Frequently Asked Questions
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Frequently Asked Questions

Finding products

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How does the search our website work?

Our product search tool allows you to search our entire database of kitchenware and hospitality products using a keyword or phrase. Try to avoid short words and include keywords relevant to the product you want to find. If you don't find what you need, you can try other similar words to describe your product, for example glass, stein, tumbler, mug, and taster. Once you get to a list of products you can filter sizes and colours to find the product you are looking for. As always, if you can't find the product you are looking for you can contact us by phone on 1300 998 768 or email at sales@hospitalitywholesale.com.au or by live chat (during office hours when available).

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How can I filter the product listing pages to find the product I want?

When there are lots of products to choose from you can filter the product results by using the filter sliders on the left side of the website. You can filter by capacity, heights, width, etc by adjusting the sliders to select the desired range, and then click the submit button further down the page under the filter options. You can also change the sort order and in some cases you can select a subcategory to further filter the products being displayed.

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Can I ask you to help find me a product?

Yes, we are happy to help you find the product you are looking for. We have thousands of products and many more products that are not yet on our website. If you don't find the product through our listings or product search, you can contact us on 1300 998 768 during business hours or email or even live chat (when available). Our experienced sales team have extensive experience and will do their best to help you with your requirements.

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Are there specials on some products?

Yes, we do have specials from time to time on a range of different products. You will see the red SALE button on some products indicating that they are currently available on sale, but for a limited time. The other buttons indicating a percentage off are products available at our everyday low price.

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What is a product set?

Some products are available in a range of sizes or colours so we group these products into a set so that you can easily identify the same product available in a different size or colour and so that our product listings are not crowded with similar products. You can click the link to show the hidden products on our listing pages and the number of hidden products is indicated.

Checkout and ordering

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Can I create a shopping cart now and checkout later?

Yes, but make sure you create an account or login to your existing account so that you can log back in later to checkout. You can create a shopping cart as a guest, and when you register or login it will be migrated or added to your account (as long as your guest session has not expired). This means you will never lose your cart items, but if you already have items in your cart, then come back to the website and add items to your guest cart, you guest and members carts will be combined when you login. You can modify or remove items from your cart before you checkout.

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What do I need to do to get an account?

You need to enter enough details to allow us to process your order. When you register your account you only need to enter your name and email address and choose a password, which takes no time at all and is free. When you place your order through the checkout you will need to enter or select a delivery and billing address, select payment method and confirm your order. Our website remembers your previous addresses so you don't need to enter them every time you place an order.

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How do I recover my password if I forget it?

You can use the password recovery tool from the login page if you forget your password. All you need to do is enter the email address you used on your account and we will send you a temporary password that you can used to login to the website. You can change your password at any time in the My Account area. If you do not receive the email with your temporary password please check your spam folder and or enable receipt of emails from sales@hospitalitywholesale.com.au. If you are still having problems logging in please contact us and we will be happy to help.

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Is the checkout secure?

Yes, our website uses 128 bit encryption with a security certificate from a recognised issuer. We take every precaution with your privacy and do not make your details available to any other organisation. You don't actually pay for your order when you checkout (you will be contacted for payment once we confirm your order) so you don't have to worry about the security of your credit card details. You can shop with confidence knowing that we take internet security very seriously.

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What are the payment options?

You can pay by credit card (including Visa, Mastercard and AMEX), by bank transfer, cheque or cash. You select your payment option during checkout, and we will send you further details or contact you for payment once we confirm your order.

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How long does delivery take?

Delivery time is usually from 5 to 10 working days from the date of payment depending on stock availability and your location. We use a number of couriers as well as Australia Post to ensure the most effective delivery of your order anywhere in Australia, however we are unable to guarantee delivery estimates.

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How will I receive updates about my order?

We will send you regular updates about your order by email and you can check the order status in your My Account area on our website (via our login). From the My Account section click on Orders, then click the view link next to the order you want to see, and then scroll down to the bottom to see all the communication we have sent you about your order. Notifications include: order confirmation, payment confirmation, dispatch confirmation (and tracking information where available), and any other important details about your order.

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What if I don't want the products anymore, can I return them?

With the best of intentions we understand that goods sometimes arrive in less than perfect condition. If you are not 100% happy with the condition of your order please contact us immediately. We will be happy to authorise a return of unused goods as long as we are informed within a week of delivery. A replacement item will be dispatched as quickly as possible, or a refund should this be impossible, as we do not guarantee replacement of damaged goods.

Other services

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Can I get my kitchenware products branded with my logo?

Yes, it is possible to brand many of our kitchenware or hospitality products. Many of our products such as glasses, cups and mugs can be engraved, while other products such as uniforms and tea towels can be embroided, and others can be custom printed. Please contact us to discuss your custom branding requirements as we have a lot of experience getting the job done right.

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Can I get a quote for a big order of lots of products or lots of a product?

Yes, we can provide quotes and we can often provide significant savings off our already low prices when you are ordering in bulk. Whether you require a large quantity of a single product or lots of different products, we are happy to quote you our best price.

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Can you help with a custom job that requires sourcing a variety of specialist products?

Yes, our product range includes thousands of products that are listed on our website and many more that we have not yet added. We can deliver orders to meet your requirements, such as a set of products shipped to different locations, or an order containing all the products required to fit out a block of units or hotel rooms, packaged so that the right products go to the right place. Contact us to discuss your requirements and let our experienced team organise your custom job.

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Can I order for my school kitchen to get all the products in one order?

Yes, we have lots of experience providing all the kitchenware products required for a school kitchen and we can recommend the most suitable products for your classroom. Contact us to find out more and to discuss your requirements.

More questions, contact us .

 

 

 

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