Frequently Asked Questions

How Can I Pay?
We accept payments online from any credit (Visa or MasterCard) or debit card as long as the card has a 3 digit security code on it. The debit card that you use to pay for goods at the supermarket is suitable as long as it has some numbers printed on the back of the card near the signature strip – some cards do, some do not. The last three of these numbers (known as the CV2 or security code) are required to make a payment online. If you don’t have an applicable card we suggest requesting to use the card of a friend or family member or contacting your bank and asking them to issue you with a card that features this security code.
Why hasn't my order arrived yet?

All orders are despatched via Australia Post from our premises in Melbourne. Once the orders have been despatched, we are unable to control the delivery process, however we will do whatever we can to rectify any problems caused by delayed delivery. Please remember that delivery time is estimated and depending on the size and amount of items in your order, may take several days to arrive, particularly during peak periods. Please make sure you allow enough time for your cards to arrive - have a look at our Delivery and Postage information to find out more. It is always better for an order to be 1 day early than 1 day late. If your order has still not arrived after the delivery times listed have passed please contact us.

I placed an order for several items and have received one package without my full order in it.

When it comes to despatching your items, our system is set up in a way that we will attempt to package items together. However items of different sizes and different types will often be despatched separately. Rest assured that when we do split your order the cost of this is always covered internally by us. Your other items are on their way to you and should arrive within the estimated time given by Australia Post. If some of your order has still not arrived after the delivery times listed have passed please contact us and we will organise for them to be reprinted.

Why am I having payment problems?

If you receive an error message on screen, try to enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you continue to see the same message, please do not continue to click the checkout button – if you attempt four payments in quick succession this will trigger a velocity check because the system thinks you are trying to hack the card and the system will refuse all further attempts for the next 2 hours in an attempt to prevent card number generator fraud. Either try another credit card or leave the order in your shopping basket and come back to the site in two hours. After two hours the lock on your card will be released. Come back to your Card & Caboodle shopping basket and try to process the payment one more time and if you still have a problem contact us. If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know the difficulty.

Can you send orders overseas?

Unfortunatley we can only send orders to addresses within Australia. 

I've noticed a mistake, can I change my order?

You can change (or cancel) your order providing it hasn’t already been confirmed. If the order has been confirmed, click here to contact us and we’ll do our best to sort it out for you.

Is entering credit card details online safe?

All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Check out our privacy and security policy if you’d like to find out more. Once you are happy with an order in your shopping basket, press the checkout button. After making this selection you will be taken to a secure page to enter your credit card details. Different browser show the page security in different ways but you should be able to see a padlock somewhere on the screen to represent this and the URL will change from HTTP:// to HTTPS://. If you’re still worried about security you may want to shop at one of our physical store sites. Locations can be found at the bottom of this page. 

How can I check the status of my order?

Please contact us by email:


I've forgotten my username/password!

When registering with us you will have chosen a password - don’t worry if you’ve forgotten it! We can give you a new password at any time - for security reasons, we don't keep a record of passwords but we can email you a new one. Just click on "forgotten password" when checking out. You should receive an email from us instantly containing a new password and you will be able to login once again - make sure you enter your new password accurately as all passwords are case sensitive. Once you’ve logged in successfully, you can change your password at any time by clicking on My Account at the top of the screen, then the Account Details Menu and selecting "change password". Your username is in most cases the email address you registered under. If you cannot remember this or need further help, please contact us.

Is GST included in the cost of purchase?
Prices shown include GST for all orders. An invoice including GST amounts will be emailed to you upon order confirmation.

Payment and personal details security.
Security is an important priority for us and we are committed to protecting your privacy. We use the most up-to-date technology available to protect your personal details. To avoid the risk of computer fraud, your credit card number is not stored in our system at any point in the payment process. Please see our privacy and security policy for further information.
I get a session error while trying to order.

All Internet Browsers - such as Internet Explorer - have time out functions. When you login to Card & Caboodle you start a session on the site. If your session remains inactive for a period of time, normally about 20 minutes, you will unfortunately lose the card you are working on. Sessions are used for security purposes - especially when logging in and when accessing sites such as Internet Banking. If you receive a session error while ordering an item on the site, you will need to locate the item again and add it to your cart.

I am having problems placing an order.
Unfortunately we do find that some customers who view the site using Internet Explorer on a Mac experience difficulties. These difficulties can include, being unable to select a despatch date beyond the 13th of the month, and not seeing or being able to select addresses to despatch a card direct to a recipient. We recommend that you try using the Mac standard browser Safari, or a free downloadable browser such as Firefox to access the site as this may alleviate your difficulties. If you are in the middle of ordering and experience problems selecting an advance despatch date, simply select any despatch date and place the card in your shopping basket. Once an item is in your basket it is saved and you will be able to contact us to alter the date (just make sure the item remains in your basket - do not press checkout).
Can I send orders to someone other than myself?

If you would like to send an order directly to someone else, please enter the name and address of the recipient at checkout. We will have the order despatched directly to them.


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