FAQs
Frequently Asked Questions
My Account
Q. How do I sign up to learn about special offers and promotions from OfficeMax®?
Q. Why should I become a Member of OfficeMax® MyDesk?
Q. I’ve forgotten my password. How do I reset it?
Q. How do I change my account details?
Q. I’ve changed my email address but would still like to receive promotional offers from OfficeMax®. What should I do?
Q. I would like to stop receiving promotional offers from OfficeMax®. How do I opt out of this?
Products
Q. How can I purchase products with OfficeMax®?
Q. How can I find or purchase an item that I’ve seen advertised?
Q. What do the icons and logos on a product mean?
Q. I tried to add an item to my cart and got asked for my postcode. Why do I need to provide this?
Q. How does the ‘compare function’ work?
Q. I click on ‘Add to Favourites’ and it takes me to a log in screen, why?
Q. How does the ratings function work?
Q. How can I rate a product and write a review?
Ordering
Q. How do I know if there is stock currently available for an item I want to order?
Q. The item I want to order is out of stock. How can I order it?
Q. How do I place an order on your website?
Q. How do I enter a promotional code for my order?
Q. I want to copy an order I’ve made previously. Can I do this?
Q. I’m having problems placing my order. What should I do?
Payment
Q. What payment methods do you offer?
Q. When will the order charges appear on my credit card?
Delivery
Q. How do I know if OfficeMax® has received my order?
Q. What delivery charges will I incur for my order?
Q. What carriers do you use for delivery?
Q. How long will it take for my order to arrive?
Q. How can I check the status of my order?
Q. I haven’t received my order within the allotted time. What should I do now?
Q. What happens if I am not home to receive my order?
Returns and Exchanges
Q. What is your returns policy?
Q. I’ve changed my mind, can I cancel my order?
Q. I’ve received an incorrect item in my order. What should I do?
Q. I’ve received my order but the items are damaged. How do I organise an exchange?
Q. How will I receive my refund and how long will it take?
Technical Issues
Q. The website isn’t displaying correctly on my screen. How do I correct this?
Security
Q. How secure are my account details?
Q. How secure are my credit card details?
General Enquiries
Q. Where can I find the latest promotional catalogue from OfficeMax®?
Q. Can I order a catalogue?
Q. Where can I access your Privacy Policy?
Q. How do I apply for a job at OfficeMax®?
My Account
Q. How do I sign up to learn about special offers and promotions from OfficeMax®?
A. If you would like to receive regular emails from OfficeMax® regarding our special offers and promotions you can either;
Sign up to our general newsletter using the sign up box on the home page or select the email tick box at the check out, OR
Sign up to receive customised newsletters with exclusive offers by becoming an OfficeMax® member – click here to sign up.
Return to top
Q. Why should I become a Member of OfficeMax® MyDesk?
As a Member, you will have access to many exclusive MyDesk benefits including;
- Faster checkout
- Order and delivery tracking
- The ability to store multiple delivery addresses
- Access to copy and edit previous orders, as well as create favourite product lists
- Up-to-date offers on the latest products in the market and the
- Freedom to update your account preferences online
Click here to sign up as a member today.
Return to top
Q. I’ve forgotten my password. How do I reset it?
A. If you have forgotten your password simply click on the ‘Forgot Your Password’ link on any login screen and a temporary password will be sent to your email address.
Return to top
Q. How do I change my account details?
A. If you would like to change any of your account details; including email address, password and default delivery address, simply log on to OfficeMax® MyDesk and click on the My Account button in the top right of the screen. This will take you to the My Account area where you can view and edit any of your personal details.
Return to top
Q. I’ve changed my email address but would still like to receive promotional offers from OfficeMax®. What should I do?
A. Simply sign up again in the same way that you did previously. If your previous email address is no longer a valid account it will be automatically removed from our database.
