Help

Welcome To WholesalerDirect Customer Service
Our web philosophy is to listen to our customers and constantly improve our site to better serve your needs.

In this section, we will try to answer every question you may have about our company, the way we do things and the how to use the website.

The questions are grouped in subject categories. Click on the category to view the relevant questions and answers.

If you cannot find an answer to your question, click Contact us to email your question or call our support team. We will be happy to answer any question.

General Information
Navigating the website

Drop shipping

About security

About Privacy

Satisfaction guarantee

How often do you bring new products?

Your feedback

Prices

How often do prices change?

Are prices Negotiable?

Registration

Is registration free?

Why do I need to register?

How can I change my personal/company details?

How long does the registration last?

Search - Finding Products

Can I browse through the product categories?

Can I search for a specific product?

Warranty

Do all products have a warranty?

How long is the warranty period?

About Orders
Can I see and touch the products before I purchase?

How do I place an order?
Can I order larger quantities of an item than currently is available on the website?

How can I change my order?

Can I change my order once the order is already placed?

How can I cancel an order?

How long after payment, will I receive my order?

Why was my order sent in multiple packages when everything can fit in one box?

Why some products cannot be added to the shipping cart?

What happens after I request the shipping cost of a product?

If I Request Shipping Cost for a product when will that product be shipped?

If I Request Shipping Cost for one product when will the rest of my order be shipped?
Can I check the status of my order?

What should I do if I am missing an item from my order?

Payment Options

What kind of payment options do you accept?

How do you protect my credit card details?

How does BPAY works?

Do you accept personal/business cheques? 

Do you sell on credit?

Can I pay cash for my order?

Shipping - delivery

How do you price the shipping cost?
How do I know when my order has been sent?

Do you offer shipping consolidation?

Why was my order sent in multiple packages when all of the products could fit in one box?

What shipping companies do you use?

Can I select a shipping company?

Can I use my pre-paid or my account shipping facility to collect my order?
Can you ship to a P.O. Box address?

Can I ship to more than one location?
What if I am not shipping to my billing address?

What will happen if no one is home to receive the order?

Can I collect the products I purchase from your warehouse?

What should I do if the tracking number I received is not working?

What should I do if my package(s) arrives damaged?
When can I file a claim for a lost, damaged or tampered package?

Product Returns

When can I return a product?
How can I request a Return Authorisation Docket (RAD) number?

What products can I return?

Refunds

When can I ask for a refund?
How can I request a refund (RF)?

How do you refund my money?

How long will it take for the funds to appear in my credit card?
Can I use the refund to pay for another order?

Product Exchange

When can I Exchange a product?

How can I request a product exchange (RPE)?

Restocking Fees
What are the Restocking fees?
When will Restocking fees be charged?

General Information
 

On each page, you will find a number of help links related to the function of the page.

Navigating this website, When you access the Wholesaler Direct website from the Home page you will see a number of products spreading to a number of pages. Each product represents one category, by clicking on the link “Add to Cart” it will automatically add the product to the cart and a new page will open where you view the shopping cart.
Click on the link  “View Details” or on the product image and you will be transferred to a page where you will view a larger image of the product, the product details, the “Add to Cart” image and on the top of the page you find the “Home > View more” (product name).

Click on the link Home to take you back to the home page.

Click on the link View more (product name) on the top of the page under the product name to view more products from the same category.

Drop shipping

If you wish to resell our products and you do not wish to stock the products, we offer dropshipping service direct to your clients. Contact us for further details on dropshipping.

About Security

Our sites are hosted on our own dedicated web servers in a secure environment offered by a very reputable Australian ASX listed, web hosting company.

We offer online and offline payment options. Our online payment is direct to National Australia Bank and we do not view or hold any credit card details.

About Privacy
Your privacy is important to us! Wholesaler Direct is committed to respecting your
privacy through the protection of your Personal Information. We will not sell your Personal Information to any organization, for any purpose.

Your Personal Information is kept confidential and secure and is not disclosed to anyone outside our group of companies and our selected third party service providers/business partners (shipping companies) without your consent, unless is required by law.

You have access to your own Personal Information, and correct any inaccuracies.

How we use personal information.
We do not sell or rent personal information to others.
We do not use cookies to track movements on websites other than our own.
We do not disclose personal information to non-Affiliates except in the following situations:

·          When you request or give us permission to do so.

