organise a cheque to be sent to Booktopia. As soon as payment is received your books will be ordered from the supplier.
4. Order on-line and select bank transfer. Transfer details are given at the end of the transaction. As soon as payment is received your books will be ordered from the supplier.

We can only provide this after the order has been placed via our website

Wholesale

Entertainment DVDs

All entertainment DVDs will play in Region 4.

Click here for information about returns.

Terms Of Business

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Please note: 'Sale' emails are not part of the Buzz collection. If you do not wish to receive the 'sale' emails, you must unsubscribe from ALL newsletters.

My Account Changes

I HAVE FORGOTTEN MY PASSWORD

If you cannot remember the password you originally selected when creating your Booktopia account, please click on the 'My Account' tab found in the top right hand corner of the website. In the 'I have an account' box you will see 'Forgotten your password?' Clicking on this tab will redirect you to a screen where you are asked to enter your email address. This email must be the address you used to create your account with Booktopia. You will be sent an email automatically with instructions to reset your password.

HOW DO I CHANGE MY PASSWORD, THE EMAIL ADDRESS ON MY ACCOUNT OR MY CONTACT NUMBER?

If you wish to change your password or the email address from the one originally selected when creating your Booktopia account, please click on the 'My Account' tab found in the top right hand corner of the website and log into your Booktopia account. In the screen you are redirected to, you will see a box labelled 'Personal Information' where you will find an 'Edit Details' button to change your name, email address or telephone number. To change your password, simply click on the 'Change Password' button in the same box.

HOW DO I CHANGE MY ADDRESS?

*****Address changes and/or corrections made through your Booktopia Account will only affect future orders placed after the changes and/or corrections are made. Any changes and/or corrections for current orders must be done by phoning Customer Service on 02 9954 1080 Monday to Friday, 9:00am to 4:00pm AEST or by sending a message via the message centre in your Booktopia account********

To update the address details on your account for future orders, please click on the 'My Account' tab found in the top right hand corner of the website and log into your Booktopia account. You will see a 'Billing Address' box which contains an 'edit details' button to change any aspect of your billing address. When placing your next order, you will have the opportunity to update your address item either by changing an address that is currently listed or adding an additional address.