Frequently Asked Questions

Has COVID affected your business?

Due to the current pandemic, some stock may be affected by shipment delay. We will do our best to keep customers informed of any significant wait times.  We do expect some delays in service times during peak back-to-school season. We highly encourage families to order early and rest easy, knowing we will get everything sorted for you!

My order status says it is "On Hold". What does this mean? 

Don’t worry! This means that your order has been moved into our bulk packing, and will be processed and delivered in accordance with the terms agreed between your school and Sequel. If your order is on hold for any other reason, Sequel staff will contact you. 

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 raise a dispute via our website via the following steps:

1. Log in to your online account 
2. In the top right hand corner, hover over "My Account" and then select "Resolution Center" 
3. You will then be taken through a step-by-step process to create a dispute and our customer service will resolve any issue from there.
4. You will receive a response within 2 business days.

cs@sequelbooks.com - 07 3177 3331

OPENING HOURS
What are your trading hours?
Monday to Friday: 8.30am to 4.30pm
Saturday & Sunday: Closed 
Public Holidays: Closed
From December to February some extended summer trading hours may apply.
*Check our website or Facebook page for updated extended summer trading hours
 
PRODUCT AVAILABILITY
 
Can I check to see if you have a book in stock?
You can check a product’s availability either on our website or by contacting us cs@sequelbooks.com or 07 3177 3331. You can also reserve a book at the same time with full payment.
 
ORDERS - GENERAL QUESTIONS
 
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. 

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, https://www.sequelbooks.com/refunds-returns-policy/
 
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 $7.95, regardless of parcel size.

Resource List Shipping prices range between $7.95 and $15 per address, dependant on the area/region your school is located.

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 15 business days

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.

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.
 
 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, and the parcel cannot be left in a safe & dry place, 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.
 
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 10- 15 business days 
Please Do not arrive in store to collect until you have received the notification. If you have multiple orders you will receive multiple notifications.
 
What if there is an item out of stock?
If an item is not currently in stock, it will automatically be placed on backorder and you will be notified via SMS and email once your order is ready for collection. 
 
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:
  • Delivery to your nominated address
  • Click & Collect
My school's resource list is through a different supplier; can I order through SequelBooks?
Absolutely! If your booklist is through another supplier you are still able to purchase books and stationery through SequelBooks. We can fulfil any primary and secondary school booklist in QLD. Simply Order Online - via our online catalogue. The search bar is running along the top of our webpage!
 
 
Can I shop instore?
Our premises do not allow or have the facilities for a Retail Shop or In-store pruchases.
We encourage customers to place their order online. We recommend Home Delivery as the preferred fulfilment option.

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

INSTORE ORDERS
 
Can I place an order over the phone? 
We do not accept phone orders for security reasons. To place a prepaid order please do so through our website.
 
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)

Products are to be returned in an un-damaged, 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 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 delivery. 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 ($12.00).

What is your refund policy?
Please refer to our Refunds & Returns Policy - https://www.sequelbooks.com/refunds-returns-policy/
 
Can I refund my eBook only product?
No, Please note eBook products 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.
 
Who do I contact about ReadCloud?
If your school is using ReadCloud and you have any questions regarding your account or digital content, please reach out to the ReadCloud Customer Service team:
(03) 9078 4833 
contact@readcloud.com