Frequently Asked Questions

What is the minimum order value?

$800 ex GST, for orders under this value, a $50 handling fee (+GST) and full freight charges will be applied to your order.

New Customer Account Setup:

Please select the “new customer” tab on the front page and complete the application process. Please choose if require a proforma or credit account.

The Signature and Witness Signature boxes must be completed in full so DocuSign can be activated. Each signatory will be sent an email – please follow the instructions as this will create an electronic signature. Upon completion, our team will receive the signed document ready for processing.

Once all documentation (including DocuSign signatures) is received, your customer file will be created, and you will be advised of your login details by one of our friendly sales and customer care team.

What is the payment process for New Customers?

1. The first 3 orders will be on a Proforma-basis and then changed to a 30-day EOM account-basis if requested (pending approval) and completion of relevant credit application.
2. For proforma orders, a 50% deposit is required to be paid within 48 hours before the order is picked and packed. Once the order is picked and ready for dispatch, a final proforma invoice will then be issued for payment. This final proforma will include any applicable freight charges and be reflected in the order as picked. Full payment is required within 48 hours, or your order may be cancelled. If the order is cancelled, you will forfeit 20% of your deposit, as the order will have been picked and packed and would then have to be returned to the shelf.

What is the Freight Cost for my order:

1. Please see the Shipping & returns section for easy reference and details of areas that receive free in store (FIS) or an order value percentage freight charge.
2. Please note, if full freight costs are applicable, freight costs will be calculated (based on dimensions and weight of order) and added to your invoice for it to be finalised. We are unable to provide any freight costs prior to the order been picked and packed. As they can only be determined from the packed cartons.
3. If you are in a regional area of NSW, VIC, OR QLD, it is recommended that you obtain an account with a Freight Forwarder with a depot located in metro Sydney, Melbourne, or Brisbane. In this case, we would then ship your orders FIS, if over the $800 minimum value ex GST, to that depot. You would be responsible for the cost between that depot and your store.
4. If you are in ACT, SA, WA, NT, or TAS, and your postcode is listed in our Freight Terms, the listed percentage of the Invoice total (ex-gst) shown would be charged.
5. If outside of these post codes, it is recommended that you obtain an account with a Freight Forwarder with a depot located in metro area of your capital city. In this case, we would then ship your orders, to that depot to receive that discounted freight charge. With you then being responsible for freight costs to your store.
6. We are unable to deliver to Australia Post offices for collection.

Hand Unload Fees:

Hand Unload fees are charged at $50.00 + GST per delivery for pallet deliveries only - (regardless of how many pallets are sent).

Is the cost per item? Do your prices include GST?

• Pricing is per 1 individual item, NOT PER CARTON.
• If an item state (ONLY SOLD in Display of 6, 12, 24 etc.) – you must purchase as 6, 12, 24 etc. – pricing is still individual.
• Apart from above, you may purchase individual units.
• All pricing on the website is exclusive of GST.

How long does it take to process an order?

Please allow 3 – 5 working days for your order to be picked and packed (excluding peak season).