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Frequently Asked Questions

FAQs about this website and shopping with Carbatec

ABOUT THIS WEBSITE

How do I use this new website?

To help you learn your way around our new website including details of the new features and functions of this new site - please visit our How To Use This Site or view answers to the questions below.

How do I login / register on this site?

  • To login to the website click the LOGIN button located at the top right hand side of the website page. The login button will be marked login, or if you are using a tablet or phone you might see the login icon.
  • If you have never logged in to this new website but have previous used the old website, you are required to Reset your Password for activation in our new Website System.
    1. You will find the Reset / Forgot Password link at the base of the Login Page.
    2. Click this Reset / Forgot Password link where you will be prompted for your email address (this email address is the one you have previously used with Carbatec and is normally in lowercase).
    3. A Reset Password email will be sent to this email address. The email will contain an embedded link. Click this link “Reset Password” and the Carbatec website will be loaded again asking you to enter in the new Password. Enter a new password to confirm the changes. You can then use this new Password everytime you logon to the Carbatec Website.
  • If you have never purchased from Carbatec via our Website, please Register via the button on the top right hand area of the website. Once registered, you can take advantage of all the features of our site including Saving Favourite products, viewing Order History, Maintaining your Delivery/Address details and more.

How do I shop on this new site?

Shopping with Carbatec is made easier via our new responsive website which is easily viewed via phone, tablet or desktop. Below is a summary of how to shop:

  1. You can browse the store by clicking on the Tools Menu and viewing products in 1 of 20 categories.
  2. Browse the category for the product of interest then ADD the item to the shopping cart by clicking on “Add to Cart” if you require multiples of this product please override the quantity otherwise the system will default to adding 1 item only to your cart.
  3. Once shopping is completed, click on the Shopping Cart icon displayed at the top right of the website page, this will take you to the checkout page.
  4. Review the order as it is shown in your cart; you may at this time remove items or adjust the quantities to validate your order.
  5. If at the time of purchase you have a Promotional Code, please enter it in the Promo Code box to take advantage of the special offer it applies to.
  6. Click “Continue to Checkout” to review the freight and delivery address.
  7. Select Delivery Options - Delivery to the Billing Address, Alternative Address or Pickup from your nearest store listed. Confirm your Billing Details and Delivery Address.
  8. Authority to Leave is a default setting, untick the “Authority to leave” if you do not want your order delivered and left at the address.
  9. If you have selected Delivery, then you will be provided with a number of freight options. Select your preferred freight option, confirm the Delivery Address and then click “Continue to Payment”.
  10. If that the Payment Page you need to edit any details about our order, click the “Edit” buttons alongside the details you want to amend.
  11. On the Payment Page, enter your Credit Card or PayPal details and click on Process Payment. If payment transaction is successful an order confirmation page will appear. An email confirmation will be sent to your email account detailing the order cost and freight charges.
    Note: If you are using an iPad/Tablet to purchase from our site and experience difficulties proceeding through the checkout process, you may need to change your Privacy Settings to 'Public'. Alternatively please contact our Customer Service Team for guidance.
  12. Once your order has been invoiced, you will receive an email notification outlining the items sent or held for pick up and the items on backorder. The delivery tracking number for your order will be displayed on this email.

How do I cancel or modify my order?

  • Before you place your order, you can view the contents and the total amount in your shopping cart. Once your order has been submitted successfully, the order will be in an “order conformation status. Your order is then processed and shipped.
  • The only time that you can cancel or modify your order is during “order confirmation status”. You must call a Customer Service Representative to make any changes to your order when it is in “order conformation status”.
  • Once your order enters the shipping process we are unable to cancel or modify your order. You can return your items within 30 Days for a credit to your account.

How do I find my Order History?

  • Once you have successfully logged into the website.
  • Click on “Dashboard” located in the top bar in the middle of the page, then select Order History.
  • A list of all your previous order history via this new website will be listed (For orders placed from 15th July 2015).
  • If there are no orders showing in your Search Results, then you must change the “Order Start Date” to a date that is in the past, then Click on the “Search” button.
  • If you do not see any orders that appear to be correct then you must contact the Customer Call Centre on 1800 658 111 or email callcentre@carbatec.com.au and let them know that you are not seeing your correct orders.

Is the website secure for online payment?

To ensure all customers shop with complete confidence online, we have taken every possible measure to give absolute security to our customers during their shopping experience. Your Store Browser session is encrypted using a SSL Geotrust (True BusinessID EV) certificate session. The Extended validation visually confirms the security statement with a green address bar in your browser URL. This is the highest level of authentication available among SSL certificates.


