How does The Bulk Warehouse work ?

Very simple, customers place orders on our website and goods are delivered in one or two lots within the typical delivery times shown below.

How long will my order take to reach the destination ?

Delivery times are as per the table below:

Weekends or public holidays are not included.

Please note that although orders can be placed 24 hours a day including weekends, processing of your order will only start during the next business day and depending of number of orders received two business days. We only deliver during business days (Monday to Friday), excluding public holidays. In very limited cases, for example, when products are out of stock, delivery may take longer. Please also consider that orders are processed on a first IN first OUT basis, therefore the sooner you place your order the better, please plan ahead. There are also certain circumstances that may occur which are indicated in our terms and conditions.

For example, Wadeye in the Northern Territory (1000km south of Darwin) takes about 15 days.

If you require any assistance regarding to your order status please allow the specified delivery times before contacting us about when you will receive your order. We usually cannot answer this question until that period has elapsed.

Why don't you have a telephone number ?

The Bulk Warehouse does not provide a telephone number because this would result in increased fixed-expenses that we must pass along to all our customers, even if only a few need to call. Our current low cost infrastructure allow us to pass to all our customers an important proportion of our savings, therefore, you can enjoy the benefits of receiving goods home delivered at unbelievable low prices.

However, if you need to contact us send an email to support@thebulkwarehouse.com.au and we will either call you or reply to you within 12 to 24 hours. If you do not get a reply or somebody has not contacted you in this timeframe, please send another email, making sure that our email address is correct and you are connected to the internet, we also suggest to include a subject such as "Missing order", "order number 1234567", etc. This will allow to make more visible your email, please note that we receive around 200 emails a day.

Please include the following information:

Delivery No: TW 40345 (locate above customer's phone number on labels)

Name: Kate Citizen

Phone: 555-555-555 (use on order )

Delivery address: 3 Ocean Road, Perth, WA, 6000

Items missing: My Bear nappies large 3 cartons

What do I do if I need to return an item for exchange?

If you order the wrong products, we suggest to place an order for the correct products and indicate in the delivery instructions section of the order, that you have some items for exchange. Merchandise can be returned for exchange providing the goods are unopened and in good condition for resale, If several boxes are to be returned they must be taped together with clear strong tape. Return fee for goods returned to us is $15 per parcel of 25kg volumetric weight, this includes pick up, re-stocking and administration costs, but you get the credit for the remaining of the items.

To return an item, please contact our Returns Department at:

Email: support@thebulkwarehouse.com.au . Please include your telephone number and delivery number

Refund will be processed once the goods are back in our warehouse and once inspection is carried out. If an item is defective, Customer Support is the proper department to contact. All returns are subject to our Sales and Return Policies. Please allow between 12 to 24 hours for a reply. If you do not get a reply or we have not contacted you in this timeframe, please send another email, making sure that our email address is correct and that you are connected to the internet, we also suggest to include a subject such as "Missing order", "order number 1234567", etc. This will allow to make more visible your email, please note that we receive around 200 emails a day.

Can I add an item to or remove an item from my order ?
How can I cancel my order?

The Bulk Warehouse is not a common online business. After the order is placed, we cannot change or cancel your order. We suggest taking your time before ordering. This is a fast operation and we try to process and ship orders as soon as possible.

However, in very rare and limited cases, if your order has not been processed for shipment and is still at the warehouse, we may be able to do the changes you require or cancel your order, please refer to fees below. Please note that we receive a large number of emails everyday and frequently we are unable to read and reply to all of them in one day, as the email service is managed on a low-cost and low-priority basis. Most times emails are read once the order has been packed or is on its way for delivery. Please allow up to 48 hours for reply.

Cancellations attract a 10% of order value restocking fee, minimum $10 . Changes to orders attract a $5 fee 

Fees will be charged to nominated credit card in your order.

To make changes or cancel your order , you may contact Customer Support by email to support@thebulkwarehouse.com.au . Please note we cannot guarantee that your changes will be processed even if you send an email immediately after placing your order.

I was unable to take delivery of my package and it was returned to the Bulk Warehouse.
How do I get the package shipped back to me?

When a package is returned to The Bulk Warehouse because we are unable to make delivery due to action, inaction, or absence of the recipient, we will try to contact you by using the phone number nominated in your order and/or via email. Your parcel will remain at The Bulk Warehouse while this process takes place and we are able to precise that the delivery address is correct and the reason for the return. New shipping charges may apply depending of the circumstances.

Who do I contact if I received the wrong item in an order?

If you believe you received the wrong item in an order, please contact our Customer Support within four days of receiving your delivery by email to support@thebulkwarehouse.com.au  Please include your telephone number use on the order and delivery number ( located above customer contact details)

Should you in fact have received an incorrect item, we will ship the correct item (delivery times determined on a case-by-case basis). 

Who do I contact if I am missing an item from an order?

