Home  |   About Us  |   Latest News  |   Contact Us  |   FAQs  |   Terms And Conditions  
FAQs
Frequently Asked Questions
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.
    • -  If you have previously registered through Giftnow and had access to the catalogue, then please use the email that you registered with before as your new log in. Your temporary password will be 12345. Please change this password once you have logged in at the "My Account" section on the top right.
    • Back to question list
  •  
  • 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 your log in details and a link to activate your account once we have approved your access. We manually review all applications, so please be patient if you don’t receive an email with your activation link straight away. If you don’t receive any emails from us within 12 hours after you apply then please contact us.
    • Back to question list
  •  
  • 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.
    • Back to question list
  •  
  • How do I place an order?
  •  
  • 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.
    • Back to question list
  •  
  • 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.
    • Back to question list
  •  
  • What are your discount terms?
    • -  There is a 3% discount for invoices paid by account holders within 14 days of invoice date. We offer a 10% discount for items that are ordered in carton quantities and this discount is automatically applied when you order online and can be seen just before orders are finally confirmed.
    • Back to question list
  •  
  • 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 Startrack Express’s (our courier) 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.
    • Back to question list
  •  
  • Can I pick up the order?
  •  
  • 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 12pm for same day shipping, urgent orders received after 12pm will be shipped the next day. Please note that orders may take longer to process during busy periods after trade fairs.
    • Back to question list
  •  
  • What is the status of my order?
    • -  You can check the status of your order online by:
      1. logging into your account
      2. go to the ’My Account’ page
      3. under "My Orders" click "View the orders that I made"
      4. 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
    • Back to question list
  •  
  • Can I track my order after it’s shipped?
  •  
  • What if I have backordered items?
    • -  Once your backorder is in stock we will contact you prior to shipping to see if you would like to top up and add to the order so you can save on freight charge. If you have already paid for the backordered stock then we will ship it to you for free.
    • Back to question list
  •  
  • Do you deliver to PO boxes?
  •  
  • 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
      • 11 Epic Place, Villawood NSW 2163
    • Back to question list
  •  
  • What to do when I’ve received damaged, missing or faulty stock?
  •  
  • What are your trading terms?
  •