FAQ

 

Is it safe to use my credit card?

All customer credit card information is securely submitted and processed entirely with our bank via eWAY a Secure Payment Gateway; AIS Shop staff cannot access, view, process or store sensitive cardholder data (such as credit card numbers, PIN codes or CCV codes). Credit card details are encrypted by the customer’s browser before they are sent to Secure Payment Gateway, and are never exposed in clear-text.

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Do you accept American Express or Diners Club cards?

Currently we only accept Visa or MasterCard.

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My credit card has been declined with the bank response "Do Not Honor". What does this mean?

This is one of the most common response codes returned by the bank. This can mean a variety of issues and generally means that the credit card has failed a security check or the funds have been frozen or depleted. Please try another credit card or contact your card issuing bank.

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I do not have a credit card. How can I purchase something?

Contact the AIS Shop on (02) 6214 1007 and we will take your order over the phone. We can accept payment by money order (which can be obtained from Australia Post outlets), but we do not accept payment by personal cheque.

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Can I make payment via PayPal or bank deposit?

Unfortunately we currently do not have a PayPal account and do not accept payment by bank deposit.

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How much is postage?

Postage is determined at the time of dispatch and is displayed as you check out your shopping basket. Express Post prices are as follows:

  • Up to 500g                        $10.00
  • Between 500g and 3kg     $15.00
  • Between 3kg and 5kg       $25.00

Large items and items weighing above 5kg cannot be sent by Express Post.

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How long will it take for my order to arrive?

Regular post can take between 2–7 days depending on location. Express Post is an overnight service* or 2–4 days to WA, NT, SA or rural areas.

*Orders are dispatched same day if placed before 12:00pm AEST on weekdays

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My parcel hasn’t arrived. Where is it?

We would firstly reccomend that you contact your nearest Australia Post outlet as often times your parcel may be there waiting for you.

If your parcel is not waiting for you at your local post office please contact the AIS Shop on (02) 6214 1007 and have your order number ready. 

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I need my order by next week. Can you guarantee I will have it by then?

While orders are usually dispatched within 24 hours, we cannot guarantee that your order will arrive within the week. Once dispatched it is up to Australia Post to deliver it as efficiently as possible. If you need your order urgently, we recommend you choose Express Post delivery or for bulk orders, call the AIS Shop on (02) 6214 1007 between 9.00am and 5.00pm AEST on weekdays.

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What is the return policy?

We are happy to exchange or refund your purchase, please view our Terms and Conditions for further information.

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How do I use a coupon code?

To redeem a coupon code, enter the code in the appropriate field on the Shopping Basket page. Be sure to enter the code with the exact spelling and capitalisation as shown. You must click “Redeem coupon” in order for the discount to be applied. The discounted amount will be display on the Shopping Basket page. If the code is invalid or expired a discount will not be applied.

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How do I find your products locally?

AIS merchandise is only available through the AIS Shop, located at the AIS in Canberra.

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I've seen something in the store but I can't find it online. How can I purchase it?

If you have seen a product in the store but cannot find it online, it may be that it:

  • has sold out or been removed due to low stock levels
  • has been discontinued
  • is new and has not yet been added to the AIS Online Shop

Please contact the AIS Shop on 02 6214 1007 or shop@ausport.gov.au

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My child is visiting the AIS on a school camp. Can I place an order online and have my child collect it on their visit?

Yes you can, simply select "Click & Collect" as your delivery  method and add the name of your child, name of the school and date of the tour in the order and delivery comments box. 

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