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FAQs: Frequently Asked Questions
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General FAQs
• Where is TSS located?
• What are your hours of operation?
My Account
• How do I create an account? • How do I edit my account information? • I forgot my password. • How do I establish credit terms?
Order Status • Has my order shipped? • How do I track my order? • My order never arrived. • An item is missing from my shipment. • My product is missing parts. • When will my backorder arrive? • How do I return my product? • I received the wrong product. Delivery & Shipping
• Does TSS deliver to all parts of Australia?
• What does it cost for delivery to my area?
• Can you ship my order to a post box? • How long after I place my order will it be shipped? • How long will my order take to arrive? • Is my order insured? • Do you ship to my country? |
Shopping FAQ's
• Does TSS accept credit cards?
• Is there a surcharge for using my credit card?
• Do you accept phone orders?
• What currency is your website in? • What is your returns policy? • Do I have to pay GST/Sales Tax? • Do all the prices on your website include GST?
• Are your online payments secure?
• I need a copy of my receipt/invoice. • What happens after I place my order? Finance & Leasing
• Can I finance or lease the equipment I would like
to buy?
• Is there an application fee to apply for finance?
• After I sign the application form, can I still pull out?
• Where do I find the finance application form?
Security
• Are your online payments secure?
• Who is e-path and what are the benefits?
• Privacy Policy
Buyer's Guide
• How do I find my product?
• How do I navigate the site? Contact Us • Contact Details |
General FAQs
Where is TSS located?
Total Supply Solutions is an organisation distributing cleaning products and washroom supplies Australia wide. Our national call centre is on the Gold Coast in Queensland and we deliver from our central warehouses in Brisbane, Sydney, Melbourne and Gold Coast. Click here to see where our national call centre is on Google Maps.
What are your hours of operation?
We are open Monday to Friday, 8am till 4.30pm (Australian Eastern Standard Time). Outside business hours we'll record your message and call you back on the next business day.
My Account
How do I create an account?
1) Click the "Register" link at the top right hand side of our site.
2) Enter your details.
2) Enter your details.
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.
How do I edit my account information?
Click the "Log In" link at the top right hand side of our site. Enter your username and password. Click update my details and then make the changes you need.
I forgot my password
Click the "Log In" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgotten your password". Enter your email address, click the "Recover Password" button and your password will be emailed to you.
How do I establish credit terms?
There's lots of great options available to manage your purchases and payments. Hopefully the info below will help you discover your best option...
- Reason for credit terms...
Easier Account Management: Accounts can be a great tool if you place 4 or more orders per month or have multiple locations to manage. You will receive a statement summarising your purchases that you can pay with one cheque or bank transfer. For most TSS clients it is much easier to pay as they go and benefit from many of the great credit card rewards programs available while still enjoying special account pricing.
- Conditions of an account....
Before you apply for credit terms you will need to meet the following criteria...
1. Trade with us for a minimum of 3 months on a COD basis
2. Spend more than $1000 per month
3. Have a clear credit history
4. 3 good trade references
5. Have submitted a fully completed credit application form
- Can I put vacuum cleaners or cleaning equipment on account?
No, cleaning machinery can not be purchased on your credit account.
- Do I get better pricing if I have an account?
No, your special trade pricing level will remain the same as before you had an account.
- How long does it take to set up an account?
How quickly we process your account application will depend on your trade references diligence to return the required form.
- Why don't we do accounts for everyone, on any product, any time?
To bring you the best products and prices, it is important that we keep admin costs to a minimum. That's why we appreciate and reward the decision of most of our clients to pay as they go. Accounts are available however, because the majority of our government, body corporate and large corporate clients require account facilities for administration purposes in order to manage large numbers of purchases.
- A great alternative to an account which means less work for you and maybe lots of rewards points.
You can fill out our credit card authority form. This means your orders will be charged to your credit card before they leave our warehouse. The credit card docket will be stapled to your invoice to make administration for you super easy.
- Are you part of a government department, national organisation (eg hotel group) or body corporate.
Please give us a call as you may not need to fill out a credit account application form. The hard work may already have been done for you.
- Like to apply for an account?
If you would like an account application form, call our customer care line on 1300 822 626.
Order Status
Has my order shipped?
To quickly find out if your order has been shipped please call TSS's customer service team on 1300 822 626.
How do I track my order?
Should you wish to track your order, please contact our customer service team. Many of our freight network partners have fantastic delivery tracking programs. All you will need is the relevant website and consignment number. It's easy!
My order never arrived
If you were expecting your product and don't have it yet, that's not good, and we want to fix it fast. Before calling us please check with others at your delivery address who might have signed for the goods. If you have no luck, we will track your goods and find out what has happened or who signed for them and get back to you.
