Free Shipping on orders over 50$

Last day of business in 2021 is 17/12/2021
Due to volume after lockdown, we are entirely focused on shipping current orders until that day.
New orders received will now not ship until late January 2022.

Order Terms and Conditions, Feedback and Complaints

 
 
Order Processing and Delivery

If goods are in stock, orders will usually be dispatched within 2 - 5 business days after the order has been placed.  Depending upon where you are in Australia, delivery can take approximately 2 to 7 business days to complete.  For orders of goods not in stock, the expected delivery timeframe will be longer.  If that is the case, we will inform you upon receiving your order and we’ll keep you up to date throughout the entire order process.

We deliver products Australia wide using by either Express Post or by a courier service.  This may require collection from a post office, a signature upon receipt and/or other special conditions.  This is so we can track your order throughout the entire delivery process to ensure it arrives safely.  The size of the package and the type of goods ordered will determine the cost of delivery and the delivery method to be used.  Communicate AT Pty Limited reserve the right to charge for a small fee for Freight and Handling which will be added to your order total (before the Checkout process for online orders).

At present, our Freight and Handling fee is dependent upon how bulky your order is and where it is travelling to. We have added a function to our website to accurately produce a price for you based on what's in your shoppinbg cart and the delivery postcode

If you have a preferred method of delivery, please inform Communicate AT Pty Limited at the time of making your order.

Please note that courier delivery services are normally only available between 9am – 5pm, Monday to Friday inclusive.  Please ensure that the delivery address provided will accept delivery of goods during these hours.

If preferred, we can arrange delivery outside these hours at a premium rate, however arrangements will need to be made with third party contractors, and will be subject to their terms and conditions. 

Unless instructed to the contrary, Communicate AT Pty Limited will send all goods ordered at the same time in the one shipment to one delivery address only.  No split shipments arrangements will be entered into.  If we are instructed by the paying customer to part-ship orders, an additional Freight and Handling charge may apply, however Communicate AT Pty Limited will NOT charge additional Freight if backordered items on multi-product orders are causing delays and it is our own decision to part ship your order.

Upon delivery, it is the customer’s responsibility to ensure the contents of an order are delivered and match the items listed on the delivery note.  If not, please report any discrepancy to Communicate AT within 14 days of the dispatch date noted on the delivery note.

At this time, Communicate AT only accepts orders from Australian states and territories, we are unable to accept international orders.  For information about your closest supplier of the products we offer, please contact us on +612 9971 0409 as we’re happy to point you in the right direction.
We attempt to keep our website inventory as up to date as possible however only manually update stock numbers each Friday. We process orders on first in first out which means inventory can be affected by order received via purchase order, NDIS Order Forms or email.  Best to check with us first if you have urgency about your order.
Returns & Replacements

It’s very important to Communicate AT Pty Limited that your assistive technology order is correct and you are satisfied with the process. If there is a discrepancy with your order, please contact Communicate AT within 14 days of the dispatch date noted on the delivery note.

To enable the Returns process for either a credit, replacement and/or refund to be commenced, arrangements must be first made with a representative of Communicate AT Pty Limited before an item is returned to our office.

Please contact Communicate AT Pty Limited directly to obtain a Return Merchandise Authority (RMA) Ticket. All Returns must be accompanied with an RMA Ticket. Unannounced Returns or Returns submitted without an RMA Ticket will not be accepted, and will result in delays that may jeopardise your ability to claim a refund.

The product(s) must be returned to Communicate AT Pty Limited within 30 days of the Communicate AT invoice date in an as new condition or in a resalable condition. If the product has been used or is not in resalable condition then a request for a credit, replacement or refund may be rejected.

If there is a change of mind, the return costs are to be borne by the Customer. A restocking fee of 15% of the returned item values will apply for orders returned due to change of mind reasons as Communicate AT are obliged to pass these onto the next customer at discounted prices.  Communicate AT Pty Limited will pay for return postage or courier costs only if a product is faulty or an incorrect item has been dispatched.

Subject to the Return Process Policy, a full refund of the purchase price (less any Freight charges), will be provided to the customer for faulty goods.

'Faulty' is defined as a manufacturing defect or damage in transit to a customer; no exchange or refund will be allowed if the product has been damaged by the customer due to neglect or misuse.

Refunds will be made to the same debit or credit card that was originally used for the purchase.
Warranties

All of the items sold by Communicate AT have a minimum of 12 months, "manuafcturers warranty" included and some products have more than that. Our warranties are "return to base" meaning the freiwght cost to return an item are covered by the customer however we will endeavour to minimise this impact on our customers as best as we can.  Always call or email Communicate AT to discuss your options prior to initiating a warranty claim, we may be able to help before any actuion is needed or work out a way to make sure there's minimal cost to you of returning any faulty items. 

