FAQ
As Premier is a wholesaler, we require the setup of a trade customer account before pricing can be obtained. To be eligible for a trade account, you will need to provide business and contact information (via the ‘Setup Trade Account’ form). Only once you are notified that this account has been activated will you be able to login and view pricing via the website.
Complete the register for a trade account form. Your account will not be accessible immediately. A Premier staff member will set you up in our system and create your online login. You will then receive an email notifying that your account has been activated. You will also be provided with the login information, which will allow you to update your password. Only when logged in will you be able to view pricing.
We currently only have the one warehouse/showroom located in Western Sydney at 7 Ferngrove Place, Chester Hill NSW 2162. This warehouse is fully stocked and all orders are dispatched from this location.
Unfortunately, online ordering is not available for international customers. Please contact us by email or phone with any international enquiries.
Our Chester Hill warehouse/showroom has the following opening times (AEST): Monday - Thursday: 8:30am - 5:00 pm Friday: 8:30am - 3:00pm Saturday: CLOSED Sunday: CLOSED Closed all public holidays and long weekends. Should you wish to contact us outside of trading hours, please leave a voicemail or send an email to [email protected]
If you already have an online trade account setup, you can login and place an order online. Alternatively you can email through your purchase order to [email protected] Or call us to order over the phone on 1300 010 000.
Yes. Order must total $100.00 (excluding GST and delivery). Goods under this value can be released, however they will incur a small order fee of ($20+GST) on top of the regular delivery charge.
We will usually dispatch your order within 24-48hrs (depending on stock availability). Cut Foam takes 24-48 hours to be completed. Some custom CNC-machined profile cuts can take approximately 5 business days to be completed.
If you have just paid/checked out and have realized you need to adjust your order, please contact us ASAP. If it is outside out operating hours, please leave a voicemail or send us an email. If your order has not yet been picked, we can add to/adjust your order as required and arrange payment for any difference in payment.
Products that are sold in various quantities (eg. Each, Per 100, Per 1000) will have a dropdown with pricing for different quantities. The larger the volume purchased, the more the unit price is reduced. If you are interested in purchasing volumes greater than those listed on the website, please contact us and enquire whether we can negotiate a special contract price.
We offer the following payment methods: Payment by credit card (via the secure eWAY payment gateway). Payment by bank transfer/direct deposit. If you would prefer to pay via bank transfer, please contact our customer service team, who will email a proforma with our bank details for payment. Funds will need to be received before goods can be dispatched.
We require a customer to be trading with us for a minimum of six month prior to being eligible for a trade account. During this time purchases must be consistently averaging $500 per month or more. To continue to be eligible for a credit account, it is anticipated that your account will turn over an average of $6000 per annum ($500 per month) in purchases. If purchases fall below this limit, your eligibility for a credit account may be reviewed. If you believe you are eligible for a trade account, please contact the accounts team at [email protected]
You will be required to fill in a credit application comprising of:
- Company ownership structure
- Business registration information
- Company contact details
- Details of owners
- Trade references
- Acknowledgement of our Terms and Conditions of Trade
We deliver Australia-wide using a number of different freight companies (depending on location and parcel size/weight). Unfortunately some bulky items, like foam and loose fills can be relatively expensive to freight due to their large cubic size and volume, particularly when being sent interstate. Wherever possible we try to fold or shrink items down to save on the cost of freight.
Please contact us by phone or email for any international enquiries.
The cost of delivering your order is dependent on the size and weight of your items, and your delivery address. To calculated the delivery cost, simply add the item(s) to the cart and enter your state and postcode. Please find further information regarding delivery pricing structure on our Shipping & Returns page.
You can select the option to ‘Pick up’ order from our Revesby showroom/warehouse. Payment will still need to be made online to proceed with the order. Our team will contact you by phone or email once your goods are ready for collection. Alternatively, if you live locally you can come into the showroom and order/pay in store (rather than online). Please note: Only stocked items will be available in store (special order fabric and cut foam will need to be picked once completed/in stock).
We use a number of different freight carriers (depending on parcel size/weight and location). Some of our preferred carriers include: Australia Post, Direct Freight, Couriers Please. When your courier is booked, you will receive an email referencing the carrier that is delivering your order and a consignment/tracking number.
Delivery time varies depending on whether the goods you ordered are stocked items (Please see ‘How long does it take to Process/Dispatch my order?’). Delivery time is also determined by the carrier and your delivery location. Once the courier is booked you will receive an email with the consignment/tracking number. You can then contact the courier company directly to get an ETA (Estimated Time of Arrival) on your order.
Unfortunately our couriers do not allow us to schedule delivery times. Once the courier is booked you will receive an email with the consignment/tracking number. You can then contact the courier company directly to get an ETA (Estimated Time of Arrival) on your order. If your order is being delivered with our local driver, you may be able to call us on the day of delivery for a estimated delivery time (this will be dependent on the run order and traffic).
If no one will be available to sign for your delivery, please ensure you provide ‘Authority to Leave’ at the checkout or verbally if ordering by phone. If you have any specific instructions regarding where you would like the goods left (eg. At front door) please include these under delivery comments or notify a staff member. If you do not wish for the goods to be left, many customers opt to list an alternative business address (including business name), where someone will be present to sign.
Our carriers cannot call you prior to or upon delivery. Wherever possible, we recommend using a work address (including business name), where someone will be present to sign.
