Frequently Asked Questions

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q: If I don't want to give my credit card details over the Internet, can I pay by phone?

Unfortunately we are unable to take telephone or fax orders. Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.

q: Is it safe to use my credit card on-line?

Yes, it is extremely safe.

When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) 128 Bit encryption technology before being sent over the internet. If you are still unsure about sending your credit card to us via the Internet, then we suggest you use one of our additional payment methods.

q: When do you charge my credit card?

Our payment gateway will attempt to charge your nominated credit card at the confirmation point of your order.

q: What if I am not happy with my purchase?

If you are not happy with your product for any reason, please refer to our Returns section for more information.

q: How much does delivery cost?

Please read our Shipping & Delivery section for more information.

q: How long will it take to receive my order?

Delivery time within Australia is usually between 2 - 5 business days for smaller goods and between 3 - 10 days from dispatch for all bulky goods. This depends on your location and the location of where the stock is shipping from.

Please read our Shipping & Delivery section for more information.

q: My delivery hasn't arrived within the expected time frame. What happens now?

Tracking your order is easy, simply click here if you have your order number. If you are unsatisfied with the information provided in the tracking link above then please contact our Customer Service Centre on Monday - Friday and we will investigate your delivery further.

q: I placed my order today, but my account status says it has not been dispatched. Why is this?

All parcels are collected from our distribution feeder stores by approximately 5:00pm each business day. It is only when all the day's parcels have been collected, that your member account status is updated to display your order delivery status.

q: What do I do if I have forgotten my account password?

Just click on the forgotten password link on the Register/Sign-In page or you can click here. Just enter the email address of your account and we will email you your account password details.

q: Can I change my account details?

Yes. To make changes to your account details, log-in to 'My Account' using your current email address and password. Once logged in you are able to change your email address, password and billing details. Simply update the appropriate fields and click on 'Save Profile' to save the changes. To log into your account now click here.

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