Frequently asked questions

We are a wholesale business that does not supply directly to the public, so you can only place orders and view pricing with a verified account. You can register for an account by clicking Apply for a trade account at the top of any page and entering the details requested. We may call you for further information if required. Once you have supplied the required information, your account will be verified within 3 business days, and you’re free to place orders.

For ease of ordering, you can add to your address book by going to your account area and following the prompt in the ‘Address book’ section. You can add an unlimited number of addresses to your address book.

As you browse, you’ll see little hearts next to each product. You can click these to add to ‘My likes’, if you wish to revisit the product later but not add it to your cart. To remove something from your likes, click the red heart again and it will be removed.

Our dispatch centre is based in Wellington, New Zealand. Your order will ship within 24–48 business hours of being placed.

Orders being shipped within New Zealand will be sent via NZ Post Courier Tracked, which takes 1–2 business days to arrive. Please allow an additional 1–2 business days for rural addresses.

In some cases where large orders are placed and need to be palletised, these will be sent via Mainfreight which can take up to 5 business days for regular delivery addresses, or 10 days for rural addresses.

Shipping costs are based on the value of the order, starting at $13.00 + GST.

Orders being shipped to Australia are sent via Australia Post economy, which takes approx. 3–8 business days to arrive. These shipments are sent via NZ Post for the first leg until they reach Australia, so end to end tracking can be provided on NZ Post’s website.

Australia Post Economy: 3–8 business days

Tracking information is provided along with your dispatch confirmation email. If there are any issues with delivery or an order appears to be stuck in transit, please contact us and we will handle the enquiry process for you and your customer. When contacting us to raise an enquiry for a “delivered not received” issue, please be sure to double check the intended delivery address first with your customer. If incorrect addresses are provided with an order, we are not liable for loss.

Credit card payments are managed via Stripe, a secure third-party payment provider. This means your credit card information is not stored with us. You can read more about Stripe’s Privacy Policy.

Credit card paying customers will receive a paid invoice with the dispatch confirmation of their order.

Customers on monthly invoice terms will receive an invoice with their dispatch confirmation. Monthly statements are provided early–mid month every month to customers who have upcoming invoices due.

Standard business practice is that new customers will be on credit card payment only. If you wish to switch to monthly terms after the first few months, you can request this. We will then assess your order volumes and provide a trade application form if you meet the requirements. Consideration will be given to new customers for invoice terms at Wholesale Solutions’ discretion.

If you are a stock holding retailer and have placed an order and a product is found to be unavailable to be shipped, you will be notified in your dispatch email. If you are an invoice customer, the OOS product(s) will be removed from your invoice. If you are a credit card paying customer, you will be credited for the OOS product(s).

If you are a dropship customer, we will hold your order and contact you, the retailer, and give you the option to swap out the product for another item of similar value or remove the product from the order.

To submit a return request, go to the relevant order in the ‘Order history’ section of your account area on our website. From there you will see prompts for submitting a return on the relevant product. Once we review the request and update the status and comments, you will receive email notifications keeping you across the resolution.

If you have an issue with any products you or your customer has received, you can submit a return request on our website. These are typically resolved within 2–3 business days, otherwise we will contact you via email if we need further information. For faulty or damaged claims, we ask that you proactively email us a video or photo showing the issue. In some instances we may request for the product to be returned for testing.

Note: The Returns Portal is for warranty claims, or if an item arrives damaged or is otherwise unsatisfactory. If there is an overall issue with an order, please contact us via email or phone so we can investigate this promptly.

Wholesale Solutions reserves the right to reject return requests at our discretion, where a product is no longer covered by warranty.

The data feed is a file of our full range that rebuilds every night, which you download and import into your store. The API is a live connection: your systems pull stock and pricing on demand and send orders straight through to us.

The data feed is $19.95 + GST a month, with no setup fee. The API is $49.95 + GST a month, plus a one-off $295.95 + GST setup fee. Prices are in NZD.

MyStore is coming soon, and pricing will be revealed at launch. Register your interest on the MyStore page to hear the moment it goes live.