Terms of Business
TERMS OF BUSINESS (updated 31 March 2016)
All prices are listed in Australian Dollars
I confirm that I am ordering the correct title, format, edition, quantity and of the items in my shopping cart and request “Tzar the Paddington Poodle” to source these items on my behalf. I understand I have a cooling-off period for physical books, Prints, Stickers and other products on this order and after that period expires, this purchase is deemed a firm sale (i.e. non-returnable). This is because “Tzar the Paddington Poodle” is purchasing the items from suppliers on my behalf, often with no option to return them. I verify that these items are being purchased for personal or business use and are not being purchased for commercial resale.
PLEASE NOTE: As “Tzar the Paddington Poodle” is an online store; our primary means of communication with you will be via the email address listed on your “Tzar the Paddington Poodle” account. “Tzar the Paddington Poodle” will not be held responsible for any missed communication due to the email address being incorrect. If you have more than one email address, please check all email accounts before contacting “Tzar the Paddington Poodle”.
CHANGES TO ORDERS
“Tzar the Paddington Poodle” will only allow you to add additional items to your order within 1 business day of the original order being placed. We are unable to combine multiple orders after the payment for the first order is processed.
“TZAR THE PADDINGTON POODLE” "NO QUESTIONS ASKED ITEM GUARANTEE"
“Tzar the Paddington Poodle” is not required to offer a credit or refund at all if a customer simply changes their mind, or has found the product elsewhere, according to NSW and Australian Law (Trade Practices Acts). But we want to give you options.
“Tzar the Paddington Poodle” offers a "No Questions Asked Item Guarantee" to return any item with an Australian delivery address for a store credit for the value of the items returned. The items must be returned in perfect resalable condition at the customer's own expense. See Returns Section in the Help Centre for full details. The Guarantee does not include eBooks, Gift Certificates, Audio & Visual Products (see AUDIO & VISUAL POLICY below), orders with an overseas shipping address, Bulk Orders, firm sale titles and orders where an extra discount has been applied.
All Audio and Visual Products, orders with an overseas delivery address, Bulk Orders and orders where an extra discount has been applied are covered in our Damaged or Faulty section in the Returns section of the Help Centre.
All prices are listed in Australian dollars and are inclusive of GST.
All orders are subject to price and availability confirmation. If we cannot supply the product for the originally advertised price then “Tzar the Paddington Poodle”will do one of two things.
If the increase in price is marginal then “Tzar the Paddington Poodle” will absorb the increase, proceed with the order and adjust the price on the website after processing your order.
If the price is significantly more then we will not proceed until we have consulted with you via the message centre in your “Tzar the Paddington Poodle” account and outlined the options. You will not be charged for that item until “Tzar the Paddington Poodle” has been given confirmation to proceed with the new price. You have 48 hours to respond to the options given to you. If you respond after this time frame, you will be asked to place a new order through the website. If there are other titles on the order that are readily available then they will be automatically ordered, regardless of what percentage of the order they make up.
“Tzar the Paddington Poodle” are not obligated to sell a title at the listed price if we are not able to source it from our supplier at the time of ordering as prices may have changed in the interim. In all instances you will be contacted via the message centre in your “Tzar the Paddington Poodle” account if there is a change of price and “Tzar the Paddington Poodle” will endeavour to find an alternative edition for the same price or discuss the possibility of purchasing the same title at the new price.
We reserve the right to correct any printing errors.
The above procedures are covered by NSW Fair Trading Rules.
PLEASE NOTE: All prices on the “Tzar the Paddington Poodle” website are for orders placed via the website only. Orders placed by phone, fax (only for orders not with a “Tzar the Paddington Poodle” order number), mail order, via the message centre or in person at our office will be charged the full RRP price of each title as quoted on the website plus a $10 non-refundable administration fee as the order will need to be hand processed by “Tzar the Paddington Poodle” staff.
THE BOOKTOPIA AUDIO & VISUAL POLICY
THERE IS A NO RETURN & NO REFUND POLICY FOR ALL AUDIO AND VISUAL ITEMS. “Tzar the Paddington Poodle” lists the format in each item, in the shopping cart, checkout and final payment details page. This does not affect your rights if the audio or visual item is faulty* or damaged.
