• Frequently Asked Questions

    Answers to frequently asked questions to assist you with your purchase. If you cannot find the answer to your question here, please contact our Customer Support Team.

    Contact Us: - (Show below)- (Hide below)

    Please complete our Contact Us Form

    Terms & Conditions - (Show below)- (Hide below)

    Please view our Terms and Conditions

    Privacy Policy - (Show below)- (Hide below)

    Please view our Privacy Policy

    Returns Policy - (Show below)- (Hide below)

    Please view our Returns Policy

    How to Search for Products: - (Show below)- (Hide below)

    InfoStore provides you with several ways to find the right Standard to meet your needs. The search works in the same way as search engines by returning relevant results based on the keywords you entered.
    Simple Search– enter the Standard number or keyword in the Search field at the top of the page. You can also search by Category or Publisher.
    Browse by Category– Click Browse Categories at the top of the page and then select Standards.

    Narrowing Search Results – Using the Search Filter - (Show below)- (Hide below)

    To narrow your search results, use the filters on the left hand side of the Search Results page. The options available include Publisher, Publication Status and Category.

    Pricing & Surcharges - (Show below)- (Hide below)

    Pricing information can be viewed on the Product Details page. Select the product you are interested in on the Search Results page to see all available format options and pricing. Applicable VAT and Shipping charges are calculated during checkout.

    Downloading Free Standards - (Show below)- (Hide below)

    Some Standards are available in PDF format at no cost. To access these standards, search for the applicable title, then proceed as if you were to buy the product, and it can be obtained free of charge.

    Postage & Handling - (Show below)- (Hide below)

    Postage costs are calculated by our shipping provider based on the size and weight of the product that is being dispatched. Postage takes up to 10 working days for most products, but can take up to 4 weeks for some special international publications.
    Please contact us to find out more.

    Updating Shopping Cart - (Show below)- (Hide below)

    You can make changes to your order while it is in the Shopping Cart.
    To change the quantity ordered, use the quantity drop down list, and select the required quantity. The pricing will automatically update.
    To remove an item from the Shopping Cart, click the ‘X’ icon next to the item you no longer want.
    From time to time, we will offer promotions on Standards and a promotion code will be supplied. Enter this code in the Promotional Code field in the Shopping Cart and then click on Validate.

    Promo Codes - (Show below)- (Hide below)

    A promo code is a character mix that will be given to you through various marketing methods. The code when entered at Checkout, will discount a certain or collection of products. The promo code field is case sensitive.

    With respect to Contracts and products other than Australian Standards on the InfoStore, where SAI Global does not have exclusive rights to the copyright, or where products or subscriptions are being heavily discounted below usual retail prices, promotional discounts may not be available.

    Save a Quote - (Show below)- (Hide below)

    If you require sign off or approval before you purchase, you can generate a quote directly within the site. Once you have added all the items you need to your Shopping Cart, click Save as Quote.
    The quote will be generated on screen including a Quote Number and a date that the quote is valid until.
    Quotes are valid for 14 days from the date they are created. You can print or email the quote from this screen.
    When you are ready to proceed with the order, select Quotes from the My Account/Login menu, at the top of the page. Locate the quote you need and click Proceed to Checkout.

    Payment Method - (Show below)- (Hide below)

    You can pay for your order by one of these methods:
    On account (Customers with a financial account)
    Credit Card.

    Purchase Order Numbers - (Show below)- (Hide below)

    You will be asked for a purchase order number when you place an order over the phone with our Customer Service Centre. If you do not use purchase order numbers, we will record the name of the person placing the order. The purchase order number or contact will be quoted on your invoice or receipt.