Communicate AT's goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to:

  • cancel your service contract with us, and
  • refund for the unused portion, or reimbursement for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does amount to major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to reimbursement for any other reasonably foreseeable loss or damage from a failure in the goods or service.

This warranties don’t override customers’ statutory rights as a consumer in the state in which you reside or the state of NSW - click here to read more at The Department of Fair Trading NSW

Ordering

Prepayment: We accept payment by either MasterCard, Visa, BPay, Cheque, Pay Pal or Internet Banking (contact us for account details).

Purchase Orders: Official Purchase orders will be accepted only after credit terms have been established or there is an established order history with Communicate AT Pty Limited. Communicate AT Pty Limited also reserves the right to refuse requests for fulfillment of orders via Purchase Order at anytime, at which time prepayment will be required. Purchase Orders will only be accepted is they meet the following criteria:

  1. Terms of payment, pricing and delivery totals, date of submision, contact details, ABN or ACN, delivery and invoicing details are noted.

  2. An official purchase order number is allocated.

  3. Purchase Orders are only accepted from businesses, companies, non-government and government entities, not-for-profit organisations, charities or sole traders.

Orders received and accepted via official Purchase Orders will be invoiced on 14-day Net accounts, private orders require pre-payment.

Communicate AT Pty Limited will only consider splitting invoices if a prior arrangement has been agreed.  We reserve the right to decline requests for split invoices
Payment, Pricing & GST, Order Tracking

All prices, availability & product features of goods and services sold by Communicate AT Pty Limited may change at any time without notice at the sole discretion of Communicate AT Pty Limited.

All prices displayed on our website includes GST where it applies.  There are products sold by Communicate AT Pty Limited that can be classified under Schedule 3 of the GST Act or Schedule 3 to the GST Regulations (Medical Aids and Appliances) and therefore are sold GST free.  If GST applies, it will be noted in the checkout process and/or on your Tax Invoice or Itemised Bill.

Freight and Handling is not included in the price of goods sold on our site and is applied as a separate cost per order. GST applies to freight and handling.

Orders Shipped by Australia Post

Most of our orders are shipped to you via Australia Post (Express Post) using our eParcel account which means tracking is automatically sent to you (if an email address is provided) at the following stages:

  1. When we pack and lodge your order with eParcel
  2. When it is picked up (Fridays for the larger run) or dropped in at Dee Why Post Office
  3. When it is on it's way to you i.e. the day of delivery
  4. When it has been delivered or left in a safe place.

It is also advisable for us to collect a delivery mobile phone number which can be used to alert you of pending deliveries.

Here's the latest service information from Australia Post :

The best way to track parcels with Australia Post

The estimated delivery dates Australia Post provides through their tracking service is accurate and is regularly updated. Providing your email and mobile number information at the time of ordering is very important as it allows Australia Post to send tracking notifications and updates about parcels and orders to you automatically.

 

AusPost App Logo

 

 

 

The best way to track and manage your deliveries is with the Australia Post mobile app.

Get the AusPost app

The Australia Post mobile app remains the best way for customers to track and manage deliveries.

 

Couriers Please logoOrders Shipped by Couriers Please

 We also use Couriers Please for bulkier order movements, like larger Wheelchair Mounts, Rolling Mounts and Floorstands.  Here's their current update on their delivery responsiveness:

 You'll also receive email and SMS tracking of your automatically sent to your from Couriers Please if that information is provided. That happens at the following stages: 

  1. When your order has been picked up from our Dee Why office (usualy on Fridays)
  2. When it is on it's way to you i.e. the day of delivery
  3. When it has been delivered or left in a safe place

 If unsure, contact us and we can provide you with the order consignment number whcih is used as the tracking number.

Viewing Orders - Webstore vs. Purchase Orders or Phone Orders

Only orders placed through our webstore have their history available to view through the website.  For orders placed by official Purchase Order, directly over the phone or via email, please contact Communicate AT for copies of your order documentation if required.

 

Feedback and Complaints

Communicate AT are always open and willing to listen to you about any aspect of our business and your customer experience with us. We welcome all feedback no matter whether that be platitudes - which is always very nice to hear! -  Constructive advice  - always of benefit so we can stop, take a breath from being head-down and refect on the views of others - or a direct Complaint  - in which case we are all ears as you, our customer, have not had the experience we have promised.  We actively record such instances when they occur so we can improve our business.

Here's the process, it's very simple:

Feel free to contact Adam Lynn, Managing Director of Communicate AT, directly with ANY feedback about our business. You can do this in using the regular contact methods in the Contact Us section of our website, write us a note on our Facebook page (search @communicateAT) or call directly on 02 9971 0409.

We have a process in place to action any Feedback we receive so you can be assured it will be logged, noted and discussed by the directors of the company.

The official email address to send along your Feedback is feedback @ communicateAT.com.au (please remove the spaces between "feedback", "@" and "communicateAT.com.au", we have written this way to avoid unsolicited email from bots and phishing).