Connecting Australian Aviation

Online Store

Frequently Asked Questions

How can I pay for products and services from Publications?

You can pay for your purchases and subscriptions by logging on to the Online Store or by calling 1300 306 630. We accept the following credit cards.

Cheques for renewals can be made payable to Airservices Australia. Please include your ARN and renewal number for payment.

Our mailing address is:

Publications Unit
Airservices Australia
Locked Bag 8500
Canberra, ACT 2601

What if I need a Aviation documents or charts tomorrow?

Airservices Australia recommends that you visit one of our resellers.

How do I order using the Aviation Online Store?

To browse our extensive range of products, simply click on one of the product group tabs on the home page. Once the group has been selected, you will notice the product category sub menu. Click on the category you wish to browse, and then all products listed in that category will display with prices and check boxes for adding to your cart.

Alternatively, to view a picture of a product with a synopsis, click on the title. You can add this product to your cart from here.

If you still can’t find what you are looking for, use the online search function.

(Please note: If the list you are viewing runs over several pages, products can only be added to your cart on the page you are viewing.)

What if no products add to my cart?

Sometimes, the page that is displayed is an old page that has been stored. To have the correct page view, you may need to refresh the page. To refresh the page, use the F5 key located at the top of your keyboard.

What software do I need to access this site?

This site can be accessed by Internet Explorer or Netscape Navigator using version(s) 5.0 or higher. You need Adobe Acrobat or Adobe Reader installed on your computer to read PDFs.

Who can use this site?

We encourage everyone to use this site, whether you are a pilot, engineer, student, looking for a gift or just curious. We have made an effort to make this online store straightforward for all customers, which allows you to purchase goods through the secure Airservices Australia Aviation Online Store.

We recommend that you have a Password to access this site, but it is not necessary. A Password is used for

  • Renew subscriptions
  • Change address
  • Change Password

If you wish to apply for a Password, follow the steps outlined below 'How do I apply for a Password?'

How do I apply for a Password?

From the Online Store homepage, click ‘Apply for Password’ menu under Customer Login. This will display a page where your details get entered. Fill in all of the mandatory fields, then click ‘Submit Request’ button. Your Password will be sent to you in approximately one working day.

How do I change my Password?

From the Online Store homepage, click ‘Change Password’ under Customer Login. This will display a page where you fill in all the blank fields, and click ‘Submit Request’.

Your new Password is changed immediately, ready for you to use.

NOTE: It is recommended that you make your Password the same as your NAIPS Password.

How do I Login?

Under Customer Login , click on the ‘Login’ menu. This will direct you to a page, there are fields to enter your ARN/Account Number and Password. Fill in these details and click ‘Submit’.

How do I change my address online?

To change your address details online, you must be ‘Logged In’. Once you have logged in, select ‘Change of Address Details’. When this is selected, you will see all your secure personal details ready for you to update. When all changes have been completed, click ‘Submit Request’. Your change of address information will take approximately one working day to update and accurately reflect your changes on the database.

How do I renew my subscriptions online?

To renew your subscriptions online, you must be ‘Logged In’. Once you have logged in, select ‘Subscription Renewal’. When this is selected, you will see your subscriptions that are waiting to be renewed.

Select boxes for the subscriptions you wish to renew, then click ‘Add to Cart’. When you have selected the subscriptions you want to renew, click ‘Proceed with Order’. To pay for these renewals, follow the prompts to proceed and complete the order.

If you have subscriptions you wish to cancel, leave the boxes unchecked. On the payment page, write in the comments field “Remaining subscriptions are to be cancelled”. Record the receipt number on your renewal notice.

You are able to renew your subscriptions online once you’ve received your renewal notice. Only amendment services that are up for renewal will display online, it does not include services that are current, or expired. If you are not sure, contact our customer service team on 1300 306 630.

How do I use the search function on the online store?

If you are having difficulty finding a product by browsing, but know the:

  • Product Code
  • Author
  • Title
  • Keyword

You can initiate a search. To do this, enter your information into the blank search field; select from the drop-down box what type of search you wish to perform, and the click ‘Search’. A list will display with the results and check boxes for adding to your cart.

Alternatively, to view a picture of a product with a synopsis, click on the title. You can add this product to your cart from here.

You may need to search again trying a different option from the drop-down menu to find the product you are looking for.

How do I check out or proceed with my order?

When you have finished browsing and wish to purchase the products in your cart, you will come to the ‘View Cart’ page. From here check all quantities, titles and prices of the products listed. To obtain further information on any products listed, click on the title of the product. This will take you to the individual page with the synopsis and picture to refresh your memory. To return to your cart, click ‘View Cart’ under Customer Login. If you are ready to check out your order, click ‘Proceed with Order’.

The next page that displays is the ‘Payment Methods’. There are two options available to you, depending on how you use the Online Store.

