Our terms and conditions
The information on this page summaries general terms and conditions for doing business with us.
When registering on our website or when placing an order with us by any method you agree to accept our terms and conditions.
We reserve the right to change our terms without notice; unless we're required by law to advise you of changes in writing.
You can find the legal contract for using our website and doing business with us here. This includes contractual terms between us whenever you place an order via our website, or by other means such as phone, email, post, fax or via a sales representative.
If you have questions, or want to clarify any of our terms, please contact us: firstname.lastname@example.org
Our office is open:
Monday to Friday
9:30am to 5:30pm
(Closed on NSW public holidays).
Minimum order value
Our minimum order value is $300.00 per transaction excluding GST and freight.
Delivery charges are additional. We may choose to accept an order below this minimum after applying a $15.00 small order processing fee.
Many of our toys are sold in wholesale packs consisting of more than one item. Our minimum order quality for these toys is one pack, regardless of the number of units it contains. We cannot split a wholesale pack.
Our pricing policy
All of our prices are in Australian Dollars and exclude 10% Goods and Services Tax (GST).
Most of our toys are imported. International toy manufacturers and shipping companies typically price their products and services in US dollars. As a regular importer we always try to absorb small exchange rate variations rather than pass them on to you.
However, we reserve the right to revise or amend our pricing at any time and may do so without notice.
We also provide a printable copy of our price list as a service to our customers. While we endeavour to provide an error-free document, if a discrepancy occurs, the price published on our website is deemed to be the correct price.
Drop shipping and warehouse pick-up
We don't offer drop-ship services.
We’ve geared our business towards providing cost-effective bulk wholesale services to online and offline retailers nationwide. As a result our systems and supply contracts are not configured for drop shipping services. Collecting orders directly from our warehouse is not possible due to OH&S restrictions.
Placing your first order
The easiest way to place an order is via our website.
Only registered customers can order online. Apply for access here.
Registered customers also have access to wholesale pricing, downloadable product images and marketing content.
When ordering from us for the first time we ask you to establish your credit worthiness using a pro forma invoice. This means payment is made in full before we dispatch your order.
Once you've placed three pro-forma orders (and paid for them in a timely and trouble-free manner) you can apply for a 30-day credit account. Your business must pass a credit reference check and, as with any credit application, it's always subject to final approval.
Learn more about our credit approval process here
Back orders and unavailable items
We generally don't accept back orders for items out of stock.
Instead, we try to indicate when an out of stock item will be available again. We encourage you to make a note of this date, then as it approaches, check our website to confirm availability. We also issue a regular email update announcing the arrival of new shipments into our warehouse.
Our website is updated throughout the day as our stock levels change. Items out of stock are clearly marked on each product page. You cannot add these items to your shopping cart.
However, items scheduled to arrive within five business days are often made available to order in advance. If your order includes these unavailable items we'll delay dispatch until everything is in stock.
On the rare occasion that an item marked in stock is no longer available we will contact you to make alternative arrangements. This usually means making a substitute or amending your order.
From time to time we accept advance orders for new products or popular products in high demand.
We normally advise customers of this option via our website, our Facebook page or in regular marketing email updates.
Advance orders are subject to unforeseen delays or last-minute cancellation. Therefore, to reduce confusion or delays in supply we don't bundle advance orders with a regular order.
Instead, when an advance order is ready for dispatch, we'll contact you to arrange a top up; or seek approval to combine it with a regular order you've recently made. This helps boost your margin by spreading any freight charge over more items.
If this is your first time placing an order online, click on this link for a step by step guide to using our website.
How to pay us
If you have a wholesale credit account with us you can submit orders online without adding more information.
Our standard credit term is 30 days from our invoice date (which is typically the date your order is dispatched from our warehouse).
Customers without a credit account, or ordering on a pro-forma basis, are always prompted for billing and delivery information required to process their payment. You can apply for a credit account with us after successfully placing and paying for three pro-forma orders. Please contact us for a credit application.
We accept the following forms of payment:
- Make an electronic funds transfer (EFT) directly to our bank account. See the bottom of our invoice for more details.
- Pay by credit card. We accept Mastercard and Visa. Online transactions are processed via a secure Stripe transaction gateway. Artiwood does not store or retain a record of your credit card details on its own servers.
- We also accept American Express for orders placed via our website if paid in full online before submitting the order. American Express cannot be used to pay the outstanding balance on a standard wholesale account.
- Use credit held in your own personal PayPal account.
- Post a cheque to: Artiwood Australia, PO Box 7111, Alexandria NSW 2015
Purchases made using a credit card or personal PayPal account credit are immediately transferred to our warehouse system for dispatch if your payment is approved online.
All credit card payments are subject to a 1.65% surcharge (equivalent to 1.5% excluding GST).
Purchases made using EFT or cheque are not processed and dispatched by our warehouse until funds have been cleared into our account.
All pro-forma orders are paid for using Stripe’s secure payment gateway. You can learn more about how your information is kept secure here.
If you'd like to make an international bank transfer please contact us at: email@example.com for SWIFT transaction details.
Keep your account balance current
Our terms are strictly 30 days for credit accounts unless we've advised otherwise in writing.
