FAQs

ACCOUNT QUERIES: 

  1. How do I set up my account?
    Once your account is created in the system, you will receive a welcome email from Club Connect.
  2. Click on “Password reset”. You will be redirected to the Club Connect home page. 
    1. Click on “Forgot your password” and enter your email address
    2. You will shortly receive a second email with your password change request
    3. Click the URL provided in the email and you will be redirected to the password reset page
    4. Create a password to finish setting up your account
    5. Once you have changed your password, you will be redirected to the home page. You will now be able to log-in using your email address and password
  3. How do I add a new address to the portal? 
    1. Click “Account details” in the top right corner followed by “Address Book”
    2. Click “Add new address”
    3. Enter in the details and click “Save” 
    4. If you would like your order to be delivered to an address you’ve just added, please change your delivery state (select the cart followed by “Change State”)
  4. How do I charge an order to my account? 
    1. When placing your order, select “Pay with Club Connect Credit”
  5. How do I view my order history? 
    1. Click the “Account details” icon in the top right corner followed by “Orders”. Here you’ll be able to view all of the orders you have placed
    2. You’ll also be able to toggle between the orders you have placed and all orders placed by all users on the account
  6. How do I create an order template? 
    1. Click on ‘Account details’ and select the “Favourites” tab followed by “Create new favourite”. Enter the name and click “Save”
    2. Click the three dots next to the list and select “View”
    3. Search the SKU or Product Name
    4. Select the products you would like to add and click “Add to list”
    5. To add products from your favourites list to your cart, select them and click “Add to cart”
  7. How do I check my contra balance?
    Your balance is on display in the header of the website. To access the history, click on the “Account details” icon in the top right corner followed by “Club Connect Credit History”. Here you will be able to view the order number and charge to your contra (debit). You will be able to cross check this to your orders under the “Order” tab.
  8. How do I manage users on my account? 
    1. Select the ‘Account details’ on the top right corner followed by “User Management”. 
    2. If you would like to add a user to your account, select “Add new user”, fill in their details and click “Save”. The user will receive a welcome email and be able to create their account following the steps on page 2.

ORDERING 

  1. How do I place an order? 
    1. Once you log into the home page, you will be prompted to choose your delivery state
    2. Choose your delivery state from the dropdown menu.
      Note: If your delivery state isn’t visible, you can add a new address to your portal. Please refer to “3. How do I add a new address to the portal?”
    3. Add the products you’d like to your order. Please note, products will show as available depending on your chosen delivery state. For example, if you would like an order to be delivered to VIC, this will pull inventory from the VIC warehouses.
    4. If you have selected the wrong state and wish to change it, this will reset your cart once amended. 
    5. Click the cart in the top right corner and select “Checkout”. 
    6. Choose your shipping address from the dropdown menu. 
    7. Select your shipping option. Please refer to the “Delivery options” questions in the “Ordering” section for more information on free and on demand shipping. 
    8. Select your chosen delivery date and delivery time. Available delivery dates for your address will be visible from the calendar.  
    9. Once you have selected your delivery date and time, click “continue”. You will then be taken to payment options.
      To pay for your order with contra / credit, select “Pay with Club Connect credit”. 
    10. Enter any delivery instructions into the field. Please note, notifications of deliveries will go to the user placing the order. If you would like the driver to notify someone else on arrival, or have any specific delivery instructions, please write the contact name and number alongside relevant instructions here. 
    11. Click “Place Order”.  You will be notified of your order number and receive a separate confirmation email.
  2. What are the delivery options and cut off times?
    1. FREE DELIVERY:
      Clubs are able to select Monday – Saturday and a three hour delivery window (10am – 1pm, 1pm – 4pm, 4pm – 7pm).
      Orders must be placed by 1pm for delivery two days later. For example, order by 1pm Monday for delivery on Wednesday.

      NOTE: An additional 24 hours is required for delivery to Tasmania (order 1pm Monday for delivery on Thursday).
    2. ON DEMAND
      Forget to place your order and need it tomorrow? We have an on-demand option for next day delivery. Order by 5pm for delivery the next day between 1pm – 5pm.

      Clubs will be offered one free on-demand each month which will be able to be redeemed by entering a coupon code at check out. The code each month will be displayed on the websites banner. Otherwise, on-demand will be $15 and must be paid for with a credit card (you are unable to use your contra balance for this charge).

      NOTE: On demand is only available in VIC, NSW & WA.
    3. WINE E-PARCEL
      Wine e-parcel is available for NT and Far North QLD only. Deliveries will be sent via Australia Post Wine e-Parcel. If you would like an order delivered to this address, please allow 3-10 business days for your order to be delivered. You will not be able to select a delivery window for these orders.
  3. How far in advance can I place an order?
    Orders can be placed up to two weeks in advance. The available delivery dates will be dark grey – you can choose from the available dates.
  4. Can I amend products on my order after it has been placed?
    Unfortunately orders cannot be amended once placed, so please ensure you review your cart prior to placing the order and choose the correct items and delivery address.

    If you would like additional items, simply place another order and select the same delivery date / time and the orders will arrive together.

    if you would like to remove items from your cart prior to placing an order:
    1. Select “Edit Cart” 
    2. Click on the “X” to the right of the product and when prompted select “OK”. This will then remove the item from your cart.
       
  5. How are stock levels determined?
    Stock levels are determined by your chosen delivery state. Please ensure that prior to adding items to your cart, you have selected the correct delivery state.

    To check what delivery state you have selected, click on the cart in the top right corner.

    If a product is unavailable in your state, you will not be able to add it to your cart.
  6. How do I ensure that my full order will be delivered?
    Once you place an order (regardless of how far in advance the delivery date is), the warehouse team will pick your order and place it to the side.

ORDER TRACKING

  1. You’ll receive an email confirming your order has been placed
  2. The night before your order is scheduled for delivery, you’ll receive a SMS including a tracking link to follow the delivery
  3. You’ll receive a SMS when the delivery is ‘nearly there’
  4. And a final SMS once the order has been delivered

Note; if you place an order delivery to a different location to the default, you (the person who placed the order) will receive the tracking SMS and links. The SMS will be addressed to the person receiving the order.

       

ANY QUESTIONS?

Please contact the Asahi Partnerships Lead in your state, or email admin@clubconnect.net.au