If you are missing an item from an order, please contact our Customer Support by Email for non urgent cases support@thebulkwarehouse.com.au . Before contacting us, we suggest to check all the boxes, also sometimes we send orders partially and the rest of the items later, given that we receive trucks of product everyday, your order could be dispatched in two parts. Please also check every box, as items could be sent in boxes or inside boxes of other items to protect them.

Your email must include the following: Your full name, Your phone number, your invoice number, indicating items missing. Please avoid long email that could confuse Customer Service and delay the process. For example:

Delivery No: TW 40345 (locate above customer's phone number on labels)

Name: Kate Citizen

Phone: 555-555-555 (use on order )

Delivery address: 3 Ocean Road, Perth, WA, 6000

Items missing: My Bear nappies large 3 cartons

How much do you charge for delivery ?

FOR RETAIL CUSTOMERS

For Sydney, Canberra, Brisbane, Gold Coast, Sunshine Coast, Toowoomba and Melbourne orders (all areas), delivery and handling charge starts at $7.99, which includes handling to prepare the parcel. Depending of number of boxes and parcels to prepare, freight and handling charge will be higher in proportion with order. In case the system does not provide this fee or the freight is inaccurate we will contact you to advice before processing your order.

Our computer system only provide freight charges for Sydney, Brisbane, Canberra and Melbourne orders as short haul and interstate freight are variable depending of the order. If you are ordering outside Sydney, Brisbane or Melbourne , please note the following:

Brisbane, Gold Coast, Sunshine Coast and Toowoomba should use CODE 4000, in freight promotion during the ordering process to obtain a discount in freight.

For Deliveries to Melbourne, Albury, Wodonga, Bendigo, Bacchus Marsh, Seymour, Wagga Wagga, Ballarat, Shepparton, Lilydale, Kilmore, Melton, Geelong, Colac should use CODE 4000, in freight promotion during the ordering process to obtain a discount in freight.

Do you deliver interstate or Internationally ?

Yes, we deliver anywhere in Australia including territories.

We also deliver anywhere in the world, check with customs in your country of residency about restrictions.

Do I need to be present during delivery ?

Yes, otherwise, the driver will leave a calling card with his/her mobile number, so you can contact him to arrange a suitable time for re-delivery. The driver will not leave your parcel; unless we have a written authority from you to leave the goods without your signature. Under these circumstances, the goods are left at your own risk. We recommend that you use a work address to receive delivery, unless somebody is always home during business hours. Please note that our drivers do not call customers before delivery. After 6 days of attempting to do the delivery and no contact from you to re-arrange this, your parcel will be returned to The Bulk Warehouse and additional freight charges apply.

How much do I save buying from The Bulk Warehouse?

In broad terms, if you compare your average bulk purchase with us, you could be saving easily between $25 to $45 every time, depending of the products selected and how big your purchase is, and if you buy 10 times a year with us, your saving would be between $350 to $550 approximately. We maintain our low prices 365 days a year so you do not need to wait for specials.

Please note that although we aim to maintain low prices, from time to time, we receive price increases from suppliers which given our low prices we need to pass along.

How can I order with you ?

We mainly prefer orders via our website www.thebulkwarehouse.com.au

However, Mail and Fax orders can also be accepted, attracting a $5.99 processing fee. Please include correct freight when doing so via mail or fax to avoid delays.

If you order by MAIL:

Fill in order form in our web site, print it and send it to:
The Bulk Warehouse
PO Box 482
Doonside NSW 2767

Payment can be made by Visa, Mastercard or Money Order
American Express or Diners are not accepted

If you order by FAX:

Fill in order form in our web site, print it and fax it to:
(02) 9837-1022
Our fax line is open 24hrs, 7 days a week

Payment can be made by Visa, Mastercard or Money Order
American Express or Diners are not accepted

If you order by INTERNET:

Browse our catalog on www.thebulkwarehouse.com.au and order
in our secure server. Our online facility is open 24hrs, 7 days a week

Payment can be made by Visa, Mastercard or Money Order
American Express or Diners are not accepted

What payment methods do you accept ?

We accept Visa, Mastercard and Money Orders.

Please note that in case your credit card is declined by your bank and we need to contact you, this would attract a $4.99 fee. This fee is necessary to offset costs related to additional order processing, archiving and telephone costs.

Money Orders should be made payable to The Bulk Warehouse

How long does it take The Bulk Warehouse to answer emails?

We try to answer customers emails typically within 48 to 72 hours. However, since we receive a large number of emails everyday on occasions it could take up to 5 days to reply. Please include your contact phone number as well as sometimes we prefer to call. We believe customer focus is our main concern, so we strive to get back to you as soon as possible.

The only reason for not answering an email is because we did not get it, if you see that within 72 hours you don't get a reply, please forward us the original mail you've sent. That will help us to understand why we did not get the email and prepare a reply to your enquiry.

Any recommendation for ordering with you ?

Yes, you will find that shopping with us is a great way to shop over the internet.

And Please do not leave ordering to the last minute !