*Please note that as “Tzar the Paddington Poodle” sources some titles from foreign countries, DVD's from these countries may not play in your DVD player due to regional code variations.
If, after the "1 business day cooling off period" you decide you no longer wish to receive an item on your order, you can elect to cancel the applicable item for a store credit which is valid for 12 months. You must send a message through the message centre in your “Tzar the Paddington Poodle” account requesting a cancellation for store credit. This does not apply to 'firm sale' items (eg eBooks), which cannot be cancelled or returned unless the item is faulty or damaged.
Any title that has been on order for 120 days (i.e.: 4 months) and the customer no longer wishes to wait then a refund (or store credit if preferred) will be offered only if the title is not in transit from the supplier. This does not include items that are Pre-Orders. “Tzar the Paddington Poodle” reserves the right to cancel unsent backorders if we think the item will not arrive from the supplier. This policy does not apply to eBooks or Gift certificates, which are supplied instantly.
“Tzar the Paddington Poodle” reviews every order prior to processing and will only authorise items that we believe we can source. Some items may not be available and alternatives may be recommended instead. An automated email will be sent asking you to log into your “Tzar the Paddington Poodle” account to view the status of the titles on your order. You will not be charged for items we cannot source.
In Stock at the “Tzar the Paddington Poodle” Warehouse
Items that are in stock at the “Tzar the Paddington Poodle” Warehouse will state, 'Ships in 1-2 business days'. There will also be a red 'in stock' on the product information page of the individual title will indicate if the title is actually in stock. Occasionally stock runs out before the website is updated and you will be notified if you have been affected. Please note that if your order is placed during a "sale" period, dispatch time for 'in stock' items can be delayed due to increased volume of orders.
Items Not In Stock at the “Tzar the Paddington Poodle” Warehouse
Items that are NOT in stock at the “Tzar the Paddington Poodle” Warehouse will need to be ordered from the supplier. Any title that does NOT feature a red 'in stock' star on the product information page of the individual title will need to be ordered from the supplier.
Each item you order may have different delivery expectations depending on availability. Please also note that to offer the widest range of items online we rely on information provided by the publishers and distributors. Our website is updated daily but titles can and do sometimes become temporarily unavailable whilst reprinting, or they may go out of print without prior notice from the publisher. If an item in your order is affected then “Tzar the Paddington Poodle” staff will contact you via the message centre in your “Tzar the Paddington Poodle” account to inform you of the delay and your order will be updated with the relevant information. You will receive an email asking you to log into your “Tzar the Paddington Poodle” account because your order has been updated.
How long will it take to deliver this title to you?
- After you place your order we will research where best to source this title.
- You will be sent an email once your order has been processed requesting you to log in to your account to inform you of the delivery expectations of your order.
- If delivery times are not suitable then you have 1 business day to contact “Tzar the Paddington Poodle” to discuss faster delivery options. If “Tzar the Paddington Poodle” are unable to fast track the delivery of this title for you then you have the option to cancel for a full refund. After 1 business day your order is a firm sale.
- eBooks and Gift Certificates are delivered instantly. If applicable
- Most of “Tzar the Paddington Poodle's" titles are dispatched from our warehouse within 6 to 24 business days.
- Some titles are yet to be published so please pay attention to the publisher's predicted publish date when ordering and MORE IMPORTANTLY please check if there are other editions that are already published.
- In all instances we will notify you of delivery times for each title with the information we have at the time of processing your order as discussed above. Please also add the appropriate number of days it may take for Australia Post for Australian orders or FedEx/NZ Mail for international orders to deliver to you from Sydney NSW.
See Average Delivery Times in our SHIPPING & DELIVERY INFORMATION SECTION in the Help Centre for average delivery times from Sydney NSW
Stock on hand at the “Tzar the Paddington Poodle” warehouse will be shipped the next business day if there are no other items that are waiting for delivery from “Tzar the Paddington Poodle” suppliers. Please note that if your order is placed during a "sale" period, dispatch time for 'in stock' items can be delayed due to increased volume of orders.
