Frequently Asked Questions
How can I make a purchase?
Shopping at ctmcarepackages.com..au is easy:
Go to ctmcarepackages.com.au
To add items in your cart, click on “Add to Cart” for the item you wish to purchase
To change the quantity of the item, change the number in the box under the "Quantity" column
To review the items in your cart, click on the ‘Cart’ link, located at the top right of the page
When you are ready to checkout:
If you have an applicable ‘Promo Code’, enter it and click on ‘Apply’. The total price will be updated with the discount
Once you are ready to place the order, click on ‘Secure Checkout’ and your order summary will appear for your review
Remember to fill in all necessary details and once you have reviewed your order, click on ‘Proceed to Purchase’ then enter your preferred payment method
You will receive a confirmation email shortly after you have placed your order. Your order is not confirmed until you receive a confirmation email
What and where is my order confirmation number?
The order confirmation number is a number that is automatically sent to you after the completion of the purchase and can be retrieved:
In your confirmation email
When you view your “Order Status” under “My Account”
How long does it take to confirm my order?
Orders are confirmed once payment has been completed
Why does my Order Status show “payment pending”? Should I re-create a new order?
Most payments are processed immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 24 hours, please contact us by sending us an email at firstname.lastname@example.org. Please do not re-create your order to prevent duplication.
Can I amend my order after it has been confirmed and paid for?
Unfortunately, we are unable to amend orders once it is paid. Please review your cart before completing your orders
Can I cancel my order?
Unfortunately once your order has been paid we cannot cancel your order. If you would like a refund for received goods please see our refund policy. Only items showing in your Order Confirmation will be shipped unless the items are Out of Stock. To check the status of your order, please login to your account at My Account, click on “my account” in the top left hand corner of the page, click on “my orders” on the left hand side of the page, and then view your most current order.
May I buy products directly from your office?
All purchases through ctmcarepackages.com.au will need to be made online.
I am having issues using the coupon/voucher code
Please check if:
The coupon/voucher code has expired
Coupon/Voucher is for one time use only
Each order can only use 1 coupon/voucher
The coupon/voucher is not valid for items that are already on sale
Coupon/Voucher is not valid with other promotions and discounts
Can I order through phone?
Although we love talking to our customers all purchases through ctmcarepackages.com.au will need to be made online.
What do I do when items in my cart are Out of Stock?
We know how annoying it is when your favourite items are out of stock. In the event that your care package is unavailable, please click the “Remove” tab located under the specific item. This will not affect the rest of the items in your cart.
When will the item be back in stock?
If you are wanting to order an out of stock care package please email email@example.com to check if there is any stock being re-ordered. CTM may re-release a care package if it is a popular request.
We will process a refund if any items in your order are Out Of Stock.
I am facing problems ordering through my mobile device.
Ctmcarepackages.com.au is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging on again. If you continue to face problems, please send a screenshot of the error to firstname.lastname@example.org and we will assist you.
What do I do if I receive a faulty item or have a problem with an item ordered?
Please contact us immediately at email@example.com with your order number, details and an image of the faulty or wrong items received.
Please do not discard the items as we will need damage and incorrect items to be returned to us.
Is it safe and secure to shop at ctmcarepackages.com.au?
Ctmcarepackages.com provides a safe and secure shopping experience. We work with Neto's payment security solutions to keep your personal information secure and private during the entire checkout process.
What kind of payment method may I use at CTMcarepackages.com.au?
Credit Card (Visa/Mastercard/AMEX)
What is Afterpay?
Afterpay is a new payment option that is exclusively available for online and in-app orders only. Afterpay allows Australian residents to have your online orders shipped to you and to pay for each one in four equal instalments, interest free. Think of Afterpay like a modern-day lay-by, except you can receive your order straight away for a quarter of the price! (Or for zero dollars upfront if are an existing customer.)
Who can use Afterpay?
Afterpay is available as a payment option if you: Live in Australia; Are at least 18 years old; Use an Australian credit or debit card to make the purchase.
What will Afterpay cost me?
You will not pay anything extra when you choose to use Afterpay as your payment option, as there is no interest added. You will pay your instalments directly to Afterpay in accordance with the payment schedule Afterpay will send to you via email. If a payment is due but not received by Afterpay in accordance with their payment schedule, a $10 late payment fee will be charged. If no payment has been received after an additional seven days, a $7 fee will also be charged. In addition, because an Afterpay account is linked to your credit or debit card, standard card fees and charges may be applicable. You should refer to your card issuer’s terms and conditions for full details.
What products can be paid for using Afterpay?
Afterpay is available for all merchandise online and on the app excluding items that cost more than $1,200, Gift Cards and eGift Cards.
Is there a minimum or maximum spend for Afterpay?
There is no minimum however, the maximum order value (including delivery) for Afterpay is AUD$1,200.
Do I need to register with Afterpay prior to making my first Afterpay purchase with CTMcarepackages?
No, simply choose Afterpay as your payment method at checkout, and you will be able to create an account before completing your purchase.
Will I need to fill out a credit application form to use Afterpay?
No, because Afterpay is not a credit service provider. Your Afterpay account will be linked to a credit or debit card of your choosing that has already have been approved via your chosen credit/banking provider.
How do I select to pay using Afterpay?
To pay using Afterpay, follow these simple steps:
Browse online, find items you would like to purchase and click the “Add to cart” button.
Click the “Proceed to checkout” button.
Fill out your delivery details.
Select your preferred delivery option from the options available for your parcel delivery.
Apply any discount codes.
Select Afterpay as your payment option and follow all relevant prompts to complete your order.
Who should I contact if I have any questions about my Afterpay account?
You can first review Afterpay’s own “frequently asked questions” on their website at www.afterpay.com.au/faqs for support. If you require further assistance about your Afterpay account you can contact Afterpay directly by sending an email to firstname.lastname@example.org or by calling 1300 100 729.
Can I return items paid for using Afterpay?
Yes. If a product is not right, you can return any item you are unhappy with back to CTMcarepackages in accordance with our standard Returns policy.
What happens if I am unhappy with the product I purchase or I changed my mind?
Shopping online can be tricky, however, we do not refund or exchange orders due to change of mind. If you have any enquiries with regards to what you’ve purchased, please email us at email@example.com.
For returns on faulty goods the returned care package must meet the following conditions:
Please email us at firstname.lastname@example.org for a return address
*Shipping cost will not be refunded by CTMcarepackages and refund will only be via cash voucher. The Credit voucher can be used for online purchases only.
I can't find the answer to my question.
Please email us at email@example.com with any further enquiries.