Everything you need to know - and more!
We have compiled a list of some of the most frequently asked questions from our customers. Whatever your questions, we hope you find the right answer below!
If not, please do not hesitate to email firstname.lastname@example.org and one of our friendly customer service consultants will get back to you as soon as possible.
If you have an urgent enquiry please call 1300 134 211 or use the live chat function on our site.
How do I order?
Whether you have an account with Educational Experience, or if you are a first-time visitor, you can order online. Simply click on the sign in icon above where you can log into your account dashboard or create a brand new online account. This will allow you order with us online in the future as well as generate edextras rewards points for year-round Fundraising.
Order by Phone
You can contact our friendly customer service team toll free on 1300 134 211 during business hours Monday - Friday 8.30am - 5pm to place your order.
Email, Fax or Post Your Order
Email - email@example.com
Fax - (02) 4923 8299
Post - PO BOX 860 Newcastle NSW 2300
Please ensure you list product codes, descriptions, prices, delivery charge and be sure to add 10% GST. All payment, delivery and contact details need to be included.
When will my item be delivered?
Educational Experience aims to ensure you receive your goods as quickly as possible. For this purpose, we use a broad range of both local and national distributors that best suit the location to which we are delivering.
All our delivery charges include shipping, handling and packaging costs.
Now all of our customers can enjoy an all-inclusive capped delivery cost of $9* right across Australia on every order, every day**.
* Delivery price exclusive of GST
** Additional delivery charges may apply depending on final destination of order, for example if an on-forwarder is required to reach a remote destination. These charges, if applicable, will be advised on confirmation of the order. $9 capped delivery does not apply to new-centre fit-outs.
Our aim is to ensure you receive your goods as quickly as possible. Please refer to our map below for estimated delivery times once your order is shipped from our Sydney warehouse.
- Delivery lead times may vary from time to time and are subject to variation due to unforeseen road conditions or inclement weather.
- Lead times apply to 'in stock' items only
- Lead times are in 'Working Days' from our Sydney warehouse once dispatched
- Some far and remote country locatons have extended lead times
- Peak times may incur a delay
- Extended lead times may apply to oversized items
How do I pay?
We accept payment by VISA, Mastercard, AfterPay and PayPal (online only). You can also use your edextras rewards points to pay for purchases. Find out more about edextras here.
Customers who hold approved accounts with Educational Experience can charge orders to their account during the checkout process.
Payment terms for these customers is net 30 days from the date of invoice for established accounts.
To enquire about setting up an account please contact us here.
Please be advised all new accounts will require the completition of an application form and a credit check and are subject to approval.
What do I do if I need to return my item?
Refund, Return & Repair Policy
This is the Refund, Return and Repair Policy of Educational Experience and applies where you make a purchase online from www.edex.com.au, by phone, fax or with our sales representatives.
At Educational Experience we have a large selection of brands you know and trust. We want our customers to be completely satisfied with their purchase.
We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from Educational Experience, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. We also recommend you immediately inspect any goods that we deliver to you or that you collect from Educational Experience, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. If you have any questions about this policy, please contact our Returns Department.
Consumer Guarantees and Your Rights under the Australian Consumer Law
Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees.
All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
There are nine consumer guarantees that apply to goods you purchase:
- Acceptable quality
- Fit for a particular purpose
- Match description
- Match the sample or demonstration model
- Express warranties will be honoured
- Spare parts and repair facilities will be available for a reasonable time after purchase
- Title to the goods
- Undisturbed possession of the goods
- No undisclosed securities on the goods
Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given. There may be circumstances where you are not entitled to a remedy.
For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.
Before returning any items to Educational Experience please contact our Returns department for a Return Authorisation number. Please note this number (RAxxxxx) under the address so this item can be tracked back to your account. No returns will be accepted without this number.
Change of Mind
Please choose carefully as Educational Experience is under no obligation to provide refunds where you have changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before proceeding with your order.
Educational Experience reserved the right to accept returns under these circumstances as long as:
You have clear proof of purchase, typically an invoice
You return the item within 14 days of purchase
The product and packaging is in its original condition including manuals and accessories;
Item is in re-saleable condition for example original tags and labels are still attached, unworn, unopened or unused and;
The product was not a clearance item
A restocking fee of up to 15% will be charged in these circumstances. The customer will also be charged with any true freight costs for the original shipping and return of the goods if shipped using Educational Experiences freight account.
