FAQ

FREQUENTLY ASKED QUESTIONS

Welcome to ShopACR!

The following information answers many of the regular questions asked by customers.  If you don't find what you are looking for, feel free to get in touch by any of the means listed under Contact Us.

Please not that the answers below are the terms & conditions that apply to your purchase.

CONTENTS

1. CONTACT US
2. JOINING SHOPACR / REGISTERING AN ACCOUNT
3. PLACING AN ORDER
4. PAYMENT & SECURITY
5. SHIPPING & DELIVERY
6. RETURNS & REFUNDS


1. CONTACT US

1.1 What are your standard business hours?

Our office is open 9:00am to 4.30pm (AEST), Monday to Friday, excluding NSW public holidays.


1.2 How do I contact customer service?

You can contact the ACR sales team in multiple ways:

  • Online chat: Click the teal-coloured icon in the bottom right hand corner of your screen.  During business hours you can immediately chat to one of our friendly team.  After hours, leave a message.

  • Online form: Use the Contact Us form.  We aim to respond on the same or next business day.

  • Email: service@shopacr.com.au.  We aim to respond on the same or next business day.

  • Phone, Sales:  1300 36 75 75 during hours.

  • Phone, Accounts: 02 9651 7434 during hours.

1.3 Do you have a store location?

Customers are welcome to visit our warehouse during normal business hours. For those nearby or passing through, you can pick up ordered goods, view and purchase items in person, or meet with one of our team. To discuss a specific topic please phone ahead, so our most suitable team member can be available.

The address is: 5C 256 New Line Rd, Dural NSW 2158.

Note that we do not accept cash.  Purchases to be collected can either be paid for beforehand, or paid at the time of pickup using a credit or debit card or by PayID from your mobile banking app.  PayID: service@shopacr.com.au.


1.4 Who is ShopACR?

ShopACR is the name of the website of Australian Christian Resources (ACR).
www.shopACR.com.au

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2. JOINING SHOPACR / REGISTERING AN ACCOUNT

2.1 I'm an existing ACR customer.  Do I need to register a new account on the ShopACR website?

All existing customers already have an account on the ShopACR website based on their email address.  If you don't know your password, go to the Login screen and choose Forgot Password.  Enter your email address and a password reset email will be sent to you.


2.2 Why would I register an account on the website?

You can make a purchase as a Guest.  However, if you login, there is no need to re-enter any shipping details.  You can also view past Sales Orders.  You can see your Invoice History and pay any outstanding Invoices using a credit or debit card.  You can take advantage of any special pricing arrangements.

You can also add other users to the same account as you with their own separate login.  Go to My Account, and choose Manage Logins.  Click the button to Add New User.


2.3 What are your payment terms?

Customers normally make payment at the time of purchase.  If you are an organisation and would like 30 day payment terms, please contact us at service@shopacr.com.au or by phone 1300 36 75 75.


2.4 Our organisation has multiple buyers.  Do we each need separate accounts?

No.  Register one account for your organisation.  Login to this account and then create as many other Buyers as you wish.  Each Buyer will be given their own separate login details for the same organisation's account.  Go to My Account, and choose Manage Logins.  Click the button to Add New User.

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3. PLACING AN ORDER

3.1 Will I receive a confirmation email after I place my order?

Yes, you will receive an email within 30 minutes using the email address confirmed during the checkout process.  If the email is missing, remember to check your spam or junk email folder!

You can also view your order details by logging in to your website account.  Go to My Account, and choose Previous Online Orders.


3.2 When will my order be shipped and will I receive a notification?

Orders with available stock are normally shipped within 1 business day of payment.  If you order before 2:00pm and provide immediate payment we can usually ship same day.  You will receive an Australia Post email notification that your order has been shipped.


3.3 Can I track my order?
 

Yes, your Australia Post shipping notification email will contain details on how to further track your order.


