FAQs


GENERAL QUESTIONS:

Where are you located?

Our distribution centre is located at 6 Buttonwood Place, Willawong QLD 4110 (Access to the driveway is via Gardens Drive). Please note, that this location is exclusively for Click & Collect orders.

Can I shop in-store?

Our premises do not allow or have the facilities for a Retail Shop or In-store purchases. Customers must place and prepaid their orders online at (www.sequelbooks.com). We recommend Home Delivery as the preferred fulfillment option.

Please note, we no Longer Operate a Retail Store for In-Person Shopping. All Orders Must Be Placed Online for Delivery or Collection from our Willawong Warehouse

An item in my order was missing or incorrect. What do I do?

If you receive your pack and there are any delivery discrepancies please email our customer service ASAP at cs@sequelbooks.com, please add your order number & the details of the missing or incorrect item.

If the missing item is a textbook or novel, please review your Delivery Docket, as the item might be a digital code or may have been placed on backorder. Please check the bottom of your delivery docket for backorder and digital code information. If the missing items are paper or tissues and are labelled as DTS (Delivered to School), please note that these items will be sent directly to the school in bulk and will not be packed with your individual order. I

OPENING HOURS:
 
What are your Click & Collect hours?
  • Monday to Friday: 8.30am to 4.30pm
  • Saturday & Sunday: Closed 
  • Public Holidays: Closed
From December to February some extended summer Click & Collect hours may apply. Please see 2024 Trading Hours for more information.
Please note that our phone line will be manned Monday to Friday, from 9:00 am to 2:00 pm ONLY. For any inquiries or assistance, feel free to reach out to us during these times.
 
PRODUCT AVAILABILITY
 
Can I check to see if you have a product in stock?
You can check a product’s availability either on our website or by contacting us cs@sequelbooks.com. 
 
What if there is an item out of stock?
Generally, If an item is out of stock at time of packing, it will be placed on backorder and you will be notified via SMS and email once your order is ready for collection. We may substitute said product with a similar item of equal or greater value (This applies ONLY to stationery items and NEVER books). Additionally, we will notify the school so they are aware of the substitution.
 
For more information read our >> Delivery & Shipping: Terms & Conditions
 
ORDERS:
 
Which browsers are compatible?
We recommend using Google Chrome, Microsoft Edge, Safari, Firefox or Opera. Internet Explorer is not a supported browser. 
 
How do I place an online order?
Simply select the individual items you wish to purchase or select the items in your school and year level booklist and add to cart.
 
Can I check the status of my online order?
Once you have completed your purchase, you have a SequelBooks account, and you can check the status of your order in your account. 

You will also receive notifications when your order is ready for collection or has been dispatched. Tracking information is provided for all home delivery orders via SMS and email. Once the order has been dispatched, tracking information is also available in your SequelBooks account. 

You can follow the status of your order here >> Track my order

Can I cancel or combine orders?
Unfortunately, orders cannot be combined. However, you are welcome to place another order.
If you need to cancel or modify an order get in contact with us as soon as possible. Orders that have been processed cannot be modified. For change-of-mind orders where a refund is requested an administration and restocking fee may apply. For more information regarding our refund policy, please refer to our Refunds & Returns page.
 
Do I have to create an account to place an order?
You are welcome to place an order without creating an account.
 
ONLINE ORDERS – POSTAGE & DELIVERY
 
How much is postage?
Shipping on normal book & stationery item orders is $9.95, regardless of parcel size or number of siblings packs ordered. All prices are in Australian dollars (AUD) and are intended for shipment within Australia.

Occasionally we have special postage discounts or offers. These will either automatically be applied or a code will need to be entered at checkout and may change without notice.

How long will my order take to be dispatched?

We process orders every business day and most orders are sent as soon as we receive them. If your items are in stock, they will generally leave our warehouse within the following timeframe:

February to October: Allow up to 1– 5 business days
November to January: Allow up to 21 business days*

*Dear customer, please note, we are currently experiencing some delays due to unforeseen staff shortages and high volume of orders causing longer wait times for book packs. We want to assure you that we are actively working to improve the situation.

  • We are implementing additional shifts and extra packing days to expedite the process.
  • Prioritized orders up to Nov 30 for immediate packing to fast-track delivery.

Despite our best efforts, we acknowledge that your orders are not ready as initially expected. We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding during this challenging time.

What are your Delivery time frames? 

The following timeframes are a guide as to when your parcel should be delivered once they have been dispatched from our warehouse:

  • Brisbane: 2 – 5 business days
  • Regional QLD: 5 – 7 business days
  • Interstate: 7 – 15 business days

Most parcels are delivered within the earlier estimated timeframe. During December and January it may take longer than indicated due to the high volume of parcels received by Australia Post.

For more information read our >> Delivery & Shipping: Terms & Conditions

Will I receive tracking details when my order is shipped? 
Our parcels are sent via Australia Post. You will receive an email and SMS from SequelBooks once your order has been sent. Tracking details will be provided in a separate email from Australia Post.  If you have multiple orders they may be shipped at different times and you will receive multiple tracking numbers.
 
Follow the status of your order here >> Track my order
 
 What happens if I am not home when delivery is attempted?
Australia Post will attempt to deliver your parcel at your address. If you are not home when delivery is attempted, you will receive a collection card and the parcel will be sent to the closest Australia Post outlet for later collection. Australia Post will not attempt to redeliver the parcel.
 
