Terms of service

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 Booktogram to source these items on my behalf. I understand I have a cooling-off period for physical books on this order and after that period expires, this purchase is deemed a firm sale (i.e. non-returnable). This is because Booktogram is sourcing 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 Booktogram is an online marketplace; our primary means of communication with you will be via the email address listed on your Booktogram account. Booktogram 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 Booktogram.

CHANGING OR CANCELLING ORDERS
In the first instance, if you have an issue with your order then please contact Booktogram Support Team as soon as possible.
Changes to orders, including cancelling because of an error or for a change of mind, are possible only for a limited time before your order begins processing in our Distribution Centre for In Stock items, or begins processing at our supplier for all other items.

The cut off to make changes to an order or a cancellation is 2 hours for In Stock items. Adding or substituting items on an order is not possible after these times and a new order will be required to be placed. Note we are unable to combine multiple orders.
Any addition or substitution may cause a change in the shipping time frame for that order so please be aware of the advised shipping time for added or substituted items.

In Stock items are marked with the ‘In Stock’ symbol on the product’s listing on the Booktogram website, whilst other products will advise a shipping time frame (if available) allowing for our supplier to fulfil the product to us.

A refund is only possible if changes or cancellations are requested prior to the above advised cut off times. At Booktogram’s absolute discretion we may offer a store credit for a cancellation accepted outside of these terms.

Note that a cancellation for a change of mind is not possible for the following product types:

  • Gift Certificates
  • eBooks
  • Other Digital Content
  • Bulk Orders where special pricing and/or product sourcing has been provided with Firm Sale terms
  • Print on Demand titles where a Firm Sale has been advised


RETURNS & REFUNDS

This policy does not limit the rights you are entitled to under Australian Consumer Law.

Returns for defective items
This policy does not limit the rights you are entitled to under Australian Consumer Law.

Returns for defective items
If there is a problem with any of the items received for your order then the Booktogram Customer Care team is available to help you.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you have received an item that is incorrect, damaged or faulty please contact us as soon as possible from the time the delivery was made. Booktogram will require evidence of the issue and may require you to return the item for assessment.
Booktogram may provide means to return an item at no cost to you or an alternate remedy. If an item is required to be returned (at no cost) it must be packed securely with cardboard or bubble wrap protecting the item, packed to prevent movement inside the package and ensuring the package is firmly enclosed.

Returns for change of mind
Before returning anything you must contact Booktogram Customer Care via email.
Booktogram is not obligated to accept a return for a change of mind. If we do accept a change of mind return then you must pay return postage and will only be entitled to a store credit, excluding the cost of shipping, for the approved returned item.
All returns must be packed securely with cardboard or bubble wrap protecting the item, packed to prevent movement inside the package and ensuring the package is firmly enclosed.

Returned items for a change of mind must be received at Booktogram in new and re-saleable condition (except where a damaged item has been accepted for return).

Where an item is returned for a change of mind without Booktogram’s approval, or has not been packed securely, or is not in a new or re-saleable condition when it arrives at Booktogram’s Distribution Centre, Booktogram is not obligated to provide a refund or store credit and the item may be returned to you. We will contact you to advise of the return status.
Store credits and refunds for an approved return will only apply to the item returned and will not cover any return postage costs or your original shipping charge.

A return and refund for a change of mind is not possible for the following product types:

  • Magazine Subscriptions
  • Gift Certificates
  • eBooks
  • Other Digital Content
  • Bulk Orders where special pricing and/or product sourcing has been provided with Firm Sale terms
  • Print on Demand titles where a Firm Sale has been advised


REVIEWING ORDERS
Booktogram reviews every order prior to processing and will only authorise items that we believe we can ship on time. Some items may not be available and alternatives may be recommended instead. An automated email will be sent asking you to log into your Booktogram account to view the status of the titles on your order. You will not be charged for items we cannot ship.

We do not offer Pre-Orders at the moment. Booktogram 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.

DIGITAL CONTENT
Booktogram acts as a Licensee (or Agent) of the Publisher to provide the Digital Content to the Customer. When purchasing Digital Content the Customer acquires a license to access the Digital Content as provided to Booktogram and the Customer by the Publisher.

Once a Customer accesses or downloads any Digital Content that they purchase, they no longer have the right to cancel their purchase of that Digital Content.

Booktogram’s obligations to the Customer with regards to supply of the Digital Content is fulfilled when the Digital Content is downloaded. It is your responsibility not to lose, destroy, or damage Digital Content once downloaded. If you experience any difficulty accessing or using the digital content, or a technical issue, then please contact Booktogram Support Team as soon as possible for assistance. You must take reasonable endeavours to follow the instructions provided and any guidance provided by Booktogram’s Support Team to access the Digital Content. In the event that the Digital Content is defective or faulty the Customer is entitled to a refund.

Booktogram and the Publishers of Digital Content reserve the right to change, suspend, remove or disable access to any Digital Content, products, or other materials comprising a part of a digital service at any time, in good faith, with reasonable prior notice. If the change to the Digital Content materially reduces your rights, you may be entitled to a pro rata refund based on the extent of the reduction of your rights.

The Publishers may at any time withdraw or remove Digital Content and make no guarantees that Digital Content will continue to be made available for access. In this circumstance, Booktogram will take reasonable endeavours to notify Customers prior to the withdrawal or removal of that Digital Content.

