FAQ

Customer Login

I am an existing hiPP customer and haven't received my Login details.
Please contact our sales office to obtain your login details.

I am new to hiPP, do I have to register for a Login?
If you are a personnal shopper then you do not need to login to the website to place an order. If you are a potential new wholesale customer to hiPP, please apply for a wholesale login under WHOLESALE APPLICATION on our website.

Orders

Do your prices include GST?
Both inclusive and exclusive GST prices are indicated on our website.

Do you have a minimum order?
There is a minimum order value of $50.00(exGST) for all our customers.

I have placed an online order. Can I amend it?
Yes. Please contact our office as soon as possible to ensure that the order hasn't already left our warehouse. If your order has already left a new order would need to be placed.

I have received a faulty item
We do everything in our power to supply a quality product although occasionally fault do occur. Please contact our office or your sales agent to organize a replacement.

I have received an incorrect item in my order
Please contact our office so we can organize a return and the correct item to be sent out to you as soon as possible.

An item is missing from my order
Please contact our office by and we will organize the item to be sent out to you as soon as possible.

Do I have to pay a delivery fee for backordered items?
No. If an item has been backordered no extra delivery fee will be charged, however if you add additional items to the backorder then freight will be charged. Orders containing multiple items or new items unavailable until a specific date may be held and all items delivered together.

Delivery & Costs

How much is delivery?

Wholesale customers (Australia only) you will be charged based on the value of the order and location.

• Delivery/handling into all capital cities - free for orders $300+ (ex gst)
• Delivery/handling into all capital cities - $25 (plus gst) for orders between $150 and $300 (ex gst)
• Delivery/handling /admin into all capital cities - $50 (plust gst) for orders up to $150 (ex gst)
• onforwarding to regional, remote and non mainland destinations will incur an additional charge.
  Our sales staff will contact you directly with the calculated delivery charge, if applicable.

Personal shopper orders are freight free over $50.00 (exGST) with a minimum order value of $50.00(exGST)

All deliveries to remote or non mainland destinations and some special items, may incur freight charges at cost. Specific items that this can apply to will be indicated at point of sale and will be determined by the delivery destination. Our sales staff will contact you directly with the calculated delivery charge, if applicable.

Items will be shipped using a reputable courier company as chosen by hiPP.

I need my order urgently! Do you Express Post?
Yes, however Express Post or Express Courier facility are only available on Tuesdays or Thursdays. Urgent orders should be placed online by indicating in the 'Additional Information' box.
Additional delivery charges will apply.

Do you do same-day delivery?
No. You are welcome to organise your own courier for pickup on Tuesdays or Thursday: 10am - 2:30pm only. Orders must be placed before 12noon for pick-up. A handling charge may apply.

How long will it take before I receive my order?
We endeavour to process all orders as quickly as possible. Please be aware that during very busy periods this processing time can extend slightly Delivery times are usually the next day to most capital cities but will vary according to the parcel's destination and can take up three to five working days for some destinations.

Please be mindful that delivery of ALL orders leading up to Christmas will experience delayed delivery times. We strongly advise that you plan ahead and avoid the stress!

Can I track my order? / Has my order left yet?
Yes, when your order leaves our warehouse you will receive an email confirming that the items have been dispatch including the courier's tracking number.

Can I place an order and collect it from your warehouse?
es. Orders can be picked up from our warehouse on Tuesday or Thursday: 10am - 2:30pm only. Please select 'Collect from our warehouse' as the shipping option at CHECKOUT.
When your order is ready to collect, we will contact you by email with further details.