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Viewing & Changing Orders
ORDER STATUS
You are able to check the status of your order by logging into your Customer Account on our website.
It is a quick way of checking for any backorders or other issues with your current orders, as well as updating your personal details (billing information only) or cancel your order.
Obviously if you have further questions, that can't be answered by looking up your order yourself, you are always welcome to contact us.
Please visit the following link and log in using your details: https://www.dymocks.com.au/webcustomer/
A brief explanation of the order statuses that we use:
QUEUE: is the initial status of all new order placed with us. It means your order was received and is currently waiting to be processed.
PICK, RE_PICK: means that the order is being processed and is currently being picked from the shelf, provided it is in stock.
BACKORDER, TO_BACKORDER , ONORDER, ONORDER_BT, ONORDER_TP: means that the item is out of stock but has been placed on backorder with our suppliers. A due date will show below this status.
ON HOLD: This means that the item is on hold awaiting payment, or other items in the order - it might also mean we are waiting for a response from you and we advise you to check recent emails for communication from us.
CANCELLED: Means that the item has been cancelled from your order and will not be supplied. This cancellation can have been requested by you or it could be because the item is out of stock indefinitely.
INVOICE: indicates that the payment has been processed, and an invoice has been created.
PACKED: means the item has been packed and is on board for despatch.
SHIPPED: indicates that the item has been shipped.
CANCELLING ITEMS OR ORDER
Should you wish to cancel your order, please go to the below link and send us an email. If an order is yet to be invoiced than it can be stopped prior to leaving our warehouse. However, if the status of the item is in invoice, packed or shipped this becomes more difficult to stop. We will advise you of the status of your order during our correspondence. Please note that you will incur the return costs if your order does fall in one of the above statuses and cannot be stopped.
http://www.dymocks.com.au/Webcustomer/
Dymocks Online will take all measures to fulfil your order. If the items you ordered are not available in our warehouse, we will attempt to order from the supplier. We have suppliers based locally, interstate and internationally. If we cancel the item from your order, as the supplier was out of stock, item is out of print or for any other reason based on not being able to supply the title/s we will inform you via email. We will NOT charge you as we only take payment upon delivery of your order.
CHANGING ORDER DETAILS
If you would like to change the delivery address of your order, or add/remove items from your order, please contact us at https://www.dymocks.com.au/WebCustomer/ContactUs.aspx.
Please note that if you wish to change the delivery address, or cancel any items after the order has been shipped, you may be charged any delivery costs for the returned items. Please ensure that the delivery address for your order is correct. Dymocks is unable to refund or replace your order unless the order is returned by the recipient.
If you would like to change the payment details for your order, please DO NOT send payment information via email. Contact us at https://www.dymocks.com.au/WebCustomer/ContactUs.aspx and we will send a send you a secure link for you to update your payment details online, or we will contact you by phone.
TRACK DELIVERY
Australia Post
As advised on our website, Dymocks Online has no means of tracking these orders once they are shipped.
Delivery with Standard Australia Post usually happens within 2-7 business days from time of despatch.
Please be aware that the delivery time frame may vary according to the area of delivery and due to various reasons, the delivery may take longer than the original estimated timeframe.
If you have not received your delivery, we advise you to go to your local post office, as the parcel may be there awaiting your collection. Please note that sometimes you may not have received the card.
If you have not received any information after contact with Australia Post, please contact us to confirm that the details for delivery logged with us are correct. We will then contact you with the appropriate action.
Australian Air Express
You can track your delivery by going to http://www.aae.com.au using your consignment number. The consignment number is emailed to you along with the invoice at the time of shipment.
Please be aware that the delivery time frame may vary according to the area of delivery - the approximate delivery time is usually between 1-3 business days.
If you have not received your delivery within the estimated timeframe, we advise you to go to your local post office, as the parcel may be there awaiting your collection. Please note that sometimes you may not have received the card.
For enquiries regarding the delivery of your order, contact Australian Air Express Customer Service on 13 12 13 - and quote the above consignment number.
If you have not received any information after contact with Australian Air Express, please contact us to confirm that the address for delivery logged with us are correct. We will then contact you with the appropriate action.
DHL (International Orders)
To track orders sent by DHL, go to http://www.dhl.com.au/en/express/tracking.html.
VIEW & PRINT INVOICE
You are able to view and print the invoice of your order by logging into your Customer Account on our website.
Obviously if you have further questions, that can't be answered by looking up your order yourself, you are always welcome to contact us.
Please visit the following link and log in using your details: https://www.dymocks.com.au/webcustomer/CustomerHistory.aspx.