Customer Support

Our Customer Support team is here to help. Whether you prefer to chat online, send an email, or speak with us by phone, we’re ready to assist with orders, products and logging in to your school account.

Web

digby.com.au/support

sales@digby.com.au

Freecall

1800417729

Enquiry Form

Submit your enquiry below and one of our friendly team members will contact you to answer your questions and explain how we can help.

FAQs

Customer Service

How do I contact Customer Service?

You can contact our Customer Service team in multiple ways as follows
Chat - you can chat online at Digby.com.au
Email - you can email us at sales@digby.com.au
Freecall - 1800 417 729
Enquiry Form - digby.com.au/enquiry

I own multiple Centres or Services can I order for each using the same account? (Marmadukes only)

Yes we can connect multiple Centres to sa single login. Which means you can place orders, administer your account, view order history etc using a single login. If you would like to have this etup for your services simply contact customer service

Account Management

Does my School have an account with Digby?

Yes. All public and private primary and secondary schools in Australia have an account with Digby.
Almost every school in Australia with an ACARA id has an account with Digby.
In addition all outside school hours care services with an ACEQA service approval number also have an account.
For the few accounts that do not have an existing account we are happy to open one.

How do I access my School account?

Your school has been sent its account login details for digby.com.au.
If you need assistance accessing your account, please contact Customer Service using any of the options on the the support page and our team will be happy to help.

Can more than one user at the School access the Digby account?

Yes. Multiple users can access the same school account. Account administrators can invite additional users, manage access levels, and control permissions directly within the account.
If you would prefer assistance, our Customer Service team is happy to help set up or update user access for you.

Do I have to be a registered School to order or can I order as a Guest?

Anyone is welcome to order as a guest using the available card payment options.

Orders

Can I make changes to an order once it has been submitted?

Orders are processed immediately, so changes are generally not possible once an order has been submitted. However, please contact Customer Service as soon as possible and we will do our best to assist.

Can I cancel an order?

Orders are usually unable to be cancelled once submitted, as processing begins straight away. If you contact Customer Service promptly, we will do our best to cancel the order where possible.

What if an item is out of stock?

We only accept orders for items that are currently in stock.
This ensures your order is delivered complete, with no backorders.

Can I receive a quote or pro forma invoice?

You can generate a quote or pro forma invoice online by adding the required products to your cart and selecting the quote option at checkout.

Can I collect my order?

It is not possible to collect orders from our warehouse.

Can I email or fax you an order?

If you prefer to place an order by email or fax, please download and complete the order form available online or in the back of the Digby catalogue.

Payment & Invoices

Can I order on my School account?

All public and private primary and secondary schools in Australia have a Digby account and can place orders on account with 30-day payment terms. NSW Department of Education schools cannot pay on account but may order using other payment methods.

Can I pay using a credit card or digital wallet?

We accept most major credit cards, as well as PayPal, Afterpay and Zip Pay.

How will I receive my invoice?

Your invoice will be issued electronically once your order has been processed. We will also attach a copy of the invoice to the goods when they are despatched.

What if I need a copy of an invoice?

Once logged in to your school account, you can download copies of invoices at any time.

How do I pay my school account?

You can pay your School account using any of the following methods - bank transfer, BPAY by credit card online.

Delivery & Freight

How much freight will I be charged?

We offer a fair and equitable flat-fee freight structure for all Australian customers, based on order value. Current freight rates are shown at checkout.

How long will it take to despatch my order?

Orders received before 10am AEST (Monday to Friday) are despatched the same day. Orders received after that time are despatched the following business day.

How long will it take for my order to arrive?

"Orders are shipped via Australia Post or StarTrack.
You will receive tracking details once your order has been despatched.
Transit times vary by location and can be seen in the table here xxxx"

Can I track my order?

Yes. Once your order has been despatched, you will receive a tracking link via email.

Delivery address changes for school accounts

For security reasons, delivery addresses cannot be changed for orders placed on school accounts.
If your school address needs amending, please contact Customer Service

Delivery address changes‚for guest orders

Delivery address changes can be made prior to despatch for guest orders.
Once an order has shipped, delivery addresses cannot be changed.

Can you deliver to a PO Box?

We can deliver to PO Box addresses via Australia Post.

My order is missing ‚what should I do?

If you believe your order has been lost in transit, please contact Customer Service and we will assist you.

Can you hold my order until after the school holidays?

Please contact Customer Service to discuss holding your order over the school holidays..
Availability depends on order status and timing.

Can you hold my order until after the School Holidays

xxxxx check with Euon

Catalogues

Can I order an extra copy of the Digby catalogue for my school.

We will be happy to send an extra copy of the Digby catalogue to your school. Plaese contact Customer Service to request an extra catalogue. Note - catalogues can only be sent to schools addresses.
A 20% handling fee applies if collection is arranged by us.
Original freight charges are non-refundable.

Returns

How do returns for change of mind work?

To return goods for change of mind, contact Customer Service for a Returns Authorisation Number. Goods must be unused, in original packaging, and returned at your expense.
A 20% handling fee applies if collection is arranged by us.
Original freight charges are non-refundable.

Returns & Faulty Goods

What if I receive faulty or damaged goods?

If you receive faulty or damaged goods, contact Digby within seven days of delivery to arrange return, exchange or refund. A Returns Authorisation Number is required before returning any items.

What if items are missing from my order?

If your order arrives with items missing, please contact Customer Service and we will assist promptly.

Warranty

What product warranty do you offer on products.

All products are covered by a 12-month warranty.
Some products, once opened, may have a shorter shelf life and may fall outside the 12-month warranty period.