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New Internationalist Australia - Customer Service

Help - How to contact us - Frequently Asked Questions
Delivery/postage - Privacy policy - About NI - Ethical buying Searching this shopping site - Strida bike lottery
(Click a link above to visit that help section)

If you're having any general problems with ordering from the Australian on-line shopping site, please see the list below for the appropriate contact person. Remember that you can phone your order through if you get stuck at any point.

If you're looking for help for a New Internationalist subscription or product that you've ordered elsewhere in the world, please check our world-wide contacts page.

Where are we located?

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How to contact us

Twitter – Thanks to our lovely volunteer Jess, we're now on Twitter. So if you have any Australian shopping site related questions, comments or suggestions, find us here: @ni_australia. You can also find our International tweets @newint.

Facebook - We also have a Facebook Page, so if you're a fan of our work, then become a fan of us on Facebook to let your friends know about us too!

Customer Service – (08) 8232 1563
or e-mail Pam or Helen
Our customer service team will be happy to deal with your order enquiries between 9am and 5pm Monday to Friday. But should you have problems after hours, please leave a message and we'll get back to you as soon as possible.

Telephone orders – (08) 8232 1563 – Credit card orders can be made by phone between 9am and 5pm on weekdays. Please complete the Order Form BEFORE calling so you have all the necessary order details to hand.

Fax orders – (08) 8232 1887 – Download the Order Form here and print and fill it in. Then you can fax it to the number above anytime day or night.

Mail orders – Click here to download an order form in Adobe Acrobat format, then print and complete the credit or debit card details, or send a cheque to:

New Internationalist
28 Austin Street
Adelaide, 5000
SA, AUSTRALIA

Please be aware that delays may occur in the run-up to Christmas – help us to help you by placing your Christmas orders by 20th December. For deliveries outside capital cities please allow a few extra days.

Technical problems – Is there anything wrong with this shopping site? Are you getting errors that shouldn't be there? Please feel free to share these with Simon Loffler at design@newint.com.au and he'll promptly try and resolve any issues.

Unhappy with our service?
Our team in Adelaide aim to provide a fast, efficient and polite service to all our customers. If you are unhappy with any aspect of the service you have received, please e-mail Pam or Helen detailing the nature of your feedback and we will do our best to resolve the problem for you.

FAQs [Frequently Asked Questions]

Q: How do I navigate around the site and find a product?
A: Choose the product category from the menu on the left of your screen. Once you click one of these categories, a list will appear of all the products in that category. Now all you need to do is click the product you wish to read more about.

Q: Can I search for a product using the NI product reference from the paper catalogue or search terms?
A: Yes! Definitely. Simply go to the homepage or top of this page and find a search box. Then either enter the NI product reference code (usually a three digit number) or some words that best describe the product you are wanting to find and click the search button or press enter. See below for an example.

Q: How do I add a product to my basket?
A: Look out for the "ADD TO BASKET" buttons next to the product you'd like to order. Click on this button and the product will be added to your basket.

Q: How do I finalise my order?
A: When you have your cart loaded full of all the wonderful products NI has to offer, you have to go through the checkout and pay for them. This is as easy as clicking the 'CHECKOUT' link (top right of this page), or you can simply click the link here: checkout now.

All that is left to do is choose a tax option (GST or non-GST) and simply fill out the order form, including your credit card number or purchase order number and within a week to ten days the product will arrive at your doorstep. (We will normally despatch your online order within three working days of receiving it. But please allow around a week to ten days from the time you lodge your order to the time you receive your goods. Express service is available for next working day despatch.)

Q: Where do I order from and how much is AUD$25.00 in my currency?
A: All orders made through this web site will be arranged by New Internationalist in Adelaide, Australia, and will be charged in Australian Dollars (AUD$). If you would rather order from an NI shop in another country, click here. If you are unsure of what your currency is worth against the Australian Dollar, please click here to visit Yahoo's daily currency exchange listings.

Q: GST = goods and services tax - is it included?
A: All prices shown on these catalogue pages include GST where applicable. On your shopping trolley at check-out you will notice that the prices for the individual items are shown ex GST, and the GST is accumulated as a separate item with the totals. We are also required to charge GST on Post and Handling so this is included in the total GST.

Q: Are orders for delivery outside of Australia GST exempt?
A: Exports are exempt from GST, so if you request that we send your order to an address outside of Australia, you will not be charged GST. (When you check out, one of the options you can choose is to make your order a gift to someone at a different address, so even if you are an Australian resident, you can choose the gift option and your purchase will be GST exempt.)

Q: Problems with your order?
A: If you have any concerns about your order or delivery, please contact Pam Evers in the Adelaide office of New Internationalist.

Q: How do I find a product from the paper catalogue?
A: If you are using a paper catalogue to select your products and want to use our on-line service to purchase, click the menu title from the on-line shop that best matches the product you are looking for.

Q: Is my newint.com order secure?
A: All of your transactions at the NI Online Shop are secure. Our secure server encrypts all of your personal information (including name, address, credit card number) so that it cannot be read as the information travels over the Internet. When you enter this information it is captured on a page that uses the Secure Socket Layer (SSL) protocol by default. So rest assured, your order is safe with newint.org/shop.

Q: How can I leave comments about this website?
A: We welcome any comments, good and bad, to help us improve the site in the future. Please email any comments to: design@newint.com.au . Try to be as specific as possible. Cheers, Webmaster.