3.4 Can I cancel or make changes to my order after it has been placed?

If you make an error in a submitted Sales Order, please contact us immediately by email, or by phone during hours and quote your Sales Order Number.  One of our friendly staff will be able to correct your Sales Order, provided it has not yet been shipped.


3.5 The product I want says On Backorder, can I still order it?

Yes, you can order a product that says On Backorder.  It means that we are waiting on more stock from our supplier.  The order may take a little longer than usual to deliver.  Please let us know if you would like a split delivery of your order, if the same order has products available now.


3.6 The product I want says On Request, can I still order it?

Yes, you can order a product that say On Request.  No need to spend more time searching!  It means that we do not hold the product as a stock item, but can obtain it on request.  If you order this product we will normally advise you of the expected delivery time.  Please also note that products purchased On Request cannot be returned unless faulty.


3.7 What is a pre-order?

A pre-order is often used for a new product, where we may accept orders prior to the first shipment of stock arriving.  Pre-orders will be given delivery priority when the first stock is received.


3.8 Why didn't my promotion code work?

The promotion code may be expired, not apply to those goods, or perhaps you did not click the Apply button after you entered the code during the checkout process.  If you contact us immediately, before your order is shipped, we can still apply a valid promotion code for you.

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4. PAYMENT & SECURITY

4.1 What payment options do you offer?
  • Credit or debit card
  • PayPal
  • Direct deposit using BSB and Account Number.  Use these details:
    • Name: Australian Christian Resources
    • BSB: 105-011
    • Account: 103 096 140
    • Reference: Your Sales Order, Invoice Number or Customer Number.
  • PayID: service@shopacr.com.au.  Use PayID for immediate bank transfer.  This means your goods can often be shipped a day earlier than with a BSB direct deposit.

Please note: Bank transfer payments with an invalid Reference cannot be applied to your account.


4.2 Can I pay by cheque or money order?

We will accept a cheque or money order payment from an individual retail customer.  We do not accept cheques from organisations and a handling fee may be applied.


4.3 Is it safe to pay with my credit card on ShopACR?

Yes, the ShopACR website uses a highly secure payment gateway and banking industry best practice SSL encryption.  Your credit card details are not recorded or passed on to any other party.

All website traffic, including Credit Card transactions, is SSL compliant, as secured by:

  • TLS 1.2 (a strong protocol)
  • ECDHE_RSA with P-256 (a strong key exchange)
  • AES_128_GCM (a strong cipher)

4.4 Can I pay using a foreign currency?

All orders are processed in Australian dollars (AUD).  However, you can view the estimated cost of products in a foreign currency of your choosing.  Choose from the Display Currency dropdown list at the top of the screen.  Foreign exchange rates are updated daily.


4.5 I'm an international customer.  Will I be charged Australian GST?

No.  GST is only for Australian customers.  If your account is registered using an address in a country other than Australia, then GST will be removed from all items at the time of checkout, provided that the goods are to be shipped to your home country.  Note that your home country may have it's own rules for applying local taxes to your order.


4.6 What if I don’t want to pay online?

If you've found what you're looking for but you don't want to pay online, please call us on 1300 36 75 75 between 9.00am and 4.30pm (AEST), Monday to Friday and we will confirm your order and preferred payment method by phone.  You are also welcome to pay on pickup from our warehouse.

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5. SHIPPING & DELIVERY

5.1 Do you deliver to my area and how much do you charge? 

We use Australia Post to deliver Australia-wide and internationally.  The postage cost is calculated during the checkout process.  Choose Express if you want something fast.

Note: Free standard postage applies to orders over $100!
** Retail customers only, shipped to an Australian domestic address.  Excludes products in the Church Supplies category.


5.2 Do you deliver internationally?

Yes, we ship goods all over the world.  The standard postage cost will be calculated during the checkout process.  If you would like your international order sent by a specific method, like Express Post, Air Mail or Sea Mail, please specify this in the Delivery Instructions during the checkout process.  If you tell us, we can confirm and modify your preferred shipping method and cost prior to dispatch.


