How do I find my order history?

 

Click Orders on the menu tab then click View Details to look at each order.

 

 

How long will my order take to arrive?

 

Standard Post 5-7 days

Express Post 3-5 days

Star Track 1-2 days

We aim to dispatch orders the same day the order is placed. Our cut off time is 2pm local time. During peak times such as Easter, Christmas, New Year, Public Holiday’s or weather events, this may take slightly longer.  Larger, heavier orders may also take longer.

 

 

When will my order be dispatched?

 

Orders are generally dispatched the same day the order is placed. Our cut-off time is 2pm local time.

 

 

How do I cancel or modify my order?

 

Before you place your order, you can view the contents and the total amount in your shopping cart. Once your order has been submitted successfully, the order will be in an “order confirmation status”. Your order is then processed and shipped.

The only time that you can cancel or modify your order is during the “order confirmation status”. You must contact our Customer Experience team to do so.

Once your order enters the shipping process, we are unable to cancel or modify your order. You can however return your items within 21 Days. 15% restocking fees may apply if there is no fault to the product.

 

 

How do I check the backorder items?

 

We are in a process of creating a backorder dashboard report for our customers in the mySutton portal, until then you can ask our friendly Customer Experience team.

 

 

Can I pick up my order from your warehouse?

 

Good news, you can pick up your order from our warehouse located at 378 Settlement Road, Thomastown, Victoria, 3074. When you place the order through mysutton, just select Click and Collect! Order before midday for same day collection after 2pm. Orders placed after midday will be available for collection from 9am the next day.

 

 

Can you deliver to my customers?

 

We can certainly deliver to another address as a drop shipment. During the checkout process you will be prompted to select an Address, here you can choose a drop ship address.

 

 

Do I get further discounts if I purchase products in bulk?

 

Bulk quantity discounts can be discussed with your Sales Representative. Your Sales Representative’s contact details can be found in the footer at the bottom of the page.

 

 

What is Credit Stop?

 

If there is an overdue payment on your account, you may be restricted on placing any further orders. You will receive an alert in mySutton to contact our Accounts team at accounts@sutton.com.au. Once payment has been made, restrictions will be lifted on your account.

 

 

What are my trading terms?

 

Trading Terms are generally 30 days, contact your Sales Representative to discuss further. Your Sales Representative’s contact details can be found at the bottom of this page.

 

 

What is your return policy?

 

Item(s) must be returned within 21 days of purchase; 21 days start from the date of purchase to when it’s received back to our warehouse

Item(s) must be unused.

Item(s) must be in the original packaging which must be in the original condition.

If your item(s) match all of these conditions, please contact our Customer Experience team at cservice@sutton.com.au to arrange your return.

 

 

How do I return a faulty product?

 

Please contact your Sales Representative to arrange a return. Your Sales Representative’s contact details can be found under Account Information in mySutton.