FAQs
General
- Sign in to your account and navigate to Addresses.
- Select the address you want to modify. You can also set an address as the default for faster checkout.
- Save your changes by clicking Save Changes.
To stop receiving promotional emails from Carson Screens, open any promotional email you have received and click the unsubscribe link at the bottom of the email.
You can then manage your newsletter and promotional preferences or opt out of all promotional emails. Unsubscribing does not apply to transactional emails, such as order confirmations and delivery updates, which are automatically sent when you place an order.
Sign in to your account and navigate to Manage Account.
Click Change next to your name and email address in the Your Details section. Make the required updates and click Save.
If you are having trouble signing in to your Carson Screens account or have forgotten your password, use the password reset option on the login page.
Enter your registered email address, and we will send you a link to create a new password.
Yes, we would be happy to discuss your requirements. You can meet with us in person or speak with us by phone or video call.
To contact us or arrange a consultation, visit carsonscreens.com.au.
Payment
We accept Visa, Mastercard, American Express, credit and debit cards, PayPal, Apple Pay, Afterpay, Zip, and Carson Screens gift cards.
Yes, we accept Afterpay for orders up to $2,000. Choose Afterpay at checkout, and you will be redirected to sign in or create an Afterpay account. Approval is subject to Afterpay's terms.
Yes. Interest-free payment options may be available through services such as Afterpay or Zip. Available options and eligibility will be shown at checkout.
Order
Sign in to My Account using the link at the top-right of the website or in the footer to check your order status.
We work efficiently to pack and dispatch orders as quickly as possible. If your order has not yet been packed, we may be able to cancel it.
Some orders cannot be changed or cancelled once they have been accepted by Carson Screens.
To cancel a delivery order that has not yet shipped, please contact us. Click-and-collect orders may be cancelled before collection.
Check your order status through My Account and confirm whether all items have shipped.
If your package shows as Shipped and more than seven working days have passed since the shipping date, please contact customer service for assistance.
Please contact our customer service team for support.
You can also check the product documentation for a list of included accessories or parts supplied by the manufacturer. If any listed items are missing, contact us for assistance.
Backordered items are currently unavailable from our suppliers, so we may not be able to provide an exact restocking date. Once the items become available, we will ship them to you promptly.
Shipping
At this time, we only deliver within Australia.
Shipping is calculated automatically before you submit your payment information.
Add the items to your cart and proceed to checkout to view the available shipping methods and their prices. We will ship your order shortly after receiving payment.
Carson Screens Purchase Policy
- If a return is due to a defective product, Carson Screens will replace it with a new unit at no cost, subject to our DOA policy.
- Returns for non-defective products may incur a 25% restocking fee. This fee may cover delivery, redirection, financial, and handling costs resulting from the return.
- All returns must include a valid Return Merchandise Authorization (RMA) number provided by Carson Screens. The RMA number must be clearly written on the return label.
- In accordance with Department of Fair Trading guidelines and industry practices, refunds or exchanges may not be available where goods have been used or removed from their original packaging, unless the return has been authorised by Carson Screens.
- When we authorise a return, we may ask you to send the product using registered post and prepay the postage. You are responsible for loss or damage during transit unless otherwise agreed.
- Carson Screens is not responsible for parcels lost or damaged in transit when the shipment has not been insured.
- Order cancellations must be requested as soon as possible through carsonscreens.com.au or by contacting us.
- If a product has already been ordered from a supplier, held, or shipped, a 25% restocking fee may apply.
- Carson Screens may refund an order when delivery is unavailable for the supplied postcode. Some remote or regional areas may not be covered by standard delivery offers. Please contact us for a delivery quote before purchasing when you are unsure.
- If your product fails within the manufacturer's DOA period, usually seven days, Carson Screens may offer an immediate replacement after the faulty unit has been returned and assessed.
- All returned goods must include a valid RMA number provided by Carson Screens.
- Where applicable, Carson Screens may arrange and pay for the faulty product to be collected by a courier during normal business hours.
- You are responsible for ensuring someone is available during the arranged collection time.
- If the product is not directly replaceable, Carson Screens may replace it with a similar product or issue a refund at its discretion.
- Once the item has been returned and confirmed as faulty, the replacement will be shipped at no additional charge.
- If your product fails within the warranty period but after the DOA period, please contact Carson Screens for instructions.
- Depending on the product warranty, you may be asked to return the item to Carson Screens or to the nearest authorised service centre for repair or replacement.
- You are responsible for returning the item to the designated service centre unless otherwise agreed.
- Warranties are valid within Australia and may require proof of purchase from Carson Screens.
- Extended warranty plans may be available for selected products.
- Extended warranty coverage begins after the manufacturer's warranty has ended.
- Please contact Carson Screens before returning any goods.
- Where the plan includes collection, Carson Screens may arrange for a courier to collect the faulty product during normal business hours.
- You are responsible for ensuring someone is available during the arranged collection time.
- If the returned product is found not to be faulty, you may be responsible for shipping and assessment charges.
- Please contact Carson Screens before returning any goods.
- All returned goods must include a valid RMA number supplied by Carson Screens.
- In accordance with Department of Fair Trading guidelines and industry practices, refunds or exchanges may not be available where goods have been used or removed from their original packaging, unless authorised by Carson Screens.
- If you receive the wrong item, please notify Carson Screens within 24 hours of delivery.
- Do not open incorrectly supplied items, as opened goods may be treated as accepted and may not be eligible for return.
- Carson Screens does not offer refunds, credits, or exchanges for incorrect, incompatible, or unsuitable purchases. Please review the product details carefully before ordering.
- Shipping costs and financial charges are generally non-refundable.
- Cancellation of specially ordered items may incur a 25% restocking fee.
- Carson Screens retains ownership of goods shipped in error or where payment has not been made in full.
- Carson Screens uses secure payment providers to process online card transactions.
- Online payments are processed through encrypted and secure systems.
- Payment authorisations are typically completed immediately.
- Carson Screens cannot view your complete credit card number.
- Transaction data is protected using SSL encryption.
- Payment information is handled by authorised payment processors and is not stored directly by Carson Screens unless explicitly stated.
- Funds are transferred securely from your payment provider to Carson Screens.
- Carson Screens is committed to providing quality products and customer service.
- After placing an online order, you will receive an email confirmation using the email address supplied during checkout.
- We aim to confirm receipt of your order shortly after it is placed.
- We aim to keep product availability and pricing accurate. If an ordered item is unavailable, we will contact you to arrange an alternative, place the item on backorder, or issue a refund.
- In-stock products are generally shipped using an insured courier or postal service.
- Delivery times may vary by location. Metropolitan deliveries are usually faster than deliveries to regional or remote areas.
- To ask a delivery question or check your order status, contact Carson Screens or visit carsonscreens.com.au.
Pricing & Billing
All prices include 10% GST in accordance with Australian taxation laws. A tax invoice is provided with your delivered products for all purchases.
Sign in to My Account using the link at the top-right of the website or in the footer to review your orders.
You can compare your order history with your financial records. For further questions or concerns, please contact customer service.
Sign in to My Account using the link at the top-right of the website or in the footer to view and print your order details.
Alternatively, contact Carson Screens customer service to request a copy of your tax invoice.
Credits usually take 7-10 business days from the date we receive your returned item or items.
Your credit card will usually be charged within 24 hours before your order is shipped.