If you have logged in already, select the ‘Registered Users’ option. When this option is selected, all of your delivery details will display. If your details are correct, enter in your Payment Details and Optional Instructions, if needed, and click ‘Proceed with Order’.

If you are new to the Aviation Online Store, select the ‘Guest and First Time Users’ option. When this option is selected, fill in your details, enter in your Payment Details and Optional Instructions, if needed, and click ‘Proceed with Order’.

Once your order has been submitted, the ‘View Order’ page will display. Please record or print your order reference number, eg. WWW0000025. Your order is now complete and will be sent to you.

How much does freight cost?

Smaller orders are sent Express Post via Australia Post, and can be sent to a street address or PO Box.

Express Post cost is
500 grams - $10.55
Upto 3 kg - $14.80
Upto 5 kg - $23.60

Larger orders are sent using Courier Road. For these larger orders, a physical street address will be needed as deliveries are sent door to door and requires a signature for final delivery. The cost for each parcel varies depending on the weight and the delivery area. Cost for overseas and large orders can be obtained by calling Customer Services Publications Unit on: 1300 306 630 or by email.

When ordering, please provide an email address so any correspondence can be sent directly.

I'm ordering from outside Australia , how will this affect me?

If you are ordering from outside Australia, you will be exempt from paying Australian Goods and Services Tax (GST). All prices for the Online Store include GST, and when you select your zone value, the price will adjust automatically. As an overseas customer, you will incur a higher freight rate. The price is calculated by quantity of products ordered and your zoning location. For more information on freight rates visit http://www.airservicesaustralia.com/store/freight.asp or by calling Customer Services Publications Unit on: +61 2 6268 5500 or by email.

When ordering, please provide an email address so any correspondence can be sent directly.

How long will it take for me to receive my orders?

Airservices Australia will try to process orders as soon as possible however please allow the following processing and handling timeframe:

  • An Australian capital city with Express Post: 2 working days (except Darwin & Perth: 3 working days)
  • An Australian regional location with Road Freight: 5 working days (except Darwin & Perth: 7 working days)
  • An International location: 10 working days

Please note that if the items are not in stock and a backorder is required, the processing and handling time required will be longer. Once your order leaves our warehouse, it is up to Australia Post, StarTrack Road or another one of our contracted couriers to deliver it. The delivery timeframe will vary depending on your order, delivery method and delivery location.

For more information please contact our customer service team on 1300 306 630.

What is the return policy?

Prior authorisation is required from Airservices Australia Publications Unit (Ph 1300 306 630) for return of any items received by customers. Returns may be made on the following conditions:

    • Goods must be returned in original packaging.
    • Special discounted products are not refundable.
    • All claims for returns or missing items must be reported within 48 hours of receipt of the product/s to the Airservices Australia Publications Unit to receive an authorisation number. No goods will be accepted for return without this number. Claims must then be in writing and returned within 14 days of receipt of product/s.
    • Original invoice and authorisation number must be enclosed with returned product/s.

Subscription cancellations and all authorised goods for credit will be charged an administration fee of $20.00. Goods which are faulty or incorrectly supplied will not attract the administration fee.

When all else fails, or can’t find what you are looking for?

If you encounter a problem using the Aviation Online Store, or have any requests or queries, please do not hesitate to contact us.

Our email address is: publications.unit@airservicesaustralia.com

Alternatively, you can call on 1300 306 630 (local call cost within Australia) or International +61 2 6268 5500.

Your Privacy when dealing with Airservices Australia Aviation Online Store:


What's to stop Airservices Australia from disclosing my private details or using such details inappropriately?

When you log onto any Airservices Australia Aviation website your personal information is collected in accordance with the Privacy Act 1988. We run our own web servers rather than using an external provider, thus your private details are only accessible by Airservices Australia.

How does Airservices Australia collate information about me?

When you access any of our website, your internet browser will supply us with the following details:

  • Your server address
  • Your Operating System
  • The date and time you accessed the site
  • The pages you viewed
  • The files you downloaded
  • The previous site you visited
  • The type of browser you viewed the site with
However no attempt will be made to identify a customers' browsing activity except in circumstances where that activity may constitute a breach of Airservices' systems security.

What happens if I email Airservices Australia?

If you email us we will record your email address, however we will not add your address to any external mailing list.

Is there any way my information could be released?

Yes. If you give us your consent to release your information OR if the law demands that we release your information (i.e under compulsion of a summons or subpoena to produce information in relation to a legal action) then Airservices Australia is legally obliged to release such information.

Is it safe to transmit my credit card details to the Aviation Online Store?

The store utilises an encryption protocol called Secure Sockets Layer (SSL). SSL ensures that only the sender and the recipient have access to the information being transmitted. Your credit card details are encrypted into a highly secure 40-bit code. For a more complete explanation into SSL encryption go to: http://info.ssl.com/article.aspx?id=10068