FAQ
General
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.
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.
What are your trading terms?
Account
How do I pay for my order/invoice?
We accept direct deposit, MasterCard and Visa credit cards.
Credit/Debit 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 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 has 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
Ordering
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.
How do I place an order?
Orders may be placed online through this website, in person at our warehouse, or over the phone with one of our lovely staff members.
What is the ordering process?
For all new customers, the first 3 orders are always on a pro forma basis. 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.
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.
Shipping
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.
Can I pick up the order?
Absolutely! Please leave a note, email or call ahead to ensure you are not charged freight. You may pick up your order from our warehouse anytime during operational hours.
When will my order be dispatched?
We currently dispatch orders every Thursday. Please let us know if you have an urgent order for same day shipping, Urgent orders received after 13:00 AEST will be shipped the next day.
Please note that orders may take longer to process during busy periods after trade fairs.
Can I track my order after it’s shipped?
Yes, we will supply a consignment number when your order has departed the warehouse.
Do you deliver to PO boxes?
Unfortunately not, our couriers need a physical street address for delivery and signature.
Returns
What to do when I’ve received damaged, missing or faulty stock?
Missing Stock:
Occasionally individual items may be consolidated with other boxes to save on shipping costs, please open and check all boxes as you may find what is missing. If there has been a packing error, we will provide you with a credit note and ship your missing item with the next order placed.
Damaged & Faulty stock:
Please send us an email with images of the damaged items, we will provide you with a credit note.
Website
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 you have forgotten which email address you used, please contact us.
How do I gain access to the catalogue?
As a guest, you may view our catalogue without signing in. However, if you’d like to review prices and place an order online, you must register for an account. You will receive a notification 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.