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About One Stop Wholesaler

How long has One Stop Wholesaler been in business?
We’ve been in business since 1989. 2014 is our 25th year in business!

Are you 100% Australian owned?
Yes. Unlike many of our competitors, we are a 100% Australian-owned business. We are also a family owned and managed business.

What are your store opening hours?
We are open Monday-Friday from 9:00am to 5:00pm and Saturday mornings 9:00am to 12:00pm.

If you’re a wholesaler, does that mean you only sell in big quantities or only sell to businesses?
We’re a wholesaler in the sense that we typically buy in large quantities in order to reduce prices for our customers. For many of our foodservice products, the pack sizes are bigger than you would find at a supermarket. For products available on our website, we indicate the pack size which is generally units of 1. While 95% of our customers are restaurants, cafes, takeaways, caterers, schools, nursing homes, hospitals, offices, hotels, resorts, motels, sporting clubs etc we do sell to private individuals and home chefs.

Shopping on One Stop Wholesaler.com

Why do some products not include the price?
We don’t price catering and cleaning equipment on our website as we prefer to give each customer the best price, depending on their requirements, quantity and location. Simply add products to your quote request and we’ll get back to you quickly with our best price.

How do you keep your prices low?
Compared to our competitors, we do things differently to keep our prices low. Here’s how:

  1. We have a regional store and warehouse. Unlike our competitors, we don’t have city retail stores and warehouses with expensive rents. Instead, we’re based in Regional Victoria which means our costs are low, and so are our prices.
  2. We are part of the National Australian Food Distributors Association buying group. We’ve been a member since 1991 and this gives us the collective buying power of 60 stores throughout Australia that service the needs of over 33,000 customers annually. NAFDA
  3. We work hard on our suppliers to get you the best possible deals on pricing, service and additional services. After 25 years of business, we’ve built strong relationships with our suppliers, so we get preferential treatment including services, support and the best possible pricing.
  4. We are a 100% Australian owned and operated family business. Unlike many of our foreign-owned and publicly-listed competitors, we have a minimal overhead structure. This means we work on lower margins and pass the savings on to you.

Is everything on your website in stock?
Items priced on our website are generally “in-stock” items, ready for next business day shipping from our 9,000 square foot warehouse. Items not priced on our website usually ship within a few days as it depends on the exact product and any options you may order.

Can I order online and collect in store?
Yes. Please indicate that you want to collect in-store in the comments box when you submit your order or request a quote. We require that full payment is made through our website. We will call you when your goods are ready to collect. At checkout, simply insert the word "collect" into the voucher code box in order to remove the delivery charge.

Can you print logos and branding on packaging, paper and other products?
Yes. Please email us at sales@onestopwholesaler.com and include our Web SKU number of the product you would like printed. Pease note that suppliers usually have a minimum order quantity for this service.

I've made a mistake on my order. Can I change it?
If you make a mistake on your order, or would like to add items, please contact us as soon as possible. Please email us at sales@onestopwholesaler.com or phone 1300 131 700. Please keep in mind that most orders are shipped the next business day from time of order.

Is One Stop Wholesaler HACCP Certified?
Yes. We have been HACCP certified since 1991.

We are HACCP certified

Delivery

Where do you deliver?
We deliver throughout Australia. Refer to our delivery guide for more information.

How long will delivery take?
For all priced items on our website we do our best to ship the next business day from clearance of payment. Refer to our delivery guide for indicative delivery times to your location.

Items not priced on our website are usually shipped within 2-3 business days from clearance of payment. Delivery times depend on your location so we give you an estimate with your quote.

Does your delivery charge include insurance?
For all items priced on our website, our delivery charge includes insurance to the value of the goods. For items not priced on our website, we will provide this as an option in your customised quote.

Does someone need to be present to accept delivery?
For priced items sent by Registered Australia Post, their normal delivery procedures apply with the delivery of registered parcels (i.e. if someone is not present at the time of delivery, they will leave a calling card and details of your nearest post office from where you can collect).

For larger non-priced items sent by courier, you will need to be at the delivery address at the time of delivery. We instruct our couriers to not leave goods unsigned for in order to minimise the risk of theft at your location. After receipt of your order and cleared payment, we will then work out all relevant delivery details and be in contact with you via phone to advise you of the estimated delivery window as advised by the courier company.

