Customer Service: Wholesale FAQ

This page is for wholesale customers, if you are shopping for yourself please click here.

How do I become a stockist?

Simply click here to tell us a little bit about your business and our team will be in touch with wholesale login information.

How do I order?

You can order online through until.com.au. Please contact us to set up your wholesale login.

What is your minimum order?

We have no minimum order value. Orders over $500 ex GST will be sent on free freight, orders under incur a $25 + GST delivery fee.

Pack sizes: can I split a wholesale pack into a smaller quantity?

Our suppliers determine pack sizes based on product size, carton size and pricepoint. Some of our products are available in split packs. Where this option is available, it will be listed on our website alongside the product.

Can I change or cancel my order after I’ve placed it?

Once you confirm your order online, it is sent directly to our team for processing and packing. We’d love to help if your order hasn't already been packed - please contact us.

How do I make a product list?

Product lists are a great way to bookmark products for later. You can add items from your product lists to your cart at any time. When viewing a product, click ‘Add to my product list’. You can add it to an existing list, or create a new one. Manage your product lists via My Account > Product Lists.

My order status is Pending Approval. What does this mean?

There may be an issue with your order and we could be trying to contact you. Contact us if you have a question about an order that is pending approval.

My order status is Pending Fulfillment. What does this mean?

Your order is being processed and packed by our team.

My order status is Billed. What does this mean?

Your order has been shipped.

When will my order be delivered?

We aim to dispatch your order within 1-2 business days.

Sydney, Melbourne, Brisbane: 1 day from order dispatch

Perth: 3-5 days from order dispatch

NSW, VIC: 1-3 days from order dispatch

ACT: 1-2 days from order dispatch

QLD: 2-5 days from order dispatch

SA: 2-3 days from order dispatch

NT, TAS: 3-5 days from order dispatch

WA: 4-7 days from order dispatch

Please use this as a guide during busy holiday periods such as the lead up to Christmas.

How do I track my order?

To provide you with a fast and efficient service, we use a variety of carriers, depending on your location and goods ordered. Contact us for help with tracking your order.

What if something is missing from my order?

If an invoiced item doesn’t arrive, please let us know within 7 days of receipt (ideally sooner, to help us track items lost in transit). If an item on your order is sold out, we will always notify you in advance to help with your planning.

What should I do if a product arrives damaged?

If you receive damaged items, please contact us within 7 days of receipt and keep hold of the product. We may want to organise collection, or see how we can prevent it happening again.

What should I do if an item is faulty?

To maintain high quality standards, we like to hear about manufacturing faults as they occur. Many of our brands offer extended warranties. Contact us for more information.

When will [X] be back in stock?

You can subscribe to stock updates via until.com.au. When viewing a sold out product, click ‘Email me when it is back in stock’, add your details and you will receive an email when the product arrives. Manage your subscriptions via My Account > Settings > Back In Stock Subscriptions.

Where can I find more information about a product?

We provide as much information as possible in the product ‘Detail’ tab of our website. You will find product codes, barcodes and dimensions in the ‘Specs’ tab. If information we have provided is unclear or you have more questions, please ask us.

Can I have high resolution product images for print?

We have a comprehensive image database and are happy to provide you with high resolution images for your marketing activities. Contact us.

Can I have product images for my website?

If you need product images for your website, you can grab these directly from until.com.au by right-clicking on a product image and saving to your desktop. If these are not high enough resolution, contact us.

How do I see what I’ve ordered previously?

Your order history is saved in My Account > Orders > Order History. Here you can review a full list of what you’ve ordered, and you can choose to reorder items you have ordered previously.

What is my account balance?

You can review your account balance via My Account > Billing > Account Balance. You can also view your invoices, full transaction history or print a statement. For all other accounts questions, contact us.

How do I update my address?

Update your address via My Account > Settings > Address Book. You can set your default shipping and billing address here.

How do I update my payment information?

Store your credit card information in My Account > Settings > Credit Cards and take advantage of faster checkouts. For all other payment enquiries, contact us.

Can I change my password?

You can update your password via My Account > Settings > Update Your Password. If you forget your password, click ‘Forgot password?’ on the login screen, to receive an email with a link to reset it.

How do I update my email subscriptions?

You can choose to subscribe or unsubscribe to our newsletters in My Account > Settings > Email Preferences. Things we might email you about: important dates, price changes, product news, trade shows and order cut-offs.