Placing Your Order
All payments must be made in Australian dollars (AU$).
Orders can be made via the website, email or phone. You can also purchase resources in person by appointment at our office, where all our books and card sets are on display. Please call (03) 5446 0500 to book an appointment time.
shipping and delivery policy
Thank you for visiting and shopping at Innovative Resources. The following sets out the terms and conditions that constitutes our Shipping Policy.
processing your order
Email confirmation will be sent to you after successfully placing your order. Please keep this email as proof of purchase until you receive your tax invoice with your shipment.
processing time
Processing time is the time it takes for us to prepare your order for shipping.
All orders will be processed within 1 to 2 business days (excluding weekends and public holidays) after your payment is authorised and verified.
We endeavour to ship your order as soon as possible.
*Please note: we are closed for an extended time over the Christmas period. Exact reopening times will be displayed from December each year.
tracking orders
We use Australia Post for all orders.
Australia Post will email you the tracking number, estimated delivery date, tracking link and information about delivery and options to redirect on the day the parcel is sent out. If you supplied a mobile number (domestic only) you will also receive texts with this information.
Australia Post will email (and text if applicable) an estimated delivery timeframe on the day your order is delivered. If you are not able to take delivery, Australia Post will leave a card and take your parcel to your Local Post Office (LPO) for collection (domestic only).
All our parcels are marked ‘requiring a signature’. This is a safety measure, ensuring parcels are not left where they can be stolen, damaged, or misplaced.
*Please note that although we do everything in our control to ensure the safety of your package and its delivery, we are not responsible for the package once Australia Post takes receipt of it. It is the responsibility of the customer to follow up on any delivery issues with Australia Post, excluding incorrect labelling. If this is the case, please make contact with us immediately.
delayed delivery
If your order seems to be delayed, you can lodge an enquiry with Australia Post. Please call 13 13 18 and quote your tracking number. Alternatively, you can track your order via this link using your tracking number.
If you do not receive a satisfactory resolution from Australia Post, please email info@innovativeresources.org with your order number, tracking number and a brief description of what the issue is. We will follow up on your behalf and keep you informed.
undelivered items
If a parcel is returned to us due to being ‘unclaimed’ or rejected by Customs, and you still wish to receive it, you will be required to pay the shipping fee again.
We will notify you via email when a parcel is returned and will keep your item for 30 days. If we do not receive a response from you by then your order will be cancelled and returned to stock.
Extra Cover
If you’d like extra peace of mind when sending an item, you can add Extra Cover. It provides loss or damage cover up to the specified value of your item (from $100 up to $5,000) while it’s being carried by Australia Post. You can add extra cover at the checkout page.
Insurance cover is calculated at 2.5% of your total order value.
If you don’t purchase Extra Cover and your item is lost or damaged while in the care of Australia Post, you may still be eligible for compensation of up to $100. Australia Post offer this for most items you send, with eligibility of claims assessed on a case-by-case basis. A refund of postage may also be payable.
Note: A customer is not eligible for compensation where damage was not caused or contributed to by Australia Post
prices and payment
All prices on the website are in Australian Dollars and are inclusive of GST.
International orders are GST exclusive and may incur taxes applicable to your country. (Please see International Orders for more information)
All prices are subject to change without notice.
National Orders (domestic)
- Delivery is free for all orders shipped within Australia.
International Orders (overseas)
- Delivery is free for all orders shipped to New Zealand.
- Delivery costs vary depending on the country the parcel is being delivered to and calculated at checkout.
- Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
*Please note: Innovative Resources is not responsible for these charges. If they are applied, it is your responsibility as the customer. Please check the applicable Customs laws in your country before placing your order.
invoices
We provide credit invoices for Australian Organisations only. All invoice payments are to be made within 14 days of the invoice issue date.
Please email an official Purchase Order form in PDF format to info@innovativeresources.org
refunds and returns
hardcopy cards sets, stickers and tactile products
We can offer a refund if any of the below conditions stated are met:
- The goods are not of acceptable quality (includes damage to the product or packaging, or significant marks or defects)
- The goods are not fit for any disclosed/advertised purpose (if the product does not match the stated purpose of use)
- The goods do not match any description under which they are sold.
We can refuse a refund if all the obligations stated above are met, for the following reasons.
- The defective part of the product can be replaced (includes packaging, individual cards, stickers or defective tactile products)
- We are not obligated to offer refunds for change of mind purchases.
When returning items please include a copy of the invoice and make sure the item is well wrapped/protected.
All shipping and handling costs are non-refundable (international orders).
Defective items will be replaced, or the purchase price (including shipping and handling if charged) refunded. Please email photos of defective items, invoice number and a brief description to info@innovativeresources.org
If you have any questions, please email info@innovativeresources.org
digital products
Digital products are non-refundable unless one of the following conditions are met:
- The goods do not match any description under which they are sold
- The goods are not of acceptable visual quality
- Unable to download or install the product, or the product doesn’t function as intended
Refunds must be requested within 7 days. You must provide evidence of technical issues or other reasons for requesting a refund.
When requesting a refund please supply a copy of the invoice and supporting photos.
You can find more information on Australian consumer law here