Please see below for some of the more commonly asked questions, if you need more information please call or email us.
General
- Are you open on the weekends? Opening hours?
Unfortunately, we are not open on the weekends. We are open Monday to Friday, 8am to 5pm.
- Are you open to the public?
Yes, we are!
- Do you have a physical shop?
25 King Street, Frankton, Hamilton.
- Can I shop with you or do I have to be a business?
Anyone can shop with us. You do not have to have a business account.
- Can I shop online?
Yes, absolutely!
- Do you do repairs?
We do not do repairs in house, however, we deal with a few repair agents who can fix the machine for you.
- Who do your repairs go through?
We use a number of repair agents depending on the brand and type of machines. Get in touch and we can sort you out.
- Do you have environmentally friendly products?
Yes, we do, we have a large range to suit each and every need.
- Can someone come and visit me in my business?
Yes, we absolutely can get someone to visit you in your business. Please contact us to hear more about this.
- Do you offer a cleaning service?
No, we do not offer any cleaning services. Instead, we serve as a supplier to numerous cleaning companies. While we appreciate your interest, we refrain from offering specific recommendations. It's important to note that we are not affiliated with Waikato Cleaning Services in any way.
Orders and Products
- If a product says “backorder” or “low stock”, what does this mean?
If a product is saying “back order”, this means that the product is currently out of stock. Whereas “low stock” means that we have low stock of the product.
- Do you sell Barkeepers Friend and Scrub Daddy?
We absolutely do! Check it out here:
Barkeepers Friend
Scrub Daddy - Do you offer demos of products or machines in store?
Yes we do! Call us today to find out more information.
- I’m missing a product from my order, what should I do?
Check on your invoice to see if you have something “backordered” or if it has a zero under the “supplied” column. If so, it means that this product is currently backordered, and we will either send the product out to you as soon as we receive it, or give you a call and see if you would like a refund due to supplier delays.
- Can I cancel my order?
If your order hasn’t yet been dispatched, yes. We can then refund you.
- Can I make changes to my order?
If your order hasn’t yet been dispatched, yes. Give us a call in regards to this as you may have to pay extra for shipping, or for extra products, and we should be able to sort this out over the phone.
- I’ve received the wrong product, who should I contact?
Give us a call or an email and we can sort this out for you, ASAP.
- I’m having trouble ordering online, can you help?
Definitely! Give us a call.
- Do you offer Click and Collect?
Yes, we do! In the “Cart” screen, under the “Your Region” drop down box, select “I want to pick up my order”. Continue to checkout.
- Do you price match on products that are cheaper elsewhere?
It depends on the product/item. Give us a call and we can definitely look into this for you!
Payment
- What methods of payment do you accept online?
Purchase Order if you have an account with us, or Paymark if you would like to pay online with a credit or debit card.
- Are my personal details safe if I purchase through the website?
Yes, they are. Paymark is a secure and reliable payment processing service.
- Do you have PayWave instore?
Yes we do.
- Can I pay by cheque?
Unfortunately no, most banks are no longer accepting cheques.
- Can I pay something off?
Maybe, we partner with several finance companies to provide options for purchases over $2000. Contact us for more information.
Delivery
- Do you offer delivery? If so, how much?
Yes, we do. All our van deliveries are free to your home or business, if you're within the Hamilton area and your order is above $70.00+gst, otherwise there will be a freight cost. If you’re not local, there will be an additional charge for freight. This varies on the weight of the items purchased, and where they’re getting sent. However, orders over $350+gst in the Central North Island (Auckland to Whanganui)are free, orders to Northland or Wellington (below Whanganui) are freight free when over $500+gst - additional fees may apply for Rural Delivery, 200L drums and Hazardous Substances.
If you would like to see if we cover your address or want to know the rough cost of freight, just send us an email at [email protected] or call us on 07 847 8344.
- When can I expect my delivery?
If you’re in Hamilton/Local, and the products are in stock, we aim to deliver your package on the next business day. If you’re outside of Hamilton, it will depend solely on the courier company.
- My order hasn’t arrived – what now?
Give us a call if you haven’t received your order within 5 business days of you ordering your products – please allow time for the weekend as we are only open during business hours.
- Who will deliver my order?
If you’re in the Hamilton area/local, it will be our WCS town driver. If you’re outside of Hamilton, it will be your local courier. We generally send our packages through Post Haste.
- Can I change my delivery address after submitting an order?
If your order hasn’t yet been dispatched, yes you can. Give us a call and we can sort that out for you.
- Do you ship overseas?
Currently, no we do not.
Returns, Refunds and Exhanges
- Do you have a refund policy?
If for any reason you want to return a product, we can do it with 7days if it’s still in original condition. Organising the return shipping is the customers responsibly and once received we can process either the exchange or refund. If the item was custom, a special order or a pandemic item these are unable to be returned.
- Do you do exchanges for products that were incorrectly bought?
It depends on the product and where you are located. If you’re within the Hamilton area, we can easily swap the product if it hasn’t been opened or used. However, if there is a price difference between the product you want to replace and the new one, the difference will need to be paid first. The easiest way to do this, is to purchase the new item through the website (if you are not an account customer), and we can refund you the cost of the original product.
If you’re not within the Hamilton area, please call us so we can find the best solution for you.
- The item/product I received is damaged/faulty. Can I replace it?
Absolutely! Give us a call and we can sort this out for you.
- How will I receive my refund?
We aim to refund you the same way that you paid.