Return to top
Q. I would like to stop receiving promotional offers from OfficeMax®. How do I opt out of this?
A. If you no longer wish to hear about the latest products and promotions on offer please either click ‘unsubscribe’ on the most recent email that you have received from us or email mydesk@officemax.com.au to request to be removed from our database.
Return to top
Products
Q. How can I purchase products with OfficeMax®?
A. The best way to order your products with OfficeMax is to do so from our website: officemax.com.au. From here you can either create an account and become a member, or alternatively you can place your order and checkout as a guest without having to go through the registration process. If you’d prefer to order your products over the phone you can call us on 1300 MY DESK (1300 693 375).
Return to top
Q. How can I find or purchase an item that I’ve seen advertised?
A. If you know the product code of the item the easiest way to order your items featured in a catalogue is to use our Order by Code form. Using this form you can add these items straight to your shopping cart or click on them for more detailed information.
You don’t know the product code? No problem! Use our advanced search feature in which you can enter any keywords and narrow your search by price range, category or supplier code.
If you are having trouble finding your product it may not be one that we sell on OfficeMax® MyDesk or it may be temporarily out of stock. For more information on a product that you cannot find please complete an online enquiry form, phone 1300 MY DESK (1300 693 375) or email mydesk@officemax.com.au.
Return to top
Q. What do the icons and logos on a product mean?
A. Our icons are used to quickly identify the key features of a product. Logos refer to an environmental accreditation that the product may have. By hovering your mouse over the icon or logo image you can see a short description of what they mean or you can click on the image for a more detailed description. Click here for a full list of our icon and logo explanations.
Return to top
Q. I tried to add an item to my cart and I was asked for my postcode. Why do I need to provide this?
A. This is one way that we can ensure that there is stock currently available for you to purchase from your local warehouse. If there are any products which are currently out of stock, a message will appear to let you know and you will be offered the option of backordering this item at the check out if it is in your cart.
Return to top
Q. How does the compare function work?
A. If you are browsing a product category and you cannot decide which item to choose the compare function can help you to narrow down your choices. By selecting ‘Add to Compare’ on any items that you are considering they will be added to a compare list, shown on the right hand side of the screen. You can then select ‘Compare’ at the bottom of this list to see a side by side comparison of up to seven options and use this select your preferred product.
Return to top
Q. I click on ‘Add to Favourites’ and it takes me to a log in screen, why?
A. Creating a list of favourite products is one of the many benefits exclusive to our members. Sign up today to create your own list.
Return to top
Q. How does the ratings function work?
A. Product ratings and reviews help you make more informed purchasing decisions and improve your shopping experience. Star ratings provide a high-level overview on how others rate the product on quality, price and value and are based on a scale of 1 to 5 stars. Reviews are written by users like you, and provide more details about positive and/or negative attributes of the product.
Return to top
Q. How can I rate a product and write a review?
A. Product ratings and reviews allow you to voice your opinion and share knowledge with other consumer on our products. You can rate any of our products from 1 to 5 on quality, price and value and write your own review by clicking on the stars or the ‘Add Your Review’ link on any product detail page. We encourage all of our customers to share their opinion, and we'd love to see your reviews on the website as well.
Return to top
Ordering
Q. How do I know if there is stock currently available for an item I want to order?
A. As soon as you indentify your delivery location by either logging on (if you are a member), signing up as a member, or entering your postcode (in the box provided when you first add an item to the cart) we can check stock in your local warehouse. We will then be able to identify which products are currently available and notify you which products are currently out of stock.
Return to top
Q. The item I want to order is out of stock. How can I order it?
A. You can still order an item if it is currently out of stock, simply place it in your cart, and when you proceed to the check out you will be notified of the approximate date the product will be back in stock and offered the option of back ordering this item. If you decide at this point that you do not wish to wait for the back order you can select from one of our suggested alternative products or simply remove the item from your cart.
Return to top
Q. How do I place an order on your website?
A. Simply go to officemax.com.au, browse the site, choose your products and then either register as a new member or checkout as a guest through the shopping cart facility. Guest access means you don’t have to complete a registration form and can make one off purchases.