Goods Damaged in Transit
If any goods arrive damaged, please contact our Returns Department within 48 hours of receiving. Educational Experience will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.
Refunds, once approved, will be made by Educational Experience via the method of payment you used to make your purchase. Refunds will normally be processed within seven (7) days of the item being returned to Educational Experience.
Where Educational Experience considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to Educational Experience will be at Educational Experience’s cost. Any shipping costs related to the return of product for repair or claim for warranty assessment will be at the customer’s expense.
Returns and Repairs
You may return goods we have delivered to you by mail, courier or by contacting our Returns Department. Freight charges for the return of items are at the customer’s expense.
Please retain your invoice/receipt:
In order to obtain a refund, exchange or repair, you must have clear proof of purchase – typically, a receipt or invoice.
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
Goods must be returned to Educational Experience within 21 Days. This time-frame may vary from product to product and may depend on the type of product you purchased and the price you paid.
Goods must be packaged so they are protected against damage in transit. No original packaging/boxes can be written on in any way. Please only write on or mark the outer packaging you are using as protection.
If any goods cannot be easily returned to Educational Experience, due to their size, the fault or because they have been affixed or installed in your premises, please contact our Returns Department and we will arrange an inspection to assess the goods.
Goods returned for repair will be assessed and/or repaired within 21 days (If parts are required from overseas suppliers this time may vary and details are to be provided to the customer). You may be provided with an indicative repair time, which may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which may vary due to reasons beyond our control.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. We may ask you to provide us with limited personal information during the refund or exchange process to assist us to comply with fraud detection processes.
Educational Experience Value Range Double Back Guarantee
We're so confident in our Educational Experience Value range that we've decided to put our name on it, and while we make every effort to ensure our customers are satisfied with the performance of products across the entire range, there are times when products may be defective.
To help you determine whether your product does not meet acceptable satisfaction levels, thereby warranting a refund and replacement, please refer to the following guidelines.
Consistent with the Australian Consumer Law, we recommend you immediately inspect any products that we deliver to you to ensure that the product is;
i) Fit for all purposes for which products of that kind are commonly supplied;
ii) Acceptable in appearance and finish;
iii) Free from defects; and
iv) Safe and durable.
Should any of our Educational Experience Value range fail to be an acceptable quality due to a major failure, you will be entitled to a refund and replacement. A major failure is defined as:
i) The product is significantly different from the description, sample or demonstration model advertised;
ii) The product is substantially unfit for intended purpose and cannot be made fit within a reasonable time;
iii) A reasonable customer would not have purchased the product had they known there was a fault/defect; or
iv) The product is unsafe.
Simply lodge a valid claim with us within 21 days of delivery of a defective product, and you will be entitled to a refund and replacement. You may be asked to submit a photograph of the affected product along with your claim.
Should your claim be valid, we will refund the full purchase price of the product and replace it, either with the same product, or if unavailable, a comparable product of the same price. Freight costs may apply, although this will be confirmed during this claim process
If at any time you feel your consumer rights are being breached or that your claim is being handled unsatisfactorily, please contact our Customer Service Manager, either by calling TOLL FREE 1300 134 211 or emailing firstname.lastname@example.org.
What happens if one of the items I want is out of stock?
Any items which are temporarily out of stock will automatically be placed on backorder, unless otherwise directed. These items will be noted on your packing list and will be despatched to you as soon as they become available. Our delivery charges are apportioned between your original order and subsequent backorder(s).
Why are your prices shown in ex GST?
Prices are subject to change without prior notice. Prices will be confirmed on placement of the order. All prices quoted in our 2018 catalogues do not include GST and are net ex-warehouse Sydney.
All comparative pricing in our catalogues refers to previous published prices in any of our prior publications.
Where can I access the Material Safety Data Sheet for my product?
These are available for selected products, please contact our friendly customer service team on Toll Free on 1300 134 211 for more information.
Why does my item look slightly different to the image online?
