Help with your rack, order or product
Search the support guides or choose the issue below. Include the saved rack reference or order number when you have one.
What do you need help with?
Find an order update
Track where an existing order sits, from review to dispatch.
Change a saved rack
Edit medals, clasps or format on a rack you saved earlier.
Report a missing medal
Tell us about an award the library does not list yet.
Check photo requirements
File types, resolution and crop guidance for photo frames.
Ask about a product
Formats, sizes, mounting, engraving and fit questions.
Report a fault or delivery issue
Damage, faults or an incorrect item, with photos. For delivery times, tracking, transit damage and returns, see Shipping and returns.
Get the right help, faster
Complete the form below and include your order number or saved RackBuilder reference, if you have one. This helps us resolve your enquiry more quickly.
Many enquiries are already answered on the FAQ page, covering order of wear, product formats, personalisation, payment and production times. Read the FAQ →
Talk to a person
- Phone: (02) 6123 2996
- Trading hours: Monday to Thursday 9:00 to 17:00, Friday 9:00 to 16:30, closed weekends and public holidays
- Address: 8 Alumina St, Beard ACT 2620, Australia
- ABN: 84 119 908 557
Need it for a date?
Custom medal sets and frames take 3 to 5 weeks production, and pre-made Common Groups dispatch within 2 days. Enter the event or presentation date at checkout, a required date does not confirm delivery until the team accepts the production schedule. If a date is close, call before ordering. Production and delivery guidance is on Shipping and returns.
Ready to build?
Add the medals, compare the formats and see the configured price. The support team is here when a question comes up.
Start your rack →