Returns Policy
At Number 1 (Australia), we pride ourselves on our large selection of domestic and international brands you know and trust. Accordingly, we want you to be pleased with your purchase and be confident with your shopping experience online.
Number 1 (Australia) understands that sometimes you may wish to return a product that you have purchased from our online store, so we have outlined our Policy regarding Returns to assist you with this process.
FAULTY, DAMAGED OR INCORRECTLY SHIPPED ITEMS
If in the unfortunate event your item arrives faulty, damaged or incorrectly shipped, please contact our customer service team on 02 8011 0205 or alternatively email customerservice@number-1.com.au within thirty (30) days of receipt of goods.
Should your item be deemed faulty, damaged or incorrectly shipped, Number 1 (Australia) will provide an exchange, credit or refund. Refunds will be processed according to your original method of payment.
To proceed with your return, please contact customerservice@number-1.com.au
RETURN METHODS
Goods being returned to Number 1 Australia can be returned via post or can be dropped off at one of our Distribution Centres:
| NSW | 4 Cumberland Ave, South Nowra, NSW 2540 |
| VIC | 16/35 Garden Road, Clayton, VIC 3168 |
Please ensure that the returned product is suitably packaged to prevent damage during return shipping. Number 1 Australia takes no responsibility for returned items damaged in transit.
Number 1 Australia will cover the cost of freight for faulty, damaged or incorrectly shipped, and will organise return shipping on your behalf. Once you have contacted us to request a return, our Customer Service team will discuss with you how you would like to return your stock and organise return shipping if required.
Shipping Policy
STANDARD DELIVERY
Number 1 Australia ships all standard orders with TNT Express. While we cannot guarantee definite timeframes for delivery, due to factors outside of our control, standard orders are typically delivered within the below timeframes:
| Area | Delivery Time |
|---|---|
| Metro Areas | 1 – 2 business days |
| Regional Areas | 2 – 4 business days |
| Rural/Outlying Areas | 2 – 4 business days |
Orders placed by 12pm each day will be shipped by close of business the same day.
DELIVERY CHARGES
Delivery costs are charged at a flat rate based on the order value. Deliveries to residential addresses are charged at a higher flat rate due to the cost incurred by our courier company.
| Order Value | Delivery Cost |
|---|---|
| Orders <$1000 | $15 |
| Orders >$1000 | FREE |
| Orders (any value) delivered to Residential Address | $25 |
LARGE ITEMS OR PALLET ORDERS
If you have ordered a larger item or pallet, our specialist courier will deliver on the next scheduled run in your area. Alternatively, our couriers can contact you to arrange a convenient delivery time.
Frequently asked questions
Select the "Login" button and sign in using the email address you have registered with Number 1 Australia, and password.
If you are not sure which email address you have registered with Number 1 Australia, please contact us (link to Contact Us page).
If you have forgotten your password, click "Forgot password" and follow the prompts to reset your password
If you are not a customer, you will need to create an account (link to How do I create an account?) and have your account application approved (is this correct?) before logging in
Select the "Become a Customer" button and follow the steps to register as a customer (either trade, vet, or other).
Once submitted, your account application will be reviewed for approval. We will advise you of the outcome via email within 3 business days and, if your application was successful, we will provide you with your log in details.
Once you have logged in to your Account, you can update your personal, address and password details in the ‘Settings’ tab.
Unfortunately, Number 1 Australia is a wholesale distribution company. If you are looking to purchase products listed on our website as a private individual for personal use, please refer to our list of stockists. (link to stockist page)
We accept Visa, Mastercard, PayPal and will Invoice as per individual trade terms.
If you would like to cancel, add or change your order, contact us (link to Contact Us page) as soon as possible after placing the order to notify us. In most cases if your order has not been processed and dispatched, we will be able to make changes, however we cannot guarantee this.
All navigation and communication between customer and Number 1 (Australai) is encrypted end to end. Passwords and credit cards are hashed in to the database so that nobody can read it.
Please visit our corporate page (link to Number-1.net.au) to learn more about what we can do for your business.
Unfortunately, we are unable to place backorders.
If you have ordered an item that has sold out, you will be contacted by our Customer Service team and a substitution or refund will be arranged.