Help and FAQs

We exist to partner with you in making disciples so if you have any questions, or need assistance or advice, please contact us. We’d love to help you. But if you’re in a hurry, here are some answers to some frequently asked questions.

 

Why aren't I getting the quantity discounts that apply to my order?
Can I only order in one currency?
How long does it take to receive an order?
What methods of payment can I use?
Are my credit card details secure?
What are the shipping rates and charges?
What is your returns policy?
What if my order arrives damaged?
What if my order hasn't arrived yet?
Can I change or cancel my online order?
What if I've been sent the wrong thing?
What happens if an item in my order is out of stock?
Can I update my contact details online?
What do I do if I've lost or forgotten my username or password?


Why aren't I getting the quantity discounts that apply to my order?

The quantity discounts (shown in the pricing table on the Product pages) are applied in this online store by means of a discount code in the checkout process. The price does not change on the Product page, or even in your Basket, when you increase your order quantity to the level that is eligible for a discount. The total discount for your whole order is calculated and applied by means of a system-generated discount code. So when you click from your Basket to go to the Checkout (the 'Proceed to checkout' button), the automatic discount code is generated and applied at that point.

If there is a long delay (i.e. days) before you finalise your order, the discount code may time out and you may get an error message saying that the discount code is not valid. If that happens, please just click on the 'Return to basket' link, and, once back in the Basket click on the 'Proceed to checkout' button again. This will renew the discount code and you will receive the quantity discounts applicable to your order.


Can I only order in one currency?

All prices in this online store are in Australian dollars, and you can only order in this currency. Our separate US online store operates in $US. You can read about which countries are serviced by which online store on our Shipping information page.

How long does it take to receive an order?

If you order an in-stock item in the morning (Sydney time), we are normally able to dispatch it that day by Australia Post (mail gets collected early afternoon). Delivery times vary according to delivery location and postal service used (normal or express). Australia Post provides information about its delivery policies and times on its website. Express Post is guaranteed next-day delivery as long as the delivery is in one of Australia Post's designated Express Post zones.

If you need faster delivery, please call us. We do have courier options we can call on — however please note that these can be costly, so it is better to plan ahead if possible.

What methods of payment can I use?

This online store accepts payment by Visa and Mastercard. If you wish to pay by bank funds transfer, please call us.

Are my credit card details secure?

Our online store is on the world’s leading ecommerce platform, Shopify. It uses high levels of encryption to ensure your credit card details are safe and secure. Read more about Shopify’s security and PCI compliance.

What are the shipping rates and charges?

Full details of the shipping rates and options are found on our Shipping information page.

What is your returns policy?

At Matthias Media we hope that you will be happy with our resources when you receive them. If not, you may return them to us unused and in good condition within 30 days for a full refund (less the cost of postage and handling). Postage on returns is your responsibility, unless we got your order wrong or they arrived damaged. Please contact us to let us know that you wish to return resources, so that we can know to expect them back and can process your refund without delay on their arrival. This guarantee is in addition to any statutory warranties and common law rights you may have as a consumer.

What if my order arrives damaged?

Most of our resources are sent out by post, and, despite our best efforts to package them well, very occasionally they can be damaged in transit. If this happens to your order, please let us know within 48 hours of receiving them, and we will be happy to send you replacements for any damaged items. We may ask you to return the damaged items to us so that (a) we can take the matter up with Australia Post, and (b) we can sell the books at a discounted price or provide them to a ministry that needs support.

What if my order hasn't arrived yet?

Most of our orders are sent out via Australia Post. Very occasionally there is a delay in delivery. Australia Post's average delivery times are available on their website.

If you are concerned that your order has not arrived, we suggest you take the following steps:

  1. Check your order status online in our store (you will need to be logged in to do this) or call our office. We try to advise at the time of ordering if we anticipate any delay in shipping your order, but we are always happy for you to check with us.
  2. Check the Australia Post online tracking site using the tracking number you were sent by email.
  3. Check with your local post office if a parcel has arrived there. Sometimes we find that parcels are being held at the local post office even though a notification has not been provided to the recipient.
  4. If the above methods don’t work and you can't wait any longer, give us a call.
Can I change or cancel my online order?

When you click the "Place Order" button please assume that it is a final and firm order. (If you are not sure, you can leave your shopping cart and return to it later.) Depending on how busy we are, once you place your order it can be processed within a matter of minutes. Having said that, we know that sometimes things get forgotten or mistakes are made. So please contact us by phone (or by email if after hours) as soon as possible, and we will do our best to adjust your order. However, if your order has already been packed and you wish to change it, there may be a small additional handling fee.

What if I've been sent the wrong thing?

Even with the best processes and systems, human error can still occur and the wrong book gets sent in a parcel. We work hard at minimizing these errors, so we hope it never happens to you. But if it does, please contact us by phone within 48 hours, so that we can quickly rectify the mistake at our cost.

What happens if an item in my order is out of stock?

If you order an item that is temporarily out of stock, it will be back ordered and sent as soon as it comes back into stock. If you have other items in your order, they will be shipped as normal. You will not be charged additional shipping for us to send the back order separately once the product is back in stock. We will fulfil your back order as quickly as possible, but please feel free to follow up by email or phone if it is taking longer than you expected. If the resource is still out of stock 30 days after the first email is sent, you will be asked if you wish to continue waiting or cancel the order. Remember, you can cancel your order at any time.

If you are pre-ordering a new book, your total order will be shipped once the pre-ordered book is in stock. If you wish to have other items shipped immediately, please place a separate order for those items.

Can I update my contact details online?

Yes, you can change your details at any time by logging in using your email address and password.

However, please note: At the moment, our office database is separate to our online store, and our office does not receive notification of this change of address unless or until you place an online order. (We hope to have the two systems talking to each in the near future.)

What do I do if I've lost or forgotten my username or password?

Your username is your email address. If you have lots of email addresses and can't remember which one you used, give us a call and we can look it up for you (you will need to give us other details).

If you forget your password, go to the login page, and click the link which says "Lost Your Password?" Enter your email address, and a new password will be sent to you allowing you to log in. You can then change your password if you wish.