As the products on this website may be subject to design/colour change or alteration at any time, Educational Experience reserves the right to supply the current item. All products are designed for the purpose described and must be used by children of an appropriate age under adult supervision when required.
Accessories featured in images are not included unless specified.
Personal Information Collected
As a business to business provider of products and services, personal information collected and maintained by Educational Experience generally comprises of:
Customer name, address, contact details (including phone, fax and e-mail) and trade references;
Names and addresses of the directors, proprietors and owners of corporate customers and any personal guarantors, which is collected as a part of our credit application processes;
Reports from credit reporting agencies
This personal information is collected for the purposes of establishing a relationship with our customers, performing the necessary credit checks in accordance with our credit application processes, providing and marketing our goods and services to customers and receiving payment for the same.
Ancillary to our core business activities, we also collect and maintain records of personal information. For example:
Contractor name, address, licence, contact and emergency contact details which are used for the purposes of managing our various contractors in accordance with the requirements of our customers and our business requirements; and
Potential employee resumes and contact details which are used as a part of the recruitment process for new employees.
We do not collect information about anyone's racial or ethnic background, political opinions, memberships of political associations, professional or trade associations / trade unions, religious beliefs or affiliations, philosophical beliefs, sexual preferences or practices, criminal record or health.
Use and Disclosure of Personal Information
Personal information is used by Educational Experience for its legitimate business purposes, as disclosed at the time of collection. It is also used for ancillary purposes such as locating and identifying you and for servicing our relationship with you.
Your contact details may also be used by us for the purposes of sending marketing correspondence to you. You may make a request to us not to receive direct marketing communications at any time.
Educational Experience undertakes not to sell, rent or trade personal information. We will not disclose personal information to third parties for them to market goods and services to you. We will not otherwise use or disclose your personal information unless the use or disclosure is authorised under the National Privacy Principles. Some examples of where use or disclosure is authorised under the National Privacy Principles are:
where the use or disclosure is required or authorised by or under law;
use or disclosure is necessary to prevent a threat to life, health or safety;
use or disclosure is necessary to investigate suspected unlawful activity, to prevent or detect a criminal offence or seriously improper conduct;
use or disclosure is reasonably necessary for the conduct of or preparation for court proceedings; or
you have consented, either expressly or impliedly, to our disclosing the information about you.
As with most business organisations, Educational Experience relies on third party suppliers (agents) to conduct specialised activities such as mail-outs and the dispatch of internet messages. These agents act on behalf of Educational Experience and do not facilitate their own commercial agendas whilst processing your personal information. While personal information may be provided to these agents to enable them to perform their agreed tasks, such information remains the property of Educational Experience at all times and the agent organisations involved may not use or disclose it for their own purposes.
Personal Information Quality
We seek to keep personal information that is accurate, complete and up-to-date. To assist us with this, please contact us if any of the details you have provided change. Further, if you believe that the information we have about you is not accurate, complete or up-to-date, contact us and we will correct it.
Personal Information Security
Educational Experience is committed to keeping secure the data you provide us and we will take all reasonable precautions to protect your personal information from loss, misuse or unauthorised access or alteration.
We destroy personal information when it is no longer required by us.
Access to Personal Information
On request we will provide you with access to the personal information we store about you, but only to the extent we are able by law, and are required under the National Privacy Principles. If we are unable to give you the access requested, we will, if reasonable, consider whether the use of an intermediary would allow sufficient access to meet both our needs. We will also provide you with the reasons for our inability to give you the access requested. Under the Privacy Act we may charge for our reasonable costs in giving you access to personal information held about you.
Promotional & Marketing Material
We acknowledge and respect an individual’s choice to opt-out of Educational Experience’s direct marketing communications activities. Should you decide you do not wish to receive marketing or promotional materials from Educational Experience, please contact us in writing (via email, fax or letter), being sure to include your name, address and contact details(s), or as directed in any particular promotional material you may receive.
Changes to this Statement
Educational Experience may make changes to this Privacy Statement from time to time for any reason. We will publish those changes on our web site. This Privacy Statement was last amended on 6th May, 2015.
Contact us about Privacy
Please contact us by:
Phone: 1300 134 211 between 8:30am and 5.00pm EST Monday to Friday.