Click & Collect FAQ
What is Click & Collect?
Click & Collect allows you to pick-up your order from our warehouse, rather than waiting for delivery.
How do I place a Click & Collect order?
If placing your order online, you will be able to select the Click & Collect option if it is available for your order.
If placing your order via phone or email, please request the order go through as Click & Collect. Someone will be in touch if this option is not possible for your order.
Will Click & Collect be available for all orders?
No. Click & Collect is only available for items that are in stock at your local warehouse. Click & Collect is not available for items on Backorder.
Is there a fee for Click & Collect orders?
Yes. There is a collection fee of $15.00 + GST, that will be added to each of your Click & Collect orders.
When will my order be ready for collection?
We will send you a collection notification email as soon as your order is ready. We move quickly to ensure you can pick up your order as quickly as possible.
How will I know when my order is ready for collection?
You will receive a collection notification email advising when your order is ready for collection.
Within what hours can I collect my order?
Our warehouses are open Monday to Friday, between 6am and 4:30pm, excluding public holidays.
What do I need to bring with me to collect my order?
Whether collecting your order yourself, or on behalf of someone else, you will need to bring a device (mobile phone, iPad etc.) with access to the collection notification email. You must have the actual email on your device, not a photo of the email.
Can someone else collect my Click & Collect order?
Yes. Someone can collect your order on your behalf, as long as they have the emailed collection notification on a device.
Is this a secure service?
Your order will not leave our premises with anyone who does not have the collection notification email. The person collecting your order will be required to provide their name, and we will be taking note of their vehicles number plate for our records. An email confirming the pick-up will be sent via email, containing the person’s name – all in real time.
How long do I have to collect my order?
Click & Collect orders must be collected within 2 business days from the date the collection notification email is sent. If your order is not collected within this time, the order will be cancelled, items returned to the shelf, and the $15.00 + GST collection fee will be invoiced to your account.
Where do I go to pick up my order?
Will someone help me load the goods into my vehicle?
Yes. Our team will help you load your goods into your vehicle if required. Our team will not get into your vehicle or strap your goods for safety reasons.
What if it doesn’t fit in my vehicle?
We cannot split your order or allow you to take only part of your order. Your order will need to be taken in full.
How do I cancel a Click & Collect order?
Please call 1300 222 600 or email email@example.com, quoting your Sales Order number.
If you cancel prior to receiving the collection notification email, you will not incur the $15.00 + GST collection fee.
If you cancel after receiving the collection notification email, the $15.00 + GST collection fee still applies.
Can I change my order?
Because we move so quickly, making changes is not possible.
Can I add to my order?
We can’t add to the existing order, but you can place another Click & Collect order. The $15.00 + GST collection fee will apply to this order also.
I’ve changed my mind; can I get a refund?
You can return the order, or part of the order, following our normal Returns policy. To request a return, please call 1300 222 600 or email firstname.lastname@example.org,
quoting your Sales Order number, the item numbers, and quantities you’d like to return. Please do not return the goods to your local warehouse, we will organise a collection.