Frequently Asked Questions
Forgot my password?
No problem. There is a link to reset your password on the login page. Simply enter the email address you used to create the account and an email with instructions on how to reset your password will be sent.
Do you have a minimum order value?
We do not have any minimum order requirements. When ordering please keep in mind the minimum freight cost of $15
What does box quantity mean?
The box quantity is the number of units per box. This is not a minimum order requirement but rather a guide for larger orders, as boxes are easily transported and stored. If you wish to order the full box increase the quantity to reflect the number of units in the box.
Products
How do I know if an item is In Stock or Out of Stock?
When you are logged into your wholesale account any out of stock items will be shown as 'available for backorder'.
If I add an out of stock item to my order will it go on backorder?
Yes, and once the item is back in stock, we allocate by sales order number.
What does available for backorder mean?
We continually replenish our stock and sometimes sell through incoming stock. We encourage you to add items to your cart for backorder so that you are in the queue for the next available stock. You only pay for the stock once it is available for shipping to you. We will contact you before the stock arrives to confirm your requirements.
Do you offer product guarantees?
Yes, we offer product guarantees, see terms & conditions for return policy. Many of the Burgon & Ball range of tools have 10 year and lifetime warranties against manufacturing faults. Please email a photo of the faulty item to info@qualityproducts.com.au for credit assessment.
Orders
How will I know that you received my order?
After you have placed an order, you will receive an email confirming that your order has been received. There is no need to pay upon receiving the order confirmation email. Once your order has been packed the invoice will be shared by email, at which point you can make a payment.
You will be able to see your order history as well as shipping status when you are logged in.
When will my order be processed & dispatched?
Your order will be processed as quickly as possible, and we endeavour to dispatch items within 48 hours.
Orders received Monday through Friday, Sydney time (AEST), are generally shipped the same day or next business day.
If for any reason, we cannot meet our dispatch goal we will contact you straight away.
Where can I find my order history?
When you are logged in you can click on "Account" to see your order history and wish list.
Delivery & Faulty Items
How long will it take to send / receive my order?
Please allow up to 5 working days for delivery.
Metro and capital cities should receive goods within 3 business days, regional areas (including WA) within 6 business days, with further potential delays experienced during public holidays and at peak times.
Please note that as all orders are shipped from Sydney, some regional and remote areas in Australia will experience increased delivery times.
Most orders will be delivered via the Australia Post eParcel service; except for oversized / bulky items which will be delivered via other couriers.
How do I process a faulty item?
We take pride in the quality of all our products but sometimes items are faulty. Please email a photo of the faulty item to info@qualityproducts.com.au
How much is Delivery?
Freight is charged at cost once we have packed the order. As a general guide our system estimates the delivery fee at 6% of the order value. Please note SA, WA and NT is approximately 10% of the order value.
Orders with oversized items that can't go via Australia Post will have slightly higher delivery costs. The minimum delivery charge is $15
Payment
When and how do I pay?
You
only pay for your order once we have packed what we have available and
invoiced you including freight at cost. You can pay by credit card
online via the invoice in your accounts section. There is no surcharge
for credit card payment. You can also pay by EFT via the bank details
on the bottom of your invoice. Please email your payment confirmation
to info@qualityproducts.com.au to ensure your order dispatch is not
delayed by the bank transaction times.