MTB Direct Access Wholesale FAQ
FAQs for MTB Direct Access Wholesale.
Q: What are the Wholesale Terms & Conditions?
You can read the Ts & Cs here: https://www.mtbdirect.com.au/pages/b2b-terms-conditions
Q: How do I get Wholesale pricing?
If you have stumbled onto this page and you do not already have wholesale access, please head to the following link to apply: https://www.mtbdirect.com.au/pages/b2b-wholesale-distribution
Q: Who do I contact with any questions?
Reach out to the team at b2b@mtbdirect.com.au with any questions. They'll get you sorted.
Q: How can I pay for my order?
We accept MasterCard, & Visa. All credit card payments are processed through the Shopify Payments gateway, a platform which is certified Level 1 PCI DSS compliant, that securely captures and processes your credit card details.
PayPal, Afterpay, and other financing options are not available for wholesale customers.
Q: Do you offer finance?
Zip & Afterpay are available on orders between $150 & $2000 if you meet their terms & conditions.
Q: Do you price match?
We do not price match for wholesale accounts. Please contact b2b@mtbdirect.com.au for more details.Q: What does 'Special Order' mean?
An item that shows a yellow 'Special Order' notice above our 'Add to Cart' option means that there is currently not enough stock available to fulfil an order for that item/quantity immediately, but we can order it from our supplier.
Adding a 'Special Order' item to your cart, means that your whole order will ship once all items in your cart are in stock. There is usually only a short delay of 1-2 weeks for despatch of your full order.
If you are ordering other items which are currently in stock you may wish to order those separately so they ship without delay.
Q: What does 'Shipped by Supplier' mean?
An item that shows a green 'Shipped by Supplier' notice above our 'Add to Cart' option means that while we don't currently have this stock in our warehouse, our supplier is able to ship it directly to you from their warehouse.
Adding a 'Shipped by Supplier' item to your cart, means that these items in your order will ship separately to any other items you may have ordered and will be shipped directly to you from the supplier.
'Shipped by Supplier' items will usually be despatched within 1-3 days and you will receive a unique tracking number for these items.
Q: Can I make a change to my order?
Generally no, after an order is received on our website, it goes straight through to our warehouse system and it is not usually possible to make any changes at that point.
Q: What currencies do you accept?
All prices are listed in Australian dollars.
Q: Do you ship internationally?
Wholesale access is currently only available for stores in Australia.
Q: When will my order arrive?
Delivery times depend on where you live and the shipping method you select. To see an estimate on how long a package will take to arrive, please go to the website for the relevant freight provider and enter TRUGANINA, 3029 as the origin postcode.
If after the estimated time it has not arrived, or you are concerned about it's progress, we suggest that you contact the freight provider first. They are best placed to track your parcel down and get it to you as soon as possible. However if you don't have any luck with them, then you can contact us and we'll try and get it sorted out.
Q: What's your "Price Guarantee"?
Price guarantee is not available for wholesale customers.
Q: What does it mean if I put an Authority to Leave on my parcel?
At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. They can leave it anywhere at the address. For some people, this is a great option if you don't think you'll be home when the delivery is made. However it does also mean parcels may be stolen, and we are not responsible for this if you have chosen the Authority to Leave option.
As it states at the checkout:
"Please note, if you select Authority to Leave, MTB Direct will not be held responsible for any parcels which are lost/stolen/mauled by your canine. We do not recommend selecting if you live in a gated complex, or unit block. CHOOSE AT YOUR OWN RISK! We also cannot guarantee that the individual delivery driver will observe the instructions, but will simply ensure they are included on the package. Without your authority to leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no-one is at home."
Q: Talk to me about privacy and cookies and things
No problem, head to our Privacy page, where you'll find all you need to know about what data we collect and what we do with it.
Q: Are my credit card details secure?
Absolutely! Because we use secure payment gateways, we (our system and our staff) will never see your full credit card details. If you choose to store your credit card details for future use on the site, please note that your details are still just as secure - we use a "token payments" solution which means that the secure payment gateway provides a Token ID (a random code) that is stored in our system and can only ever be used again on our site (it is not vulnerable to use on other sites) when you choose to use it via your account with us.
Q: How will an MTB Direct order appear on my bank/credit card statement?
Orders you place with us will appear on your bank/credit card statement with the description: "Mtb Direct (via Ezi) Derrimut".
Still no answer? That's ok, just reach out to b2b@mtbdirect.com.au