Frequently Asked Questions

SIGNING UP FOR MEMBERSHIP

How can I sign up?

You can sign up for membership at the warehouse or online at http://www.costco.com.au/Common/Membership.shtml.

If you sign up online:

You will need to collect your card from the warehouse. We do not mail out cards. It is helpful if you can bring your tax invoice or the email confirmation, but they are not necessary. Please take a piece of photo ID showing your current residential address along to the membership counter at the warehouse and we will take your photo then print your card.

If you sign up at the warehouse:

Gold star:

Please take a piece of photo ID showing your current residential address along to the membership counter at the warehouse and we will take your photo then print your card.

Business:

Please take a piece of photo ID showing your current residential address along to the membership counter at the warehouse and we will take your photo then print your card. You will also be required to bring your ABN certificate or a business license and a piece of ID showing that you are the owner or operator of the business.

I did not receive my confirmation email. What should I do?

Thank you for signing up for Costco and apologies that you did not receive a confirmation.

Please take a piece of photo ID showing your current residential address along to the membership counter at the warehouse and we will take your photo then print your card. We do not currently mail out membership cards.

My online application will not submit. What should I do?

Once you have completed the application and hit submit the website should take you to the payment screen. If you are not moving on to the payment screen, it may be that all the fields have not been completed. Please try again, taking particular care with the phone number section, where the phone number needs to be input with no spaces eg. 0294697999. Please note that you can also sign up at the warehouse.

The online registration will not accept my phone number. What should I do?

Please key your phone number with no spaces, for example: 0269467999.

What is the difference between business and gold star membership?

Costco is primarily a wholesaler. Business membership is our basic membership and costs $55 per year. This entitles you to make two separate transactions at the register, one for business (to produce a tax receipt) and one for your personal shopping. Gold star membership is $60 per year, so for just $5 extra, individuals can also join and shop at wholesale prices. Gold star members are only able to make one individual transaction per shop. Both membership types include a free household card.

We also offer a fax/ e-mail and pull transactions for business members purchasing pallet quantities.

Prices and operating hours are the same.

Can I come and have a look before I sign up?

Costco is a membership warehouse club and you will need a membership to visit and shop at Costco. Costco memberships are fully guaranteed; we would suggest that you sign up for a membership and come and give us a try. If you are not satisfied, we will refund your membership fee in full.

Please explain the Costco Concept.

Costco is a membership warehouse club and you will need a membership to visit and shop at Costco. Members pay a nominal annual fee to and in return are able to take advantage of shopping at wholesale prices for the highest quality products which are available exclusively to our members. Costco memberships are fully guaranteed; please sign up for a membership and come and give us a try. If you are not satisfied, we will refund your membership fee in full.

ABOUT MY MEMBERSHIP

I have lost my card. What should I do?

Please let us know as soon as you can so we can cancel your card. You can then take a piece of photo ID showing your current residential address along to the membership counter at the warehouse. The membership staff will be able to print you a new card.

Can my employees use my business card to shop for my business?

Costco cards are non-transferable; only the member whose name and photo are on the back is able to use the card. The second card is a free household card and it is not possible to designate an employee to use this. The primary member can nominate any immediate family member over the age of 18 years of age to be the household card holder. All members will require photo ID showing the same residential address at the time of sign up.

It is possible to register more than one business membership. For example, if you have three employees who will be shopping, you can sign them up under the same business name, but each employee would require their own card in order to shop. Each card will be $55.

Can I bring guests to Costco?

Each cardholder can bring in two guests over age 18 years (we do not count children under 18 yrs.) Please note that guests cannot shop; only members are able to shop at Costco.

I want to give my partner the household card. How can I do that?

The free card that we offer is a household card and can only be issued to a member of your immediate family resident at the same address as the primary member. Please stop by the membership counter at the warehouse and let them know that you would like to add a cardholder. Please note that they will need to provide photo ID when they collect their card, which shows the same residential address as the primary member.

How do I renew my membership?

You can renew your membership online or at the register when you shop. You will not receive new membership cards each year.

Memberships renewed within 2 months after expiration of the current membership year will be extended for 12 months from the expiration date. Memberships renewed more than 2 months after such expiration will be extended for 12 months from the renewal date.

What is your refund policy?

On Membership: We will refund your membership fee in full at any time if you are dissatisfied.

On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase price. This is in addition to your rights under the Australian Consumer Law.

I need to return an item. How can I do that?

Please return the item to the membership counter for a full refund. It is helpful if you have your receipt, but not necessary.

COUPONS AND SPECIAL OFFERS

I cannot view the coupon email. What can I do?

Our coupons are available on our website at www.costco.com.au. We also hand them out at the warehouse.

Do I receive coupons and offers?

Costco typically only offers manufacturers coupons about twice a year. If you have provided us with an email, we will email you a sample of the coupons and a link to download them off our website. We also hand out coupons to members at our warehouses.

SHOPPING AT COSTCO

Where can I use my Costco membership?

Your membership is valid and accepted at Costco locations worldwide. For a complete list, visit www.costco.com.

Why do I have to show my membership card upon entrance to the warehouse?

Since our members pay a fee to shop at Costco, we allow only Costco members to shop. Your picture appears on the card because your membership card can be used only by you and is non-transferable. Your picture also prevents unauthorised use should your card ever be lost and stolen.

What are Costco's hours of operation?

