Online Shopping - Frequently Asked Questions

Shipping Rates & Charges | How long will my order take to arrive?

How can I contact the Dymocks Online team?

Should you wish to cancel or update your order details, please use the following methods -

email us anytime at service@dymocks.com.au

or

call us on + 61 2 9230 9067 during the business hours as set below

Dymocks Online Service Team Business Hours
Phone - Monday to Thursday 9.00am to 9.00pm
Friday 9.00am to 5.30pm
Saturday 9.00am to 5.00pm
Please note all hours are Australian Eastern Standard Time

Where is your support section for digital products?

Support and FAQ's for digital books, please visit http://www.dymocks.com.au/help/digital_help.aspx
Support and FAQ's for audible books, please visit http://www.dymocks.com.au/help/audible_help.aspx

Can you tell me how to buy books via www.dymocks.com.au?

When you find an item on Dymocks Online that you'd like to purchase, please click the 'Add to basket' button to the right-hand side of the item's title, and it will be added to your shopping basket. Please see below for information about adding more items to your basket, deleting items from your basket, and changing the quantities of items in your basket.

When you're ready to make your purchase, please click the 'Check out' button from your basket, and you will be led through the checkout process. You'll be asked to enter this information:

Your Details

Delivery Details (you can have your order sent to someone other than yourself)

Delivery Method (you can enter special instructions for the delivery if you need to)

Gift Wrapping (you can choose from various gift-wrap options and enter a gift-card message)

Payment Method (Credit Card, Money Order, Cheque, Gift Vouchers & Gift Cards)

When you've entered this information, your order details will be displayed and you will be asked to confirm those details before your order is submitted to us. You can change any details at this point if you need to.

You'll be asked to enter an order password (you choose the password, maximum ten characters) which you can use to on this website to check the status of your order later.

When you're ready to place your order, simply click 'Complete Purchase' and you will be presented with a page displaying your order number. You'll also receive an email with all your order details listed, and a link that will let you track your order's progress. It's vital that you provide us with valid email address.

Adding More Items
If you have items in your basket and would like to add more, simply search or navigate from the top menu and continue shopping. If you find additional items to purchase, simply add them to your basket by clicking on the 'Add to basket' button.

Deleting an Item
To remove an item from your basket, please click the 'Remove' button in the item's details in your basket.

Changing the Quantity of an Item
If you would like to increase or decrease the number of any item that's in your basket, please change the number in the 'Quantity' box, and click 'Update Quantity'.

How can I check the status of my online order?

You can check the status of your Dymocks online order by visiting http://www.dymocks.com.au/misc/OrderView.asp. To access your order information you will need your Dymocks Online order number (which begins with the letters DYM).

You will also be asked to provide your order status password. If you have not setup an order status password simply click the "Email me my password" link. Likewise if you have forgotten your order status password please click on the "Email me my password" link which will trigger a system email to your nominated email address.

What are your shipping rates & charges?

For all shipping related information please visit http://www.dymocks.com.au/Misc/ShippingRates.aspx.

How long will my order take to arrive?

You will notice that each product has a "Usually Ships In" estimate. There are three types , "Usually Ships in 24 Hours", "Usually Ships in 1-3 Days" and "Usually Ships in 1-6 Weeks". These are time frames when you can expect your items to ship from our facility ("Usually Ships In"). For more information about when your order will arrive at your door ("Delivers By") please refer to the confirmation emails that you will receive from us. If you order multiple items and they are not all in stock, we will advise you of their anticipated arrival times, and seek your delivery instructions. For items not readily available, we'll provide ongoing estimated ship and delivery time frames. All our estimates are based on business days and assume that shipping and delivery don't occur on holidays and weekends.

For more detailed shipping information please visit http://www.dymocks.com.au/Misc/ShippingRates.aspx.

Can I cancel or update my order?

If necessary, you may cancel all or part of your order, provided you contact us before you receive the email notification that your order has been dispatched. If you would like to cancel or update your order please tell us via the Contact Us section.

What is your returns policy for online orders?

We will happily exchange or refund at any time, provided the goods are in original* condition and accompanied by proof of purchase. We are unable to refund freight/shipping charges (except in circumstances where the goods are faulty, has been misdescribed or does not match the sample shown). Purchases made via the Dymocks Online store can only be refunded via the Dymocks Online store.

* The seal must be intact on CD's, DVD's and similar items
* Educational study aids may only be returned if they are faulty.

