FREQUENTLY ASKED QUESTIONS

 

How do I place an order?

Orders can be placed online through the Shop feature on the home page of this website. The reason we only accept online orders is to minimise the chance of handling errors, and to ensure that we supply the correct products to you as quickly as possible.

 

How long will delivery take?

Please allow between 7-10 business days for your order to be delivered. Product orders under 5kg will be delivered via Australia Post, while product orders over 5kg will be delivered via courier. If you require products urgently, they can be delivered via express-post. This will incur an additional postage cost.

 

How much does shipping cost?

We charge a flat rate ($14) for postage and handling anywhere in Australia.

 

Will I receive an automated order confirmation email?

A confirmation email will usually be dispatched immediately. However, due to unforeseen technical reasons, it may be delayed. Please check your junk mail folder, as the confirmation email may have been redirected into it. If you haven’t received a confirmation email within 24 hours of placing an order, please contact us.

When will I receive a tax invoice?

As soon as your order has been fulfilled, we will email a tax invoice to you within 1-2 business days.

 

Can I change my order after I have placed it?

To ensure the currency of our products, we print on-demand. That is, we print our products as soon as we receive an order to ensure you receive the most up-to-date version. As a result, we are unable to change or cancel an order once it has been submitted.

 

Can I change my address after I submit my order?

To ensure you receive our products as quickly as possible, we operate under an expeditious printing and delivery schedule. As a result, we are unable to change an order (including the delivery address) once it has been submitted.

 

What happens to my personal information?

When placing an order, you will be asked to submit some personal data. This information will only be shared with third parties in order to fulfil the order (i.e. to process your payment via our website, and to print and deliver your products). We fully comply with the Privacy Act 1988 in the manner in which we collect, store and share your information.

 

The products I received do not match my order – what shall I do?

Please contact us as soon as you notice any discrepancies in the products you receive – we will do everything within our power to resolve the issue. If we are at fault, we will replace the products at no extra cost or offer you a refund, depending on your preference.

 

What is your returns policy?

We offer a returns policy in line with the Competition and Consumer Act 2010. You can read our full policy here.

 

Are the resources current?

Yes. Following the introduction of ‘streamlined’ training packages, we embarked upon a detailed and comprehensive review of all our resources to reflect the Standards for Training Packages. This review involved a restructure, redesign and rewrite of every resource. We continually revise and update our resources to ensure they reflect the current VET landscape, and they are offered as print-on-demand products, so their currency is guaranteed.

 

Will I get the latest version of a resource?

We print our resources on-demand. When you purchase any of our resources, you can be sure they have been updated within a week of being printed.

 

Have the resources been mapped?

Yes. Detailed matrixes are provided as an Appendix to the Teacher’s Workbook Companion. These map the learning topics from each of our Learner Guides to the units of competency they support.

 

The resources contain a multitude of useful templates. Are these available electronically?

Yes. When you purchase any of our wire-bound resources, you will receive (by email) a zipped folder containing the templates associated with the resource – at no extra charge. They will be in Microsoft Word format and numbered in the order in which they appear in the resource. Our templates have been designed for application in any learning and assessment environment.

 

Can one Learner Guide be used for all the students in my group?

No. The copyright on our products restricts usage to one Learner Guide per student. Please contact us if you wish to seek further clarification on this.

 

Can I purchase the products under a licensing agreement?

Yes. We negotiate licensing agreements on a case by case basis, so please contact us to discuss this further.

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