Frequently Asked Questions & Terms & Conditions

In this section, we hope to answer your questions. If, after reviewing this section, your question is still not answered, please do not hesitate to contact us with any questions that you may have. We will have a response back to you ASAP during normal working hours (Mon - Thu 8:30am - 3pm / Mon - Fri 8:30am to 12:30pm, A.E.S.T.).

1. When will I get my order?

2. Do you ship C.O.D. (Cash on delivery)?

3. How do I check the status of my order?

4. What are your shipping costs and terms?

5. What are your minimums?

6. Out of Stock Items

7. Pricing

8. Do you ship internationally?

9. Can I make a change to my order?

10. Do you have a physical retail store?

11. Do you have a Catalogue?

12. Do you sell wholesale?

13. Is CraftOnline.com.au a secure site?

14. Payment Types & Terms

15. What is your return policy?

16. Where are you located?

17. Will I have to pay GST on my order?

18. Do you have a Privacy Policy?

19. All About Cookies

20. Using Gift Cards

21. How to Pickup without Shipping

22. Privacy Policy and Dispute Resolution

23. Terms & Conditions

1. When will I get my order?

Soon! Most orders will ship the same business day, or the following. On the odd occasion our stock quantities may be slightly out and your order may be delayed. We will inform you if this is the case.

Most deliveries are between 3-7 days to most capitals and surrounding areas and for regional areas we estimate between 5-10 within Australia.

Express Shipping:

We do not currently offer an express postage option, but this can be arranged via a phone call.  Please ensure you type this requirement in the additional comments section of your order.  Please note, Australia Post do not guarantee next day delivery for express post.

Please note that this excludes Friday's, Weekends, National / State/ Region Public Holidays and peak periods (we are based on the Sunshine Coast, QLD).

For more information on our shipping/deliveries please see our deliveries page.

2. Do you ship C.O.D. (Cash on delivery)?

Unfortunately not, we use third-party couriers to deliver our packages who don't offer this as a service. However we do offer direct debit by selecting the option in checkout.  

3. How do I check the status of my order?

Great question, on completion of your order you will be emailed a copy of your order number and your order.

Once we have marked your order as shipped, you will be automatically emailed a tracking number, these occasionally end in spam/junk folders so keep an eye out for it.

If you have misplaced this email or request it in another format you can call our support line or email our support. We will do our best to reply as soon as possible.

4. What are your shipping costs and terms?

Shipping is FREE! for all orders within Australia over the value of AU$75*, for all orders under $75, shipping is AU$9.99

*Free shipping offer does not apply to Gift Cards or downloadable software.

CraftOnline also ships to New Zealand on a weight basis. The following fees apply. Orders under 2kg: AU$12.99, Orders over 2kg - 5kg AU$24.99, over 5kg - 12kg $49.99 we will contact you with the best rate.

We are now shipping to the USA, our rates are 0 to 1kg is AU$14.99, 1 to 2kg is AU$27.99, 2 to 5 kg is AU$49.99

Please note: CraftOnline parcels will require a signature on delivery, if you would like your parcel left unattended you will need to provide authority to leave in writing, this can be done at the checkout using the comments section, prior to completing your order. 

Express Shipping:  

We do not currently offer an express postage option, but this may be able to arranged via a phone call.  Please call us to discuss if this is an option in your area. Please note, Australia Post do not guarantee next day delivery for express post.

5. What are your minimums?

On our website, each item description will state if there is a minimum or if you can purchase the items individually. Papers and card stock are only sold in the pack sizes supplied by manufacturers (eg: 10, 15, 20 and 25 papers per pack).

Please Note: there is no minimum order value.

6. How do you handle Out of Stock Items

Out of stock items

With over 50,000 stocked and on hand products in the CraftOnline range it is inevitable that stock quantities will vary ever so slightly. This is estimated to be impacted less than 1% of our range and in the event that we do not have an item in stock which you have ordered but we can still source it, your full order will be put on back-order and you will be notified, we will then complete and ship your order as soon as this stock arrives. In the event that the item ordered is not in stock and the supplier no longer stocks or manufactures the item a refund for that item will be sent back via the original payment method.

Some items may be available for sale at a special discounted rate for a limited time only, or as a special promotion, once these items are cleared they may return to the previous retail price. While all effort is made to fulfill all orders, sometimes there may be an item that is sold out and unable to be re-ordered at the same discounted rate. if this occurs we will mark the item as out of stock and issue a refund to you.

7. Pricing

All prices are in Australian Dollars and are inclusive of GST and are subject to change without prior notice.

Shipping is Free for all orders over $75 within Australia, and is only $9.99 for orders under $75 regardless of size. At CraftOnline we aim to keep our prices as low as we can, and pass all savings onto you our Customers. 

Sometimes the fluctuating Australian dollar causes pricing adjustments. On occasion you may find an incorrect sale price listed on our website, the correct price will always be the price shown when you add the item to the cart.

Sale items may return to pre-sale prices after the sale has finished, once again, the correct price will always be the one listed when you add the item to the cart.

8. Do you ship internationally?

CraftOnline is an Australian owned company and we ship to Australia, New Zealand and now shipping to USA.

9. Can I make a change to my order?

Unfortunately once you've placed your order we are unable to make any amendments. To avoid disappointment we highly suggest that you review your cart and checkout details carefully before finalizing your order online.

10. Do you have a physical retail store?

11. Do you have a Catalogue?

Many customers inquire as to whether or not we have a catalogue. Since our inventory is so large and changes weekly it would be impossible to update in printed form. We like to think of our online shop as a virtual catalogue. The majority of our products can be displayed with a picture, price and description, should you require more information on a product feel free to contact our Customer Service

12. Do you sell wholesale?

We do not sell wholesale. CraftOnline is a retailer and does not offer wholesale pricing. We do offer discounts on some bulk purchases. Contact Customer Support to see if this option is available for your particular purchase.

