Getting Started With Our New Website
Welcome to our new online store! We’ve redesigned the site to make shopping easier on desktop, tablet, and mobile.
Logging In or Creating an Account
Already a customer?
- Click the person icon at the top right of the page.
- Enter your email address into the email field.
- A 6-digit verification code will be sent to your email. Retrieve this verification code and enter into the provided field. Click submit
New to shopping with us?
- Click the person icon at the top right of the page. Fill out required fields and submit.
- With a Carbatec account, you can see your order history, track current orders, manage your addresses, requests returns and exchanges.
How to Shop
Shopping with us is quick and easy thanks to our new store search and filtering features.
- Search Smarter – Use the search bar to instantly find products. Search delivers fast, accurate results, even with partial or misspelled words.
- Refine with Filters – On category and search results pages, use filters (brand, price, size, type, and more) to narrow down your options and quickly find what you need.
- Browse by Category – Explore the main menu to shop across our product categories.
- Add to Cart – Click Add to Cart on the product page. Update the quantity if needed.
- Review Your Cart – Click the cart icon (top right) to check items, adjust quantities, or remove products.
- Checkout – Enter your delivery details and select shipping or in-store pickup.
- Delivery Options – Enter your preferred delivery address.
- Payment – Pay securely with Credit Card, PayPal, Google Pay, Shop Pay. Once payment is successful, you’ll see a confirmation page and receive an email with your order details. Tracking information will follow once your order is dispatched.
Cancelling or Modifying Orders
- Orders can only be changed while in “Order Confirmation” status.
- To make changes or cancel, contact our Customer Service team immediately.
- Once your order has been processed for shipping, we can’t make further changes.
Order History
- Log in to your account to view your order history. You can repurchase, request returns and request warranty information on this screen.
- Can’t see your orders? Contact our Customer Service team at 1800 658 111 or support@carbatec.com.au
I can’t make it into a store. Do you deliver?
We deliver anywhere in Australia. There are some restrictions on certain types of products e.g. dangerous goods. For more information, please visit our website, enquire in store or call us on 1800 658 111.
I was diverted to the National Customer Service Centre. Why is that?
We aim to give you the very best experience however you choose to shop with Carbatec. Diverting all incoming calls to our Customer Service Centre helps to make sure someone is ready to serve you when you visit a Carbatec store.
Our team of technical experts at the Customer Service Centre can answer just about any enquiry you may have about our products, services or general information like stock availably at your local store. They can also help you choose a product for delivery or local store pickup that best suits your current and future projects. If you would still like to speak to a team member at your local Carbatec store and they are available, we’ll happily transfer your call as requested. Remember it’s always FREE when you call us on 1800 658 111.
How long will it take to receive my order?
We aim to dispatch your order within 3 working days. At peak times such as Christmas or during promotions, this may take slightly longer. We primarily use Australia Post and Border Express to deliver your order and their delivery time frames vary by location. If your order hasn’t arrived within a reasonable amount of time, please contact the Customer Service Centre on 1800 658 111 and we will happily follow this up for you.
I have a Gift Card/store credit. Where can I use it?
Gift cards purchased before October 20, 2025: Please contact our Customer Care team on 1800 658 111 or email suppor@carbatec.com.au for assistance with redeeming your card on our new website.
E-Gift cards purchased online after October 20, 2025 can only be redeemed on the Carbatec website.
In-store gift cards can only be redeemed in-store.
The item I purchased appears to be faulty.
All products sold by Carbatec are automatically covered by the provisions contained in the Australian Consumer Law. In addition to manufacturers’ guarantees on selected products, Carbatec provides a guarantee of acceptable quality on every product.
You are entitled to have the goods repaired or replaced if the goods are not of acceptable quality and the failure is not deemed to be a major failure. You are entitled to a replacement or refund if it is deemed that you have experienced a major failure.
If you believe an item you purchased from Carbatec is faulty, simply take the product back to your local Carbatec store for assessment. If you would like to return the item by post, please contact the Customer Service Centre on1800 658 111.They will provide you with a returns merchandising authorisation (RMA) number and further instructions on how to get the item back to Carbatec for assessment.
Visit our Terms of Service for further details.
I would like to have my order delivered. How much does it cost?
The cost and method of delivery will vary depending on the size and weight of your order and, of course, the location of the delivery address. Through the ordering process, the freight options available for you order will display during the Freight section of the Checkout. Costs for each method will also be shown.
Click and Collect
What products can I purchase using Click & Collect?
All stocked products are available for Click & Collect. If a product is listed as Coming Soon or Out of Stock, you can use the “Notify Me When In Stock” feature on the product page.
Can I change or cancel my Click & Collect order?
Yes. Please contact our Customer Care team during business hours to make changes or cancel your order.
How long will my Click & Collect order be held in-store?
We’ll hold your order for 30 days. After that, your order will be cancelled, and we’ll contact you to arrange a refund.
Is there a charge for Click & Collect?
No. Click & Collect is a free service.
What do I need to bring when collecting my order?
- A valid photo ID
- Your order number
The name on your order must match your ID.
If someone else is collecting your order, you must notify the store (or our Customer Care team) in advance with their name.
When can I collect my order?
You’ll be able to collect your order once we notify you it’s ready. Collection can only occur during store trading hours.
- Orders placed before 12pm on weekdays are usually ready the same afternoon.*
*In rare cases, delays may occur (e.g., stock issues). If this happens, we’ll notify you.
Where do I go to pick up my order?
Once your order is confirmed as ready, visit your selected store. Let our staff know you’re there to collect a Click & Collect order, and they’ll assist you.
What happens if an item in my confirmed order is unavailable?
Occasionally, stock may be damaged or missing when we prepare your order. If this happens, we’ll contact you to organise a transfer from another store or issue a full refund.