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.
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.