·          when we use service providers and contractors (such as credit card issuers, cheque cashing bureaus, mailing and fulfilment houses, customer service or research companies, etc.) for limited purposes to assist us in completing our transactions with you, maintaining or conducting our business, or doing customer research;

·          When appropriate to prevent harm or injury (such as for product recalls, preventing fraud, or handling claims or other liabilities), or to comply with valid legal process and applicable laws.

Satisfaction guarantee: We hope that you are completely satisfied with your purchase. If for any reason you are not satisfied with a product from Wholesaler Direct, simply return the product within seven (7) days of the purchasing date, for a refund or exchange. Your satisfaction is important to us. If you are not satisfied with your purchase and you do not wish to return the product, please Contact us and let us know the reason you are not happy with the product or the service. We will do everything possible to reverse your feelings.  

Please note:  Only the purchase price of the product and the applicable taxes will be refunded. Shipping, handling and bank charges will not be refunded unless an error occurred on our part, or merchandise is defective or otherwise not as advertised.
You must request a Return Authorisation Docket before returning a product. Please read the "Damaged Products Returns and Claims" section of the Terms & Conditions on our website.

How often do you bring new products?
We import new products every month and do purchase Over-run lots from overseas manufacturers.

Your feedback
Wholesaler Direct understands the importance of customer service, and always strives to please our customers with helpful, reliable and friendly customer service.
In order to assist us in serving you better, we encourage you to offer us your input and feedback. This helps us ensure that we are able to meet your needs.
Please feel free to Contact Us and offer us your feedback or make suggestions to improve our website.

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Prices

How often do prices change?
Prices will change only when the existing stock is sold out. Prices may go up or down according to the cost of the new imported stock. We will do our best to keep prices amongst the lowest in the country.

Are prices Negotiable?

Prices can be negotiated if your order is very large.

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Registration
 

Is registration free?

Registration is free and will stay free for life.

Why do I need to register?
Registering takes just a few minutes, but it will save you lots of time and typing on your future visits.
When you register with us, we'll save your shipping information so that you don't have to enter it again. You will also be able to save your shopping cart for later use and your orders to use the information for claims, warranty verification and requesting a Return Authorisation Docket. Wholesaler Direct is committed to safeguarding the privacy of our customers. For more about how your personal information is protected, visit our General Information heading on top of the help page and read the About Privacy and About Security sections.

How can I change my personal/company details?

To change your personal details you need to login and click on Update your Details. All of your information is stored and can be managed under the My Account link.

How long does the registration last?

Registrations never expire.

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Search - Finding Products

Can I browse through the product categories?

Yes, just select the category on the left hand side of the screen and click to view the products listed under the category. Note: If the number of products under the category is large, the products will appear in more than one page, click “Next” to view the next page.

Can I search for a specific product?

The search engine is searching through the product name and the product details for the exact word, you type in the search box. If you know the exact product name, you should type the whole name in the search box. If you are not sure about the correct spelling or the full name of the product of the product then you should type one word that describes the product. 

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Warranty

Do all products have a warranty?

All of our products offered with warranty.

How long is the warranty period?

Not all products have the same warranty. You will find the warranty for each product on the product detail page.  
 

About Orders
 

Can I see and touch the products before I purchase?

Yes you are welcome to visit our showroom at 257 Illawarra Rd, Marrickville
NSW, 2204 Ph: (02) 9558-8888. The showroom is usually open 6 days; I suggest you call us before arriving just to make sure someone will be there for you.

How do I place an order?

It is best to login before you place an order. You will be asked to login or complete the registration before you checkout so it is best to register before you start placing your order.  

It is recommended that you start from the home page where it will be easier to view the products.

1) To place an order is simple just select the product you like to buy and click on the “Add to cart” button. You can add as many products as you like on the cart and at any time and you can remove a product or change the quantity of the products you wish to buy. Make sure to click the “Update cart” button in order to validate the change.

2) The next step is to add the postcode of the suburb you want the products to be delivered. 

3) Then click on the “Update cart” button to calculate the shipping cost.

4) Then click on the “Checkout” button.

5) If your shipping address is the same as your registration address then tick the box next to “Shipping Address and Details are the same as the Billing Address above” and click the “Proceed” button. If your shipping address is not the same as the registration address DO NOT tick the shipping address box, just click on the “Proceed” button and you will be asked to complete the new shipping address.

7) Make sure your shipping details are correct and continue to select the payment option.

 Can I order larger quantities of an item than currently is available on the website?
The system will not allow you to place an order larger than the available stock. We import all of our products and as international shipping is not always on time we cannot guarantee the time of the next shipment.

How can I change my order?
You can add, remove products or change quantities any

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