Frequently Asked Questions (FAQ)

1. How do I place an order?

Simply browse our products, add items to your cart, and submit your order through checkout.

Please note that submitting an order does not require immediate payment. Once we receive your order, we will review the order details, confirm stock availability, and calculate the best available shipping cost for you.

 

2. When do I make payment?

After your order is reviewed, we will send you an official invoice via Xero by email.

Payment is only required after you receive the invoice confirmation from us.

 

3. What payment methods do you accept?

We accept:

• Bank Transfer (preferred)
• Credit Card payments via Xero Invoice

Please note that credit card payments will incur a payment surcharge.

 

4. Why is shipping not charged at checkout?

As many wholesale orders vary in carton size, weight, and delivery location, shipping costs are manually calculated to ensure you receive the most accurate and cost-effective freight option.

We will confirm shipping costs before sending your invoice.

 

5. How quickly will my order be dispatched?

Most in-stock items listed on our website are available for dispatch from our Melbourne warehouse within 2 business days after payment is received.

Please note that pre-order items or special-order products may require longer lead times. Our team will advise estimated delivery timelines before invoicing if applicable.

 

6. Do you offer wholesale pricing?

Yes. Our website is designed for wholesale customers and bulk orders.

If you have large quantity requirements or special enquiries, please feel free to contact us directly.

 

7. Do prices include GST?

Unless otherwise stated, all prices shown are exclusive of GST and shipping costs.

Applicable GST and freight charges will be included in the final invoice.

 

8. Can I change or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order.

We will do our best to assist before the order is processed or dispatched.

 

9. What is your return policy?

We accept returns within 30 days of purchase.

If you receive faulty or incorrect items, please contact us as soon as possible and our team will assist you promptly.

For change-of-mind returns or non-product related returns, customers are responsible for all return shipping costs and any related handling fees.

Returned items must be unused, in original packaging, and approved by our team before being sent back.

Please contact us before arranging any returns.

 

10. How do I track my order?

Once your order has been shipped, you will receive an email with a tracking number. You can use this to track your delivery online.

 

11. How can I contact you?

You can contact us through our Contact Page or email us directly.

We aim to respond within 1–2 business days.