Payment FAQs

Do your prices include GST?

All listed prices on our website are listed as ex GST (excluding). Once you proceed through to check out GST will be calculated and applied to the final order total. Additionally, a tax invoice with a full breakdown of the GST charges per line item will be emailed to you seperately.

What payment methods do you offer?

Credit/Debit Card
Credit/Debit Card transactions are handled though the PayPal gateway - no PayPal account is required. Once this payment method is selected, you will be taken to a secure payment gateway handled by PayPal where you can safely enter your card details. We do not store your card details as this is all handled by the secure PayPal gateway. We do not charge a surcharge for credit/debit cards.

PayPal
On redirection from our checkout, PayPal will ask you to either register or login. Once logged in you can proceed with your PayPal method of payment.  PayPal offers multiple options of payment once your logged in (e.g. card, bank account, PayPal balance).

Direct Deposit/Bank Transfer
Payment for your order can be made after you have checked out via Direct Deposit/Bank Transfer. Once you have received a invoice for your web order, our bank details can be found for you to organise payment. Please use your invoice number as reference and send through payment receipt to [email protected]. Once payment has cleared our bank account (this may take 1-2 business days), we will begin your order.

Established Account Customer
If you are an already established account customer you may select this option to proceed through checkout for your order. Please reference your Purchase Order number in the order comments. Upon receipt of your web order, a sales order will be emailed in confirmation that your order has now begun. Once the order ships you will emailed a tax invoice for payment within your established account payment terms.

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Shipping FAQs

Where do you ship?

Australia Wide
We ship Australia Wide via Australia Post and FedEx Express (TNT). Free shipping to select metro postcodes (e.g. postcodes in Brisbane, Sydney etc that are classified as metro) is available on certain products.

International - New Zealand
We ship internationally to New Zealand via FedEx International Express.  The option to calculate shipping to New Zealand is not currently available on the website, however you are still able to proceed through to payment to secure your order using your New Zealand address.  Once we have received your order we will contact you with a shipping quotation for your order.

Local pickup
We offer free local pickup from our Rocklea warehouse. We will contact you when your order is ready for collection. We are located approximately 16kms from the Brisbane CBD and orders can be collected Monday-Friday during opening hours.

How is shipping calculated?

Shipping in Australia is calculated in the shopping cart (before payment). Shipping rates are based on your shipping address entered and courier service you require.

When will my item ship?

In stock items ship within 1-2 business days. All other items ship within our normal production and processing turnaround times usually 5 business days.

How long does shipping take?

You will receive a tracking number after your order has shipped and shipping times will be based on the courier service you selected and paid for.

What if I need my order quickly?

If you need your order sooner than our normal production and processing turnaround times we do offer an expedited processing service for an additional fee. Please contact us to discuss your requirements.

What if I have issues with delivery?

Please contact us at the first instance for us to investigate shipping difficulties promptly.

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Placing an Order FAQs

What's the order process?

What are your order processing lead times?

In Stock
For products listed as “In Stock” this means they are available immediately on shelf. Orders for these products are processed within 1-2 business days.

Usually 5 Business Days
For products listed as “Usually 5 Business Days” this means the product requires manufacturing and our normal production turnaround time applies - usually 5 business days.

Check Lead Time
For products listed as “Check Lead Time” this usually that the product needs to be ordered in from one of our preferred suppliers. Lead times differ from product to product however usually 5 business days would be an expected turn around for popular products. Check Lead time is also used for products that require an extended lead time due to their custom nature.

How do I modify an order after its placed?

Contact us as soon as possible to change any delivery details. Where possible we will try to accommodate product changes however it is best to contact us as soon as possible to catch your order before it proceeds through production.

Will I receive a tax invoice for my order?

A tax invoice for your order will be forwarded to the email address you provide on your order. It will be emailed to you from our accounting software Reckon Accounts Hosted. Please check your junk folder just in case your email doesn't reach your inbox.

Do you offer coupon codes or discounts?

From time to time we run specific sale campaigns directed towards certain sectors or product ranges. These are communicated via our newsletters. We encourage you to subscribe to our newsletters to stay up to date with our current specials.

How do I sign up/subscribe to your newsletters?

Once you place an order with us you will be signed up to receive our newsletters automatically. You can unsubscribe from them at any time. Please contact us if you need further assistance with this.

We are a reseller, do you offer reseller discounts?

We value the close relationships we have formed with our reseller network. If you are interested working together please contact us to discuss what options may suit your business model and clientele base.

Do you have a showroom we can visit?

Come and say hi at our Rocklea office and warehouse. We welcome you to our business head office where our sales team are happy to assist with any queries, advice or simply placing an order.

Do you offer returns, exchanges or refunds?

Under certain circumstances returns, exchanges or refunds may be considered. Please see Return and Refund Policy for further information.