Customer Service & help
Contact UsCustomer Service & Help
Get clear answers on quotes, delivery & tracking, returns, warranty, installation, finance, spare parts, custom print and demonstrations — so your kitchen can keep service moving.
Snapshot: With decades of hospitality experience and 25,000+ products, we help you specify fit-for-purpose equipment, coordinate delivery, and support you after install with warranty guidance and spare parts.
Quotes & orders
For a fast, accurate quote, share your menu, expected throughput, utilities (power/gas/water/ventilation) and delivery address. We’ll confirm specification, stock/ETAs and provide a clear, itemised quote.
Delivery & tracking
We deliver Australia-wide. Standard delivery is weekday curbside/ground floor. Premium services include tail-lift/two-person, timed delivery windows and inside delivery where safe access allows.
- Tracking: We’ll send tracking or delivery details after dispatch. Multi-item orders may arrive separately. If dispatch is by our supplier, we will send you this information as soon as becomes available.
- Access: Please confirm stairs, lifts, door widths and parking/loading restrictions before scheduling delivery to avoid additional charges.
Returns & RMA
To request a return, contact us for approval and an RMA (Return of Merchandise Authorization Number). Change-of-mind returns are discretionary and typically require goods to be unopened in original packaging; restocking and freight fees may apply. Custom or special-order items are generally non-returnable.
Warranty & repairs
Manufacturer warranties apply in addition to your rights under the Australian Consumer Law. Many brands require correct installation/commissioning and scheduled maintenance. We’ll help connect you with the authorised service network.
Installation & site readiness
Unless quoted, installation isn’t included. We can in some instances coordinate qualified technicians and commissioning to meet manufacturer requirements and Australian Standards. Ensure utilities and clearances are ready before delivery.
Payment & finance
We support common payment methods such as bank transfer, Visa & Mastercard with a 1.5% surcharge on the credit card facility, we do not accept Amex or Diners cards; and can also arrange a hospitality equipment finance quote through reputable partners. Finance can help align repayments with cashflow for new venues and upgrades.
Compliance & documentation
Need SEED certification, Australian Standard references, equipment specification sheets and install/clearance requirements? We can provide documentation and liaise with your designer, the Health Department or your builder to streamline approvals and compliance.
Custom print & branding
Put your brand front-of-house with customised disposables and packaging. Popular lines include hot & cold cups, napkins, food containers, greaseproof paper, carry bags and labels. Selected products offer low MOQs; lead times vary by item and artwork approval.
- How it works: choose products → upload vector artwork (AI/EPS/PDF) → approve digital proof → production & dispatch.
- Tips: provide Pantone references for brand colours; allow for tolerances in print & positioning.
Demonstration request
See equipment in action before you buy. We can arrange in-person or virtual demonstrations for popular categories such as combi ovens, speed ovens, oil filters, Veg prep machines, food processors and dishwashers. Share your menu and preferred date/time and we’ll coordinate the session.
- Format: live or virtual sessions, typically 45–60 minutes.
- Outcome: hands-on understanding of features, capacity, utilities and workflow fit.
Spare parts
For parts, share the model/SKU and a brief description of the issue. We’ll identify the correct item and connect you with an authorised service agent if needed.
Customer Service — FAQs
1) When will I receive my delivery?
We provide an Estimated Delivery Date (EDD)—not guaranteed. It factors order processing (typically 1–2 business days, sometimes as fast as 2 hours), handover to the carrier, and transit to your postcode. Made-to-order/imported or out-of-stock items add lead time.
2) How do I prepare for my delivery?
Confirm checkout details are correct. Standard service is curb-side. Ensure safe, clear access (parking, doorways, stairs/lifts). If you purchased an upgraded service (timed/inside/tail-lift), ensure someone is available for the window.
3) Who needs to sign for my delivery?
You or an adult representative (18+) must be present for large items. Missed attendance may incur a redelivery (futile) fee. Third parties should inspect packaging and note any visible damage before signing.
4) What am I responsible for upon delivery?
For parcels with Authority To Leave (ATL), items may be left at a safe location. For freight deliveries, check for damage/shortage before signing and note issues on the delivery docket; contact us within 24 hours. A clean signature indicates full acceptance in good condition.
5) What additional fees may apply?
Fees can apply for upgraded services (timed/inside/stairs/positioning/depalletising/uncrating) and for redelivery when address/access/availability info is incorrect. Pay promptly to avoid delays.
6) Delivering to a freight forwarder?
Yes—tell us at order time. Extra details and charges may apply based on the forwarder’s window and location. If you appoint a forwarder, they must note visible damage at handover.
7) Can I change the delivery address after I place my order?
Often not, as orders move quickly to dispatch. For longer-lead or made-to-order items, we may amend with a revised freight fee if timing allows. Once dispatched, changes are rarely possible.
8) What are futile/abort delivery charges?
Carriers may charge if delivery can’t be completed (no one on site, access issues, refusal). These fees must be paid before redelivery.
9) My order has items with different lead times — how is delivery handled?
We confirm ETAs per line item. In-stock items may ship first unless you request a single consolidated delivery. Partial deliveries are common; each dispatch receives separate tracking. Consolidation can extend the overall ETA—tell us at checkout if you prefer a single drop.
10) Parcel deliveries — how many attempts will be made?
One attempt is standard. After the first attempt, parcels go to the carrier’s local facility for collection or you can request paid redelivery.
11) Click & Collect — what do I need?
Bring photo ID, your invoice and our pickup reference/time window. If nominating another person, provide written consent plus proof of purchase. Collect within 24 hours and ensure your vehicle suits the size/weight.
12) How do I track my order?
We’ll email tracking or delivery details after dispatch. Multi-item orders may arrive separately.
More delivery details (exclusions, ATL, futile fees)
Delivery exclusions & notes
We arrange delivery to your business. Some items may take longer and items ordered together may not arrive the same day. Orders may ship from multiple suppliers/warehouses. Delivery is usually provided by independent carriers. PO Boxes/APOs are generally not serviceable. Rates cover processing, handling, packing and metro delivery; surcharges may apply to certain items or services. Any free delivery offers are discretionary and subject to a minimum order.
Authority To Leave (ATL) for parcels
For smaller parcels (e.g., Australia Post, StarTrack, TNT, TOLL, CouriersPlease, etc.), ATL may apply to a safe location. For freight deliveries, sign in the driver’s presence and note any visible issues before signing; contact us within 24 hours for assistance.
Futile/abort delivery
If a carrier cannot complete delivery (no access, no one available, refusal), a futile/abort charge may apply and must be paid before re-delivery.
Helpful notes
- Clearance items: Overstocks, demos or seconds are clearly marked and may carry limited or no warranty—see product page.
- In-stock guarantee: Items we and our suppliers typically hold are usually available without significant lead time; availability may vary.
- Viewing orders: Delivery dates at order time are a good guide; if dates change we’ll contact you. For critical windows, ask about premium delivery or international air freight.
Quick links
Help is just a phone call away
Whether you’re replacing a single unit or planning a full fit-out, our team is ready with clear quotes, dependable delivery and responsive after-sales support. Share your brief and we’ll recommend proven models that fit your menu, throughput and compliance needs — with finance options to keep cashflow comfortable.
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