Help & FAQ

Online Shopping

• Getting a quote for a list of products is done by creating a new product List when logged in, then requesting a Quote using the newly created List. To do this, when logged in, create a new list of products by clicking the “Add to List/Quote” on each product page that you would like to add. Once the list is complete, navigate to the “My Lists” page using the top menu navigation, and click “Download Quote”.

• When logged in, navigate to “My Account” using the top menu navigation and select “Order” from the account menu.

• Navigate to “Order” under your Account page to view the status of orders.

• A new online customer account can be set up by clicking “My Account” in the top menu, and selecting “Register”. Please note that this does not automatically connect a customer account with a business’s account, which may provide access to custom pricing and product selections. To connect a customer account to a business account (also, known as an Executive Managed Account), contact our customer service team.

• If you have forgotten your password for your account, try setting a new password by clicking “Forgot password?” on the account log in page.

• Yes, selecting favourite products is managed through the Online Shop’s My List feature. Add a product to a List by using the “Add to List/Quote'' button on product pages. If you have multiple different departments for product lists, for example, Washroom, Lunch Room, Reception, etc, consider creating a List for each order type. This way, you will be able to quickly order and manage product ranges for each order type.

• What is My List?

• This is a feature created by Executive Distributors to simplify your ordering or reordering experience.
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• Who is it for?

• It's for everyone who's tired of always manually reordering or ordering in bulk! Now you can have different lists made for different purposes.
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• What is the Default list?

• This list is made and managed by us tailored to your customised pricing. You can manage items in this list by adding selected items to your shopping cart or requesting a quote from us.
• You cannot rename this list and delete or edit items on this list.
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• What are examples of lists I can create?

• You can create your own custom list based on your needs.
• If you are a business needing items for multiple facilities, creating a list for each facility will allow you to group items you often manage quickly.
• Eg. Kitchen staff equipment; Cleaning supplies
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• How do I use 'My List'?

• It's simple, just follow the steps below!
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• Do my lists expire?

• No! Your lists remain in your account until you delete or edit them. Prices are included as well when you add items to your lists.
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• I'm still confused. Help!

• Of course! If you have any further questions, feel free to contact our sales department by phone (07) 3333 - 1617 or by email at sales@exd.net.au. The sales department is open Monday to Friday, except holidays, from 7 a.m. to 5 p.m. AEST.
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• Yes, some products cost less per unit when ordering larger quantities. Look for products with a Price Break bulk order option. Selecting larger quantity sizes will reduce the cost per unit.

Executive Managed Account

• A business’s Custom Pricing and Product Range is a set of commonly ordered products which have exclusive pricing which can be ordered online. After logging into the Online Shop, navigate to My Custom Discounts on your Account Page to view your personalized pricing. If this doesn’t display, your personal login account might not be connected to a business account with Custom Pricing. Contact our accounts team to troubleshoot this.

• Contact our accounts team and ask them to add a new online account to the business account. An Executive Managed Account, or business account, can have multiple people added to the account. This provides multiple people access to a business’s Order History, Lists, Custom Discounts and Order Preferences.

Rewards

• The rewards program allows customers to earn points that can then be spent to receive free reward items. An online account is required to earn points. Access the rewards program.

Shipping & Delivery

• Yes, we service the whole of Australia. Your order is promptly dispatched same day from our state-of-the-art warehouse in Queensland. Our business partners in Melbourne, Launceston, Perth and Adelaide, ensure that your needs are quickly satisfied..

• Select from the below shipping and delivery options:

  • Delivery by Executive Distributors driver

    For customers located within the South East Queensland delivery region, Executive Distributors drivers can personally deliver either 3 times or 1 times per day, depending on the delivery location.

  • Delivery by Freight Shipping

    For customers not located within the above Executive Distributors delivery locations, Freight Shipping can be used at a calculated rate based on location and order dimensions.

  • Pick up directly from Executive Distributors Warehouse

    No transportation of products is arranged, allowing customers to pick up directly from the warehouse at 14-16 Croft Crescent, Toowoomba QLD 4350, Australia.

  • Use Own Transport Company

    For customers that have their own transport company, Executive Distributors allows external transport operators to register with the warehouse and make the pick up.

• Free delivery is available in Queensland, Australia for the following Commercial delivery locations: 
   
  • Toowoomba Metropolitan on orders over $110 AUD (excl. GST) 
    
    
  • Brisbane  Metropolitan on orders over $150 AUD (excl. GST)
    
    
  • Yatala Region, Warwick, Gatton, Lockyer Valley on orders over $180 AUD (excl. GST)
     
  • Esk, Kilcoy and Woodford regions  on orders over $180 AUD (excl. GST)
    
    
  • Gold Coast, Goondiwindi, Chinchilla, Miles Roma & St. George on orders over $280 AUD (excl. GST)
    
    
  • New England Hwy Yarraman to Wondai & Yatala region on orders over $350 AUD (excl. GST)
    
    
  • Dalby, Millmerran and New England Hwy Highfields to Wondai on orders over $380 AUD (excl. GST)
    
    
  • Boonah and Beaudesert regions on orders over $380 AUD (excl. GST)
    
    A standard small order handling fee of $25+GST  will be applied to orders under the minimum order value. Orders delivered to a residential address will incur an additional order fee of $25+ GST.

• If you haven’t received your order within the expected delivery timeframe, contact our customer service team.

Payment Methods

• Executive Distributors offers PayPal and Credit Card payments for all customers, and offers Trading Credit Accounts to long term customers.

Returns & Refunds

• If your order is faulty, damaged, or incorrect (not what you ordered), the product will be replaced or your money will be refunded. If your order doesn’t match your expectations, or you are not satisfied with it, we offer a no questions refund policy along with a 10% handling fee on “change of mind” returns. We ask that “change of mind” returns are:

  • Still in their original packaging with seals intact,
  • And have a receipt of purchase.

  Please note that with some excluded merchandise (including food products and indent items) we cannot accept “change of mind” returns.

• Executive Distributors prides itself on packing and delivering orders quickly in order to offer next day or same day delivery as often as possible. Order changes of mind are understandable and Executive Distributors aims to accommodate all reasonable customer requests. If the order has been dispatched a 10% handling fee may be charged for change of orders. Note that this does not include damaged or incorrect orders, which don’t include a fee. Contact the customer service team quickly for any order changes.