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1) |
What if I encountered an error while trying to make an online payment or received a transaction failure email?
Please contact your Credit Card issuing bank to check if the payment went through successfully. You may wish to check on the payment status of your online transaction by specifying the transaction date and time, with the issuing bank.
Should you require further assistance, please click here. |
2) |
How do I track my order online?
For orders placed before 9am: An email with the subject title "Shipment Status of Your Creative Order" will be sent to your registered email address at 11am on the next working day. Click on the tracking link to get the latest delivery status through our delivery agent's " Track & Trace" system. |
3) |
How do I check my order history?
Login to your Customer Account and select the "My Account" option. From the list, select "Order History". Check your order history now? |
4) |
What are the payment options available?
Currently only MasterCard and VISA credit cards, excluding Corporate MasterCard and VISA credit cards or MasterCard and VISA credit cards issued in the United States of America, are accepted at the Creative Online Store. All the prices are listed in Australian Dollars and are inclusive of the prevailing Goods & Services Tax (GST). All orders will be calculated and billed in Australian Dollars. |
5) |
Will there be any sales tax?
All prices listed are inclusive of the prevailing Goods & Services Tax (GST). |
6) |
I am a visitor in Australia. How can I make a claim on my sales tax (GST)?
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7) |
What should I do if the item I bought is damaged at the point of delivery, or if the wrong item has been delivered?
i) For product purchased from the Creative Online Store
At the time of package arrival, we recommend that you check the condition of the product before signing off. Should you notice any defects on the product, or if the wrong item has been delivered, please highlight that to the delivery personnel and do not accept the product. If you have already signed for the item, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from authorized distributors/resellers
We recommend that you contact the place of purchase first. You could bring your product to the shop for an exchange, if it's legitimate. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
8) |
There's a missing item from my delivered package!
 i) For product purchased from the Creative Online Store
Please check against the packing slip that was included with your shipment, or the package contents indicated on the box to verify and identify the missing item.
Alternatively, you could also verify the package contents via our website at http://au.creative.com/products. Choose the relevant product category and select your product. Thereafter, click on the "Package Contents" tab.
If there's any discrepancy, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from authorized distributors/resellers
After checking against packing list/website as advised above, we recommend that you contact the place of purchase first. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
9) |
How do I sign up for a Creative Online Store account?
It's simple, just click here and fill in the mandatory fields to create an account. |
10) |
I am a member of the Creative Online Store.
i) How can I edit my details on my Creative Online Store account?
Login to your Creative Online Store account at https://au.store.creative.com/service/.
Click on to "My Account", from the list, select "Edit Profile" and you can then make any desired changes.
ii) I have forgotten my login password. How do I retrieve it?
Simply key in your email address here and your password will be sent to your email account. |
11) |
I would like to learn more about online shopping.
i) How do I add items to my cart?
To purchase any products at the CREATIVE Online Store, simply click on the "Add to Cart" button next to the item. You will be directed to the Shopping Cart page where you can view all the items added to your cart, edit cart, save the items for checkout later or proceed to checkout. To shop for more products, click "Continue Shopping".
ii) I'm done shopping. How do I complete my purchase?
When you are done shopping, review your shopping cart by clicking "Cart" and then click "Proceed to Checkout." Login to your account to begin with the checkout process. You will have to sign up for an account if you have not registered before. During the checkout process, you will be asked to enter details such as shipping address, shipping method and payment information.
Before you submit your order, you will have the opportunity to review a detailed order summary, including your shipping and billing information, the products you have ordered and the total order amount (including discounts, if any). When you have verified these details, click "Continue Checkout" to complete the checkout process. We will process and ship your order as promptly as possible.
iii) How safe is it to shop at the Creative Online Store?
We want you to feel completely comfortable when shopping with us, and have gone to great lengths to protect your security and privacy. We are using the Secure Sockets Layer (SSL) that creates a secure online shopping environment by authenticating your connection and encrypting sensitive information before it is sent over the Internet.
When you enter a secured portion of our website, an image of a closed lock or a solid key should appear in the bottom bar of your browser window. If you click on this image, a small popup window displaying site security information will appear. This digital certificate, obtained from VeriSign, Inc. - a leading provider of Internet trust services - guarantees that your personal information is being transmitted in a secure (encrypted) form to Creative's server and not to some unknown or unauthorized server.
Your personal information is protected by the password you created when you registered for an account at our Online Store. Please keep this password confidential. No representative of Creative Technology will ever ask you for your password. The confidentiality of your password is yours to protect. If you are a registered customer and wish to change, modify, or delete any of your personal information - including your name, email address, password, or billing/shipping information - you can do so by logging in to your account online.
iv) Will I get any confirmation upon submitting an online order?