If items are not readily available then our Order Processing Team will endeavour to contact you via the message centre in your “Tzar the Paddington Poodle” account to discuss the time frame for these items.
Items that are Pre-Orders will be ordered automatically unless the listed publication date changes.
How will I know if my order has been dispatched?
An automated 'shipped' email will be sent once your order has been dispatched from our warehouse.
INSUFFICIENT AND/OR INCORRECT DELIVERY INFORMATION
*** Address changes and/or corrections made through your “Tzar the Paddington Poodle” Account will only affect future orders placed after the changes and/or corrections are made. Any changes and/or corrections for current orders must be done by sending a message via the message centre in your “Tzar the Paddington Poodle” account.***
(Don't forget to update your account for future orders after emailing “Tzar the Paddington Poodle”)
Customers who enter addresses that Australia Post have deemed having incorrect and/or insufficient details to ensure delivery may result in the following:
- Delayed delivery
- Lost parcel
- Package/s returned to the “Tzar the Paddington Poodle” Warehouse
- If “Tzar the Paddington Poodle” is found to be responsible for incorrectly addressing a package then “Tzar the Paddington Poodle” will be responsible for the resending, replacement or refund of the items not delivered or delayed.
Any package returned to “Tzar the Paddington Poodle” due to the above incorrect and/or insufficient information will require an extra delivery charge of $6.95. Also, if “Tzar the Paddington Poodle” has incurred extra fees to retrieve the package from Australia Post then these charges will also be borne by the customer before the package can be despatched again.
If a package arrives back to the “Tzar the Paddington Poodle” Warehouse due to the above incorrect and/or insufficient delivery issues and incurs damage to the item(s), “Tzar the Paddington Poodle” will not be responsible for replacing the goods but will make every effort to add extra protection to resend the package once the extra delivery fee payments have been made.
If customers prefer a replacement, then they can elect to have them reordered and will be charged the RRP less 30% plus $6.95 shipping (stock permitting). If stock is no longer available at the same price at the time of ordering then “Tzar the Paddington Poodle” will not be required to find a replacement or refund or store credit.
If a customer prefers not to receive the items as their requirements have changed then no refund or store credit will be provided due to "incorrect and/or insufficient address" details.
Any shipment that is delayed or lost and is found to have had incorrect and/or insufficient details provided by the customer will not be covered by “Tzar the Paddington Poodle”. NO REFUNDS and NO STORE CREDITS are applicable.
If the package has the correct delivery information and is 'lost' by Australia Post, “Tzar the Paddington Poodle” will replace the items only after you have checked with your local Post Office as per the information in the Help Centre section of the website or, issue a store credit if the replacement copies will not arrive in time. If “Tzar the Paddington Poodle” is unable to source a replacement copy due to the title no longer being available for whatever reason, a refund will be processed for the unavailable title. You must contact “Tzar the Paddington Poodle” within six (6) weeks of receiving the automated 'shipping' email if your package has not arrived otherwise no store credit or refund (if applicable) will be available.
Customers please note that many of our “Tzar the Paddington Poodle” customers inform us that their Australia Post Redirections do not work with packages. “Tzar the Paddington Poodle” will not be responsible for replacing goods or extra costs if a redirection has not been successful. Please contact Customer Service before you move to ensure a current order has the updated details to minimise delays.
Please see our INSUFFICIENT AND/OR INCORRECT DELIVERY INFORMATION section in the Help Centre for more details and how to avoid errors in placing your order.
CHEQUE AND BANK TRANSFERS, IF APPLICABLE
If a customer elects to pay by Cheque/Money Order or Bank Transfer and the funds are not received within 60 days, then the order will be cancelled until payment arrives. Please note that stock availability and prices may change if the time between placing the order and payment being received is delayed. Please remember to include the “Tzar the Paddington Poodle” Order Number as a reference with your payment. If you are paying by Bank Transfer you must send a message via the message centre in your “Tzar the Paddington Poodle” account informing us that you have made the payment. “Tzar the Paddington Poodle” will send an automated email if payment has not been received within 7 days of the order being placed.
