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.

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.

Returns Policy

At Direct Wholesale we click with tradies so we understand that sometimes jobs gets cancelled or customers change their minds at the last minute so for this reason we have our unbeatable 60 days return policy.

Only thing we require is for the products to be unused, still be in their original packaging with all components included and within an outer carton so that it’s in a resalable condition when it gets back to us.

For Change of mind returns the cost for the freight back to us is at the customer’s expense, we are happy to arrange courier to collect for you however the cost of freight will be deducted from your refund.

Unless stated on a product listing, all products are eligible for change of mind returns. If though stated on a product listing that there are no returns; generally due to special order items, then unfortunately the change of mind return will not be permitted.

Faulty Items

If any product is faulty and the fault is discovered within 10 days of invoice date it can be returned back to Direct Wholesale for a replacement or store credit. The product must may need to be tested and if deemed not faulty by the supplier technician the credit will be reversed and item returned to customer (freight at customer's expense).

For Faulty items identified within 10 days of invoice, Direct Wholesale will cover the cost of shipping, we will email you a return label to be printed and attached to carton and we’ll arrange courier to collect.

Warranties

As with any trusted electrical / plumbing wholesaler in Australia we are backed by full supplier warranties. Each supplier will have their own process so contact us and we will help with the appropriate warranty process..

Shipping errors

If we mess up and send you the wrong item, firstly SORRY!! Let us know within 10 Business days of you receiving order and the incorrect item can be returned for a replacement or a store credit. We will cover full cost of the return back to us, we’ll email a return label and as soon as we get notified from our courier that it’s been collected we’ll arrange replacement dispatch or refund.