Contact

We would love to hear from you. To help us respond to you as quickly as possible, please ensure you include a detailed message in the contact form below, or call us at (07) 3217 0238.

Please note that our opening hours are 8.30am – 4.30pm (AEST – Brisbane) Monday – Friday, so if you reach out to us outside of these hours we will endeavour to get back to you on the following business day.

Before you get in touch, take a read through these frequently asked questions.

FREQUENTLY ASKED QUESTIONS

Once you have submitted your account application to customer service, it can take 24-48 hours for your account to be created and activated. Customer service will email your account details, including a website login, to you once your account has been set up.

If you’re not logged in, you will see the RRP of each title inclusive of GST. If you are logged in, you will see both the RRP and the price of each title that you will pay with your discount taken into consideration, inclusive of GST.

It’s likely that your subtotal is under our $250 nett/wholesale minimum. Available stock orders under $250 nett/wholesale will be held to merge with future orders and backorders. Orders under $250 nett/wholesale can be released with a small order surcharge of $15.50; however, this will not be an option during checkout. Please contact customer service to arrange the release of your order. You can now pay by credit card upon checkout to receive your order faster, but if you are a direct deposit customer you will need to contact customer service.

No, we don’t have a minimum order quantity per title. You can order single copies of individual titles, but your order will not ship unless it reaches the $250 nett/wholesale minimum.

If you are a direct deposit or 30-day account customer, you should contact customer service to arrange payment as soon as possible, otherwise they will contact you once your order meets the $250 nett/wholesale minimum. If your order is urgent, please contact customer service rather than waiting for them to contact you as it can take 24-48 given the volume of orders at this busy time of year.

This means that we don’t have stock of this title in our warehouse and therefore can’t dispatch immediately, and we will need to order your stock from the publisher. If the title is in stock with the Australian publisher, we will receive the stock within 4-6 working days to dispatch onwards to you. Many titles we source come from international publishers, however, and can take 10-12 weeks to arrive. Customer service can provide you with a more accurate timeframe so we encourage you to contact them before placing your order if your order is urgent.

A back order is a record of orders that you place that we cannot immediately fulfil. Any titles that cannot be supplied, either because they’re temporarily unavailable or not yet published, will automatically become a backorder and will be supplied when they become available and your order value has reached the $250 nett/wholesale minimum. You can check your backorders on your account page.

Our telephone number is 07 3217 0238. We are open 8.30 to 4.30 Monday to Friday.

Your Web Login email introduces your Sales Representative. If you are unsure who your Sales Representative is, please call the office.

All web orders are processed within 48 hours, usually sooner. Please allow for peak periods.

Depending on your location, we use Border Express, XL Express and Aramax.

You will receive an email confirming your order. Please check this carefully. The Customer Service Team uploads web orders twice a day. The minimum order is $250. If your order does not reach the minimum order of $250, we can wait for items on your back order to be received in to our warehouse and then send your order to you OR you can pay an additional freight charge of $15.50 to receive your order straight away. You will need to advise Customer Service that you wish this to pay this extra charge.

If you have paid for your web order: See 1 and 2 above. If you have paid for items on your order that we do not have in stock, we will place a credit on your account.

If you have not paid for your web order: See 1 and 2 above. If you have a 30 day account, we will send out your order provided it reaches the minimum order amount. If you are a direct debit customer, we will contact you for payment. Please advise in the Special Instructions box if you would like a proforma invoice emailed to you.

Once you are logged in, simply add titles to cart. Once you’ve reached the minimum 250 nett, you are able to proceed with payment. It is recommended that you contact customer service and set your account as credit card on file.

Items not in stock when your order is placed are requested from the Publisher. As we deal with many publishers and suppliers, ordered items on your back list are unlikely to be received at the same time.

In general:

Australian Publishers: If the item is in stock at the publisher, it can take up to two weeks for stock to arrive at our warehouse. If the item is not in stock at the publisher, it will be sent when they receive the stock. This time can vary depending on factors beyond Brumby Sunstate’s control such as reprinting runs. Customer Service may be able to provide an estimated date so please call the office. If the item is out of print we will not be able to supply it to you.

International Publishers: Currently, international freight delays are lengthy. We are waiting between three and six months for stock to arrive. Any items on your back order that are unable to be fulfilled after six months are deleted.

Freight charges depend on your location. Freight cost will be displayed at check out. Freight is payable on every order.

You can request an application form to become a 30-day account once you have had six transactions within a 12 month period.

No problem! Please provide as much detail in the Special Instructions box at check out. If you would prefer to speak to us, please call the office.

Please provide invoice number, ISBN of the missing or damaged item, and a description or photographs and email admin@brumbysunstate.com.au.

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