Shipping Details
Same Day Dispatch
When you order before 12pm AEST, Monday to Friday, we'll dispatch your stocked items on the same day. We'll let you know upfront if any items are out of stock, so no surprises there. If there are any delays, we'll keep you in the loop through email or a phone call.
Delivery Tracking
Our courier partner will keep you updated with email and SMS notifications, including live ETAs. Make sure to provide a valid email address and mobile number during checkout. Just remember, our courier won't call you when they arrive.
Free Delivery / Fixed Shipping Methods
If your order is over $450 (excluding GST), you qualify for free shipping! Just select the option during checkout. For orders under $450 (excluding GST), we charge a fixed shipping fee of only $12.95.
Bulky items aren't eligible for Free or Fixed Shipping. If an item is bulky, we'll let you know before you add it to your cart, and there will be an additional shipping fee based on the item's weight, dimensions, and destination suburb.
Customers in regional postcodes also aren't eligible for Free or Fixed Shipping. In these cases, the shipping cost will be calculated based on the total order weight and destination postcode.
For most instances our system will accurately calculate the shipping costs, though there may be orders based on weight/dimensions and delivery address that we will need to provide a shipping quote. If the customers decides to not go ahead with order in this instance we will provide a full refund.
Shop Front Purchases / Trade Counter
Sorry, we don't have a physical store or trade counter. All orders must be placed through our website.
Click and Collect
We've got a convenient Click and Collect option now! Just choose it during checkout. Your order will generally be ready for pickup within 1-2 hours after processing however if it's urgent, give us a call and we can look at getting ready sooner. We'll send you an SMS notification when it's good to go. Our collection times are Monday to Friday, 7:30am to 4:00pm.
Missing Deliveries
While we always aim for reliable delivery, please note that if a parcel is lost in transit, our courier is responsible. We'll assist in tracking it down by providing all necessary info, however we are not liable for value of the lost items.
Damaged Items
If any items are damaged during delivery, let us know within 2 business days of receiving the order. We'll arrange for the return of damaged goods, and upon receipt, we'll send a replacement or provide store credit.
Suitable Address
We need a street address for delivery; no PO boxes or parcel lockers, please. If an incorrect or inaccessible address is provided, we may charge an additional fee for redelivery. If the order is returned to us, you'll be responsible for paying a return to sender fee and if you want it re-dispatched there will be an additional freight fee required before we can resend. Alternatively, if you choose to cancel the order, we'll issue store credit, minus the freight fees.
By shopping with Direct Wholesale, you agree to our Shipping Policy. We appreciate your understanding and cooperation to ensure a smooth and reliable shipping experience. If you have any questions or need assistance, our customer support team is here to help.
