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FAQs
Frequently Asked Questions
- - Online catalogue access
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- - New customers
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- - Pricing and discounts
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- - Freight and delivery
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- - Payment
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- - Claims or faulty, damaged or missing items
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- - Trading terms
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Answers:
- What is my log in and password?
- - If you have forgotten your password then click here and follow the prompts.
- - The full email address that you used to register with us is your log in. If your have forgotten which email address you used then please contact us.
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- How do I gain access to the catalogue?
- - For those who are new to our website and want to access the catalogue and online ordering, please fill in this form. You will receive a notifcation email once you have been approved for access. We manually review all applications, so please be patient if you don’t receive a notification email straight away. If you don’t receive any emails from us within 12 hours after you apply then please contact us.
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- What is the minimum order?
- - Minimum orders are $100.00 plus GST. Our products are usually packaged in multiples and usually in an assortment so the minimum purchase per item is how they are packaged.
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- How do I place an order?
- - Orders can be place online through this website, in person at our warehouse and showroom or via phone, fax or email. If placing an order via fax then please print our order form here.
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- What is the ordering process?
- - For all new customers, the first 3 orders are always on a pro forma basis. If possible, please send your credit card details along with your first order to ensure swift processing. Upon successful completion of all three orders and after we receive a completed account application form, we can arrange for an account with a 30 day credit. The application form can be downloaded here.
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- Do the prices include GST?
- - All prices listed do not include GST. Once you have finalised your order the GST will be shown and added onto your total.
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- What are your discount terms?
- - We offer a 10% discount for items that are ordered in carton quantities and this discount is automatically applied when you order online. The discount can be seen in your shopping cart and just before orders are finalised.
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- How much is the freight on my order?
- - The freight charge is based upon the size and weight of carton(s) to be shipped and we will only add the exact amount worked out by our courier’s freight calculator to your invoice. We can provide a quote on freight amount once the order has been picked and packed, just let us know.
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- Can I pick up the order?
- - Yes, please ring ahead to arrange a time and you can come and pick it up at our warehouse here.
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- When will my order be dispatched?
- - We will try to fill out and ship all orders received as fast as possible. For urgent orders please send the order (and payment information if required) to us before 12 PM AEST for same day shipping, urgent orders received after 12 PM AEST will be shipped the next day. Please note that orders may take longer to process during busy periods after trade fairs.
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- What is the status of my order?
- - You can check the status of your order online by:
- logging into your account
- go to the "My Account" page
- under "My Orders" click "View the orders that I made"
- your order history will now appear with the status of your order(s) in brackets - see below for an explanation.
- Pending - order has yet to be entered into the system.
- Processing - order received and is currently being picked & packed after payment or account status has been confirmed.
- Dispatched - order has been shipped
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- Can I track my order after it’s shipped?
- - Yes, we can track your order, especially if its taking too long to be delivered after its been shipped. Just contact us.
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- What if I have backordered items?
- - Backorders will be shipped automatically unless advised otherwise prior to dispatch. Any request to cancel a backorder must be in writing & emailed to info@kailiastralia.com. If you have already paid for the backordered stock then we will ship it to you for free.
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- Do you deliver to PO boxes?
- - No, our couriers need a physical street address for delivery and signature.
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- How do I pay for my order/invoice?
- - We accept direct deposit, MasterCard and Visa credit cards as well as cheques for payment.
- - Credit card payment is the quickest and most efficient way to pay for your order, especially if your order is urgent. Please call us to provide your card details or input the details when you are finalising your order online. Our website captures and encrypts your card details for later processing and your card details are deleted from the site once we have charged the payment through. The card will be charged after the order had been packed and the freight added on.
- - Our bank transfer details are below. Please include the invoice number as reference when sending payment through. Our bank transfer details are:
- Bank: Commonwealth Bank
- Name: Kaili International Pty Ltd
- BSB: 062428
- ACC: 10040292
- Please make cheques payable and send to:
- Kaili International Pty Ltd
- Unit 20, 25-33 Alfred Road, Chipping Norton NSW 2170
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- What to do when I’ve received damaged, missing or faulty stock?
- - Please refer to our damages, claims and return policy here.
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- What are your trading terms?
- - Our full trading terms and conditions are available to view here.
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