When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will endeavour to ship the item to you as soon as possible. For more accurate estimated times of arrival, please call the TSS team on 1300 822 626.
An item is missing from my shipment.
If you feel that there is an item missing from your delivery, please contact customer service within 72 hours of receiving the product.
My product is missing parts.
If you feel that the product received is missing parts, please contact customer service within 72 hours of receiving the product.
How do I return my product?
For instructions on returning your product please call the TSS customer service team on 1300 822 626.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
Delivery & Shipping
Yes, everywhere in Australia... but if you require delivery to New Zealand or the South Pacfic please call us for details!
What does it cost for delivery to my area?
81% of all our clients orders are delivered free...
81% of all our clients orders are delivered free...
However, if there is an additional charge for delivery & handling of your order, this is our policy...
"No delivery will ever be charged without your approval...
2. TSS will then contact you if delivery and handling charges are applicable and ask for your approval.
Alternatively, you can email us the product/s you wish to purchase and your address, and we will contact you with the delivery arrangements for your area or click on your area below for more information.
Can you ship my order to a post box?
Yes, for smaller orders we can send to a post box, however there are certain regulations about the types of chemicals and size of items we can post. For larger orders we use an Australia-wide network of couriers and freight companies who require a signature on delivery and will only deliver to a residential or business address.
Yes, for smaller orders we can send to a post box, however there are certain regulations about the types of chemicals and size of items we can post. For larger orders we use an Australia-wide network of couriers and freight companies who require a signature on delivery and will only deliver to a residential or business address.
How long after I place my order will it be shipped?
We endeavor to have your order dispatched the next working day. Our speedy team will have it packed, wrapped and ready to go as fast as we can. If we require more information from you or need an approval for a delivery fee if it applies, we will email you. In this case your order will be held until we get a reply from you with the info we need to complete the order process.
How long will my order take to arrive?
TSS delivers product throughout Australia via an extensive transport network. This includes Australia Post, couriers and freight companies, all selected to provide you with the best and most convenient delivery service. Australia is a huge place, so your delivery time will be determined by where you live and what you order.
For an accurate ETA (Estimated Time of Arrival) for your order call the TSS customer service team on 1300 822 626 or click on the delivery page for your state and scroll down to the "Delivery Time" section for a guideline to delivery times in your area.
TSS delivers product throughout Australia via an extensive transport network. This includes Australia Post, couriers and freight companies, all selected to provide you with the best and most convenient delivery service. Australia is a huge place, so your delivery time will be determined by where you live and what you order.
For an accurate ETA (Estimated Time of Arrival) for your order call the TSS customer service team on 1300 822 626 or click on the delivery page for your state and scroll down to the "Delivery Time" section for a guideline to delivery times in your area.
Is my order insured?
You are covered with TSS. Delivering your order to you in good condition is our responsibility. Once you have signed for or received your goods, damage or loss is then your responsibility.
Do you ship to my country?
TSS specialises in the delivery of its products within Australia. We also deliver products to our clients in New Zealand and The South Pacific. We do not deliver our products outside these areas.
Can shipping and billing addresses be different?
Yes... as long as the shipping and billing addresses are in the same country, you can use different shipping and billing addresses.
Shopping FAQs
Does TSS accept credit cards?
Absolutely YES... Total Supply Solutions accepts all major credit cards including Visa, Mastercard and American Express. It is important to us that your shopping experience is easy, convenient and hassle-free.
Is there a surcharge for using my credit card?
Absolutely NOT! When you shop with us there is NO surcharge for using your credit card.
Do you accept phone orders?
Absolutely! Our opening hours are 8am – 4:30pm weekdays (Eastern Standard Time). We are very happy to speak to you for any advice and also take your order over the phone. Feel free to call us on, Within Australia: 1300 822 626, International: +61 7 5575 2166.
What currency is your website in?
All prices are listed in Australian Dollars (AUD). If you would like a currency converter, please visit www.xe.com
What is your returns policy?
You
may return most new, unopened items within 7 days of delivery for a
full refund. We'll also pay the return delivery costs if the return is a
result of our own error (eg. you received an incorrect or defective
item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return courier (in some areas you may be required to drop the item to your closest depot), however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the courier (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes to process your refund request (5 to 10 business days).
If you need to return an item, simply contact our customer service team today on 1300 822 626 and they will happily guide you through the process.
We do our best to provide detailed and accurate product information including photographs, descriptions and video demonstrations to help with your purchase. If you have any questions about a product or need some advice, please contact us any time. We are open from 8.00am - 4.30pm (EST), Monday - Friday, and will always be happy to help.
