Frequently asked questions

Need help shopping with Bulk Buys? See below for answers to frequently asked questions.

ABOUT
BULK BUYS

SHOPPING WITH
BULK BUYS

SHIPPING
AND DELIVERY

ORDERS, RETURNS AND REFUNDS

INVOICES

With our head office located in Victoria and warehouses around Australia, we can ship and deliver our products fast nationwide. Whether you’re ordering a single product or many, we’ll deliver straight to your door.

At Bulk Buys, we scour the globe to find the best products for our customers. By partnering with world-class distributors and importing leading European brands, we’re able to offer a large range of both popular and hard-to-find brands, all at incredibly low prices. That’s why you’ll find famous brands like Kleenex and Sabco alongside ones that are less well-known in Australia, such as Papia (one of Europe’s most trusted toilet paper brands).

Family-owned for more than 14 years, we pride our success on putting our customers first with a focus on fast, friendly service and building long-term relationships.

Rest assured, Bulk Buys is the real deal.

Our head office is located in Campbellfield, Victoria.

Setting up a Bulk Buys Account is easy and only takes a couple of minutes. Simply hover over the ‘Sign In’ icon in the top right-hand corner of the screen, click ‘Create Account’ and proceed to fill out a few quick questions.

If you’re having trouble logging in to your account, please contact us for assistance.

You will need to reset your password. Please select ‘Forgotten your password’ on the ‘Sign In’ pop up. Then enter your username or email address on our Reset password page. Once done select ‘Reset Password’ You should receive an email prompting you to reset your password.

You may not have registered your details with us. To do this, visit the ‘Create Account’ page. If you are registered already, please check your ‘Spam’ or ‘Junk mail’ folder. Please contact us for assistance if you continue to have issues.

No. Bulk Buys is proud to offer our goods directly to the public. Individuals are welcome to place orders via our online store.

No! You can order a single product, or as many as we have in our inventory, according to your needs.

Our shipping rates are not flat and are based on parcel weight, dimensions and destination.

To find out how much shipping will be to your address, add the desired items to our online shopping cart and go to checkout. Put your delivery address in the address field and this will be automatically calculated for you.

Please be advised that especially heavy or large shipments may incur additional costs, as the shipping calculator does not always accurately calculate these totals.

If this applies to your order, you will be contacted by a member of our processing team and given the option of paying this fee. If you do not wish to proceed, we can cancel and refund your order in full.

You can learn more by visiting our Shipping Policy.

We aim to dispatch orders within 24-48 hours of them having been placed.

If an order cannot be dispatched due to an unexpected shortage or interruptions, customers will be contacted by a member of our processing team.

Please be advised that the below information is a guide only, and will change as conditions with transport improve or decline. All deliveries are subject to potential delay in areas impacted by flooding and other events.

 MetroRegional Remote
VIC2-5 business days4-8 business days8-14 business days
NSW4-8 business days8-12 business days10-16 business days
QLD5-10 business days8-14 business days12-17 business days
SA5-10 business days8-12 business days10-16 business days
NT6-12 business days10-15 business days12-17 business days
WA8-15 business days15-20 business days30 business days

*Business days are days excluding weekends (ie.15 business days = 3 weeks)

Please allow up to 3 days to process your order. Once your order is shipped you will receive an email with tracking information. It can take up to 48 hours after you receive your shipping notification for your tracking details to become active with the courier.

We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated date. For example, this may occur with split orders where we dispatch the order from multiple stores in multiple shipments to ensure that the order is delivered in full.

If your item is taking a much longer amount of time, or has been listed as “booked” for more than 48 hours, please contact customercare@bulkbuys.com.au with your order number and we can launch an investigation into its status.

No pickups are available. All orders are processed from our online store and shipped to your nominated address.
Carriers we use include Couriers Please, StarTrack Express, TNT, Aramex, Northline, Hunter Express and many others depending on which couriers service the delivery destination. Please be advised that we do not ship with Australia Post.
Bulk Buys is unable to deliver overseas or to Australian islands off the mainland, except for Tasmania.
Bulk Buys is unable to deliver to PO Boxes or lockers. You’ll need to provide a street address in your order details.