Customers may be able to re-download previously acquired Digital Content to their devices. Content may not be available for re-download if that Content is no longer offered on our Services. If the Customer has purchased but has not yet downloaded the Digital Content that is no longer offered on our Services, Booktogram will refund the Customer for that Content within the 30 days from the date when that Content was removed from our Services.

The Publisher of the Digital Content is solely responsible for the Digital Content and any claims or warranties relating to it.

Terms of Use of Digital Content:
Digital Content may not be copied, shared or otherwise distributed.
Content is available for personal use only.
Restrictions on downloads to Customer devices accessing the Digital Content may apply.
Applicable use is within relevant Laws.
Booktogram and the Publisher of the Digital Content reserve the right to enforce applicable Terms of Use relating to the Digital Content.

DELIVERY EXPECTATIONS
In Stock at the Booktogram Warehouse
Items that are in stock at the Booktogram Warehouse will state, 'Ships in 1-2 business days'. There will also be a '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.

DELIVERY EXPECTATIONS:
eBooks and Gift Certificates are delivered instantly.
Most of Booktogram's titles are dispatched from our warehouse within 1 to 2 business days.
Booktogram specialises in titles that are especially developed. For example, books based on heritage, personalised stories, or titles on very specific subjects, etc and these may take more than 1 to 2 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 they are limited editions.

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 postal service(s) for Australian orders or FedEx/NZ Mail for international orders to deliver to you.

See Average Delivery Times in the FAQ for average delivery times from the Adelaide warehouse.

Stock on hand at the Booktogram warehouse will be shipped within 1 to 2 business days. Please note that if your order is placed during a "sale" period, dispatch time for 'in stock' items can be delayed due to the increased volume of orders.

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 Booktogram 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 contacting the Booktogram Support Team as soon as possible.***
(Don't forget to update your account for future orders after emailing Booktogram)

Customers who enter addresses that postal service(s) 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 Booktogram Warehouse

If Booktogram is found to be responsible for incorrectly addressing a package then Booktogram will be responsible for the resending, replacement or refund of the items not delivered or delayed, including any further cost of packaging and delivery.

Any package returned to Booktogram due to the above incorrect and/or insufficient information supplied by the customer will require an extra delivery charge of a minimum $7.99 to be dispatched again to the customer (using new delivery information to be confirmed by the customer). Also, if Booktogram has incurred extra fees to retrieve the package from Delivery service(s) due to above incorrect or insufficient information supplied by the customer, then these charges will also be borne by the customer before the package can be dispatched again.

Any shipment that is materially delayed or lost and is found to have had incorrect and/or insufficient details provided by the customer will not be covered by Booktogram. NO REFUNDS and NO STORE CREDITS are applicable.

If the package has the correct delivery information and is 'lost' by Delivery service(s), Booktogram will replace the items (at Booktogram’s cost) only after you have checked with your local Post Office or delivery service(s) as per the information in the FAQ section of the website or, issue a store credit if the replacement copies will not arrive in time. If Boktogram 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. If your package has not arrived after three (3) weeks of receiving the automated ‘shipping’ email, you must contact Booktogram within 7 (seven) days after that three weeks period to report a ‘lost’ package otherwise no store credit or refund (if applicable) will be available.

Mail Redirections
Customers, please note that many of our Booktogram customers inform us that their Delivery Service(s) Post Redirections do not work with packages. Booktogram 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.

CHARGING OF CREDIT CARDS
A credit card is charged for physical items after the Booktogram 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 Booktogram account with details of the options available to you.

ORDERS WITH MULTIPLE ITEMS
Customers with more than one item may be sent their items in multiple shipments. Booktogram 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 minimum fee for as many shipments required per order (no discount applied). If you require items to be sent before the 6-8 business day time frame, an additional postage charge will apply. You can request items to be sent sooner by contacting the Booktogram Support Team. Overseas orders see below.

OVERSEAS ORDERS
All overseas orders are consolidated to one delivery. Please contact Booktogram Support Team before ordering beyond Australia.

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 received some items but nominated to get a credit or refund for the remaining amount (v) the remaining items that are yet to be delivered in the order are no longer in print or available through Booktogram's suppliers any more.

Privacy Policy
Booktogram Pty Ltd keeps all personal information submitted in the strictest confidence and in accordance with Booktogram’s Privacy Policy. The information is kept on a secure server and is only used to process orders from Booktogram. This information will not be released to anyone other than necessary to fulfill your order. In some instances Booktogram Pty Ltd's suppliers will fulfill 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 Booktogram Pty Ltd without your permission.

Third-Party Service Providers: Booktogram may provide the service providers that deliver packages with your email address and/or mobile phone number ONLY to provide customers up to date delivery tracking of dispatched orders.

Mobile Terms of Service
The Booktogram mobile message service (the "Service") is operated by BOOKTOGRAM PTY LTD (“Booktogram”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Booktogram’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Booktogram through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Booktogram. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Booktogram or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Booktogram mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to Booktogram or email support@booktogram.com.au.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

DISCLAIMER The information contained on the Booktogram website may contain technical inaccuracies or typographical errors. All liability of Booktogram Pty Ltd howsoever arising for inaccuracies or errors is expressly excluded to the fullest extent permitted by law. Copyright in bibliographic data and cover images is held by BOOKOTOGRAM PTY LTD or by the publishers or by their respective licensors: all rights reserved.

Last updated: December 1, 2022