FAQs

Please select an FAQ category from the list below. If you have a query which is not addressed here please contact us.

Searching

QUESTIONS

ANSWERS

How do I use the search options on your website?

Search Stock Bar

Searching is easy! There is a search bar on everypage of the website. Simply type in a title, author, keyword, stock ID or ISBN and click the magnifying glass. You can also use this search bar to search by multiple terms - just place a comma between each term, for example:

Australia, bird, field guide

Advanced Search

For more detailed searching use Advanced Search. This search is designed to assist the searcher to find specific titles using title, author, ISBN or stockID or to create a view of books of specific interest using multiple keywords. A multiple keyword search will provide a relatively small number of titles from which to consider. There is no need to use all fields - just enter details into as many or as few fields as you require and then click Find Stock.

Refine your search

Once a view of books has been created using either the "search stock" bar or "advanced search" it is easy to further refine the search. A Refine Search bar will appear at the top of your search results. Simply type another search term into this field and click on Find Stock. This latest search is preformed only on the previous search results. This search can be repeated. For example:

  1. Type "Bird" into the Search Stock bar
  2. The search returns 3548 records - too many to browse through!
  3. Type Australia into the Refine Search bar which reduces the results to 563 records
  4. Type "field guide" into the Refine Search bar which reduces the results to 44 records
  5. Browsing through stock records is now much easier.

 

Ordering

QUESTIONS

ANSWERS

How do I place an order via your shopping cart?

Ordering is simple!

Our Shopping Cart is intuitive and completely secure. Once you have found a book/books you wish to purchase just click on the Add to Cart button next to the item to add the book to your shopping cart. As you add items to your shopping cart a mini cart will appear in the upper right-hand corner of the website. This displays a summary of the items in your cart, including a running total, and allows you to quickly and easily checkout.

When you are finished adding items to your Shopping Cart and are ready to checkout, just click on the Checkout button next to the Mini Cart. This will take you to the full Shopping Cart for postage and payment. There are three simple steps to lodge your order:

1. Review the items in your cart and make a postage selection.

2. Select or enter Billing and Shipping details.

If you are a returning customer and have logged in the billing address fields will auto-populate with your default details. If you are not logged in, simply log in and all the relevant details will appear. Our shopping cart defaults to the last shipping address used, however if you do not wish to use this address simply select another one from those listed in your account or add a new shipping address.

If you are a new customer simply fill in your details in the billing address fields and create a password for your account. Once this is completed you can add an alternate shipping address, if required.

*Please note that the postage rate will update when an alternate shipping address is selected.

3. Select your preferred payment option.

There are two payment options available. Click the radio button next to your preferred method, once entered, then click the Place Order button. You will then be taken to your order summary. This page can be printed for your records if desired.

What other methods can I use to place an order?

Orders can also be placed via email, phone, fax or post. Click here for our full contact details.

Order Forms

You are welcome to download/print our order form to place your order.

- Regular Order Form                  - Library Order Form

Do you offer special ordering conditions for libraries?

We supply libraries and institutions worldwide and offer a specialist library supply service. Visit our Libraries page for full details.

Are gift vouchers available?

Gift vouchers are available for any amount. If you wish to include a message with your gift voucher, please include the wording when you place your order. After you place your order we will issue a gift voucher with a unique number, allowing the recipient to redeem the voucher when ordering via our website, email, phone, fax or in person. An attractive hardcopy gift voucher will also be issued. Click here for full details.

I do not live in Melbourne and cannot visit your store. How can I redeem my gift voucher?

Each gift voucher we issue has a unique number, allowing the recipient to redeem the voucher when ordering via our website, email, phone, fax or in person. Just mention the number on the gift voucher and your name at the time you place your order.

 

Customer Log In

QUESTIONS

ANSWERS

How do I create a customer account?

There are two ways to create a customer account:

  1. Click on the Register button in the top right-hand corner of the website and complete the form.
  2. When placing your first order on our website a customer account will automatically be generated for you using the details entered in the shopping cart

What are the benefits of creating an account?

