FAQ
Ordering and Shipping
I'm having problems placing my order.
If you are having problems placing an order or finding items on the website the quickest way to get immediate support is to use our Live Chat or call
0800 080 4657
. Live Chat and email support is available during normal business hours, 8am - 5pm Monday to Friday except public holidays. Alternatively, you can email
[email protected]
.
Once an order is placed, can I cancel it or change the order?
Cancelling or changing an order is no problem but is dependent on where the order is in the system. We recommend that you contact our Live Chat or Customer Services on
0800 080 4657
as quickly as possible during normal business hours 8am - 5pm Monday to Friday except public holidays. If your order is placed outside of business hours, please email
[email protected]
ASAP so we can alter your order status on the first business day, if possible.
Orders that are cancelled late in the order phase and have been delivered can be returned as per the SupplyMe Returns Policy. Please note that some items are non-returnable like special orders or custom-made items, perishable items, first aid, assembled furniture sent flat packed, disposable PPE etc. If you are unsure if an item can be returned, please make contact with our Live Chat or Customer Services on
0800 080 4657
as quickly as possible during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
.
What is your returns policy?
SupplyMe will accept the return of goods for credit or refund for any product that is returned unopened and in original resaleable condition within 14 days - except for food and beverage products, special order or custom made products, first aid, assembled furniture that was shipped flat packed and disposable PPE. These exempted items may not be returned.
Please note that returns will only be accepted if accompanied by a valid SupplyMe RA number. To obtain a RA number, please contact Customer Services
0800 080 4657
during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
.
All returns must be in resaleable condition and unopened with no writing, labels or damage to the outer packaging.
Please ensure that when returning products to SupplyMe that you package the returning goods inside an outer box or wrap them in suitable packaging material to ensure no damage to the goods. Do not write on or apply courier labels or tape to the original packaging as we may not be able to resell or issue a credit.
A restocking fee may apply for goods being returned.
Delivery charges will not be refunded and in some instances, you may be charged for collection.
Do I get track and trace for my orders?
SupplyMe provides track and trace for all orders on request during normal business hours.
If you have not received your order within 3 - 5 business days please make contact with our Live Chat or Customer Services on
0800 080 4657
during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
so we can follow this up with the couriers. SupplyMe is here to support your deliveries from placement of order to final delivery.
How long will it take to dispatch my order?
SupplyMe endeavours to provide a 1 - 3-day delivery time frame on all paid or on account orders placed by 12pm Monday to Friday (excluding public holidays). Rural and provincial deliveries may take a day or two longer.
Orders placed during weekend hours and public holidays will be processed the following working day.
Delivery times may vary in the event of a pandemic outbreak, natural disasters or weather events that can affect courier systems and business operations. Your patience around these circumstances is appreciated as they are outside our control.
It is important that if you have not received your order within 3 - 5 business days to make contact with our Live Chat or customer services on
0800 080 4657
during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
so we can follow this up with the couriers.
What happens if part or all of my order goes to backorder?
SupplyMe carries large inventories to ensure quick dispatch of your orders but from time to time available stock does fluctuate and goes to backorder. If items do go to backorder SupplyMe will endeavour to notify you ASAP.
My order has arrived damaged, what can I do?
In the event that your order has arrived damaged, or you have received faulty goods, please contact Live Chat or Customer Services on
0800 080 4657
during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
ASAP. In most cases we will require the goods to be returned to SupplyMe. If your claim is approved, SupplyMe will either replace the goods or offer a refund.
What happens if my order is lost or stolen during shipment?
If your package is lost or stolen during shipment SupplyMe will contact the shipping company to conduct an investigation to locate the package and try to recover it. If the package cannot be found, SupplyMe will either resend the order or offer a refund. It is important to keep in mind that the process and timeline for resolving a lost or stolen package may vary depending on the specific shipping company and the circumstances of the incident.
Couriers may leave your parcel at your premises if you have given an “Authority to Leave”, whereby your order is deemed delivered. SupplyMe does not accept responsibility for any loss or damage which results from this “Authority to Leave” instruction.
What are your shipping rates and do you offer free shipping?
Delivery is free for all general orders over $65 + GST. For general orders under $65 + GST there is a $6.50 + GST freight charge. Please note that freight may be charged for bulky items, hazardous goods, some furniture products and some custom-made orders. We charge freight at cost and will always ask for approval before billing bulk freight.
What if I'm not home when the package is delivered?
If you're not home when the package is delivered, the delivery company will typically leave a notice at your door or in your mailbox. The notice will contain information about the delivery attempt and provide instructions on how to reschedule the delivery or pick up the package at a nearby location, such as a post office or a delivery centre. Depending on the shipping company and the service you chose, you may also have the option to authorise the delivery company to leave the package in a safe place, such as on your porch or with a neighbour. However, it's important to note that leaving a package unattended can increase the risk of theft or damage, so be sure to consider the risks before selecting this option.
Couriers may leave your parcel at your premises if you have an “Authority to Leave”, whereby your order is deemed delivered. SupplyMe does not accept responsibility for any loss or damage which results from this “Authority to Leave” instruction.
General FAQ's
Do I need an account to buy from you?
No, you do not need an account to purchase from SupplyMe. Our full range of services and products are available to you as a guest user and you can simply pay by either credit card or bank transfer at checkout.
What are the benefits of opening a business account with SupplyMe?
There are lots of benefits in opening a business account with SupplyMe.
20th of the month account
SupplyMe online account access with business rates and order history
Customer specific pricing
Full account management and support
Do you offer special volume pricing and pallet rates?
SupplyMe offers special volume and pallet rates on most items to its customers. Simply call or email our support team on
0800 080 4657
during normal business hours, 8am - 5pm Monday to Friday except public holidays or email
[email protected]
with the items you need special rates for.
Do you have a store that I can come to?
We are a full-service online store only, and we do not have walk-in showrooms.
I want to order clothing and footwear but I am unsure of the sizing?
All products have a size chart within the description to help you purchase the correct size, but please call or email should you have size questions.
If you order a size that does not fit, you simply need to call Customer Services for an exchange or refund and we will arrange an RA for you to return the goods back to SupplyMe.
Please ensure that all tags are still attached to the goods, that they are in their original packaging and in resaleable condition. We are unable to offer refunds or exchanges if goods are not sent back in a resaleable condition with the tags intact.
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