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Frequently Asked Questions

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1. Where can I see your products?

All our products are on display in our showroom. We also have sales account managers, and sales agents covering most of Australia. Call us at our office to work out the best way for us to service you, on (02) 9559 1300.
 

2. Where are you located?

Our head office is at 2 Wood Street, Tempe, NSW
 

3. Can I visit your showroom?

Of course; you are very welcome to visit our showroom by appointment, just call us on (02) 9559 1300 to arrange a suitable time. We are located about 5 minutes from the International Terminal at Sydney Airport and about 10 minutes from the Domestic Terminal, so if you’re visiting us from interstate, we can pick you up from the airport.
 

4. Why do I have to log in to order?

We are a wholesale distributor; therefore, we don't allow members of the general public to see our wholesale pricing or purchase our products. Just click on the Apply here and fill in your details. Once we've received your application, we'll be in touch within 24 hours.
 

5. Can I get a trading account with you?

Yes, provided you are a reseller with good credit references you can have a 30-day trading account. To apply for an account please complete the Credit Application Form, which can be downloaded HERE
 

6. How can I order from you?

There are several ways you can order from us:
Online: You can order online with your login code and password
By Phone: You can call our office on (02) 9559 1300
By fax: You can send us a fax on (02) 9559 1366
By email: you can email us at sales@tnw.com.au
In person: You can visit our showroom, or have one of our Sales Account Managers visit you ‘in store’ (depending on your location), contact us for more information
 

7. Can I cancel or change my order?

You can add to or amend your order provided it has not been processed in our warehouse.
 

8. How will you send my order?

We ship orders daily with Direct Freight Express. Delivery times once orders leave our warehouse depend on your location, our office can give you an estimated delivery time for your location, or you can refer to Direct Freight's ETA Calculator
 

9. Is there a minimum order?

While we don’t strictly have a minimum order, we charge freight on all orders under $1,200 (ex GST), so we wouldn’t send any orders out under around $150 as it is not worth it for either of us.
 

10. What is the freight charge?

Our freight charge is very modest and is detailed under the Ordering Information tab at the bottom of our website.
 

11. How can I pay for my order?

We accept payment by bank transfer (EFT), Visa or MasterCard (We DO NOT charge a transaction fee on credit card payments), or cheque.
 

12. How quickly will my products be delivered?

We aim to send out your order within 1-3 working days, there may be slightly longer delivery times during peak periods.
 

13. Do you offer display stands or floor stand arrangements?

Yes, please click on the Display Stands link at the bottom of the home page for more information.
 

14. I have received damaged stock, what should I do?

We take pride in our ability to pack items in such a way to minimise the risk of damages during transit, however, sometimes things happen beyond our control. If you find that some stock is damaged on arrival, please let us know within 14 days of delivery by emailing us at sales@tnw.com.au Please be sure to include your customer account number, your invoice number and the product code, and some images of the damaged item (if possible). Unfortunately, we do not issue credits for shop soiled items, or stock broken in your store.
 

15. Can I order an item showing as ‘Out of Stock’ or ‘On Order’?

Yes, you can refer to the ‘Stock Availability’ section of our Ordering Informationpage for details. 

We are open

In these difficult times we would like to offer you as much support as possible to keep things running smoothly.

We are still able to receive orders via our website at any time and have limited staff in our office to take your enquiries.

We will not be accepting any visitors to our showroom while lockdown measures are in place.

For those of you interested in ordering online and need instructions or a little refresher on how to do this, 
please see this 
news story which gives simple detailed instructions and tips on quick ordering.

Kind regards,
TNW Australia