FAQ

1. How do I complete an order on your site?
2. Who owns and runs QBD The Bookshop and its online store?
3. How do I log into my account on your website?
4. I have found an error on your site what should I do?
5. I cannot find the book I am after on your website?
6. How long will my order be?
7. Where is my book and what does 'on order' mean?
8. What payment options do you currently accept?
9. How do your delivery rates work and how long does delivery take?
10. How can I contact QBD The Bookshop Online?
11. At what stage am I charged for my purchase?
12. Is it safe to purchase from your site?
13. Will you keep my credit card details online?
14. Do you respect my privacy?
15. Why does my basket disappear when I go to the check-out?
16. How do I change my account information?
17. I'd like to return an item. What is QBD's returns policy?
18. My book is on back order / awaiting supplier, how long does this take?
19. Do purchases made from the online store count to my Club QBD card?
20. Why can't I see my orders listed in my account order history?
21. How much will postage cost me for delivery within Australia?

How do I complete an order on your site?

Please follow the below instructions.

After browsing our site and finding a product that you wish to purchase you will then need to click on the 'Add To Cart' button at the bottom of the product information (It should appear after the summary). By clicking the 'Add To Cart' button you will be forwarded to the Shopping Cart screen where you can view the content of your cart.

Once you have finished adding products to your cart you can proceed by clicking on the 'Checkout' button. On the Checkout screen you will be asked if you are an existing or new customer. Assuming you are a new customer you will need to enter your information on the 'New Account' link. You will then be required to fill in some Account, Billing and Delivery information. Once you have entered the required information you will need to click on the 'Sign Up!' button. You will then have an existing customer account created with us, which means purchasing in the future will be faster and more efficient.

Now all you will be required to do is enter your payment details, and click 'Pay Now'.

If you have any further problems ordering please do not hesitate to contact us.

Who owns and runs QBD The Bookshop and its online store?

QBD The Bookshop is a privately owned company comprising of 31 stores within Australia.

QBD The Bookshop (originally Queensland Book Depot) commenced operations in the late 1800's. Over the past 130 years QBD has had a number of owners, including the Uniting Church. QBD grew into the largest book chain in Queensland, only to be stricken by a number of takeovers and receiverships.

QBD Garden City was purchased in 1991 by the Robinson family, and in early 1992 the business names were purchased from the receivers. QBD The Bookshop has since expanded to numerous stores and a warehouse, in line with the company's policy to rebuild the business to its former standing.

QBD The Bookshop focusses on its people and emphasises excellence and innovation. All our staff are encouraged to increase their product knowledge and levels of customer service.

How do I log into my account on your website?

You can log into your account by clicking on 'Club QBD' at the top of the page of the website. From there you are asked for you email and password to log into your account.

I have found an error on your site what should I do?

If you have experienced a site error please contact us and let us know.

I cannot find the book I am after on your website?

If you have searched all the relevant categories and completed an advanced search for the title and still cannot find it, then unfortunately we cannot currently supply you with the book you require. The title may be sold out, out of print, or unavailable from the publisher.

How long will my order be?

For information on your order please login and select "My Orders". There you will be able to find the latest information on your order.

Where is my book and what does 'on order' mean?

If the book you ordered was out of stock it has to be ordered from our supplier. Please note delivery times for suppliers vary, though you should still receive your books within 1-3 weeks of ordering. If there is any problem in receiving the title from the supplier, we will contact you by phone or email.

What payment options do you currently accept?

We currently offer the following forms of payment options on our site.

Credit Cards		Other
	Mastercard	Bpay (Australia Only)
	Visa
	American Express
	Diners Club

All credit cards are charged only when your order is shipped, we do not charge until your order is ready to be dispatched.

How do your delivery rates work and how long does delivery take?

Delivery Charges.

• Australian delivery rates
• International delivery rates

Availability.

Stock availability can be found on the product screen next to every product on our site. In the event that you order one book that is in stock and one that is out of stock, your order will not be sent until we receive the out of stock title. If you would like us to send the title we already have in stock straight away and send the out of stock title when we receive it, please refer to the Partial Deliveries section below.

Part Deliveries.

Freight charges are set when you create your order. The only time that your freight charge will change is if you elect to have your order sent in partial shipments. If that is the case, each partial shipment will have freight charges recalculated to include the base freight rate plus the additional charges for each book included in each shipment.

Delivery Times.

Delivery times vary for Standard Delivery within Australia. If the product or all the products you have ordered are in stock, delivery should be within 3-10 working days. If you have ordered a product not in stock, delivery should be within 6-15 working days.

Delivery times for outside Australia vary greatly and should be given up to 2 months to arrive. This is due to overseas delivery services and customs.