QUESTIONS ABOUT SHOPPING WITH CARBATEC

Q. I can’t make it into a store. Do you deliver?

A. We deliver anywhere in Australia. There are some restrictions on certain types of products e.g. dangerous goods. For more information please visit our website, enquire in store or call us on 1800 658 111.

Q. I tried to call one of your stores but I was diverted to the National Customer Service Centre. Why is that?

A. We aim to give you the very best experience however you choose to shop with Carbatec. Diverting all incoming calls to our Customer Service Centre helps to make sure someone is ready to serve you when you visit a Carbatec store. Our team of technical experts at the Customer Service Centre can answer just about any enquiry you may have about our products, services or general information like stock availably at your local store. They can also help you choose a product for delivery or local store pickup that best suits your current and future projects. If you would still like to speak to a team member at your local Carbatec store and they are available, we’ll happily transfer your call as requested. Remember it’s always FREE when you call us on 1800 658 111.

Q. How long will it take to receive my items once I place an order?

A. We aim to dispatch your order within 3 working days. At peak times such as Christmas or during promotions, this may take slightly longer. We primarily use Australia Post and Star Track Express to deliver your order and their delivery time frames vary by location. If your order hasn’t arrived within a reasonable amount of time, please contact the Customer Service Centre on 1800 658 111 and we will happily follow this up for you.

Q. I want to buy an item from you that I have seen advertised at a lower price elsewhere. Will you match it?

A. We will happily match any Australian competitor’s price on identical items under our Pricing Match Policy. Please see our Customer Information page for more details.

Q. I have a Gift Card/store credit. Where can I use it?

A. Gift cards and store credits can be redeemed at any Carbatec retail store or by calling the Customer Service Centre on 1800 658 111. Gift Card redemption via the Website is not currently available but a feature that is coming soon.

Q. What happens if I purchase something and then change my mind?

A. We all change our mind sometimes. Under our Returns Policy, if you change your mind and would like a store credit you can return your item in person to one of our stores or by post within 30 days of purchase (please contact our Customer Service Centre for further information before posting items back to us). Visit our Customer Information page for full details about our Returns Policy.

Q. The item I purchased appears to be faulty. What do I do?

A. All products sold by Carbatec are automatically covered by the provisions contained in the Australian Consumer Law. In addition to manufacturers’ guarantees on selected products, Carbatec provides a guarantee of acceptable quality on every product. You are entitled to have the goods repaired or replaced if the goods are not of acceptable quality and the failure is not deemed to be a major failure. You are entitled to a replacement or refund if it is deemed that you have experienced a major failure. If you believe an item you purchased from Carbatec is faulty, simply take the product back to your local Carbatec store for assessment. If you would like to return the item by post, please contact the Customer Service Centre on 1800 658 111. They will provide you with a returns authorisation (RA) number and further instructions on how to get the item back to Carbatec for assessment. Visit our Terms and Conditions for further details.

Q. I’ve bought an item that went on sale a week later. What can I do?

A. If you purchase an item from us and we advertise it at a lower price within the next 30 days, under our Price Drop Policy we’ll happily give you a Carbatec store credit for the difference between the price you paid and the new lower price. For more information about our Price Drop Policy, visit our Customer Information page.

Q. Can I order a product that isn’t advertised at my local store, on your website or listed in your product guide?

A. In most cases we are able to special order products for you that aren’t part of our core range as long as they are available from one of our existing local suppliers. Payment is required at the time of ordering. Unfortunately, products sourced from our international suppliers cannot be special ordered due to varying lead times and minimum order quantities. There are some conditions so for more information please visit our website, enquire in store or call us on 1800 658 111.

Q. I placed an order for delivery and you’re out of stock of one of the items. What happens now?

A. We aim to minimise backorders (“out of stocks”) as best we can. Sometimes we get our forecasts wrong and demand exceeds supply. If any items you’ve ordered are out of stock we’ll notify you and where possible we’ll provide an estimated arrival date. We only charge you once for all the items and postage. Any backordered items will be sent to you at our expense as they become available.

Q. I would like to have my order delivered. How will that arrive and how much does it cost?

A. The cost and method of delivery will vary depending on the size and weight of your order and, of course, the location of the delivery address. Through the ordering process, the freight options available for you order will display during the Freight section of the Checkout. Costs for each method will also be show.

If you have any further questions, please contact the National Customer Service Centre via the Contact Us form or call 1800 658 111.