Searching this shopping site

This New Internationalist shopping site is equipped with a very useful search engine, so that you can search for a product using a keyword, description or even NI product reference number! Simply click to the homepage or top right of any page to find the search box, and then type the terms which best describe the product you're searching for. The more terms you enter, the better the results, but if your search doesn't find any product, try reducing the number of terms you input.

eg. If you want to find the Eat Money Poster, simply type the words: "eat money poster" (without the quotes!) and click search or hit enter. If you'd like a more specific result, try words specific just to that product. For example, the words on the t-shirt itself: "we cannot eat money". Have a play and see what you can find. If you have any problems with getting the search to work for you, email the web master for help.

Delivery and postage

Delivery – Your goods should arrive within a week to ten days*. Please be aware that delays may occur in the run-up to Christmas – help us to help you by placing your Christmas orders by 20th December. For deliveries outside capital cities please allow a few extra days.

*We process online orders within 3 working days.

Postage –
10% of the goods total
$5 minimum
$20 maximum

Express service is available - next working day despatch. Cost is 20% of goods total, to a maximum of $30.

Overseas - Airmail delivery only.

Post and Pack charges for goods exported from Australia

For orders (other than magazine subscriptions) to be sent overseas from Australia, we will charge Post and Pack at the following rates in the table below. All packages will be sent airmail.

	Asia-Pacific	Rest of the World
All Orders	50% of Goods Total (max. AUD$140)	70% of Goods Total (max. AUD$170)

Guarantee: if you are in any way dissatisfied with the goods you receive simply return them within 14 days for a full refund.

Ethical buying and Fair Trade

Just as the New Internationalist magazine brings to life the people, the ideas and the action in the fight for global justice, our gift range also focuses on products which promote social justice, environmental sustainability and cultural awareness.

Please visit the Fair Trade information section of our site, and help us by promoting Fair Trade among your friends and colleagues. You'll also find a complete listing of our Fair Trade products.

Privacy policy

PRIVACY PROTECTION AND FAIR TRADING
We value honesty, fair trading and privacy protection and so subscribe fully to the Australian Direct Marketing Association code of practice for e-Commerce and direct marketing. This code of practice is based on current OECD guidelines.

NI PRIVACY POLICY: At New Internationalist we want your on-line experience to be enjoyable and we take care to respect your privacy when you visit our web site. As a member of the Australian Direct Marketing Association (ADMA), we abide by a strict Code of Practice that demands we handle your personal details responsibly. This Code also requires that we act fairly and honestly in all of our customer transactions.
We abide by the following principles:
We Provide Essential Online Information: We provide clear, complete and up-to-date information online about our co-operative and the products and services we offer. This includes how to get in touch with us. This information helps you to make informed choices. We keep complete and accurate records of online contracts when you accept one of our offers. Our system also helps you to keep an accurate record so there is no confusion about the contract. If you have a problem with any of our goods or services, we maintain information online about how to make a complaint, obtain redress or pursue dispute resolution. We have put in place an effective mechanism and procedure to help you. We can be e-mailed through Pam Evers (NI customer service) if there is a problem.
We Have A Secure System: In this age of internet shopping, we understand that customers require peace of mind when it comes to the security of using the internet. We have taken steps to ensure your credit card details and other personal information are safe by using a secure server that has the most up-to-date encryption (decoding) methods. This means all our customer data is protected against misuse, loss or unauthorised access, modification or disclosure. In addition, we also take steps to destroy or suppress personal information if it is no longer needed for any purpose.
Information Collection and Use: We only collect customer information that is necessary for what we do. For example, when you order online, we need to have your name, e-mail address, phone number, mailing address, credit card number and expiration date. This enables us to process your order and to notify you regarding its status (e.g., that it is on its way, or if we are temporarily out of stock, etc.). In addition, we limit the collection of highly sensitive information about customers (e.g., racial, ethnic origin, political opinions, etc.) because, in general, it is not necessary for what we do. We always tell you who we are and what we intend to do with your information when we receive it. We strive to be open - we will let you know what sort of personal information we hold, how we collect it, how we use and disclose it, if you want to know. We also ensure that your personal details are accurate, complete and up-to-date when we use or collect them through our verification process. We only collect personal information by lawful and fair means. This means we are never unreasonably intrusive when it comes to dealing with our customers. From time to time, we may also collect non-personal information from our customers. This helps us in our ongoing efforts to improve our web site and the on-line experience for our visitors. We also monitor our customers' usage of our web site to make improvements and provide other items you might want to know about. As much as possible, we will collect your information directly from you. In the unlikely event that we collect details about you from someone else, we will, whenever possible, make sure you know we have done this and why.
We Will Respect Your Preferences: We may also use the information we collect to keep you abreast of changes in our web site, to inform you about new products and services, or to let you know about special offers you might find worthwhile. If you would rather not receive this information, you can e-mail to NI Privacy to let us know. We always provide customers with an opportunity to opt-out of receiving future offers via snail mail or e-mail.
Offering Information to Other Parties: We only use or disclose information about our customers in ways they would expect. This means we only use information to process your order or to improve our web site. In terms of disclosure, there is only one instance where your name and address might leave our system. From time to time, we might pass your contact details to select organisations with similar aims to our own, and whose products or services we feel you might like to know about. We know that many of our customers enjoy receiving these offers. If you do not want your name exchanged in this way, please e-mail to NI no name exchange and we will block any transfer of your details to a third party. If you do agree to have your details transferred, be reassured: we take steps to protect our customers' privacy if we transfer personal information about them to other organsations.
Let Us Know What You Think: Privacy is a sensitive issue. At any time, if you believe we have not adhered to these principles, please let us know us by e-mail to NI Privacy comments and we will make every effort to review and correct the problem. We also welcome your questions and comments about our Privacy Policy.

Click here to request a paper catalogue
Phone: (08) 8232 1563
Fax: (08) 8232 1887
Email: shop@newint.com.au