Yes, you will receive an email confirmation for your order. This email should include your order confirmation number, order summary, estimated delivery date, means of order tracking and other information that you might find helpful regarding your online purchase.
v) What if I do not receive any order confirmation email?
1. Check all the folders in your email account (especially the spam/bulk folder).
2. Include esales@ctl.creative.com to your address book or list of permitted senders.
3. Login to your account and check order history.
vi) How do I edit my shipping address?
Login to your Creative Online Store account at https://au.store.creative.com/service/.
Click on to "My Account", from the list, select "Edit Profile" and you can then make any desired changes.
vii) Can I make changes to my order?
All goods sold are non-exchangeable and non-refundable. We have a no-cancellation order policy. However, under special circumstances, we may review on a case-by-case basis. Please refer to the Terms & Conditions of Sale for more details.
viii) Will there be any sales tax?
All prices listed are inclusive of the prevailing Goods & Services Tax (GST).  |
12) |
How do I check the delivery status of my online order?
Click here and enter your Creative online order number and email address. The same link is also available in your confirmation email. Alternatively, you may contact our dispatch agent and furnish your order number. |
13) |
What are the delivery/shipping charges for online orders?
Delivery is FREE for all orders amounting to AU$149 and above.
For orders below AU$149, a delivery charge of AU$10.50 (inclusive of GST) is applicable. |
14) |
Do you ship to international addresses?
We currently provide delivery to addresses within Australia only. However, we do not deliver to P.O. Boxes, hotels or motels.
For deliveries to other countries in Asia, please choose the destination country:
- Japan
- Hong Kong
- Singapore
If you reside in US, Canada, Mexico, Central, or South America, please visit Creative Labs, Inc.
If you reside in Europe, please visit Creative Labs Europe. |
15) |
Can orders be shipped to an address that is different from my billing address?
Yes, your shipping address does not have to be the same as your billing address.
You can create and store multiple shipping addresses (within Australia) in your account. All shipping address must be located within Australia. We do not deliver to P.O. Boxes, hotels or motels. |
16) |
When will my order be delivered?
All orders placed before 9am will be delivered accordingly:
Metro areas: within 3 working days
Non-metro areas: within 5 working days |
17) |
What should I do if the item I bought is damaged at the point of delivery, or if the wrong item has been delivered?
i) For product purchased from the Creative Online Store
At the time of package arrival, we recommend that you check the condition of the product before signing off. Should you notice any defects on the product, or if the wrong item has been delivered, please highlight that to the delivery personnel and do not accept the product. If you have already signed for the item, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from authorized distributors/resellers
We recommend that you contact the place of purchase first. You could bring your product to the shop for an exchange, if it's legitimate. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
18) |
There's a missing item from my delivered package!
i) For product purchased from the Creative Online Store
Please check against the packing slip that was included with your shipment, or the package contents indicated on the box to verify and identify the missing item.
Alternatively, you could also verify the package contents via our website at http://au.creative.com/products. Choose the relevant product category and select your product. Thereafter, click on the "Package Contents" tab.
If there's any discrepancy, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from The CREATIVE (retail) Stores or authorized distributors/resellers
After checking against packing list/website as advised above, we recommend that you contact the place of purchase first. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
19) |
What are the payment options available?
For the Creative Online Store, currently only MasterCard and VISA credit cards, excluding Corporate MasterCard and VISA credit cards or MasterCard and VISA credit cards issued in the United States of America, are accepted.
All the prices are listed in Australian Dollars and are inclusive of the prevailing Goods & Services Tax (GST). All orders will be calculated and billed in Australian Dollars. |
20) |
How do I know if my product is still under warranty?
Creative provides a limited warranty of 12 months, starting from the date of purchase, for all products, unless otherwise stated. |
21) |
What does the warranty cover?
More warranty information on our Creative products can be found here. Please select the appropriate product accordingly. |
22) |
The new product I just bought is defective! What shall I do?
"Dead on arrival" (DOA) refers to the situation where a product is found to be faulty upon receipt.
You can click here to try the online solutions we have provided to test your product.
If you are unsure whether your product is DOA, please call Creative Technical Support at 1300-788-528 within 14 days of the receipt/shipment slip date.
Creative Technical Support will then determine whether the product is DOA and offer you the following options:
i) For product purchased from the Creative Online Store
If the product is confirmed faulty, the Creative Helpdesk will issue a DOA number and form for you to complete. You should return the "faulty" product to Creative directly with a completed DOA form, DOA number and proof of purchase within 7 days of the DOA number being issued. The mailing address is stated on the DOA form. Creative will send the product back directly to the end user once the product has been repaired or replaced.