13. Is CraftOnline a secure site?

CraftOnline is very concerned about site security on the Internet today. That is why we have made sure that we have followed and surpassed all industry standards necessary for a secure site. These include encrypting all data that you give to us, processing your credit card information in a safe and responsible manner, and not sharing any information that has been given to us by you, our customers.

In line with our strict security policy we also offer a wide range of payment options including Bank Transfer, Afterpay ( over $100 ), Cheque, Money Order, and even the option to 'Call us with Card Details', where you can finalise your order and call us with your credit card number.

We want you to feel confident when ordering from CraftOnline and we are doing everything we can to continue to operate a secure site. If you have any other questions concerning site security, please feel free to e-mail us at Customer Service.

14. Payment Types and Terms

We offer several types of payment method including Bank Deposit, Secure Credit Card Payments, AfterPay ( over $100 ), PayPal, Cheque/Money Order or you can choose to place your order and call us with your card details. Cash not accepted.

 When you place an order, your credit card is charged at the time of purchase. All credit card transactions are processed securely by Commonwealth Bank and no card details are stored on the internet. We take transaction security very seriously.

Orders that are not paid with Credit Card or PayPal must be paid within 14 days unless prior arrangement has been made with us directly. Please note if payment is not received withing specified 14-day period, your order will be subject to cancellation.

15. What is your return policy?

Goods found to have manufacturing defects will be replaced at no charge. All claims must be approved for return prior to the return of the goods. Claims for faulty stock must be reported to CraftOnline within three (3) days of the receipt of the order.  A copy of the relevant invoice must accompany returned items.

For goods that are under warranty, the items must be returned to us within 14 days of a claim. We can not be responsible for goods that are returned to us outside of the warranty period.  Depending on the product, we may refund/replace under warranty if within a 3 month period. Selected crafting machines have a one year warranty. Please note commercial or business use of electronic cutting tools voids warranty. Please call the office to discuss all warranty claims or for more information regarding this.

Any discrepancy (pricing, quantity, taxes etc) should be reported to us immediately (within 3 days). This will ensure prompt corrective action on our part. 

All items returned are subject to individual inspection. Any item found not to be our product or not showing a manufacturing defect will not be allowed.

The customer is responsible for the return of goods back to us, including any costs incurred in the return of such goods. CraftOnline.com.au can not accept any liability for damage or loss of goods returned to us whilst in transit. Any returns arriving COD or collect will be refused.

For returns where the Product is subject to a change of mind and has been unused and unopened you may return it to us within 30 days of purchase, however a re-stocking fee of 20% will apply. If the goods were sent under 'Free Shipping' the original freight cost will be recovered by CraftOnline and deducted from the store credit. To qualify for this return policy you must comply with the directions for returning the product that CraftOnline staff provide to you.

We unfortunately cannot accept change of mind returns on pens and markers. 

16. Where are you located?

19 Avian Street
Kunda Park, QLD 4556

17. Will I have to pay GST on my order? 

All prices shown on this website include Goods and Services Tax (GST).

18. Do you have a Privacy Policy?

We understand that our customers are concerned with privacy, so we have initiated policies to ensure that your personal information is handled safely and responsibly. We collect customer information in an effort to improve your shopping experience and to communicate to you about our products, services, contests or promotions.

From time to time, we will send informational e-mails to you concerning CraftOnline information only. These could be specials, contest information or short messages containing information that we think you would want to know. We also share some basic shipping details with Australia Post for the sole purpose delivering your order, and allowing you to track your parcel on its journey to your door.

If at any time you wish to stop receiving these e-mails, we give you the option to remove your name from our mailing list with one easy step. We will NOT sell, rent or share your e-mail address or personal details with a third party. We understand that this information is private and will handle it in a responsible manner. For more information, click here.

19. All About Cookies

Cookies are used to help customers navigate our website efficiently and perform certain functions. 

Cookies don’t usually contain personal information or anything dangerous. Cookies cannot contain a virus and are often used by a web server as your ID or to remember what you looked at on your last visit. You get the cookie on your first visit to the site. After that site can read the cookie to identify a user.

When you browse our website the server needs to know who you are if you want to do things that require logging in or putting items in a virtual shopping cart or completing any other process that requires our site to remember information about you as you move from page to page.

20.Using Gift Cards

Using your gift card is easy:

• Visit our web site.
• Select the items you want.
• When you have selected the items you want, proceed to the CHECKOUT area. You can redeem your gift card by entering its Gift Number at the checkout area.

Please note: Gift Cards are valid for 3 years from the date of issue.

To purchase a gift card please click here!

21. How do I place an order for pick-up without shipping?

CraftOnline is an online retailer with our warehouse located on the Sunshine Coast. We offer local pick-up for orders during the following hours:

• Monday to Thursday: 8:30 am to 2:30 pm
• Friday: 8:30 am to 12:00 pm
• Closed: Public holidays and weekends

To place an order for store pick-up without shipping, please follow these steps:

1. Add all the items you wish to purchase to your cart.
2. Enter your details during checkout.
3. On the final checkout screen, select the "Call us with your card details" payment option.
4. Contact us at (07) 5443 5585 or email us at support@craftonline.com.au, quoting your order number, so we can process your order and prepare it for pick-up.

This process allows us to prepare your order and gives you the option to pay when you come to collect it.

How long do I have to collect my order?
Orders that are not paid for or collected within 14 business days will be subject to cancellation.

Will I be notified when my order is ready?
Yes, we will notify you as soon as your order is prepared and ready for pick-up. Please note that during busy periods, there may be slight delays in processing.