Want to return something that you purchased via the online store?

To return something you must first Contact Us, we will then give you instructions on how best to return your order so we can process your refund.

How can I pay for my online order?

You can pay by credit card or by using a Dymocks gift voucher. More information on each of these methods can be found below.

Unfortunately we no longer accept cheques or money orders.

Credit Cards
We accept payment with the following credit cards:

MasterCard

Visa

American Express

Diners Club

JCB

During the checkout process simply choose to pay with a credit card, you will be requested to enter your card details. We do not charge your credit card until your order is ready to be sent to you, and we automatically delete your credit card details when your order is complete, so we hold your details for the shortest possible time. (See more information about Dymocks' Online Security Policy and Dymocks' Privacy Policy).

Gift Vouchers & Gift Cards
We accept Dymocks Gift Vouchers as payment for Dymocks Online orders. During the checkout process simply choose to pay with a gift voucher. After you place your order, we will email you the address to which you should post your gift voucher. When you post your gift voucher to us, please write your Dymocks Online order number and your name on the back of the voucher. If your order value exceeds your gift voucher value, we'll call and ask how you would like to pay for the balance. We can not issue refunds if your order value is less than your gift voucher value. To purchase a Dymocks Gift Card please click here.

Can I pick up my order from my local store?

At present, orders placed with Dymocks Online may not be collected from Dymocks stores. If you would like to purchase an item you have found on Dymocks Online from a Dymocks store, please contact that store and place an order directly. All stores' contact details are available in our Store Locator. Please note that prices and stock availability may vary between www.dymocks.com.au and Dymocks Stores. All Prices in Australian Dollars.

Can you tell me how to use the Dymocks search engine?

With our new state of the art search engine, you can now search the products on our entire website by simply typing in a keyword. A keyword can be a title of a book, an author, a specific ISBN or a subject. The search engine will then look through our product catalogue and display the results that are relevant to the keyword that you were searching for.

To search for products is very simple. Just position your cursor on the search bar and type in your search keyword or keywords and hit the enter key. There are many ways of searching for products:

If you know the title of the book or parts of it, then type it in the search..e.g. Harry P

If you want to look for an author, then type in the authors name or parts of it. e.g. Bryce Courtenay or Bryce c

If you want to search for a subject, then type in a subject

The most relevant results for the keyword you searched for will be displayed on the page. On the left of the screen, you can further narrow your search by choosing a category, book format, price..etc.

What are virtual store pages?

You will notice that in the top menu we are grouping some products together to make it easier for you to browse our catalogue.

You can see our Childrens Books, SBS or ABC product at the click of a button. On the virtual store page you will see our featured and highlighted products for the month as well as bestseller lists within the category based on the last few weeks sales. You can use the new search refinement navigation menu on the left hand side to easily narrow your browsing and quickly find your book.

What is my reading list?

If you find a book you might like to read but do not want to buy it now then you can add it to your reading list. Your reading list stores these books for you to view in your basket and you can move them from your reading list to your basket from purchase with the simple click of a button.

How do I move items between the basket and reading list?

When in your basket page you can quickly move items between your basket and reading list by click on the 'move to reading list' or 'move to basket' button located at the right hand side of each items details.
Please not that items in you reading list are not included in your order when you navigate through the checkout pages.

How can I purchase a Dymocks gift card?

Make someone feel special with a Dymocks Gift Card, which you can buy in any value from $10 to $200. It comes in a special gift wallet and can be redeemed at any Dymocks bookstore or at Dymocks online. Buy a gift card online and you can add a free personalised gift card and message. To buy or find out more click here.

Dymocks Gift Cards - Electronic Vouchers
For when you need it there now Dymocks provide an electronic gift voucher which is redeemable at any of our stores or online. To buy or find out more click here.

Dymocks Gift Cards - For Corporates
When you want to reward someone, offer an incentive or send a "thank you", do it with a Dymocks Gift Card. It's the gift that's always appreciated and used. To buy multiple gift cards, or to find out more about how Dymocks can help you create rewards and incentives, please contact our Corporate Accounts Department on specialorders@dymocks.com.au

Does Dymocks have a privacy & security policy?

Dymocks take security and privacy very seriously and take all available precautions to protect your personal data both when you are entering it with the Dymocks site and once it is stored by us to process your orders. A full breakdown of security and privacy policies can be obtained from the following links:

Click here to view the Dymocks Privacy Policy

Click here to view the Dymocks Security Policy