Wrong or Missing Items
If the wrong item is sent or there is an item missing from your order, we will arrange for the correct item to be sent to you free of charge. The cost of returning any wrongly sent items are also our responsibility. You must notify us within 7 days of delivery if there is a problem with your order.
Damaged Items
If an item is damaged upon arrival, you must notify us within 7 working days of delivery. You are required to keep all boxes and packaging for inspection. Details of the damage will be taken and the claim processed with the shipping company. It is our responsibility to replace the damaged item free of charge.
If you have any questions about our returns policy, please do not hesitate to contact us on 1300 822 626. We will be happy to hear from you. Thank you and happy shopping!
You should expect to receive your refund within four weeks of giving your package to the return courier (in some areas you may be required to drop the item to your closest depot), however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the courier (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes to process your refund request (5 to 10 business days).
If you need to return an item, simply contact our customer service team today on 1300 822 626 and they will happily guide you through the process.
We do our best to provide detailed and accurate product information including photographs, descriptions and video demonstrations to help with your purchase. If you have any questions about a product or need some advice, please contact us any time. We are open from 8.00am - 4.30pm (EST), Monday - Friday, and will always be happy to help.
Wrong or Missing Items
If the wrong item is sent or there is an item missing from your order, we will arrange for the correct item to be sent to you free of charge. The cost of returning any wrongly sent items are also our responsibility. You must notify us within 7 days of delivery if there is a problem with your order.
Damaged Items
If an item is damaged upon arrival, you must notify us within 7 working days of delivery. You are required to keep all boxes and packaging for inspection. Details of the damage will be taken and the claim processed with the shipping company. It is our responsibility to replace the damaged item free of charge.
If you have any questions about our returns policy, please do not hesitate to contact us on 1300 822 626. We will be happy to hear from you. Thank you and happy shopping!
Do I have to pay GST/Sales Tax?
You only have to pay GST/Sales Tax if your order is being shipped within Australia.
Do all the prices on your website include GST?
Yes. All pricing on the TSS site is inclusive of GST (Goods and Services Tax).
Are your online payments secure?
Yes... TSS has invested substantially into developing secure systems that protect your privacy. Click here to view our security and privacy policy. However, if you prefer, your orders are always welcome by phone, fax or mail too.
I need a copy of my receipt/invoice.
An invoice will be sent with your order. You can request to have your invoice posted or faxed, and a delivery docket sent with the goods. If you need a copy of your invoice just give our team a call on 1300 822 626 or email us by clicking here.
What happens after I place my order?
Once you have placed your order through our website, you will get an automatic email confirmation containing the full order details. We aim to have your order dispatched within 1 working day, once full payment is received. If there will be a delay in shipping your order, or if the item(s) you ordered are not available, or if we require more information to process your order, we will notify you by email within 1 working day. Shopping at TSS is fun and we strive to make this experience simple, clear and enjoyable. If you have any questions at all, please feel free to contact us.
Finance & Leasing
Can I finance or lease the equipment I would like to buy?
Absolutely... TSS have specialist advisors to help you find the best solution for you. You'll benefit from tax deductible monthly payments which are good for your cashflow. It's why thousands of Australian small businesses are turning to rent equipment. You'll also be able to keep your money working in more profitable ways for your business, not tied-up in equipment that rapidly loses value.
Is there a fee payable with the application form for finance?
No. Applying for finance with us is free, whether you are approved or declined.
After I sign the application form, can I still pull out?
Yes. The form only gives the finance company enough information to check your credit worthiness and access your application. It is not the binding finance agreement, so you can cancel after you have signed your finance application form. If you are approved, the official paperwork will be posted to you for signing. Once you have signed this you are committed to the agreement and can only cancel or pull out as per the terms and conditions provided.
Where do I find the finance application form?
Click here to go to the finance and leasing page. At the bottom of the page is a link to the application form.
Security
Are your online payments secure?
Yes... TSS has invested substantially into developing secure systems that protect your privacy. Click here to view our security and privacy policy. However, if you prefer, your orders are always welcome by phone, fax or mail too.
What is the E-Path payment gateway and what are the benefits?
To learn more about E-Path, click here to go to the website... www.e-path.com.au
Privacy Policy... click here
Buyer's Guide
How do I find my product?
To find the product(s) you're looking for, you may...
(1) use the navigation menus on the top, left & bottom of our website.
(2) type a keyword into the SEARCH box.
If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the top, left & bottom of our website.
QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You'll notice that anytime you scroll over something that is a link, your mouse cursor will become a "hand". Whereas scrolling over anything that is NOT a link will leave your cursor as an "arrow". You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact our customer service team for assistance on 1300 822 626.
Contact Us
To get in touch with us, click here.