CHARGING OF CREDIT CARDS
A credit card is charged for physical items after the “Tzar the Paddington Poodle” order team has confirmed availability. Items that are no longer available will be removed from the website and excluded from your processed order and therefore you will not be charged for them.
eBooks and Gift Certificates are charged immediately during the purchasing process, prior to delivery.
If any delays are discovered on a particular title at the time of processing, you will be contacted via the message centre in your “Tzar the Paddington Poodle” account with details of the options available to you. If you agree to a longer delivery time, your credit card will be charged at the time of confirmation.
If “Tzar the Paddington Poodle” is unable to charge a customer's credit card due to insufficient funds or other errors, then “Tzar the Paddington Poodle” will attempt to contact the customer by email or via the message centre in your “Tzar the Paddington Poodle” account to rectify the issue. If the customer does not contact “Tzar the Paddington Poodle” to resolve the issue then the order will be cancelled. Please note that stock availability and prices may change if the time between placing the order and credit card details being corrected or funds being available is delayed.
ORDERS WITH MULTIPLE ITEMS
Customers with more than one item may be sent their items in multiple shipments. “Tzar the Paddington Poodle” holds on to items for up to 6 business days after the first item has been allocated to the order to include as many items in one shipment as possible. Customers shipping to addresses in Australia pay a one off fee of $6.95 for as many shipments required per order. If you require items to be sent before the 6 business day time frame, an additional postage charge of $6.95 will apply. You can request items to be sent sooner by contacting “Tzar the Paddington Poodle” by emailing at email@example.com. Overseas orders see below.
All overseas orders are consolidated to one delivery
If a Fed-Ex/UPS service does not deliver to your specified address we reserve the right to cancel your order before it is processed.
Orders over the value of AUD$270 being delivered to New Zealand will be liable for customs charges, taxes including GST and brokerage costs. These charges are the responsibility of the recipient and “Tzar the Paddington Poodle” will not reimburse customers for these import costs or provide a refund or credit for any order if a customer refuses to pay them. Please contact our Customer Service Team to discuss what arrangements may be possible for your order.
All orders with an overseas delivery address are firm sale and a store credit or refund is not available. Note that this does not apply to Damaged or Faulty Items - see Reason 3 in the Returns section of the Help Centre.
COMPLETION OF AN ORDER & OUTSTANDING ITEMS
An order will be complete when either of the following occurs (i) all items were sent and delivered (ii) the order has been cancelled during the cooling-off period (iii) the customer nominated to pay by cheque, money order or bank transfer and the monies were never received by “Tzar the Paddington Poodle” within 60 days of the date of the order and the unprocessed order was cancelled (iv) the customer received some items but nominated to get a credit or refund for the remaining amount (v) “Tzar the Paddington Poodle” could not charge the credit card and the unprocessed order was cancelled (vi) the remaining items that are yet to be delivered in the order are no longer in print or available through “Tzar the Paddington Poodle's" suppliers any more (vii) more than 120 days have passed since monies have been received on an order and “Tzar the Paddington Poodle” was unable to source the title(s) and if so then the customer will receive a refund for the amount of the cancelled item, unless the customer wishes to wait longer for such title to become available. The ONLY exception applies to items Pre-Orders where the 120 days commences from the publish date.
“Tzar the Paddington Poodle “keeps all personal information submitted in the strictest confidence. The information is kept on a secure server and is only used to process orders from “Tzar the Paddington Poodle”. This information will not be released to anyone other than necessary to fulfil your order. In some instances “Tzar the Paddington Poodle's” suppliers will fulfil directly to you, the customer, to improve delivery times and your contact information is kept in the strictest confidence. We will not rent or sell your personal information to any third party outside of “Tzar the Paddington Poodle “without your permission.
Third-Party Service Providers: “Tzar the Paddington Poodle” uses Australia Post, UPS, FedEx, and Spring Global Mail to deliver packages. “Tzar the Paddington Poodle” may provide these companies your email address ONLY to provide customers up to date delivery tracking of dispatched orders.
The information contained on the “Tzar the Paddington Poodle” website may contain technical inaccuracies or typographical errors. All liability of “Tzar the Paddington Poodle” howsoever arising for inaccuracies or errors is expressly excluded to the fullest extent permitted by law.