FAQ

HOW TO ORDER

1). Log into the wholesale website

2). Add items to shopping cart - we will dispatch any order over $300.

Each item is sold in a minimum pack size eg. 2, 4, 6 or 8.

If you want more than the minimum pack size quantity you will need to order larger quantities in multiples of that pack size. Eg pack of 4 needs to be ordered in 4, 8, 12, 16, 20 etc.

When clicking on an item you will be able to find a description of the item, size and pack size of then item. You will also be able to see when it is arriving in stock if it isn't already.

3). Once you have all items in your shopping cart, proceed with finalising order and shipping details. You will not be able to pay for the goods at this stage.

4). Your order will be sent to us (at customer care) and we will then split in into items available now and back ordered items. If an item that you ordered isn’t currently in stock it will be back ordered for you until it returns.

5). Once we have some available stock ready to send to you, we will calculate freight costs for that part of the shipment and send you an invoice.

6). Once you have arranged payment and sent us remittance advice your order will be dispatched as soon as possible for you. Usually either the same day or the following day.

PACK SIZES

Each item is sold in a minimum pack size eg. 2, 4, 6 or 8.

If you want more than the minimum pack size quantity you will need to order larger quantities in multiples of that pack size. Eg pack of 4 needs to be ordered in 4, 8, 12, 16, 20 etc.

The pack size for each item is included in the description when you click on the image of an item.

BACK ORDERS

If an item that you ordered isn’t currently in stock it will be back ordered for you until it returns. We will let you know when your back ordered stock has arrived and is available to be sent.

It is always best to back order items that you are interested in as our stock can often sell through before it arrives to our warehouse.

FREIGHT

Freight is calculated by weight of the product and where it is being sent.
You will be charged a freight component for each shipment that is sent out.

We use DIRECT FREIGHT courier services for your order and find them very efficient and cost effective.

If you are located in a remote area, we are more than happy to give you a quote to a more central location if better suited. Sometimes in these situations it can work out cheaper using a local courier service for the last part of the journey to your store (organised by yourself). 

PROFORMA INVOICES

If you are on a prepaid terms with us, you will be sent a proforma invoice when we have a shipment of available stock ready for you.

Please ensure you send through remittance advice once you have made payment so that your goods can be shipped as quickly as possible for you.

If for any reason you are unable to make payment at the time you have been sent a proforma invoice or of you need a little longer to arrange payment, please let us know so that we are aware of your situation.

ACCOUNT

If you are on account terms with us, your order will be sent out without warning as soon as it becomes available. We like to make sure you can receive the stock as soon as possible.
You will then be expected to arrange payment by the due date on the invoice which you will receive with the goods. 

CREDITS

If on the off chance you receive broken or faulty items in your delivery, we are more than happy to credit you for these items.

Simply take a photo of the item, and send it through to us at the customercare@jonesandco.com.au email address.

We would also love you to inform us of the items code as well as the invoice number that it was received on.

LOST CARTON

If you receive an incomplete delivery and are missing a box or two, please let us know as soon as possible.

You can firstly check the tracking details of your order (you should have been sent a consignment number in your dispatch email).

If it shows that you have not received your complete delivery ie. 4 out of 5 cartons, there is a chance that one may have been separated from the rest during the journey. Quite often, the last carton will be delivered by itself shortly after.

If the tracking details show complete delivery ie. 5 out of 5 boxes received, there is a chance that our warehouse staff have accidentally miss picked your order.

When contacting us to report a lost carton please let us know which items (code + quantity) you are missing and which invoice the delivery relates to. We will then contact our warehouse and courier service to follow up on the missing items for you. 

ONLINE

We currently do not stock online only stores, however if you have a bricks and mortar store that stocks our products, you may supplement sales by also having our products available on your online store as well.

We do not allow the sale of our products through Ebay or Etsy.

EXCLUSIVITY

We do not offer exclusivity on our products unless an exclusivity agreement has been applied for and approved. Once approved this will give you the right to stock our products in your suburb exclusively. Exclusivity is granted case by case at managements discretion.

In suburbs that are not exclusive we take every precaution to ensure a fair and reasonable distance is given between stockists to ensure everyone can stock us happily without stepping on anyone else’s toes. It is at management’s discretion how many stockists we will allow in any one postcode / area.