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FAQ

Frequently asked questions


What are your payment options?

You can pay for your order either by:

Credit Card

Pay for your order in the checkout with your Visa or MasterCard. A receipt will be issued automatically for your records.

Invoice

Request a Tax Invoice and then pay by electronic funds transfer (EFT) or cheque.

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Do you charge GST?

No Goods and Services Tax (GST) is charged.

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How soon will I get my order?

We aim to have your order in the post within 48 hours of receiving of it.

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How do I obtain a Tax invoice / receipt?

There is an option to request a Tax Invoice in the checkout, once you have finalised your order. We will email the Invoice to you and also include a hard copy with your order.
Receipts are automatically issued for payments by credit card.

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Why is there a surcharge for orders outside of Victoria?

DVRCV is funded by the Victorian Government to provide resources statewide.

We charge an additional amount for interstate orders to cover the extra cost of print, postage and handling.

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Are there extra costs for postage or handling?

For orders for delivery within Victoria there are no additional postage or handling charges, beyond the unit price of each resource.

Interstate orders incur an additional 40% charge, above the overall purchase price, to cover the cost of print, postage and handling.

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Can I place my order by email, fax or post?

Yes, you can order resources by downloading the DVRCV Resources Order Form (PDF), filling in your order and sending it to us by:

Email 

Scan your order and email to dvrcv@dvrcv.org.au

Fax

(03) 9486 9744

Post

292 Wellington Street, Collingwood VIC 3066

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What is SHS funding (for DVRCV Advocate magazine subscriptions)

DVRCV Advocate is sent to all domestic violence & housing services funded under the Victorian Government’s Department of Health & Human Services SHS Program, free of charge. SHS (formerly SAAP) stands for Specialist Homelessness Services. If you are unsure about your SHS status, please check with your organisations Finance Officer or Administration Coordinator.

Please contact us if you are not currently receiving your copy, or if you would like to receive two copies for your organisation.

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What is the ‘plain envelope’ (checkbox) option in the checkout?

We can send your order in a plain envelope/packaging that does not identify it as coming from a family violence service. We will not include our name and address on the packaging. This might be suitable if you are experiencing family violence.

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How can I access electronic (PDF) versions of resources?

You can locate electronic versions of our resources and publications in the Our Publications section of our website.

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How do I subscribe or unsubscribe from the e-news?

You can subscribe to the DVRCV e-news by entering your email address into the subscription field in the footer of this website, and clicking ‘Subscribe’. If at any point you would like to stop receiving our (occasional) updates, you can use this unsubscribe link.

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What security measures are taken to protect my information?

Data encryption

Our store utilises an SSL certificate that uses industry standard 256-bit encryption technology to keep your information secure. This is the same level of encryption used by large banks.

Payment gateway

DVRCV uses Shopify’s own payment gateway, Shopify Payments (powered by Stripe), to process credit card payments.

PCI compliant

DVRCV’s store is certified Level 1 PCI DSS (Payment Card Industry Data Security Standards) compliant. PCI compliance ensures that merchants provide the maximum security when processing customer payments or handling customer data.

Your privacy 

We do not share or reveal your personal information with any third party. Contact information is used solely for the purpose of processing your order.

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International orders

Please email dvrcv@dvrcv.org.au to request a quote for international delivery (outside of Australia).

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What if I need assistance to place my order

If you need any support to place your order, please contact us and we would be happy to help.

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Do you have a question not answered here or wish to provide feedback?

You can call us on 03 9486 9866. We are here 9-5 AEST weekdays. At other times leave a message and we will call you back.

Alternatively, you can send us an email at dvrcv@dvrcv.org.au.

We welcome any feedback you would like to give us in relation to our resources or the ordering process. 

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