FAQs

Trade Accounts

  • How do I view pricing of products on the website? 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.
  • How do I setup a trade account so I can purchase from Premier? 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.

Sales

  • Do you have any other outlets or stores? 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.
  • Do you ship internationally? Unfortunately, online ordering is not available for international customers. Please contact us by email or phone with any international enquiries.
  • What are your operating hours? Our Chester Hill warehouse/showroom has the following opening times (AEST):
    Monday - Thursday: 8:30am - 5:00 pm
    Friday: 8:30am - 3:00pm
    Saturday: 9:00am - 1:00pm
    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 info@premiergroup.com.au
  • How do I place an order with premier? 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 info@premiergroup.com.au Or call us to order over the phone on 1300 010 000.
  • Is there a minimum order value? 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.
  • How long does it take to Process/Dispatch my order? 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.
  • Can I amend my order once paid/checked out? 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.
  • Bulk discounts 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.

Payment

  • What payment methods do you offer? We offer the following payment methods:
    • Payment by credit card (via the secure eWAY payment gateway).
    • Payment by direct deposit (via POLi Payments). This gateway allows you to use your internet banking to securely pay for goods and services. Please note: It is only available through selected banks.
  • What are the eligibility requirements for credit terms? 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 accounts@premiergroup.com.au
      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

Delivery

  • What areas do you deliver to? 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.
  • Do you ship internationally? Please contact us by phone or email for any international enquiries.
  • How do I find the delivery cost of an item? 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 here:
  • Can I pick up my order? 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. Your order status will be updated or you will be called 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).
  • What freight companies do you use? We use a number of different freight carriers (depending on parcel size and location). These include: Rossfreight Couriers, Couriers Please, Toll Ipec, Hunter Express When your courier is booked, you will receive an email referencing the carrier that is delivering your order and a consignment/tracking number.
  • How Long After Placing My Order Can I Expect My Delivery? 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.
  • Can I schedule a time for my delivery? 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).
  • Do I need to sign for my delivery? 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.
  • Will I get a call prior to, or upon, delivery? 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.
  • Can I organize my own courier to collect? 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.
  • What if my item is lost or damaged during delivery? 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.
  • Can I get it delivered to a PO Box? We cannot deliver to Post office boxes - always provide a residential or business street address.
  • Can you deliver by Australia Post instead of a courier? Some deliveries will be made via the Australia Post EParcel service. We cannot send items via standard (envelope) post.

Returns

  • I accidently ordered the wrong product; can I return/exchange it? 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.
  • I was delivered the wrong product/a faulty product; can I return/exchange it? 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.

    Can’t find the answer you’re looking for? Send us an email at info@premiergroup.com.au or call us on 1300 010 000.