It is possible to arrange your own courier to collect your order. If you wish to do so, it is important to check whether the items you require are in stock, we can then give you an indication of when the goods will be picked, packaged and ready for collection. Please note: You will need to advise the name of the courier company collecting and provide us with any reference numbers/documentation required by your courier company to fix to the goods in advance.
If this occurs, please contact us ASAP to organize a replacement. Please note: If you receive an item that has been damaged in transit, you are not obligated to sign for the goods, the driver will return the goods to the depot and lodge a damaged goods report.
We cannot deliver to Post office boxes - always provide a residential or business street address.
Some deliveries will be made via the Australia Post EParcel service. We cannot send items via standard (envelope) post.
If you have ordered the incorrect product or have changed your mind, the item can be returned however there is a 30% restocking fee, plus any return delivery charges (this is due to the paperwork and labour required to return to goods). All returns are subject to us receiving the item back within 7 days of purchase. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition. Only once returned items are received can we can arrange an exchange or refund.
If you notice that the goods you received are incorrect or faulty, please notify us within 7 days. For faulty products, we may require a photograph to demonstrate the fault (which will help us to identify the issue). Where a fault is present or error has been made, there will be no restocking fee. Where possible, items must be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition. We can then promptly arrange replacement goods or a refund if preferred.
Every job is different and the foam you decide to use will need to take into account your client’s specific requirements. It is always good to consider:
- Is it a domestic/residential or commercial application? (This will tell you if it is best to offer the customer fire retardant foam)
- How often will the foam be used? (If it is a high traffic area, you may wish to opt for a higher density foam)
- Is it going to be outdoor or exposed to water? (You may need to consider reticulated outdoor foam)
- Does the customer have any preferences regarding the ‘feel’ of the foam (you can choose a grade that has a high density but softer feel if the customer prefers)
You can refer to our Digital Foam Board or Foam Grades Technical Brochure for a full list of the foam grades we offer, with notes to remind you of the ‘features’ and ‘recommended applications’ of each grade.
When using our Cut Foam Calculator for custom cut foam, you can also make use of the ‘Application’ dropdown, which allows you to select where the foam will be used. Based on your selection and the thickness you require, we will recommend the grades we suggest you use.
- Density: A foam’s density refers to how much it weighs per cubic metre. Higher density foam grades have more foam per cubic metre, where as lower density foams have less foam and more air bubbles. When you buy a higher density foam grade, it will be more expensive because you are literally getting more foam for your money. Having a higher density also means the foam will keep its shape, structure and firm feel for longer.
- Hardness: The hardness of the foam is a measure of the feel of the foam. This is measured in Newtons. This is often a matter of preference rather than quality. The harder the foam is the firmer it will feel. However just because a foam feels firm, doesn’t mean it is high density or that it will continue feeling firm after prolonged usage.
Every foam grade has a code eg. N31-190. We list these numbers next to the description of the foam grade. The first number ‘31’ refers to the density, the higher this number the denser the foam. The second number represents the firmness, the higher this number the firmer the foam.
Some companies will sell foam that is a low density even though it feels firm eg. 20-320. Even though it may feel sturdy and perhaps be cheaper, this foam will lose its support much faster than a higher density grade. If you are pricing foam, don’t be afraid to ask for the foam grade’s code, to make sure you are comparing 'apples with apples'.
If your customer’s cushions will come into contact with any water, (rain, spray from the garden hose or exposure to wet swimmers) the correct foam to use is specialty outdoor reticulated foam. Regular indoor foam is like a sponge, it will soak up any water, which will become trapped inside. This can lead to a growth of mould and mildew and cause the foam to deteriorate very quickly. Reticulated outdoor foam -has an open-cell construction, which means it allows water to run through it freely.
Fire retardant foam is required in a number of commercial applications which demand strict fire safety compliance, including restaurants, hotels, hospitals, schools, trains, buses, planes. These grades of foam are often high density, as they are exposed to high traffic. In addition flame-retardants are incorporated into the formulation of these foams to reduce likelihood of ignition and control and the spread of fire. In these instances it is always better to offer your customer both options, to ensure you have provided them with all the information to make an educated decision.
Due to the large number of cut foam orders we receive, we can’t offer ‘on-the-spot’ foam cutting. Many customers still like to come into store to feel foam samples and purchase other items. Most cut foam orders are completed within 24-48 hours from order, however profile foam cutting that requires the CNC machine takes approximately 5 business days (please confirm approximate lead time when you place order).
- All effort has been made to provide an accurate description of the different foam grades and the best recommendations regarding the application. Premier does not offer returns for change of mind on special order items such as custom-cut foam.
- If you are unhappy with the feel of your foam, you can contact us to discuss an alternative or solution at an additional cost.
- Premier shall not be liable for any claim, defect or damage which may be caused or party caused by or arise as a result of:
- (a) the Customer failing to properly maintain or store any goods;
- (b) the Customer using the goods for any purpose other than that for which they were designed;
- (c) the Customer continuing the use of the goods after any defect became apparent or should have become apparent to a reasonable prudent operator or user;
- (d) the Customer failing to follow instructions or guidelines provided by Premier;
- (e) fair wear and tear, any accident, or act of God.
- Premier may in its absolute discretion accept non-defective goods for return. Returns will only be accepted with prior approval, quoting invoice/s numbers and subject to acceptance at our warehouse/s in re-saleable condition. At the time of approval Premier will advise the mode of transport should they be (through prior agreement) responsible for the freight costs.
- For non-defective returns, Premier may require the Customer to pay handling fees of up to thirty percent (30%) of the value of the goods plus any freight costs to cover costs of sorting, re-stocking and return transportation.