Do you have any questions about your account, payments, pricing, orders, shipping, returns or services? We answer them here.
We do! If you are based in Australia and are spending over $1,000 on industrial products every month, you may want to consider opening a business account with us.
Just click on the “Unsubscribe” link at the bottom of the email you have received, and you’ll be off the list. Alternatively, you may email our webmaster and we'll take care of your request.
No. We only keep your contact details. You’ll need to enter your credit card details each time you order.
We accept Afterpay, bank deposit, PayPal, zipPay, American Express, MasterCard and Visa. And of course, we accept AIMS gift vouchers.
Yes. You can purchase a gift voucher here.
Gift vouchers are one of the items we don’t offer returns on. Fortunately, they have no expiry date so you can use them any time in the future.
You lucky devil! Just choose to pay for all or part of your order at the checkout.
It doesn’t. AIMS Gift Vouchers have no expiry date.
Yes, Goods and Services Tax (GST) is included, and the specific amount is indicated in the order summary.
In some cases, we can. The amount varies by product type. In some cases, there is very little margin to work with but in other cases, depending on the quantity involved, the discounts can be significant. Email us and we'll send you a quote.
Yes. If you are a reseller, then we have special pricing for you. Let's talk via email so we can directly assist you.
It's possible to do this by appointment, however this option is not applicable to all products. Best to check with us first via chat or email.
If you’ve placed your order online through the website and you have the order number (eg. Nxxxxx), please refer to this guide. The actual status of your order is indicated by a label (eg. PICK, ON HOLD).
If you’ve placed your order online through the website and have requested us to make changes to the order offline, please follow up via chat or email.
If you’ve placed your order offline or via telephone, please follow up via chat or email.
When we shipped your order, we should have emailed you a tracking number if one was available. If you can’t find it for some reason, just let us know via email and we'll follow up for you.
You sure can. Just nominate “Pick Up” when you check out. The “Pick Up” option will only be offered to you if you enter a Metropolitan Sydney Postcode (eg. 2000) in the delivery address. Please wait for one of the team to let you know that your order is ready for pick up before visiting the warehouse. This will ensure your order is ready and you don’t waste your time needlessly. Here are our business hours and address.
Yes! We call it “Pick Up”. Refer to the previous answer for the details.
It varies depending on the product. Some products are ex stock at all times whereas we need to source others from the manufacturer or wholesaler. We aim to ship all products within three (3) business days of order but if you have a specific timeline, please contact us and we will advise the specifics for your required product(s) and transport to your location.
You may occasionally see product listings marked "Out of Stock - Contact Us For Lead Time". Clicking the button takes you to a contact form pre-filled with the item's details. As soon as we receive your submitted inquiry, we immediately coordinate the item’s availability with our supplier.
The product I want is out of stock, but I'm willing to wait. The lead time is acceptable to me. How do I place my order for those items?
If it is during business hours, you can chat with us and one of the team will make the product available for you to order online immediately. Alternatively, if it is outside business hours, let us know the item(s) and quantity you need via email, and we'll follow up as soon as we’re back in the office.
We sell a lot of products which are not on the website and we’re constantly expanding our range. Contact us to enquire.
Email us or call 02 9773 0122 (during business hours) and we’ll promptly assist you.
Absolutely! Just remember that it may take a few extra days for your order to arrive if you live in a regional or remote area.
We ship via Australia Post, TNT and Go Logistics. If you’re local, you also have the option to pick up your order from our warehouse at Padstow, NSW. We advise that you contact us first to make sure that your order is ready for pickup.
Unfortunately, our freight providers don’t offer deliveries on weekends or public holidays.
We aim to ship all products within three (3) business days of order.
Returns, Refunds and Warranty Claims
Have a look at our Returns and Exchange Policy for information on how to do this. The process may vary, depending on the reason you are returning the product.
Yes, but provided the product is eligible for a return. Note that you will be refunded only the amount you actually paid (the discounted price at the time of transaction).
Your Specific Question
You may still have other concerns in mind. Please don't hesitate to send your question via email and we'll attempt to answer it promptly.
For questions regarding your account, quotes, orders and more, please visit our Help Section.