Frequently Asked Questions


Does johngarratt.com.au only do business on the internet?

John Garratt Publishing Pty Ltd is Australia's Leading distributor and retailer of religious books and products.

If you have any questions relating to johngarratt.com.au you are most welcome to speak with a customer service representative, call our toll free number 1300 650 878 (within Australia) or +61 3 8545 2911 (international).

 

Fax enquiries and orders should be sent to 03 8545 2922 (+61 3 8545 2922). Enquiries and orders can also be mailed to John Garratt Publishing at Private Bag 400, Mulgrave Victoria 3170.

 

You can also purchase books from our Bookroom located at 32 Glenvale Cres Mulgrave Victoria, Australia. It is open from 9:00am to 5:00pm Monday to Friday (except on Public Holidays).


How can I contact johngarratt.com.au?


At John Garratt Publishing we welcome and encourage our customers to contact us. We always appreciate the feedback we receive from our customers, whether they're letting us know what we're doing right or telling us what we're doing wrong. Please suggest any ways that we might improve to make it even easier for you to find the very best in religious books and products.

 

You can e-mail us at sales@johngarratt.com.au or call us on 1300 650 878 or +61 3 8545 2911. Or by fax +61 3 8545 2922.


What payment options are available?

Payment on orders can be made using Visa, MasterCard, American Express, Cheques, Money order or by direct deposit.


When will my credit card be charged for my order?

Your credit card will be charged when we ship your order. Orders will generally ship within three (3) working days (Monday through Friday) as long as the item(s) are in stock. We do not ship orders on weekends and holidays.

 

We will send an email confirming your order and advising the status of the titles you have ordered.

 

Occasionally some of our products may be out of stock at the time of your order. If there are backorders on your order, we won't charge your credit card until they ship.


How do you calculate shipping charges for orders?

Postage is based on the total cost of your order, not the weight of the package. When you complete your order at Johngarratt.com.au, our online ordering system will automatically calculate the postal charges based on the total cost of the particular order, so there's no need for you to figure it out for yourself. 


WE ONLY CHARGE POSTAGE AND HANDLING ONCE FOR EACH ORDER - EVEN IF WE HAVE TO SEND YOUR ORDER IN PARTS.

I just placed an order with you. When will it ship out?


Orders will generally ship within three (3) working days (Monday through Friday) as long as the item(s) are in stock. We do not ship orders on weekends and holidays.

 

We will send an email confirming your order and advising the status of the titles you have ordered.


Out-of-stock items are shipped when they become available. 

Do you guarantee my order? What happens if I'm not satisfied with it?

Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all of our orders with care, we think you'll be extremely satisfied with your purchases. However, there are times when items are damaged, defective, or incorrectly shipped. If this is the case, we'll gladly replace them.


RETURNS POLICY:

DOMESTIC CUSTOMERS:

  1. 1. Any defective, incorrect or damaged item may be returned within 30 days of receipt via the Australia Post.  Please contact our office by email or phone and quote the invoice number to arrange this. We will gladly ship a replacement.
  2. 2. If you change your mind about an item that you purchased for whatever reason you must contact us immediately and explain the problem.  Once you have approval for return it must be received by us within 14 days of approval and received in a resalable condition. You will be issued an exchange or refund for the cost of the merchandise only.
  3. 3. Computer software, videos, CDs, cassettes, DVDs or other media may only be returned for refunds if UNOPENED. If opened, they may be returned only for replacement with the same item if it faulty.
  4. 4. Any return that does not comply with the above policy will be subject to a significant restocking fee, at our discretion.

SHIP YOUR RETURN PREPAID TO:

(Please ship Australia Post)

John Garratt Publishing
Attention: Returns Department
Private Bag 400
Mulgrave Victoria 3170


Please allow 1-3 weeks for the return to be received and processed. If you are expecting a return shipment, please allow 2-4 weeks for the new package to arrive. If you need further assistance with a return, please call us on 1300 650 878.


INTERNATIONAL CUSTOMERS:


Please contact sales@johngarratt.com.au within 7 days of receipt to arrange credit or replacement.


Why do you ask for my e-mail address? Will you rent it out?

E-mail allows us to serve our customers better by getting information out quickly and efficiently. However, we understand that some people are sensitive about giving out their address because they are afraid of receiving intrusive e-mail, or "spam." We won't rent or send your e-mail address to anyone without your permission.


However, we would like to send you e-mail featuring information about special offers from time to time. If you would prefer not to receive this type of e-mail from us, simply let us know.


For more information on e-mail privacy at Johngarratt.com.au, please consult our Privacy Policy.

Why do you ask for my phone number when I order?

We care about your privacy. We assure you that we will only use your telephone number to verify information about your order or to update you on any potential problems. We absolutely will not give out your phone number or make it public information.


If you would like more information on this issue, please consult our Privacy Policy.

My phone number is unlisted; do I have to give it to you?

We require a phone number for all orders placed at Johngarratt.com.au to allow us to contact our customers quickly in the event that there's a problem with their order. Please let us assure you that we will only use your telephone number to verify information about your order and to update you on potential problems with fulfilling your order. We will not give out your phone number under any circumstances. For more information on this issue, please consult our Privacy Policy.


Inability to contact you by phone may cause delays in dispatching your order.

What can I do to protect my security and confidentiality?

We are committed to protecting the security and confidentiality of your information. We will never request your credit card information unless you are placing an order online.

Procedure for forgotten/lost password


If you lose your password, please phone 1300 650 878 to request a new one.


Many of your books have Sophia prices listed against them. What is Sophia?


Sophia is our book club. Membership is open to everyone, both individuals and institutions alike. It is an annual membership which costs $38.00 per year. This membership entitles you up to 20% discount on full priced books and up to 10% discount on CDs and DVDs. Also from time to time have special offers that are for Sophia members only.

 

If you would like to join Sophia or require more information please click here or contact us on 1300 650 878.