All deliveries will be executed in accordance with Australia Post's 'Delivery Timetable For Parcels' Schedule.

Postage & Handling Charges and Conditions

You may return the product within two weeks of receiving it for a prompt refund (Excluding Postage & Handling), provided the following steps are taken.

• Contact QBD The Bookshop Online and receive a returns authorisation number.
• Fill in the returns information on the back of your invoice and include it with your return.
• Return the product to QBD The Bookshop in its original condition;

Alternatively you may wish to return the goods in person to one of our stores for a refund on the product. Unfortunately computer software cannot be refunded unless it is sealed in its original packaging. Postage & Handling charges will only be refunded if QBD The Bookshop is at fault.

How can I contact QBD The Bookshop Online?

We can be contacted by phone, fax or e-mail, please visit our Contact Us page for more information.

At what stage am I charged for my purchase?

QBD The Bookshop Online only charges you for the products on your order as they are shipped. This is so we are sure the product is available before we charge. There are only a few special cases when an order is charged before it is shipped. You will be notified beforehand if this is going to happen.

Is it safe to purchase from your site?

Simply, yes it is completely safe for you to purchase from QBD The Bookshop Online. Any transactions completed on our site are kept secure by SSL (Secure Sockets Layer technology). By having SSL integrated into our website it allows you the customer to shop in a safe and secure environment. Over the years SSL has become an industry standard and our certificate is issued by the world-renowned Thawte.

Will you keep my credit card details online?

No. All customer credit card details are stored offline in a safe and secure environment.

Do you respect my privacy?

We understand that protection of privacy is a large concern for today's Internet society. That is why we would like to assure you that any information given to QBD The Bookshop is strictly confidential. The information will only be used by QBD The Bookshop Online and will not be given to any other company or association.

Why does my basket disappear when I go to the check-out?

If you are experiencing strange occurrences with your shopping basket it could be because you have 'cookies' turned off on your web browser. Cookies are small files that are stored on your computer that are commonly used by sites to communicate with your web browser and their website. If you have cookies disabled it can generate problems with the contents of your shopping basket, like the disappearance of products you have placed in it. To combat this problem you can either turn cookies back on or contact QBD The Bookshop Online and complete a phone order.

Turning cookies back on is different for every browser so the best way is to refer to your browser's help options or website. If you are still unsure after referring to your browser's help or website please feel free to contact one of our technicians on (07) 3291 7444 within Australia and +61 7 3291 7444 outside Australia between 8am - 5pm Australian EST and they will be more than happy to help you out anyway they can.

To make a phone order please have the titles you wish to order and your credit card details on hand before you call. Then phone (07) 3291 7444 within Australia and +61 7 3291 7444 outside Australia between 8am - 5pm Australian EST and one of our friendly customer service representatives will take your order.

How do I change my account information?

If you wish to change your account information you will need to log into the Club QBD section of the website with your e-mail and password. Once you are in the Club QBD section you will be given options and instructions on how to change your information.

I'd like to return an item. What is QBD's returns policy?

Our returns policy is as follows:

You may return a book within two weeks of receiving it if:

• The Product is misbound or faulty in any way
• The Product you received was different to the one ordered
• The Product arrived damaged

If your return meets any of the above conditions you will be entitled to a refund or an exchange. You will need to email us about your order onlinestore@qbdthebookshop.com.au before returning it and request a returns authorisation number.

My book is on back order / awaiting supplier, how long does this take?

If a book on your order is not in stock at our warehouse or stores then it will be ordered directly from the supplier. In this case it usually takes around 5 to 10 working days for us to receive the book subject to the availability of the title at the supplier.

Occasionally titles will go out of stock at the supplier or need to be reprinted. In this case it is possible that the book may not be available for more than 2 weeks. If this happens we will inform you and, if possible, give you an availability date as soon as we are notified by the supplier.

Do purchases made from the online store count to my Club QBD card?

If you are the holder of a Club QBD card we are working on integrating the points system into our online store. For the moment, members can enter their Club Card scancode into the 'Special Instructions' part of the purchase screen. The scancode is located under the barcode on the actual card and will begin with the letter 'Q'.

We will then manually add the sale to your card. Please note that the sale will not be added to the card until the books are charged and mailed.

Why can't I see my orders listed in my account order history?

Due to updating issues with the website order database, some orders are not showing up on account histories.

If you cannot view your order and would like an update on its status or if you think there is a chance your order failed, please don't hesitate to email us at onlinestore@qbd.com.au and we will check on your order. We apologise for any inconvenience caused.

How much will postage cost me for delivery within Australia?

We charge a flat rate of $6 postage to any location within Australia. This rate applies to standard orders only. Bulk orders may be charged at a higher rate according to weight and number of parcels.