General hours for warehouses are:
Monday - Friday 10:00 a.m. to 8:30 p.m., Saturday 9:30 a.m. to 6:30 p.m.* and Sunday 10:00 a.m. to 5:00 p.m. Check with your local warehouse for hours on Public Holidays.

* Auburn and North Lakes hours vary. Please see the Locations page for specific hours including gas station trading hours.

Why am I asked to show my receipts as I exit the warehouse?

Staffing the doors is our most effective method of maintaining accuracy in inventory control. It benefits both us and our members. This practice assists in checking that you received everything you paid for and were not overcharged or undercharged for any item.

What types of payment does Costco accept?

You may pay by cash, EFTPOS, Visa and MasterCard.

Why are there no express lines?

The answer is two-fold. First, the majority of our members typically purchase a large quantity of products during their shopping visits to our warehouses. Around the world, the typical member purchases an average of 14 Items each and every time. Secondly, operating an express checkout line adds additional overhead costs, thereby driving up our cost of doing business.

Why are there no dressing rooms?

We are trying to adhere to a no-frills policy. This means keeping our costs as low as possible. Dressing rooms take employees to staff them as well as floor space that could be better utilised. However, remember our return policy: if something does not fit, just bring it back for a full refund.

Do you offer delivery or online shopping?

Costco is a cash and carry warehouse club and do not currently offer an online shopping service or a delivery service.

PAYING FOR YOUR FUEL AT COSTCO

Why is all Costco fuel only able to be purchased at the pump?

Costco Fuel is just another quality product and we believe that paying at the pump allows for a quick and easy refuelling experience for our valued members. This also allows Costco to continually maintain low prices for our valued members.

Which payment cards are accepted at Costco Fuel stations?

Costco accepts all debit cards and all major credit cards - Visa and Mastercard – all issued with a PIN number. Cash payments cannot be made at Costco Fuel stations. Costco does not accept Motorcharge, Motorpass or any Fleet Cards.

How do you activate the Costco Fuel pumps?

You need to be a current Costco member to be able to dispense fuel at Costco. Upon successful membership validation, transactions must be then 'pre-authorised' with a payment card, to check there are available funds on the card before the fuel transaction can commence. This 'pre-authorised' checking is important because we are an unattended fuel station.

What is "pre-authorisation"?

Credit and debit cards are checked ("pre-authorised") by the memberís bank after the cardholder has entered their PIN to verify there are available funds on the card before the fuel transaction commences.

In a similar way to securing a hotel room or hire car booking, the selected amount is authorised before the transaction takes place. Once the transaction is completed, only the actual amount of the fuel purchase is charged to the card. The "pre-authorised amount" is then released by the memberís bank. At no time does Costco receive more funds from your bank than that of the amount of fuel purchased.

For example, a customer selects to fill their car up to $75 and only fills $50. The $50 will be charged to the customer's payment card. The pre-authorised $75 will be released after the transaction. (Note - the "pre-authorised" amount held by your bank can take up to 14 business days to be released. The time of the release is dependent on the card issuing bank). Members are advised to check with their banks should they experience any delays in this authorisation process.

What if I authorise $100 at the pump using my debit card but I only fill up to $75?

Costco will only charge you for the actual amount of fuel you pump ($75).

Depending on how the pre authorisation matching process has been implemented at your bank, you may see three lines of entry on your statement for example:

$100.00 Debit Initial Pre auth debit

$100.00 Credit Reversal of the initial pre auth debit

$75.00 Debit Actual fill amount

Please note that Costco does not receive funds from your account for all of these three amounts, just the fuel amount.

What if I authorise $100 at the pump using my credit card but I only fill up to $75?

Costco will only charge you for the actual amount of fuel you pump ($75).

Depending on how your bank works you may have the pre auth amount still held against your available credit limit for up to 14 days.

What if I spend the full pre authorised amount?

Members will only see one transaction for the fuel amount that will go to Costco.

My bank statement looks like I've been charged twice, one for the pre authorisation amount and one for the final fill value (e.g. $100 and $75)?

This situation may occur on debit accounts. Your bank may have delayed to process the reversal entry for the pre authorisation following the completion of the fuel sale. You will need to enquire with your bank as to why there is a delay with processing the reversal to your account. Remember that Costco is not holding two amounts. Costco is only legally allowed to take the amount for the fuel members have purchased.

Can I get a purchase receipt using Costco Fuel?

Yes. Purchase receipts (tax invoices) can be printed from the pump as soon as you hang up the nozzle. If you decide after the transaction has finished and reset that you want a purchase receipt, you can insert your payment card into any pump on the forecourt and choose the 're-print receipt' option and a duplicate receipt of your last transaction will be printed. Please also use this process if the pump has run out of receipt paper.

Is there a purchase limit on a single transaction?

Yes. Customers are able to refuel to a maximum value of $999. Should further fuel be required, members must simply go through another transaction process to another pre authorised amount.

Does Costco sell High Flow Diesel?

Yes. Costco has 4 pumps that dispense high flow diesel specially installed for trucks.

Where does Costco source its fuel from?

Currently Costco sources its quality fuel from Mobil which is specified to meet Australian Standards.

Can I obtain an MSDS or fuel specification sheet for the fuel sold at Costco?

Yes. These are readily available from Costco upon request.

If you have further queries on why your bank is holding the pre-authorisation amount please contact them directly and please be assured that Costco only receives from your Bank the amount for fuel dispensed into your vehicle.

Release date: 16 December 2014

The copy of the entire FAQ for Fuel can be found here Costco Fuel Pre Authorising FAQs.

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