Frequently Asked Questions

 

  1. Who can buy from us?
  • At Hotel Products Direct, anyone can buy from us. We sell direct to the public. No ABN or business required when purchasing.
  • We're welcomed walk-in customers. We have a showroom where you can come in to have a look of our products, purchase and pick up the stock all at the same time. Our opening time: Mon-Fri 9AM-5PM

  1. Is there any minimum to order?
  • No. There are minimum quantities required for some products but no minimum amount required to place an order online.

  1. Where do you deliver to?
  • At this stage, we do shipment to all locations within Australia, including some islands.

  1. How much is the delivery cost?
  • We design the flat rates to different states as following:

States

Charges from

Victoria

$5.95

New South Wales

$15.90

South Australia

$19.80

Western Australia

$44.00

Northern Territory

$54.00

Tasmania

 

 

Postcode:

7000 – 7100

$15.90

7100+

$29.00

 

Queensland

4000 – 4200

$19.50

4201 – 4500

$24.50

4501+

$34.00

  • However, there may be additional charges for bulky/heavy orders going to some remote areas or islands. We will contact you to discuss about the freight if additional charges incur.
  • We do not charge additional freight for backorders

  1. How long is the delivery?
  • Metro areas: Up to 7 working days from the time of payment
  • Remote & rural areas (including islands): additional 7 days (total 14 days) from the time of payment
  • Delays: If the products are out of stock, there might be additional delays and you will be notified.

  1. What if I’m not home when the delivery comes?
  • If you are not home to sign for the parcels, the courier needs to redeliver your order which will incur additional redelivery fees. To avoid any extra fees, you can give us the “Authority to Leave Goods” in the comment sections if you are not available at the delivery time

  1. Can I track my delivery?
  • Yes. We use registered shipment which you can always track your order on Australia Post or TNT websites.
  • If you do not receive the tracking numbers, kindly check in your junk boxes or contact us to request one.

  1. What if I receive faulty/damage/wrong items?
  • If the products arrive damaged/faulty, please contact us via email to sales@hotelproductsdirect.com.au with photos as references. We then advise replacement, exchange or refund depending on the stock availability at the time.

  1. How can I return a product?
  • Please refer to our Return Policy under Terms and Conditions.

  1. Can I request sample before purchasing?
  • Yes, there are samples on some certain product range which can be added to your cart at free of charge when shopping on the website.   
  • If you would like to request the samples only, please email us at info@hotelproductsdirect.com.au or call us on 1300 651 355 to arrange the samples. The sample fee is $9.00 for postage.
  • We do not provide samples for linen and textiles. If you would like to check the material quality before placing an order, we recommend you buy one face washer/pillowcase/napkin which required to be paid full up front. We can arrange the refund if you wish to return the sample to us.