To help you maintain your account balance we issue a statement at the end of every month summarising amounts you owe and payments you've made. No statement is issued if there is no outstanding balance.
We pursue all unpaid invoices vigorously. All charges we incur recovering payment of an overdue invoice are recharged to you. This includes legal and debt recovery fees charged by third-party organisations appointed to recover a debt.
If your account is in arrears we may restrict website access or pause the processing of new orders until the outstanding balance has been paid in full.
If you're having trouble making a payment please contact us immediately on 02 8294 3030. We'll try to find a workable solution for your situation.
We reserve the right to charge interest on any invoice that hasn't been paid in full by its due date. The applicable rate is National Australia Bank’s published Overdraft Business Rate on the date the balance becomes due. Interest will accrue on the outstanding balance on a daily basis until it's paid in full. We reserve the right to waive this term at our discretion.
A Late Payment Administration Fee of $11.00 (inclusive of GST) may be applied to an invoice each month for every month the outstanding balance hasn't been paid in full on or before its due date. An account remains in arrears until this fee, interest and any outstanding balance is paid in full. We reserve the right to waive this fee at our discretion.
We reserve the right to close your account or cancel any credit terms in place and reapply pro forma terms if you fail to keep your account in good order.
Promoting the availability of our products
You agree to never misrepresent the availability of products we distribute.
You agree to only promote stock either in your possession or for which you've already placed a confirmed order. We may agree, at our discretion, to waive this requirement. Contacting us to request items listed as out of stock on our website doesn't mean you've placed a confirmed order unless we agree in writing to accept it.
You also agree to portray accurately the quantity of stock in your possession or for which you have a confirmed order.
We reserve the right to terminate any account that mispresents the availability of the products we distribute.
Access to marketing materials
Registered customers have access to detailed product information and marketing materials
Once registered and approved for wholesale access you can download data files, product images, lifestyle photography and videos. You may use this content to promote the products we distribute.
Altering this content in a manner that mispresents a product or its use is not permitted. This includes inaccurate depictions of its functionality, editing its available configuration (such as changing its colour or accessories) or misrepresenting its recommended age grading.
We reserve the right to terminate any account that mispresents the products we distribute.
Freight and postage charges
We deliver Australia-wide using national freight couriers. Our warehouse is located in Brisbane and our head office in Sydney.
We cannot deliver to a PO Box address. Please provide a street address or delivery of your order will be delayed.
Freight charges are based on the weight and size of each package dispatched, as well as its final destination. Our warehouse always tries to pack your order as efficiently as possible to keep charges to a minimum.
A regular carton weighing up to 20kg will typically incur a minimum charge of:
- Brisbane metro area: $20.00
- NSW & ACT metro area: $25.00
- Southern QLD & VIC metro area: $27.50
- Regional VIC & Adelaide metro area: $30.00
- Outback & Northern QLD: $35.00
- Regional SA & TAS: $35.00
- WA & NT: $37.50
Please note that these are estimates only. They are not guaranteed rates. Delivery to an address located outside a metro area typically costs more than these rates.
Bulky items sometimes incur higher charges even if they weigh less than 20kg. An additional charge may also apply to orders requiring more than one package for safe delivery.
Freight suppliers may charge us for a failed delivery. We reserve the right to pass on this cost if alternative arrangements haven't been made in advance; or you've given us an incorrect/incomplete delivery address. This charge is added to your account and subsequently invoiced on a future order.
To avoid additional charges please check and confirm that your delivery address and any special delivery instructions are correct before submitting your order.
We pack and dispatch most orders within 48 hours (excluding weekends and public holidays) of its submission if you have a credit account with us; or after receiving your pro-forma payment in full.
During busy periods, particularly after a trade show or during seasonally busy times, our order processing may take an extra day or two. Please accept our apology if this occurs with your order.
Orders placed via our website are typically subject to fewer delays as the site only allows you to order toys currently in stock. Orders placed via email or phone require manual intervention before processing and are subject to delay, especially during busy periods
We confirm dispatch of your order by email. This message includes a tracking reference to monitor its progress online.
All orders are dispatched by courier. The couriers we use provide an estimated delivery date (ETA) for all deliveries. This is an estimated date supplied by the courier company; not by Artiwood Australia. An ETA is not a guaranteed delivery date.
If you have an urgent order requiring delivery by a specific date we recommend contacting us to discuss your deadline. While we cannot guarantee a delivery date we will do whatever we can to help you.
Is something wrong with your order?
We check the quality and accuracy of every order before its dispatched. However, things can go wrong.
If your order is incomplete, inaccurate or contains a faulty product please notify us within 5 working days of receipt. For information on how to report a problem, follow these links:
Get the right toy for your needs
Many of our toys are designed for normal domestic use.
If you wish to use them in an institutional environment, community group or commercial organisation please contact us to confirm their suitability. Our warranty does not cover the inappropriate use of a product.
Your feedback is appreciated
Thank you for doing business with Artiwood Australia.
Our customers are our most valued source of feedback. We welcome your comments and ideas. Please email us at: firstname.lastname@example.org