FREQUENTLY ASKED QUESTIONS

 

Who can open an account with Newcraft?

Newcraft is a wholesale distributor, we do not sell our products to the general public for their own private use. We supply pet shops, pet/animal services, wildlife parks, zoos, wildlife rescue organisations and accredited wildlife carers. If you fall into one of these categories and you have a registered ABN, then you can register for an account via our website.

If you don’t fall into one of these categories, then please contact us via our website so we can discuss your requirements.

What type of accounts are there?

We have 2 types of accounts:

  1. Prepaid Account – upfront payment required prior to shipping your goods
  2. Credit Account – credit limits apply and payment terms are strictly 30 days after EOM (must be approved by Newcraft, successful completion of trade reference checks is required)
Do I need to register for an account to make purchases online?

Yes. Registering for an account is quick and easy. Once we receive your registration request we will aim to process it within 3 business days. Once we have notified you that your account has been approved and is active, you may begin ordering with us.

The benefits of purchasing online via our website are:

  • All your online purchase history is saved to your account
  • You can shop faster with access to your previous orders
  • Shipping details are pre-populated
  • Track the progress of your order
What do I do if I have forgotten my password?

If you have forgotten your password click “Login/Register” on the homepage of our website. This will take you to the “Login” page. Click on “Lost your password” and enter your username or email address and select “Reset Password”. An email will be sent to your registered email address with a link to create a new password.

Is there a minimum order requirement?

Yes. You must order a minimum of $250 (excluding GST). If your order does not meet the minimum order value it will not be processed.

Why do we have a minimum order requirement?

So we can continue to provide our customers with the lowest prices and keep our delivery fees low. We are a wholesaler and distributor that supplies other businesses, so we operate on higher turnover and lower margins than a standard retailer.

Can I place an order over the phone?

We prefer orders to be made online – this is why we can offer such great prices. But if you do not have access to the internet then you can place an order via the alternative methods below.

In order of preference:

  1. Online order via our website
  2. Email your order to sales@newcraft.com.au
  3. Fax your order to (02) 9533 3365
  4. Phone your order through by calling us on (02) 9533 3785
Can I change or add items to my order once I have completed the checkout process online?

Once you submit your online order you cannot make any changes. However, if you do wish to make changes or cancel your order please contact us via email at sales@newcraft.com.au within 24 hours and we will attempt to stop the order before it has been dispatched but this cannot be guaranteed.

What payment types are accepted?

Newcraft accepts payment via Direct Deposit only. Our direct deposit details can be found on the bottom of your invoice. We do not accept payment via Credit Card.

Can I pick up from your warehouse?

Yes. Customers can pick up orders from Newcraft’s warehouse at the following address:

1/134 Beaconsfield Street, Revesby NSW 2212

Alternatively, if you wish to nominate a Courier or transport company to pick up your order from our warehouse you may do so by prior arrangement with Newcraft. The customer will bear all costs associated in the pick-up and delivery of orders by a customer nominated Courier or Transport Company. Newcraft is not responsible for any costs involved in this type of pick-up/delivery, nor are we responsible for any risks or goods damaged in transit associated with this type of pick-up/delivery.

If a customer does not notify Newcraft that they wish to nominate a Courier or transport company for pick-up/delivery at the time of placing an order, Newcraft will assume that delivery via the standard method will take place. Newcraft takes no responsibility for using incorrect shipping methods in this scenario.

Do you price match?

No, we do not price match. However we are confident our prices are some of the best in Australia.

Is my data secure?

Newcraft takes its responsibilities and obligations to protect the information of its customers very seriously. We do not use your personal or business information for anything other than for the purpose of completing a business transaction with you. This includes but is not limited to: knowing who we are transacting with, where to ship your goods, invoicing, receiving payment for the goods sold to you and pursuing unpaid monies for overdue invoices. We may also use it to provide you access to special offers we may have from time to time. We will never sell your data to any 3rd parties.

Comprehensive security measures and access controls are in place to protect customer information collected to ensure that these details are only accessible by authorised personnel for authorised reasons. However, we make no warranty in respect of the strength or effectiveness of that encryption and accept no responsibility for events arising from unauthorised access of the information you provide.