What if my delivery does not fit when it arrives?
Before placing an order for larger items, please carefully check the measurements of your available doorways and openings against the product you are planning to order. Please also allow extra space for packaging to pass through doorways, etc. Please refer to the product brochures we publish on our website or alternatively feel free to email us for more information. If you fail to check these details and need to return the product, a restocking fee will apply in order to recover the costs associated with returning and re-conditioning the product for sale. Please refer to our Terms and Conditions for more details.

Do your couriers deliver upstairs?
Generally, all Australian courier companies only deliver products to the door at street level. Should you have special requirements for delivery (e.g. to within a kitchen, upstairs, downstairs or some other area), please advise us prior to placing an order so that we can select a courier that meets your needs. We are in constant dialogue with our couriers and always exploring ways in which we can ensure the best level of service for our customers.

Can you deliver outside of Australia?
Please contact us for further information on delivery costs prior to placing your order.

Product Warranties and Returns

What manufacturer warranties are applicable?
If a product is covered by a manufacturer warranty, we will indicate this on the product listing. Please refer to any product brochure downloads for more information for the warranty on that particular product. Typically most medium to large catering equipment is adequately covered by manufacturer warranties and after sales support options. Feel free to contact us with any questions before purchasing your product.

What is your returns policy? 
At One Stop Wholesaler, customer satisfaction is very important to us.  We aim to make every transaction a pleasant, convenient and hassle-free shopping experience so you can buy from us with maximum confidence.

Returns for change of mind

For items that are priced on our website, we will gladly accept a return providing the following conditions are satisfied: 1) The goods have not been opened, used or damaged, 2) Original packaging is fully intact as are all original contents in the box, 3) the goods are shipped back to us and arrive in an undamaged and completely re-sellable condition as a brand new item within 14 days of receipt, 4) You have completed and we have accepted a valid Return Authorisation form (refer below), and 5) The return otherwise complies with our Terms and Conditions of Sale. In these circumstances you will be responsible for all return postage charges and a restocking fee of 25% will be deducted from the refund amount. A refund in the original form of tender will only be provided once the goods have been received, inspected and accepted by One Stop Wholesaler or our Agent.

For items not priced on our website, it is likely that these goods will have been specifically ordered for you and consequently we are unable to offer you a return or refund if you change your mind or the goods do not meet your requirements. Therefore, we strongly encourage you to carefully review the technical specifications for the products you require which are available on our website prior to ordering.

Faulty goods

For any goods that are faulty, please let us know and we will correct the problem as a priority. In these instances, we will pay for the cost of return postage.

Goods that arrive by courier and are damaged

For any goods that arrive damaged, please carefully inspect the outer carton and packaging for any signs of visible damage. If damaged, please highlight this immediately to the courier and clearly write that the package is damaged on the delivery note that the courier will ask you to sign. Following that, please advise us immediately at sales@onestopwholesaler.com or 03 50 231 700 before taking any further action or using the product.  

Return Authorisation Requirement

For all returns as detailed above, we require all customers to complete our Return Authorisation “RA” and fax or email this to us before you send the goods. Upon receipt of your RA, we will telephone you to discuss next steps and provide you with an RA Number. Please do not send goods to our warehouse without an approved RA number as these will not be accepted.

Payment

What payment methods are accepted on OneStopWholesaler.com?
We accept Visa, Mastercard and Amex for online payments. We also accept direct debit and bank cheques upon prior arrangement.

How do you secure my payment details?
One Stop Wholesaler takes data protection seriously and has implemented security measures to ensure customers can shop safely with us online.

To handle the key aspects of credit card payments online we have partnered with Eway which is one of  Australia’s leading Internet Payment Gateway companies. Eway is Tier 1 PCI-DSS compliant and uses Ingrain encryption technology to provide the highest level of credit card encryption available. We have also chosen Thawte to provide our SSL Certificate which is one of the world’s leading SSL providers. We also use an internet merchant facility provided by National Australia Bank.

Can I pay for my order upon delivery?
We are not able to offer payment upon delivery. Full payment is required before your order can be dispatched.