Refunds can only be paid in the same tender as the original purchase.

Refunds can take up to 7 business days to process, however, depending on your payment method and your financial institution it can take up to 10 business days for funds to appear in your account.
If your refund is transferred to a cancelled or closed credit card, your funds should be automatically diverted to the account connected to the cancelled card by your bank. You never lose access to the funds if they are transferred to an inactive credit card, you may need to contact your bank and have them transfer them to your current account.

Once an Order has been processed, it cannot be cancelled, updated or amended and the item must instead be returned to us in accordance with our returns policy.

In the event you’ve made a mistake and have called us within 10 mins of placing your order, we may be able to intercept during our usual business hours. Please note, if your order is in process or transit, Bulk Buys is unable to provide refunds unless the product has been returned. When you receive the order you may wish to lodge a Change of Mind return request via our Returns Application Form. Return shipping fees will apply.

We aim to provide you with quality products. If you have received a product with a defect, please lodge a return request via our Returns Application Form as soon as possible so we can investigate the issue and, where required, provide you with instructions on how to return your goods.

Where an item is damaged through misuse, fair wear and tear, neglect or abnormal use, Bulk Buys will not provide a refund, exchange or repair. If the product is found not to have a defect, deemed out of warranty, or you otherwise do not have a remedy for a failure to comply with the consumer guarantees under the Australian Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

If the product is confirmed to have a defect, we will replace or repair the product (if repair is reasonably possible) or refund the price of the product to your original payment method, as appropriate.  If the product is confirmed to have a major defect, you are entitled to choose whether you want us to replace or repair (if repair is reasonably possible) the product or refund the price of the product to your original payment method.

The faulty item will become the property of bulkbuys.com.au.

 

To lodge a claim:

  • Contact our Customer Care Centre by lodging a request via our Returns application form.
  • Select the ‘Faulty or Damaged Goods’ option in the drop down box.

  • Ensure you provide a detailed description of the fault or damage
  • Include photos and/or a short video demonstrating the damage or fault with your product.
  • If you have more than one product to return, please select the ‘Add another item to return’ option in the drop down menu and add these products separately.

  • Once completed, select ‘Submit’ to lodge your claim. Our customer care team will be in contact with you.

Any claims for product shortages, delivery errors including non-delivery, delivery of incorrect quantities or incorrect goods are to be reported within 7 days of receiving the goods, without exception. Be sure to check your deliveries upon receipt. Bulk Buys guarantees a minimum of 4 weeks shelf life remaining on all food and drink products at time of order processing, unless stated otherwise in the product description or title. We will require photographic evidence of these.

A little reminder – If you’ve purchased several items, they may not all be dispatched together and you may receive multiple shipments. Some of our suppliers also do not provide tracking.

You may receive multiple shipping confirmation emails if you have purchased products dispatched from different locations/suppliers.

If you require assistance, please let us know and our staff will be happy to investigate with the courier company to track down your parcel. The investigation process can take up to 14 working days to resolve. Once our team receives an outcome from the courier company, we will be in contact with you immediately with a resolution.

If you have however received the incorrect products or quantities please ensure you lodge a claim within 7 days of receiving your delivery.

To lodge a claim:

  • Contact our Customer Care Centre by lodging a request via our Returns application form.
  • Select the ‘Incorrect Deliver’ option in the drop down box.

  • Ensure you provide a detailed description of the missing products and/or the incorrect items you’ve received.
  • Include photos and/or a short video showing the incorrect items and/or packaging received for missing items.
  • If you have more than one product to report, please select the ‘Add another item to return’ option in the drop down menu and add these products separately.

  • Once completed, select ‘Submit’ to lodge your claim. Our customer care team will be in contact with you.

If you placed your order via our online store, please contact us with your full customer name and we will locate and send it to you.

If you are a business needing your order invoiced before processing payment please contact us.