5.3 Can I get express delivery?
 

Yes, we offer express delivery via Australia Post for next business day delivery to capital cities and 2+ days to most other places in Australia.


5.4 Do I have to sign for my delivery?

No, the standard shipping method is for goods to be left in a safe place, as determined by the courier.  If you would like a signature on delivery, please specify this in the Delivery Instructions during the checkout process.  Alternately, provide any other delivery instructions that will ensure your goods get to you safely.  E.g. If not home, please leave on front porch behind the garden gnome.


5.5 Can I collect my order instead of having it posted to me?

Yes, customers are welcome to visit our warehouse to pick up goods.  You can view or purchase items in person, or meet with one of our friendly team.  To discuss a specific topic please phone ahead, so our most suitable team member can be available.

Note that we do not accept cash.  Purchases made direct from the warehouse can either be paid for beforehand, or paid at the time of pickup using a credit or debit card or by PayID from your mobile banking app.  PayID: service@shopacr.com.au.


5.6 Can someone else collect my order on my behalf?
 

Yes, you can nominate someone else to collect your order. Simply contact us at service@shopacr.com.au or phone 1300 36 75 75 to make the arrangement.


5.7 Do you send to PO boxes?

Yes, we ship to Post Office box addresses in Australia and New Zealand only.  Unfortunately, this service is not available to PO boxes in other countries.


5.8 My items have not arrived. What should I do?

You should have received a confirmation email from Australia Post at the time of shipment.  It contains details on how to further track your order.  You are welcome to contact us at service@shopacr.com.au if the goods have not arrived within a reasonable shipping time.

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6. RETURNS & REFUNDS

6.1 Can I return or exchange an item I bought at ShopACR?

Yes, as part of our Customer Care policy you are allowed to change your mind!  You have the option of returning or exchanging an item within 60 days of purchase.

We will provide a full refund (excluding any postage costs).  If the item was on sale, then the sale amount will be refunded. Please provide your bank details: BSB and Account Number.


6.2 What are the conditions of return?

We will accept returns provided that:

  • you have contacted the Customer Service team by phone or email, and they have confirmed your return item;
  • you have provided the relevant online Sales Order number or Invoice number;
  • the return is made within 60 days of the date of purchase;
  • the goods have not been used;
  • the goods are returned in their original packaging and condition.

You are responsible for any return postage cost, unless the item is faulty, or the return is due to an error made by us.


6.3 How do I return an item?
  1. Locate your online Sales Order number or Invoice number.
  2. Contact our Customer Service team by phone 1300 36 75 75 during hours, or by email service@shopacr.com.au.
  3. Wait for their confirmation of the return item.
  4. Return the item to the following address:
    Australian Christian Resources
    5C 256 New Line Rd,
    Dural NSW 2158

For assurance, you may wish to retain a tracking number for your return parcel.  You are responsible for the safe arrival of the item at our warehouse.  We can only process a return for items which do physically arrive, and which are undamaged.


6.4 Can I exchange an item in person at the warehouse?

Yes, you are welcome to visit the warehouse to return or exchange your item during normal business hours.  Note that prior confirmation of the return is still required by phone or email.


6.5 Are any items excluded from the returns policy?

The following items are not eligible for return:

  • Items delivered by email.
  • Gift vouchers.
  • On Request items, unless faulty.  These items are usually ordered in especially for you.  They have On Request clearly indicated in the product details.

6.6 I’m an international customer, can I return items?

Yes, same instructions apply as for domestic customers.


6.7 If my product arrives damaged or faulty, what do I do?

In the unlikely event that your item arrives damaged or faulty, please let our Customer Service team know at service@shopacr.com.au immediately for a replacement (if available) or a refund. You may be required to send us images of the damage for further assessment.

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