We bet you have questions! Here are our FAQs, but do get in touch with us if you prefer! firstname.lastname@example.org
Got a question about our social and environmental impact, and where our donations go? You can find out more here!
Got a question about how our products? You can find out more here!
How does wholesale pricing work?
We offer dynamic pricing based on your total order size - this is a sliding scale discount where the larger you order, the better your discount. Our customers come in all shapes and sizes, and this will give everyone better flexibility with their ordering.
Our prices on our portal are exclusive of tax.
Can I get a quote?
Your order discount is calculated live as you add items to your cart, you can see which discount tier you've reached based on your order size.
What if I’m setting up a large account for multiple sites, but each order will be small?
We have tailored options for businesses like this, depending on the total value of your businesses’ account. Send us an email at email@example.com with details of your business and anticipated order volumes and we’ll get back to you!
Can I pay by credit card?
Yes, this is our preferred payment method. You will still be provided with an automated tax invoice.
Can I pay by invoice?
Yes, orders of over $500 can be paid by invoice, and you can select this option when at the check out. We offer 7 day payment terms. You pay your invoice by EFT or credit card. Please send us remittance advice to firstname.lastname@example.org.
Can I get a statement for my account?
You sure can. Email email@example.com to request a statement of your account.
How much is delivery?
Delivery is free for most customers in metropolitan areas. Outside of these areas a flat rate cost is applied based on your postcode & the size of your order, this will be calculated at checkout.
There are some areas that we don’t have predetermined quotes, instead you will be prompted to email us at checkout and we can process your order manually.
How long does shipping take?
We deliver to most locations in 3-5 business days from the date of ordering.
How will I receive my order? Which carriers do you use?
Orders will either be received as loose cartons or delivered on a pallet. This is determined by the size of your order.
For all orders less than 32 cartons your order will be sent as loose cartons via Couriers Please, Australia Post or Startrack. A tracking link will be sent to you once the order has been dispatched.
For those really big orders, 32 cartons or more, your order will be automatically sent on a pallet with a pallet carrier. We have a number of different carriers we use for these orders based on location. You will receive an email confirming which carrier this is, unfortunately this doesn’t always include a tracking link (some carriers don’t have this), if this is the case then you can email us and we can check on the status of your order by contacting the carrier.
Instructions for large, pallet-sized orders
Larger orders will be delivered by pallet carriers as our standard process. This is important to make sure all our larger orders are delivered in full and on time! This also helps us avoid damages on boxes.
When you place your order, you will be asked some specific delivery instructions. These are 1. Do you have a forklift? 2. Do you require a hand-unload?. These answers are passed onto the warehouse & carriers and will help make sure your delivery is processed as per your requirements.
For hand-unloaded orders, the driver will unpack the pallet and leave the cartons in a secure location, or in a location that you specify. You may be asked to assist in the unloading of the order.
How can I request different delivery methods & instructions?
When you place an order through the portal we will do our best to ensure that these are followed by the carrier, however depending on the instruction is not always guaranteed.
Easy to follow instructions:
Harder to follow instructions:
If you do have specific instructions or are worried about your delivery it’s best to email us before you place an order (or immediately after) and we will try our best to accommodate.
We are also looking at how we can give you more delivery options when you place an order, so you have more control on how your orders are received.
Pallet & Shrink Wrap
It is a legal requirement for orders delivered on a pallet to be wrapped in plastic. We don’t like this either and we are currently investigating more eco-friendly alternatives. Stay tuned!
Can I add multiple addresses?
Yes! You can add as many addresses to your account as you have sites. At checkout these will all appear as a drop-down list to choose from.
Note: You can only send an order to 1 address at a time.
How can I see my past orders & invoices?
Follow the prompts on your account page. This will show all of your orders, with downloadable invoices. Stay tuned for the payment status of these invoices, this will follow in the coming months.
I still need help!
That's ok! Send us an email and we’ll get back to you within 24 hours:
Valid through 31 July, 2017 for first time customers in Australia only. Minimum purchase size is $48, and can't be combined with any other offers. Learn more about save the children at savethechildren.com.au
Catch us at the cabanas, we’re on a break! We’re off from December 21 through January 2. You can still place orders as usual, but they won’t ship until we’re back.Okay, don’t forget the sunscreen!
🍹 Daiquiris by the pool, anyone? Catch us at the cabanas, we’re on a break! We’re off from December 21 through January 2. You can still place orders as usual, but they won’t ship until we’re back.