FAQ's


Are there any set up fees?

 No. We will complete all the initial set up work for you at no charge. This includes creating your online ordering/interfacing website and setting up your product information within our systems.

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Do we have to sign a contract?

 No. We do not lock clients into binding contracts. We will establish a service level agreement with you which either party is able to terminate with ninety days written notice to the other party.

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How do you charge for your services?

We use an activity based charging system. This provides for greater transparency and ensures you are only charged for the services you have actually used. Our service proposal will be based on your expected trading volumes.

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What payment options do you accept?

We accept payment by cash, bank cheque or EFT only.

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Do you provide a service to answer calls from our customers?

Sorry No. We only take calls directly from our client. Each of your customers will receive an email when their order is dispatched from our warehouse which will provide them with a tracking number and link to the carrier’s website for delivery tracking. Our philosophy is that no one can manage your customer relationship better than you.

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Do you provide packaging materials?

Yes. We provide a core range of unbranded packaging materials and ensure your goods are always properly packaged to withstand the normal rigours of handling and delivery. If you have a more specific requirement, you are welcome to provide your own materials or we can source them for you from our suppliers.

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Do you handle customer returns?

Yes. We can arrange return delivery when requested or your customers can post goods back to us. We will notify you when the goods have been received and carefully checked so that you can arrange a credit for your customer.

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Can you deliver to private homes and PO boxes?

Yes. We recommend and use Australia Post for deliveries to these locations. All services with Australia Post include on-forwarding to the local post office if your customer was not home at the time of attempted delivery.

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Can we track our orders during delivery?

Yes. Our Registered Post, Express Post and Express Courier delivery options include tracking and online receiver signature. At the end of each day our system will email you a consolidated dispatch report to advise each order’s tracking number.

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Can we have our invoices shipped with our orders?

Yes. We provide several options to make this happen (depending on how you are going to submit your orders to us). There is no additional charge for this service.

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Are our goods covered by insurance?

We cover your goods against accidental damage and minor pilferage whilst under our direct control, however outside of this insurance remains your responsibility. Our freight partners offer various forms of transit insurance, however we experience so very few problems that normally this is not a worthwhile option. We recommend our clients arrange their own insurance to cover their goods whilst in storage and transit anywhere in Australia.

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Do you offer a way to connect our ecommerce site directly to you?

Yes. We encourage all customers to send their orders via EDI. Connecting is straight forward and we provide comprehensive documentation and examples for your web developer.

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Do you provide services for businesses outside Australia?

Yes. However, any foreign companies wishing to conduct business in Australia must first register an ABN (Australian Business Number) and a TFN (Tax File Number). Further information can be found by following this link:
http://www.asic.gov.au/asic/asic.nsf/byheadline/Foreign+Companies?opendocument

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