1. Order Confirmation & Collection Notification
Upon placing your order, you will receive an initial confirmation email. Please note this is not a notification that your order is ready. Wait for your order ready confirmation via email from us to let you know your good(s) are ready to collect.
2. Collecting Your Order
To collect your order, you will need your Order Confirmation. This can be printed or shown on your phone. You will also need identification that lists your name. Accepted forms of identification are:
- Passport
- Driver’s License.
- Credit card
- Medicare Card
Authority to Collect: Possession of the 'Order Ready' email serves as your authorisation to collect the goods. By showing this email, either virtually or in hard copy, you authorise us to release the order to you or any person acting on your behalf (such as a friend or family member in possession of the ‘Ready for Collection’ email).
Large & Heavy Items: If you are collecting large and/or heavy items, please attend our store with a vehicle capable of transporting the item. We urge you to check the pack dimensions of the product on our website to determine its size.
Check Goods Upon Collection: We ask that you (or the person collecting on your behalf) inspect the order at the counter to ensure all items are accounted for and in good condition. By leaving the store with the items, the order is deemed accepted. While we cannot accept responsibility for missing or visibly damaged items after this point, our standard Warranty and Returns Policy will still apply.
3. Collection Timeframes & Uncollected Orders
We understand you that you may not be able to collect your order immediately. We will hold on to your order as long as we can, however we do have the following timelines:
- 30-Day Holding Period: Unless a prior arrangement has been made with the CARAC online team, all Click & Collect orders must be collected within 30 days of the 'Order Ready' email being sent.
- Cancellation & Refund: If your order is not collected within this 30-day period, we reserve the right to cancel your order and return the items to stock. In this event, a refund will be processed to your original method of payment.
4. Changes and Cancellations
If you need to change or cancel your order please contact us via the options in our contact page.
5. Out Of Stock Items
If the item(s) you have purchased are out of stock, we will contact you promptly to advise of the waiting period or offer an alternative item. We are more than happy to provide a full refund if the wait time is not suitable for you.