FREQUENTLY ASKED QUESTIONS (F.A.Q's)

ORDERING

1. If I create multiple orders can they be combined to save on freight?

2. Can I order fractions of a metre eg. 1.5 metres of rope?

3. Can I request to pick-up my order from a selected Whitworths Supermarket?

DELIVERY

1. Why can orders take up to 7 days to be dispatched?

2. Why can't my order be delivered to a PO Box?

3. Why can't deliveries be made without a signature when I'm not at home?

4. Why can't my order be delivered outside the Asia Pacific Region?

PAYMENTS

1. Can I pay for an order by Cheque or Direct Deposit?

RETURNS

1. Can I return a product?

MEMBERSHIP

1. I am a Whitworth's website member, why don't I automatically receive a new catalogue in the mail?

eCATALOGUE

1. How do I add products to my order from the eCatalogue?

2. How do I get back to the eCatalogue after viewing a products information on the 'Detailed Product Information' page?

3. When adding an item via the eCatalogue to my order. I then click on my browsers back button to come back to the eCatalogue and the "Total:" count does not include the new item I just added?

ORDERING

1. If I create multiple orders can they be combined to save on freight costs?
   Answer
   Orders that have been created within a 48 hour period of each other can be combined to save on freight costs. Combining orders can result in the earlier order being delayed so that items from the later order can be added. If you wish to combine a new order with one already placed, please include the Order Confirmation Number for the original order in the Special Instructions field when placing your new order.
   

2. Can I order fractions of a metre eg. 1.5 metres of rope?
   Answer
   Our website will only accept order multiples in whole units. If a decimal is entered in the quantity field it will be rounded to a whole figure. You can, however, specify any unit length to 1 decimal point in the special Instructions field when finalising your order, eg.
   Please supply 4.5metres of 180490 - 8 Plait Dinghy Braid 6mm. Your order will be adjusted accordingly before billing and despatch.
   

3. Can I request to pick-up my website order from a selected Whitworths Supermarket?
   Answer
   Orders created via our website can be arranged to be collected from a selected Whitworths Supermarket, however it is preferred that the order be placed directly with the store you wish to collect the goods from. Whitworths Supermarket Contact Details.
   
   Orders need to be forwarded to the selected Whitworths Supermarket, depending on when the order was created, this could take up to 24 - 48 hours. Whitworths Supermarket representatives will not know of the order until it has been forwarded to them.
   
   The person collecting the goods MUST provide payment before the goods can be taken out of the store. Even though credit card details are taken during the creation of the order, the card is not billed as this only occurs when the goods are dispatched by our mail order department.

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DELIVERY

1. Why can orders take up to 7 days to be dispatched?
   Answer
   In most cases our mail order department will fill orders using stock from our Brookvale store (Western Australia orders from Mosman Park store and Queensland orders from Breakfast Creek Store), however when required, Mail Order will attempt to fill orders using stock from any one of our other 13 stores located throughout Australia. Depending on stock availability and location, this can take a few days.
   

2. Why can't my order be delivered to a PO Box?
   Answer
   We use courier services which provide insurance cover on all orders. This minimises disappointment from damage or lost goods. Our couriers cannot deliver to PO boxes and all goods must be signed for at point of delivery. If your nominated delivery address is unattended at the time of delivery the courier will leave a card in your letterbox, to allow you to arrange for a re-delivery.
   

3. Why can't deliveries be made without a signature when I'm not at home?
   Answer
   Our couriers require a signature as proof of delivery. This is a condition of our terms with the couriers we use. If your nominated delivery address is unattended at the time of delivery the courier will leave a card in your letterbox, to allow you to arrange for a re-delivery. If you are certain your home address will be unattended, we suggest having your order delivered to an alternate address that is attended during normal business hours, such as a business address.
   

4. Why can't my order be delivered outside the Asia Pacific Region?
   Answer
   Delivery to countries outside the Asia Pacific Region, such as the United States, is uneconomical. Depending on the goods to be shipped and the final destination, in most cases the freight charges will exceed the value of the goods to be shipped. If however, you have a compelling need to place an order, for example a yacht in transit, you may request a quotation via email and our Mail Order Department will see if the order is feasible.

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PAYMENTS

1. Can I pay for an order by Cheque or direct deposit?
   Answer
   Our website can only accept credit cards through online orders. If you wish to pay by cheque or direct deposit you need to either phone or fax us your order.
   Contact our mail order department:
   Phone: (61 2) 9939 1055
   Fax: (61 2) 9905 4219 - Download order form
   
   Western Australia Mail Order Customers Only
   Phone: (08) 9385 5877
   Fax: (08) 9385 5977 - Download order form
   
   Queensland Mail Order Customers Only
   Phone: (07) 3256 0311
   Fax: (07) 3256 2991 - Download order form

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RETURNS

1. Can I return a product?
   Answer
   We guarantee your complete satisfaction with any product purchased from us. Should any product purchased prove otherwise, simply return it to us within 30 days and we shall replace it, refund your money, or credit your charge card. Because we have no control over the installation and use of electronic and mechanical equipment, these items may be subject to repair only.
   
   Although we regret that we cannot refund or exchange all electronic and mechanical items once they have been installed, we will be more than happy to assist you with warranty and non-warranty repair claims.
   
   Should you wish to return your purchase Click Here for details.

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MEMBERSHIP

1. I am a Whitworth's website member, why don't I automatically receive a new catalogue in the mail?
   Answer
   Becoming a Whitworth's website member does not automatically generate a catalogue request. Requesting a catalogue is an additional function website members can perform, as not all customers wish to have a catalogue posted to them, instead they browse our website, view our catalogue online (eCatalogue), or download a PDF version of our catalogue.
   
   To automatically receive a new catalogue in the mail you need to become a Catalogue Club Member. Customers will be included in our Catalogue Club Mailing List by placing an order through our Mail Order Department (unless you specify otherwise). Or, alternatively visiting one of our stores and filling in a Catalogue Club Membership form.

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eCATALOGUE

1. How do I add products to my order from the eCatalogue?
   Answer
   Once you have found a product of interest and you wish to order online, simply click on the product Cat.No to be taken to our web site's 'Detailed Product Information' page for that item. There you can add the item to your order.
   

2. How do I get back to the eCatalogue after viewing a products information on the 'Detailed Product Information' page?
   Answer
   To get back to the eCatalogue click the back button on your browser.
   

3. When adding an item via the eCatalogue to my order. I then click on my browsers back button to come back to the eCatalogue and the "Total:" count does not include the new item I just added?
   Answer
   When you add a new product to your order you have found through the eCatalogue. If you click on your browsers back button to go back to the eCatalogue, what is actually happening is that your computer is displaying the previous page stored in its memory. So that means any new items you added to your order will not be displayed in the "Total:" count.
   
   When you go to another page or force a refresh, the "Total:" count of items will be updated and show the new item added to your order.

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