Return to top
Q. How do I enter a promotional code for my order?
A. After you have finished shopping, make your way to the Shopping Cart. On this page there is a Promotional Code field where you can enter your code to receive the associated promotional discount.
Return to top
Q. I want to copy an order I’ve made previously. Can I do this?
A. If you are an OfficeMax® member you can copy previous orders, make any changes and add these items to your cart by accessing the order from the My Order section of the My Account page. If you are not currently an OfficeMax® member sign up today to be able to copy orders.
Return to top
Q. I’m having problems placing my order. What should I do?
A. If you are having trouble placing an order, phone 1300 MY DESK (1300 693 375), select 1 and you will be directed to a customer service representative who will help you place your order.
Return to top
Payment
Q. What payment methods do you offer?
A. OfficeMax® accepts all MasterCard and Visa credit cards.
Return to top
Q. When will the order charges appear on my credit card?
A. Your credit card will be authorized for the amount on purchase and an authorization notice will appear on your account. The authorization will be removed and your credit card charged once your order has been shipped and you will be notified by email.
Return to top
Delivery
Q. How do I know if OfficeMax® has received my order?
A. Once you complete the checkout process online you will receive an order confirmation email. This email will confirm your purchases and purchase amount.
Return to top
Q. What delivery charges will I incur for my order?
A. The OfficeMax® standard delivery charge for both metro and country orders is a flat fee of $6.95.
However, if an item in your cart is valuable, fragile or big and bulky additional charges may apply. We have split these items into two categories as listed below.
|
Freight Category |
Metro Delivery |
Country Delivery |
|
Category B |
$15.00 |
$25.00 |
|
Category C |
$45.00 |
$60.00 |
Examples of category B items are software, gift cards, and medium sized items such as a hard drive. Category A items are mostly larger furniture pieces.
You will only be charged one of the above listed delivery charges regardless of how many items that you have in your basket. An example of what you will be charged is listed below;
|
Items in your basket are |
You live in a Metro Area |
You live in a Country Area |
|
All standard items |
$6.95 |
$6.95 |
|
Standard items and some Category B items |
$15.00 |
$25.00 |
|
Standard items and some category C items |
$45.00 |
$60.00 |
|
Standard items and some category B items and some category C items |
$45.00 |
$60.00 |
Q. What carriers do you use for delivery?
A. All OfficeMax® orders are made by our delivery partner, Australia Post. This means that you can be assured that your desk to door delivery is handled securely by one of Australia’s most reliable couriers.
Return to top
Q. How long will it take for my order to arrive?
A. Your order may come from:
1. One of our own OfficeMax® warehouses or
2. Direct to you from our suppliers’ warehouses or
3. Both
…depending on what types of products you order.
Standard Items
Your purchases of ‘Standard Items’ from our own OfficeMax® warehouses will be delivered by our partner, Australia Post.
• Metropolitan locations– Orders received by 5pm for next working day delivery
• Country locations – Order received by 3pm for delivery between 1 and 3 working days (covers 99% of rural Australia).
You can be assured that your desk to door delivery will be handled by the most trusted and efficient delivery provider in Australia.
Non-Standard Items
If your order comes direct to you from one or more of our suppliers’ warehouses, we call these items ‘Non-Standard.’
You will be advised if you have purchased Non-Standard items in the Order Confirmation email we send you. (See ‘How much will my delivery cost?’ for further details.)
The majority of these orders will take between 1 and 4 working days to reach you. However some orders will take up to 10 working days to be delivered.
Every attempt will be made to deliver your purchases personally to you or obtain a signature from a colleague or family member as confirmation of receipt.
Return to top
Q. How can I check the status of my order?
A. Members can check the status of their orders by going to the OfficeMax® website www.officemax.com.au, logging into My Account and visiting the My Orders page. Guests can call our Customer Service Team on 1300 MY DESK (1300 693 375) for an order update.
