Help

Help/FAQ`s

Order Information

Shipping Information

Returns and Cancellations

 

Order Information

What is my order status?
To see the status of your open orders, on the Home page, under Order Views, choose the Open Orders link. If you still have more questions, please contact PADI Asia Pacific Sales Department padisales@padi.com.au or call : 0061 2 9454 2888, Option 1

Australia
1 800 023 705 extention 825
New Zealand
0800 664 440   extention 825

What payment methods do you accept?
We accept Visa, MasterCard, and American Express. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

When will my credit card be charged?
We will not bill you until your product(s) are actually shipped.

How will the charge appear on my credit card statement?
The charge will appear on your credit card as: PADI Asia Pacific

Do I have to pay GST (Goods and Services Tax)?
We charge applicable GST for orders shipped within Australia .

I need a copy of my invoice.
Please contact the Accounting Department ar@padi.com.au    or call 00 61 2 9454 2888   Option 7  

I forgot my password.
Please call PADI Customer Service at 61 2 9454 2888 Option 3, to get your password.

Product is Out of Stock.
Please contact PADI Sales Department 61 2 9454 2888   Option 1, regarding product availability.

Can I order without a credit card?
No. Orders online can only be placed with credit cards.

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What address should I enter in the billing information screen?
For credit card verification, you must enter the address exactly as it appears on your credit card statement. You do not need to enter a middle name or initial.

How do I enter a shipping address?
When you have completed adding items to your shopping cart and have chosen to proceed to checkout, the checkout screen will have your shipping address pre-entered for your convenience. If you would like to ship the order to an alternate shipping address, please choose it from the drop-down box on the checkout screen. The alternate shipping addresses cannot be modified on the checkout screen. If you need to add an additional alternate shipping address, please call your PADI Sales Consultant at 61 2 9454 2888 Option 1.

NOTE: DHL DO NOT DELIVER TO P.O. BOXES. If you are shipping to a PO Box – you MUST select a postal address for method of shipping.

Some carriers may have additional shipping requirements for International shipments. Please inquire with the carrier for special handling instructions and documentation.

Should I put spaces or dashes in the credit card number?
No. Your card number should be entered in as a continuous string of numbers.

Why are you not accepting my credit card?
There are many reasons for a failed credit card transaction. Your card may have expired or reached its limit or a credit card processing system, either on our end or your bank’s end, may have encountered a machine error. If you do have problems, try using another credit card or contact PADI Sales padisales@padi.com.au or call 0061 2 9454 2888, Option 1, with an alternate payment method. You can also try contacting your bank to help you resolve an expired or limit issue.

How do I start a new order?
You can start a new order simply by choosing a product category like ‘Courses’ in the left hand section of the page and then choose a sub-category and then adding an item to a Cart.

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How to Order?
On-Line:
Shopping on our web site www.padimembers.com is like shopping from our catalog. Explore our easy-to-use web site and when you are ready; be assured that ordering on-line is secure and easy. When your order is completed, an order confirmation page will be displayed with all the information regarding your order, including your order number. Please save or print this page for your record. A copy of the order confirmation will be emailed to you for your records.

By Phone:
Call 61 2 9454 2888 Option 1 - Monday through Friday between 8:00 a.m. and 6:00 p.m. AEST. To expedite your order, please order on-line.

By Fax:
Fax your order to 61 2 9454 2833       

By E-mail:
Please send your email order to padisales@padi.com.au

Can I save my cart?
Yes. You can save your cart by entering a name for the cart in “Enter Cart Name” box in the Top Left Hand corner of the Cart below the title “Shopping Cart”. Once you save the cart, you can access it from the “My Account” page by clicking on “Saved Carts”.

Can I add items to my order after I have placed the order?
Unfortunately, once the order is processed, it is immediately sent to the Shipping Department and cannot be changed in the system.

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Shipping Information

When will my order ship?
We pledge to ship your order within 24 business hours of processing. Orders submitted after 2:30 pm AEST will be processed by the shipping department the following business day. Orders are shipped Monday through Friday from 8:00am to 2:30pm excluding all public holidays in Australia, New South Wales.