Do ensure that the product with its original packaging (and accessories, if any) is returned to Creative.
*For Replacement: A new product will be shipped to you at no cost.
ii) If product was purchased at authorized distributors/resellers
We recommend that you contact the place of purchase first. You can bring your product to the shop for an exchange, if it's legitimate. Alternatively, you may contact us directly.
Support Hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm) |
23) |
What should I do if the item I bought is damaged at the point of delivery, or if the wrong item has been delivered?
i) For product purchased from the Creative Online Store
At the time of package arrival, we recommend that you check the condition of the product before signing off. Should you notice any defects on the product, or if the wrong item has been delivered, please highlight that to the delivery personnel and do not accept the product. If you have already signed for the item, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from authorized distributors/resellers
We recommend that you contact the place of purchase first. You could bring your product to the shop for an exchange, if it's legitimate. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
24) |
There's a missing item from my delivered package!
i) For product purchased from the Creative Online Store
Please check against the packing slip that was included with your shipment, or the package contents indicated on the box to verify and identify the missing item.
Alternatively, you could also verify the package contents via our website at http://au.creative.com/products. Choose the relevant product category and select your product. Thereafter, click on the "Package Contents" tab.
If there's any discrepancy, please contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here.
ii) For product purchased from authorized distributors/resellers
After checking against packing list/website as advised above, we recommend that you contact the place of purchase first. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
For further assistance, please click here. |
25) |
Do I need to backup the music and data stored on my product before sending it to Creative?
Yes, you should make a backup copy of any data/music stored on the product (if applicable) prior to sending it to Creative for repairs and/or diagnosis. Creative will not be responsible for the loss of any data/music stored on the product sent for repairs and/or diagnosis. |
26) |
My product is faulty. What should I do?
i) If product was purchased from The Creative Online Store and within 12 months from the date on the receipt, please contact the Creative Support hotline:
Support Hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
ii) If product was purchased through our authorized distributors or resellers, you can contact the Creative Support hotline, or contact the place of purchase directly.
Support Hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm) |
27) |
The third party product that I bought from Creative is defective. What should I do?
For any defects on any third-party product, please contact the manufacturer directly for information regarding the product's warranty. |
28) |
Can I send my product for servicing, if I don't have the receipt?
The product warranty is based on a valid proof of purchase (i.e. receipt) only.
It might also be possible to request a reprinted receipt (showing date of purchase and amount) from our authorized distributors and resellers. A photocopy of the proof of purchase is acceptable.
If the product was purchased online, you can use the transaction receipt (i.e. Tax Invoice), as proof of purchase.
If your product was a gift, you may have to get the receipt from the sender. If you do not wish to ask for the receipt, you could ask the gift giver to send the item for servicing on your behalf. |
29) |
Is there a worldwide warranty on Creative products?
Products purchased from certain regions may be eligible for warranty (repair or replacement) services in other regions/territories. This may be dependent on the availability of parts, local legislation, carriage and custom costs.
For customers in Asia Pacific, the Middle East and Africa, you may be required to pay a nominal fee on administrative charges if you wish to service the product that was not purchased from the country or region.
Learn more about warranty and returns. |
30) |
What if my product warranty has expired and I need to send it for servicing?
You will have to call Creative Technical Support to ascertain the status of your warranty expiry.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm)
If your Creative product is out of warranty, repair (labor) and spare parts charges will be incurred.
There is limited warranty on hardware. Damage caused by personal negligence (e.g. dropping or exerting excess pressure on LCD) and other stated terms, are not entitled for warranty claims. |
31) |
I need to return my product for servicing. How do I send the product to Creative for servicing?
You must first call the Creative Technical Support at 1300 788 528 when you encounter any problem with your product.
Creative Technical Support will then guide you to troubleshoot your product over the phone.
If Creative deems the product as "faulty", Creative Technical Support will then guide you on sending your "faulty" product to Creative Labs.
If your Creative product is out of warranty, repair (labor) and spare parts charges will be incurred.
There is limited warranty on hardware. Damage caused by personal negligence (e.g. dropping or exerting excess pressure on LCD) and other stated terms, are not entitled for warranty claims. |
32) |
I bought my product from an authorized Creative distributor/reseller. Where should I send my product for servicing?
We recommend that you contact the place of purchase first. You could bring your product to the shop for an exchange, if it's legitimate. Alternatively, you may contact us directly.
Support hotline: 1300-788-528
Operating Hours: Monday - Friday (11am - 7pm) |
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