This page covers orders placed through this website for physical goods, our books and card decks. It sits alongside our terms of sale and forms part of them.
Where we ship
Australia only. The checkout accepts Australian delivery addresses and nothing else. If you are outside Australia and want a copy, email us and we will tell you what is possible and what it would cost.
What postage costs
- $12.95 for a single book or workbook
- $9.95 for a single card deck
- $19.95 for anything from two to 4 items, bundles included
A bundle counts as the things in it, so the full pack is 4 items and fills an order on its own.
All prices on this site are in Australian dollars and include GST. Postage is shown separately at checkout, before you pay, and also includes GST.
When we send it
We dispatch within two business days of your payment clearing. Standard post then takes about 3 to 5 business days. Remote areas and the weeks before Christmas take longer.
We email you the carrier and tracking number when your parcel goes. These are Australia Post estimates rather than guaranteed delivery dates, and we cannot control the post once it is in it.
If it has not arrived
Email us with your order reference if it is more than ten business days past dispatch. We will trace it with the carrier. If it turns out to be lost, we replace it or refund you, whichever you prefer.
Your rights under the Australian Consumer Law
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.
Nothing on this page limits those rights. Where anything here and the Australian Consumer Law differ, the Australian Consumer Law applies.
Faulty, damaged or not as described
Email us with your order reference and a photo of the problem. What happens next depends on how serious it is:
- Major failure, such as a book that arrives unreadable or is not what was described: you choose a refund, a replacement, or keeping the item and being compensated for the drop in value
- Minor problem, such as a knocked corner or a printing fault on one page: we replace it
We pay return postage on faulty goods. Do not post anything back before you have heard from us, because often a photo is enough and the trip is wasted.
Changing your mind
We are not required by law to give a refund for change of mind, and nothing in this section affects the rights set out above. We offer it anyway, on these terms:
- Within 30 days of delivery
- Unused and in resaleable condition, with card decks still sealed
- You pay the return postage
- We refund the price of the goods, not the original postage
How to send something back
Email hello@instituteofcapacitybuilding.com with your order reference and what is wrong. We reply within two business days with a return address.
Pack it well enough to survive the post and keep your proof of postage. Until it reaches us it is still your parcel, so a tracked service is worth the extra.
How refunds are paid
Refunds go back to the card or payment method you paid with, through Stripe. We cannot refund to a different card, or by bank transfer, or as store credit unless you ask for it.
We process refunds within five business days of the goods reaching us, or of us agreeing the refund where nothing needs returning. Your bank usually takes another five to ten business days to show it.
Cancelling before it ships
Email us as soon as you can. If your order has not been dispatched we cancel it and refund you in full, postage included. Once it is in the post it becomes a return.
Bulk and organisation orders
The checkout takes up to 4 items in one order, which is what the rates above are built around. For anything larger, use the contact form and we will quote postage and delivery for the quantity you need, along with the discount that comes with it.
Buying for a team, a cohort or a provider? Same form. Purchase orders and invoicing are fine.
Questions and disputes
Contact us first. We reply within two business days and would rather sort a problem out than have you chase it.
Institute of Capacity Building ABN 59 467 482 324 hello@instituteofcapacitybuilding.com New South Wales, Australia
If we cannot resolve it between us, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or the consumer protection agency in your state or territory.