Creating an account has many benefits:

  • Quicker ordering - the shopping cart will auto-populate with you billing address and you can store multiple alternate addresses
  • View past orders
  • Easily update details
  • Create and send wishlists
  • Request out of stock books

What can I have as my username?

You can have anything you want! However, we do recommend using your email address so it's one less thing for you to remember.

What do I do if I've forgotten my username?

Just let us know and we'll send you an email reminder. You can do this by clicking here.

What do I do if I've forgotten my password?

Just let us know and we'll send you a password reset link. You can do this by clicking here.

How do I access and edit my customer account?

To access your customer profile when you visit our website, simply log in and then click on your name which will appear in the upper right-hand corner of the website. This will take you to a summary of your details, where you can edit your details, add addresses, change your password and more. The menu in the left-hand column will allow you to view past orders, wishlists and out of stock requests.

Some books on the website have a Request Item button rather than an Add to Cart button. What are these books and how do I request the book? 

There are many classic natural history titles which are now out-of-print and difficult to find. Cogger's Reptiles and amphibians of Australia or Honeyeaters and their allies of Australia from the National Photographic Index series, for example. While we do have copies of these books from time to time they rarely make it to our website as we have long waiting lists of customers wanting to purchase a copy.

To alleviate this problem we list a selection of hard-to-find out-of-print books on our website as Out of Stock Requests. These stock records are different from the books we offer for sale on our website. A requestable book cannot be purchased but you can add your name to the waiting list for a copy. To do this just click on the Request Item button next to the record and complete the form. Your name will then be added to the waiting list and when a copy becomes available we will contact you. Please note there is no obligation to purchase when a copy does become available, we simply offer you first refusal.

You can keep track of items you have requested via your customer account.

Our back-ordering system is very efficient so don't hesitate to let us know if there are other titles you are seeking, even if they are not listed on our website.

Can I view my past orders?

Yes. Once you are logged in simply click on your name in purple in the top right-hand corner. Your profile summary will appear at the top of the left-hand column, below the Andrew Isles logo. Simply click on Past Orders to view all orders placed since the launch of our new website in February 2010.

 

PAYMENT

QUESTIONS

ANSWERS

What Payment Methods do you accept?

We accept the following credit cards: Visa, Mastercard and American Express; or Direct deposit into our bank account (AU, US or UK accounts)

Do the prices on your website include GST?

All our prices are inclusive of GST.

 

Postage/Freight

QUESTIONS

ANSWERS

What are your postage/freight options and rates, and expected delivery times?

We offer efficient and secure delivery of parcels world-wide at reasonable cost to our customers. It is not our intention to profit from freight charges - our rates are calculated at average cost.

Rates within Australia

Parcels within Australia are sent via Australia Post.

Regular Post:

  • Parcels up to 5kg - AU$9.00
  • Parcels up to 10kg - AU$14.00
  • Parcels over 10kg - rate calculated at cost via our shopping cart (or contact us for a quote)

Express Post:

  • Parcels up to 2.5kg - AU$15.00
  • Parcels 2.5kg - 4.5kg - AU$25.00
  • Parcels over 4.5kg - QUOTE - rate will be calculated by a staff member once order is received

We will endeavour to dispatch all express post orders received by 12noon on the same day. Orders received after this time will be sent on the next working day.

Please note, the above express post rates are for parcels sent to east-coast capital cities. We reserve the right to requote for express post parcels. 

Overseas Rates

We use the following averaged rates for overseas parcels. Our carrier is Quantium and we are able to offer Airmail rates which are significantly cheaper than the old Airmail rates and in most cases cheaper than the old Economy Air rates. While we recommend Airmail, surface mail and other freight options are available where appropriate. Please just contact us for a quote.