    Should I Register - (Show below)- (Hide below)

    Customers do not need to register on the website to purchase any product. However there are the following benefits of registering:
    Ability to save quotes of products within the cart
    Once registered, the checkout process will pre-fill with all you registered details.
    You can also elect to receive communication from our Marketing team, with a sales, promotions or new product information

    How do I log in - (Show below)- (Hide below)

    To log in, click on Register / Log in at the top right of the page and enter your user name and password as prompted

    How to Manage your User Profile - (Show below)- (Hide below)

    1. Click the login icon and login to your InfoStore profile
    2. Click the My Account/Login icon, and then select Account Details from the Menu
    3. Make the required changes to your account
    4. To save the changes, click Update My Account

    Watermarks - (Show below)- (Hide below)

    When you purchase a pdf document from us, it will come watermarked with the name of the person who purchased the standard, and the download date on each page of the publication (in the left margin). It shows that you are the rightful licensee of that publication. This process helps us to protect the copyright on standards and gives some control over the level of distribution of the documents

    Previewing a Publication - (Show below)- (Hide below)

    Most publications can be previewed before they are purchased. From the Product Details page select Preview next to the product image.
    A PDF document will open providing the table of contents for the document and selected other information to help guide you in choosing the right publication for your needs.

    Understanding Product Information - (Show below)- (Hide below)

    On the Product Details page you will find information about the publication that will help guide you in choosing the right product. All product information is stored in an accordion format and if selected, all product information will drop down to view. This includes
    Document Type
    Document Status
    Details of what is under revision
    Which publication it supersedes
    What amendments to the publication exist
    Any product specific details
    Notification if the publication is referenced in legislation
    An Abstract of the publication
    The scope of the publication
    How to publication is applied
    The history of the publication
    Details of which other Standards are cross referenced within the publication
    The formats that the publication is available in and their prices 

    Missing Products - (Show below)- (Hide below)

    Because most of our documents are printed on demand, it is rare that any item you require will be out of stock; however when there is insufficient stock your order may be delivered without the out of stock product. The item will be placed on back order and shipped to you as soon as it is in stock.

    Please contact Customer Service if you have any other enquiries about missing products.

    Returns Policy - (Show below)- (Hide below)

    View the returns policy here.

    How to Request a Refund - (Show below)- (Hide below)

    Refunds are offered in accordance with our Returns Policy. View the returns policy here.

    Replacing Lost Orders - (Show below)- (Hide below)

    If you haven't received your goods within the expected timeframe advertised on the Product details page of the product ordered, please contact us.

    Privacy Policy - (Show below)- (Hide below)

    Your privacy is important to us. View our Privacy Policy to understand what customer data we collect, how it is stored, how it is used and how you can choose the ways you want to be communicated with.

    Manage your Privacy preferences - (Show below)- (Hide below)

    1. Click the login icon and login to your InfoStore profile
    2. Click the My Account/Login icon, and then select Account Details from the Menu
    3. Make the required changes to your account
    4. To save the changes, click Update My Account

    What does each Publication Status mean? - (Show below)- (Hide below)

    The latest, up-to-date edition.

    Available Superseded
    An Available Superseded Standard is one, which has been made available for a period of time although it has been formally superseded by another Standard. Its availability is maintained where it is referenced in legislation/regulations or in other Standards and its use should be restricted to where so referenced. No responsibility is taken by SAI Global as to the ongoing technical validity of such a Standard, the responsibility resting with the referencing authority.

    A superseded Standard is one, which is fully replaced by another Standard, which is a new edition of the same Standard.

    A Withdrawn Standard is one, which is removed from sale, and its unique number can no longer be used. The Standard can be withdrawn and not replaced, or it can be withdrawn and replaced by a Standard with a different number.

    A document that is past its comment period, but has not been superseded and where it is unlikely the project or product will go ahead.

    “Obsolescent” indicates that the Standard is not recommended for new equipment or as a current practice, but it is retained in order to provide for servicing of existing equipment or requirements.

    A redesignated Standard is one that has had its number changed. This could be the main number, the part number or the sub-part number.

    A document that has not been superseded, but where the project or product is no longer required.