For more information read our >> Delivery & Shipping: Terms & Conditions
 
ONLINE ORDERS - CLICK & COLLECT
 
How long do Click & Collect orders take to process?
If your items are in stock, they will generally be ready for collection within the following timeframes:
  • February to October: Allow up to 2 – 4 business days
  • November to January: Allow up to 21 business days*

*This timeframes may change as we are currently experiencing some delays due to unforeseen staff shortages and high volume of orders causing longer wait times for book packs.

Please Do not arrive at the store to collect until you have received the notification. If you have multiple orders you will receive multiple notifications.
 
Read >> Click & Collect information
 
RESOURCE LIST ORDERS
 
I have a booklist, what purchase options are available?
Your booklist can be found by clicking here and selecting your school.
The following options are available, neither is faster than the other, the only difference is delivery time as orders are processed in the order they are received:
 
ACCESSING YOUR EBOOKS
 
How do I access my eBooks?
If you have purchased an Ebook or digital book and have receIved a unique code via email from SequelBooks, the easiest method to access the eBook is via our Sequel Digital Product Access Zone. Once you have received your email with your Unique Access Code listed at the bottom of the invoice*, please click on the appropriate publisher link below to activate your code! https://www.sequelbooks.com/digital-access-zone/
 
I have purchased a textbook. How do I access the eBook?
If you have a physical textbook which includes an eBook, follow the instructions inside the front cover to access the eBook.
 
SUBSCRIPTION PRODUCTS (FEE ONLY)
 
Why are there subscription fees listed on my booklist?
SequelBooks can be requested to collect subscription fees on behalf of your school. These subscriptions or fee products will be made available to your student by the school at the start of Term 1.  SequelBooks does not distribute these products. 
These subscriptions are accessed directly with your fee provider. Contact your school for more information.
 
REACTIVATION CODES
 
How can I check to see whether the eBook in my second hand textbook has been activated?
If you have a second-hand textbook, you can check whether the eBook is still accessible by visiting the publisher’s website below. A Reactivation eBook can be purchased through your school’s booklist to reactivate an eBook code from a second-hand book (if available). 
 
What is a Reactivation Code? What does it do? Do I need to buy one?
A Reactivation eBook can be purchased through your school’s booklist to reactivate an eBook code from a second hand book (if available). 
Reactivation eBooks are accessed via the publishers websites or our Sequel Digital Product Access Zone https://www.sequelbooks.com/digital-access-zone/ . Remember to keep your second hand textbook when accessing for the first time as you will need to enter the original code to reactivate the eBook.
 
REFUNDS & RETURNS
 
I need to return an item I ordered. What can I do?

We offer a refund, exchange or credit in the following circumstances:

  • An item is faulty
  • Change of mind within 21 days of purchase (Textbooks Only)

Read more about out >> refunds & returns policy

Products are to be returned in an undamaged, as-new condition to qualify for a refund (except where faulty), with a copy of the receipt.

Items that are returned blemished or damaged are unable to be refunded.

Please be careful with shrink-wrapped items – if you have removed the shrink wrap, we are not able to provide a refund or exchange due to a change of mind.

The following products are NOT able to be returned (unless faulty):

  • Digital products (including eBooks)
  • Stationery (including calculators)
  • Special Order or Custom Items
  • Firm Sale Items

Outbound shipping fees from the original order are not refundable.

If you need to return an item that was purchased in error, please return the book to us within 21 days along with a copy your receipt.

Ensure adequate packaging so the book is not damaged in transit.

Once we have assessed the book and determined it can be resold, you will receive a refund, less original postage.

If the book is received damaged, it will be returned to you at your cost.

Please DO NOT refuse the parcel upon receipt. SequelBooks does not cover the return postage cost. It is up to the customer to cover the cost of returning an unwanted item. If you refuse the parcel, we will deduct the cost incurred to return the parcel from your refund ($10.00).

What is your refund policy?
Please refer our >> refunds & returns policy
 
Can I refund my eBook only product?
No, Please note eBook are firm sale products and cannot be returned or exchanged as they are deemed used and unable to be on-sold. Please select carefully when purchasing eBooks.
 
OTHER
 
What happens if I provided an incomplete or incorrect address and the parcel was returned to sender?
If an incomplete or incorrect address was provided when you placed your order, the parcel will be returned to us via Australia Post. Once the parcel has been returned, SequelBooks will get in contact with you.
If this occurs, you can choose to have the parcel resent with the correct address. This will incur an additional postage fee. If we have not heard back from you within 7 business days the order will be cancelled and refunded, less the postage fee.
If you realise there is an error with your address after submitting your order please contact us at cs@sequelbooks.com as soon as possible with the correct the address. If we have not already sent the parcel we will amend the details accordingly.
Alternatively, if you have an Australia Post MyPost account and you notice prior to delivery being made that there is an issue with your address or need your parcel re-directed, update your address details in your MyPost account. Australia Post will attempt to deliver it to the updated address. This option is only available while the parcel is already on its way, not when it’s on board with the driver.
 
What payment methods do you accept online?
We accept payments using a Mastercard or Visa through our secure payment gateway.
We do not store any credit card details. Our website uses a secure standard industry payment system with SSL security encryption certification.
 

If you have any other questions please contact us.