Has my order shipped?
To check the shipping status of your order, please go to the “My Account” page and click on “Open Orders” in the “Order Views” section of the page. If the order has shipped, the “Order type” column for the specific order will be marked “Shipped”.

How do I get my tracking number?
Contact Sales Department padisales@padi.com.au or call 0061 2 9454 2888, Option 1.       

Do you ship to my country?
We ship to all states and countries within the Asia Pacific region.

I live outside of Australia. Will I have to pay custom duties?
If you live outside Australia, custom duties and tariff fees may apply according to your countries import laws. These fees are not collected by this company, and this company does not have control of these fees. The Consignee will be responsible for any import duties/taxes where applicable on ALL invoice orders.

Do you ship backorders?
Although we try to maintain inventory of all products in the warehouse, occasionally an item will be backordered. If the quantity available is zero, the item will not be available to order on-line.

There may also be times when item availability is limited. If we do not have sufficient inventory to fill your order, a notice will appear at the top of the screen alerting you that the amount requested has been reduced to stock on hand.

In either case, please contact PADI Sales padisales@padi.com.au  or call 0061 2 9454 2888, Option 1. They will be able to assist you with the remainder of your order and provide you with information regarding product availability.

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Can I change my shipping address?
Unfortunately, you cannot change your shipping address after your order has been submitted. The order is immediately sent to the Shipping Department and can no longer be changed by our system. If your package is not successfully delivered, it will be returned to the warehouse and a credit will be made to your account. Please see the Returns and Cancellations section for additional information.

Can I change my shipping method?
Unfortunately, you can not change your shipping method after your order has been submitted. The order is immediately sent to the Shipping Department and can no longer be changed by our system.

What are your Shipping Methods?
On-line ordering offers DHL and Australia Post.

Do I get free domestic shipping if I order over $300?
Yes - For orders over $300 and the shipping destination is within Australia, PADI Asia Pacific will pay the freight and handling charges.

For all orders under $300 a minimum of $17.90 shipping and handling fee applies.

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Returns and Cancellations

What is your Return/Refund Policy?
PADI Product Satisfaction Guarantee
KEEP YOUR INVOICE

If for any reason you are not satisfied with your PADI materials, just let us know within 90 days of purchase and we’ll take them back if returned undamaged and in a saleable condition. Simply contact PADI Sales Department padisales@padi.com.au

Return Policy

* All returns must reference the original PADI invoice or order number. Items returned without the original invoice/order number may create a delay in processing your return.

* To initiate a return, contact PADI Sales Department and they will issue you a Return Authorization Number (RAN).

* For further assistance, please contact PADI Sales Department before returning any items for credit.

A RAN NUMBER IS REQUIRED TO ENSURE PROPER CREDIT FOR THE RETURN.

* Once you have obtained an RAN number, please note these important points:

  • The RAN number must be clearly written on the outside of the package(s).
  • Only those items referenced are approved for return.
  • Returns must be received within 30 days of receipt of the RAN number.
  • The Return Authorization expires 30 days from the date of issue. - Any changes to the item(s) being returned or expiration date of the RAN can only be made by contacting PADI Sales Department padisales@padi.com.au
  • Ship product via traceable method and retain the tracking number in the event that the package is delayed/lost in transit. PADI cannot issue credit for delayed or non-delivered product.
  • Unauthorized returns or returns requiring significant research may result in a 15% handling fee which will be deducted from the credit total.
  • PADI will pay the shipping for any returns involving damaged product, defective product or an error caused by PADI.
  • Components of kits will not be accepted for credit, but may be exchanged.

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Can I cancel my order? – How do I cancel my order?
Due to the expedited manner in which our orders are sent to the Distribution Department, we can not cancel orders. Once the order ships, you will have to refuse the package if you change your mind after the order has been placed and then contact your PADI Sales Consultant on 61 2 9454 2888, Option 1, for further details regarding your credit.

How do I request RAN or Refund?
Contact PADI Sales padisales@padi.com.au -  61 2 9454 2888, Option 1.

When will the credit appear on my credit card?
Credit will appear on your credit card or on your PADI account after the material is received back at PADI.