 

  Book Weight  New Zealand ASIA/PAC USA/UK EUROPE ROW
  0.0 - 0.69 Kg  $11.00  $19.00  $18.00  $24.00  $26.00
Average one book parcel: 0.7 - 1.49 Kg  $17.00  $30.00  $29.00  $37.00  $39.00
Average larger parcel: 1.5 - 2.29 Kg  $29.00  $48.00  $57.00  $66.00  $75.00
  2.3 - 2.99 Kg  $33.00  $49.00  $64.00  $75.00  $87.00
  3.0 - 4.99 Kg  $43.00  $79.00  $98.00  $112.00  $120.00
  > 5 Kg QUOTE QUOTE QUOTE QUOTE QUOTE


Please note Airmail is not trackable and parcels sent by this method are at the buyers risk, however we rarely encounter problems. Courier services are also available, please ask for a quote.

We reserve the right to recalculate freight at cost for heavy items, multi-volume sets and journals or bargain books.

Delivery Times

Delivery times are approximate and exclude weekends, however usually parcels will be delivered within the time quoted. Please note that during peak periods there can be delays and if you require your parcel delivered by a certain date please advise when placing the order. URGENT deliveries within Australia can be sent by EXPRESS POST. Please contact us for details. For urgent delivery overseas or expensive items we recommend Premium Parcel or Spring Courier. Please advise us when placing your order if urgent delivery is required.

Postage consolidation is available for libraries and customers who buy regularly and in quantity. For details please read below.

Please contact us with any queries.

Is express post available for any destination?

Express Post is a service offered by Australia Post. Australia Post advises that "The Express Post network covers 80% of Australian business addresses, private addresses and post offices boxes". For addresses outside the Express Post network deliveries "will receive the fastest possible delivery using existing transport links". For full details of the Express Post service and to check if your address falls within the delivery network please follow this link.

PLEASE NOTE: As mentioned above we will endeavour to dispatch all express post orders received by 12noon on the same day. Orders received after this time will be sent on the next working day.

 

Do you offer a special freight service for large orders or regular customers?

We offer efficient and secure delivery of parcels world-wide at reasonable cost to our customers. It is not our intention to profit from freight charges, which are calculated at cost. However, to assist in minimising postage costs we offer a postage consolidation or bulk freight service. While this service is primarily for libraries and institutions, it is also available to customers who buy regularly and in quantity. Under such an arrangement we would process your order as usual and then hold your books awaiting further orders. We would then send your parcel once a certain weight or time frame has been reached, 5kg or once a month for example. If you are interested in this service please contact us and mention "Postage Consolidation" in the subject line.

 

Terms & Conditions

QUESTIONS

ANSWERS

What is your returns policy?

Customers are able to return a title for any of the following reasons.

* the book is not as described.
* the book has been damaged in transit.
* the book is defective e.g. misbound or missing pages.

Please contact us if you wish to return a title for any of the above reasons.
On occasion books may be lost in transit. If you have a concern please contact us as soon as possible. Our packing is of the highest standard and it is rare for transit damage to be attributed to faulty packing.

Do you have a privacy and security policy?

The privacy and security of our customers personal information is of great importance to us. Our full privacy and security statement can be found here.

 

Glossary

QUESTIONS

ANSWERS

What do the icons on your website mean?

Our website features a number of ICONS - these are used to provide customer with quick visual information about the book/s.

  • BARGAIN - A great range of substantially reduced books often in as new condition.
  • IN PRINT - A new book that is available and still in print.
  • OUT OF STOCK - More copies of this book are on their way so please place your order.
  • SPECIAL ORDER - This title is not held in stock but we are happy to supply on special order.
  • CANCELLED - Publication abandoned.
  • FORTHCOMING - This title is forthcoming, place your pre-publication order now.
  • SOLD - This item has been sold, please contact us if you would like to join the waiting list.

Some of the books on your website are not available to Add to Cart, instead they have a Request Item button. Why are these books different?

Request Item books are classic and hard-to-come-by secondhand books for which we have long waiting lists for copies. As such, they rarely make it onto our website for sale. So that customers are able to add their name to the waiting list for these books we list them online as request items. The copies you see on the website are not in stock or available to purchase. They are 'generic' enteries we list for requesting purposes only. Once your name has been added to the waiting list we will contact you directly when a copy becomes available and your request is the next in line. It is always worthwhile responding to these offers promptly to ensure you secure the book.