Accounts & Ordering - Answers

Accounts & Ordering - Answers

How do I make an Account?
Customer accounts are made the first time you go through the checkout system. Simply add your desired products to your cart, look for the 'Checkout' button in the very top right of the website, choose your shipping option, and then proceed to fill in the 'New Customers' form on the following page. We'll store your details on file so you can skip this step next time you choose to shop with Cable Chick.

Can I view and print past orders / invoices?
Yes! Simply Log In to your Account, then click on the 'My Account' link at the top right of any page. You will be taken to see your full details, subscriptions and a list of your past orders and their status. Simply choose to view or print your required invoice from the list.

How do I Log In to my account?
Logging into your account simply requires the email address you used to sign up, and the password you specified at your first checkout. Enter these details is on the Account Log In page, or in the appropriate fields after choosing your shipping type when checking out.

I'm having trouble logging in and/or I forgot my password
If you have forgotten your password, you can elect to have it reset by using the "Forgot Password?" link on the Account Log In page. Check your email for the reset request and follow the links provided.

Sometimes our password system doesn't handle special characters as best as it should. If you use characters other than A to z, 0 to 9, the hyphen (-) or the underscore (_), your password may not set or reset correctly. If this happens to you, please Contact Us so we can manually rescue your account. We will need to check your identity to do this.

What personal information do you store on file?
We store your name, phone number, email address, delivery address and special instructions on file. We never keep your credit-card information on file (we use a popular third-party service to keep things secure). We also track your visit to our website for stastictical data and error tracking, but this diagnostic information is for internal use only and cannot be seen or modified externally.

Is my information secure?
Absolutely. We are always checking to ensure we are using the latest security and encryption protocols to protect your data. While we don't keep any sensitive financial information on our own servers, we know your privacy is important and never share it with third parties without your express consent.

Cable Chick uses industry-standard 128bit SSL encryption on every checkout page we serve.

How do I change my address, contact details or newsletter subscriptions?
Simply Log In to your Account (as above) and click the 'My Account' link on the top right of any page. From the new screen, click the 'Edit Information' link. Here, you can modify all of your details and also customise which newsletters you receive from us. Don't forget to click the 'Update Information' button before you leave!

How do I place an order?
Placing an order is a simple as adding product to your shopping cart and then stepping though the checkout process. As soon as you have found the product(s) you would like and have confirmed they are right for you by checking their descriptions, you can add them to you cart by clicking the 'Buy Now' buttons associated with them.

As soon as there is at least one thing in your cart, the checkout will become available through links both at the top of the category listing on the left of every page, or at the very top right of the website. From the checkout page you can review the items in your cart and make adjustments where necessary (don't forget to check quantities and remove unwanted items). Now you simply choose your shipping method, enter a voucher code if you're lucky enough to have one, and proceed to enter your details on the following pages.

What payment types do you accept?
We currently accept the following instant payment methods:
  • Visa
  • Mastercard
  • American Express (without surcharge)
  • Paypal
Please note that only instant payment types are eligible for same-day dispatch. Non-instant payment types take longer to process, and we cannot dispatch those orders until the payment clears into our account.

We currently accept the following non-instant payment methods:
  • Paypal eCheque
  • Direct Bank Deposit
  • Australia Post Money Order
  • Bank Cheque
Only customers with trade accounts in good standing can arrange for dispatch on credit.

Can I place multiple orders to ship to different addresses?
Our accounts system can only track one delivery address per account. If you have a special need for different orders to be delivered to different addresses, or you need your invoice sent to an address different to where the goods are headed, please use the Customer Instructions box at checkout (click here for details).

If you place multiple orders under the one account and change your postal address in the account details page each time, our system will only record the last entered address, and so any orders not yet shipped will go there. Sorry!

I've placed an order, but I've made a mistake. Can I modify my order?
We aim to have orders picked, packed and ready for the post truck as soon as possible; sometimes within 30 minutes of your payment clearing. During business hours, this gives you only a short window of opportunity to Contact Us (preferably by phone) so we can put a hold on your order process and make the necessary changes.

Outside of business hours, you have a little extra time to get in touch with us. In this case, please Contact Us by your preferred means, and if possible follow up as soon as we are back in the office to ensure we don't miss your request for changes.

Once you have received your dispatch confirmation email, it is too late to modify your order.

How can I make additional payment on a modified order?
If we modify your order over the phone, we'll take a credit card payment over the phone, too. If we modify your order via email or the conversations system, you can make additional payments by going to the Account Log In page, entering your details, and then clicking the 'My Account' link at the top right of the page.

Find your modified order from the list and choose the 'make payment' option next to it. This will lead you to the same secure payment gateway we use for the main checkout, but it will only charge you the outstanding balance. If you can't use a credit card to make the additional payment, please talk to us about Direct Deposit and Paypal options.

Can I cancel my order?
Only orders which have not been packed and/or marked as dispatched can be cancelled. As with modifying an order, you may only have a short window of opportunity to contact us to cancel an order. During business times, this can be less than 30 minutes, so please Contact Us by phone for immediate action.

Outside of business hours, you have a little extra time to get in touch with us. In this case, please Contact Us by your preferred means, and if possible follow up as soon as we are back in the office to ensure we don't miss your request for changes.

Once you have received your dispatch confirmation email, it is too late to cancel your order.

How do I use my Voucher/Coupon Code, VIP Code or Store Credit Code?

If you have a Voucher Code, VIP Code or have been issued a code for redeeming Store Credit, you can enter it during checkout on the same page where you choose your shipping method. Look for the field named 'Gift Voucher/Promo Code' and enter your code there.

Please note that all codes, regardless of origin, are only valid towards a single purchase and must be used in one transaction. They are not valid towards the shipping cost and cannot be partially redeemed. Any unused credit will be lost. We can make exceptions only for Store Credit codes which are redeemed over the phone.


Did we forget something?

If you have further questions, require special attention, or are in need of technical help, please talk to us directly via phone or the enquiry form (both found on the Contact Us page). We'd love to hear from you and help out as best we can for all your home theatre solutions.

Don't forget you can always talk to us face-to-face by visiting our warehouse & retail office!


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