Your FAQs Answered
Do you have any questions about your account, payments, pricing, orders, shipping, returns or services? We answer them here.
Just click on the questions below to display their corresponding answers.
Accounts
Do you offer business accounts?
Do you offer business accounts?
We do! If you are based in Australia and are spending over $1,000 on industrial products every month, you may want to consider opening a business account with us.
How do I unsubscribe from your marketing emails?
How do I unsubscribe from your marketing emails?
Just click on the “Unsubscribe” link at the bottom of the email you have received, and you’ll be off the list. Alternatively, you may email our webmaster and we'll take care of your request.
Payments
Do you store my credit card details?
Do you store my credit card details?
No. We only keep your contact details. You’ll need to enter your credit card details each time you order.
What are my payment options?
What are my payment options?
We accept Bank Deposit, PayPal, American Express, MasterCard, Visa and, of course, AIMS gift vouchers. Please be aware that credit and debit card payments are subject to a 1% surcharge fee.
Do you sell gift vouchers?
Do you sell gift vouchers?
Yes. You can purchase a gift voucher here.
Can I return an AIMS Gift Voucher?
Can I return an AIMS Gift Voucher?
Gift vouchers are one of the items we don’t offer returns on. Fortunately, they have no expiry date so you can use them any time in the future.
How do I redeem my AIMS Gift Voucher?
How do I redeem my AIMS Gift Voucher?
You lucky devil! Just choose to pay for all or part of your order at the checkout.
When does my AIMS Gift Voucher expire?
When does my AIMS Gift Voucher expire?
It doesn’t. AIMS Gift Vouchers have no expiry date.
Pricing
Is GST included in your pricing?
Is GST included in your pricing?
Yes, Goods and Services Tax (GST) is included, and the specific amount is indicated in the order summary.
Do you offer discounts for bulk purchases?
Do you offer discounts for bulk purchases?
In some cases, we can. The amount varies by product type. In some cases, there is very little margin to work with but in other cases, depending on the quantity involved, the discounts can be significant.Email us and we'll send you a quote.
Do you sell to resellers? Do you offer wholesale pricing?
Do you sell to resellers? Do you offer wholesale pricing?
Yes. If you are a reseller, then we have special pricing for you. Let's talk via email so we can directly assist you.
Orders
Can I walk in to buy or view product samples at the physical store?
Can I walk in to buy or view product samples at the physical store?
All transactions are currently done online, while some face-to-face transactions are done for pre-scheduled appointments and arrangements via email.
Customers may email, chat or call our customer service for queries.
What's the status of my order?
What's the status of my order?
If you’ve placed your order online through the website and you have the order number (eg. Nxxxxx), please refer to this guide. The actual status of your order is indicated by a label (eg. PICK, ON HOLD).
If you’ve placed your order online through the website and have requested us to make changes to the order offline, please follow up via chat or email.
If you’ve placed your order offline or via telephone, please follow up via chat or email.
How do I track my order?
How do I track my order?
When we shipped your order, we should have emailed you a tracking number if one was available. If you can’t find it for some reason, just let us know via email and we'll follow up for you.
How long is the ordering lead time for items not in stock?
How long is the ordering lead time for items not in stock?
It varies depending on the product. Some products are ex stock at all times whereas we need to source others from the manufacturer or wholesaler. We aim to ship all products within three (3) business days of order but if you have a specific timeline, please contact us and we will advise the specifics for your required product(s) and transport to your location.
You may occasionally see product listings marked "Out of Stock - Contact Us For Lead Time". Clicking the button takes you to a contact form pre-filled with the item's details. As soon as we receive your submitted inquiry, we immediately coordinate the item’s availability with our supplier.
The product I want is out of stock, but I'm willing to wait. The lead time is acceptable to me. How do I place my order for those items?
The product I want is out of stock, but I'm willing to wait. The lead time is acceptable to me. How do I place my order for those items?
If it is during business hours, you can chat with us and one of the team will make the product available for you to order online immediately. Alternatively, if it is outside business hours, let us know the item(s) and quantity you need via email, and we'll follow up as soon as we’re back in the office.
I can’t find a product I’m looking for on your website. Can I order it from you?
I can’t find a product I’m looking for on your website. Can I order it from you?
We sell a lot of products which are not on the website and we’re constantly expanding our range. Contact us to enquire.
I’ve made a mistake in my order or need to cancel it. How do I do that?
I’ve made a mistake in my order or need to cancel it. How do I do that?
Email us or call 02 9773 0122 (during business hours) and we’ll promptly assist you.
Will you ship anywhere in Australia?
Will you ship anywhere in Australia?
Absolutely! Just remember that it may take a few extra days for your order to arrive if you live in a regional or remote area.
What shipment options do you offer?
What shipment options do you offer?
We ship via Australia Post, TNT and Go Logistics.
Will you deliver to me on the weekend or a public holiday?
Will you deliver to me on the weekend or a public holiday?
Unfortunately, our freight providers don’t offer deliveries on weekends or public holidays.
How quickly can you deliver my order?
How quickly can you deliver my order?
We aim to ship all products within three (3) business days of order.
Returns, Refunds and Warranty Claims
How do I return an item?
How do I return an item?
Have a look at our Returns and Exchange Policyfor information on how to do this. The process may vary, depending on the reason you are returning the product.
Can I return an item bought from a sale?
Can I return an item bought from a sale?
Yes, but provided the product is eligible for a return. Note that you will be refunded only the amount you actually paid (the discounted price at the time of transaction).
Your Specific Question
Do you have any questions we didn't cover here?
Do you have any questions we didn't cover here?
You may still have other concerns in mind. Please don't hesitate to send your question via email and we'll attempt to answer it promptly.
For questions regarding your account, quotes, orders and more, please visit our Help Section.
