Q. What are the advantages of registering as a member?
Q. How will I know the status of my order?
Q. Do you provide gift wrapping?
Q. Can you get books, DVDs or board games that are not listed on your website?
Q. What is the best way to search for an item?
Q. What payment method can I use?
Q. I have paid by internet banking, should I let you know?
Q. Is it safe to give out my credit card details online?
Q. How long before my order arrives?
Q. Can FatRain send items to my friends or family?
Q. Can an item be returned to FatRain?
Q. What are the shipping costs?
Q. Can you send a GST invoice?
Q. I can not find my question in FAQs.
Q. What are the advantages of registering as a member?
A. The main advantages are:
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Faster ordering process for you.
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We will be able to process your order more efficiently.
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If you wish you will receive special promotions, some of which will only be made available to members.
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The information obtained from you will help us to personalise and improve your shopping experience.
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You can track your order at each stage of the process via "My Account", which is your personal account manager.
Q. How will I know the status of my order?
A. We try to keep you informed every step of the way through emails and your personal account. To view the status via your personal account, login from the FatRain home page, then click on My Account. In your account manager you'll be able to view the details of your order including up to date information on its status.
Q. Do you provide gift wrapping?
A. Yes, gift wrapping is available at the checkout for $3.90 including GST. This includes quality wrapping paper, an organza bow and a small card if you provide instructions and words for a personalised message.
Q. Can you get books, DVDs or board games that are not listed on your website?
A. We have access to millions of books, DVDs and board games, many of which may not be listed on our website. If you are after a specific book, DVDs or board game simply email us via our Contact Us page with as much information as possible.
Q. What is the best way to search for an item?
A. If you are looking for a particular product, try the quick search by entering in any keywords, title, authors, artists, product numbers etc. Books have a unique identifier known as an ISBN number, which is the best method for finding books. If your search returns too many results, try the advanced search where you can search by any combination of fields.
Q. What payment method can I use?
A. You can pay by:
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Bank transfer/Internet Banking - At the checkout if bank transfer is selected you will be given the account details to deposit the money into. We check the bank account daily, so you don't need to advise us of the deposit, however we will confirm that payment has been received via your membership page. Once the payment has been confirmed we will process your order.
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Credit card - We accept Visa, Mastercard and American Express via PayPal, the world's most popular and secure online payment system. Credit card transactions occurs in real time, so you will know straight away if payment has been accepted.
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PayPal Transfer - You may transfer money to our PayPal account from your PayPal account. At check out simply select the credit card payment option.
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Cheque - You can send us a cheque. For your peace of mind we will email you to confirm that the cheque has arrived, although the order won't be processed until the cheque has cleared.
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We don't recommend posting cash.
Q. Is internet banking safe?
A. Internet banking is one of the safest ways to transfer money online and has the advantage of not having to give out any sensitive information. Please consult with your bank if you have any questions or concerns regarding the security of internet banking.
Q. I have paid by internet banking, should I let you know?
A. We check for internet banking payments at least once a day so there is no need to tell us that you have paid if you use the invoice number as a reference. Once payment has been received you will be sent an email to confirm that we have received payment. You can also track progress using your personal account manager. Once logged in go to "My Account" and viewing your orders.
Q. Is it safe to give out my credit card details online?
A. FatRain use the safe and secure services of Paypal to process credit card transactions. They employ sophisticated encryption measures to ensure your credit card details are safe. It also means that we don't collect your credit card information. This setup provides a degree of separation between your personal details and your credit card details. We believe this is an extremely important safety measure.
Q. What is PayPal?
A. PayPal is the world's most popular online payment system. Owned by Ebay, PayPal specialises in processing online credit card payments. By utilising the very latest in secure technology and employi ng a large team of experts in all areas of online safety, PayPal continues to be a leader in safe online payments around the world.
Q. How long before my order arrives?
A. Alongside every item is an estimated delivery timeframe. This is the estimated time it will take for us to obtain your book, DVD or board game. We then ship it to your doorstep following confirmation of payment. Where multiple items have been ordered, they will be collated and sent in a single package unless advised otherwise. Where the timeframe is quoted in days, this refers to business days.
Q. Can FatRain send items to my friends or family?
A. Yes that is not a problem, just put delivery instructions in the comments box at the checkout. You even have the opportunity to order gift wrapping with a note attached. At checkout please write your message in the comments box with your delivery instructions. It's always exciting to get something in the mail or via courier that is not a bill.
Q. Can an item be returned to FatRain?
A. Yes there are legitimate reasons for returns. Please refer to our Return Policy.
Q. What are the shipping costs?
A. Shipping is $3.90 no matter how many items you order. Please refer to our Shipping section.
Q. Can you send a GST invoice?
A. Yes. We don't generate GST invoices automatically as generally most people don't require them and we try to conserve paper use if possible. If you require a GST invoice please request one in the comments section at checkout and we will email it through to you.
Q. I can not find my question in FAQs.
A. We welcome any questions and would be happy to help. Please email us your question(s) and we will try to answer it within 24 hours and generally hope to answer questions the same day if possible. We are always looking for ways to improve our service and your questions will help to highlight ways we can do this. Your questions will also help us to develop our FAQ section for the benefit of all users.