Return to top
Q. I haven’t received my order within the allotted time. What should I do now?
A. To find out the whereabouts of your missing order please call our Customer Service Team on 1300 MY DESK (1300 693 375).
Return to top
Q. What happens if I am not home to receive my order?
A. Not sure if you will be home or in the office?
Standard Items
If you are not there to accept deliveries of ‘Standard Items’ from our own OfficeMax® warehouses, the courier will leave a card detailing the pick up address of your local Australia Post retail outlet.
Simply present this card and some current identification at your convenience to claim your goods.
Non-Standard Items
If you are not there to accept deliveries of ‘Non-Standard Items’ direct from our suppliers’ warehouses, their delivery contractors will leave a card with a contact number to re-organise the delivery.
Return to top
Returns and Exchanges
Q. What is your returns policy?
A. We strive to ensure that you are fully satisfied with our products and offer a refund/exchange on most items purchased at OfficeMax®. If you are not completely satisfied with your purchase, you can return it to us for a full refund and/or exchange within 14 days of receipt of the goods by completing an online Goods Return Authority form.
Return to top
Q. I’ve changed my mind, can I cancel my order?
A. Cancellation of online orders varies depending on the stage of the order process. If you have changed your mind and wish to cancel your order call our Customer Service Team as soon as possible on 1300 MY DESK (1300 693 375) to discuss your needs.
Return to top
Q. I’ve received an incorrect item in my order. What should I do?
A. You will need to complete and submit an online Goods Return Authority form. This form can be accessed here. Your request will then be reviewed and approved and instructions given on the returns process.
Return to top
Q. I’ve received my order but the items are damaged. How do I organise an exchange?
A. You will need to complete and submit an online Goods Return Authority form. This form can be accessed here. Your request will then be reviewed and approved and instructions given on the returns process.
Return to top
Q. How will I receive my refund and how long will it take?
A. Refund details and timings vary on a case by case basis. For further information about your specific refund you can call our Customer Service Team on 1300 MY DESK (1300 693 375).
Return to top
Technical Issues
Q. The website isn’t displaying correctly on my screen. How do I correct this?
A. Call our Customer Service Team on 1300 MY DESK (1300 693 375) and have the following information handy:
- Browser Type (Internet Explorer, Firefox etc)
- Browser Version (Internet Explorer 7, Firefox 3.5 etc) and
- The web address of the page you are having issues with (eg. www.officemax.com.au/paper/white-copy-paper/).
Security
Q. How secure are my account details?
A. When you place an order, you will be asked for the following personal information: your name; e-mail address; mailing address; delivery address; telephone number and any special delivery instructions. We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order. For example, the financial institution that issued your credit card and the shipping carrier that delivers your order.
Return to top
Q. How secure are my credit card details?
A. For credit card transactions, our site adds security by using Secure Sockets Layer (SSL) technology. This means that the credit card information you send is encrypted by your computer, and then decrypted again on our side, preventing others from accessing your private information in between. The payment process utilised by our site uses HTTPS and is secured by 128bit SSL encryption. We do not store your credit card details.
Return to top
General Enquiries
Q. Where can I find the latest promotional catalogue from OfficeMax®?
A. The latest promotional catalogues with our full range of products can be found on the OfficeMax® website here. Otherwise you can click on the Catalogues button from the OfficeMax® website: officemax.com.au.
Return to top
Q. Can I order a catalogue?
A. If you’re a business looking for hard copies of our full range of catalogues you can call our Customer Service Team to make a request on 136 MAX (136 629).
Return to top
Q. Where can I access your Privacy Policy?
A. The Privacy Policy can be accessed here.
Return to top
Q. How do I apply for a job at OfficeMax®?
A. Click here to view the current opportunities OfficeMax® has available nationally or for further information, please contact our Human Resources Department at hr@officemax.com.au.
Return to top