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Frequently Asked Questions

Please use the FAQs below to answer any queries that you may have. If this section does not answer your query, please place an enquiry through the contact us form or contact our Customer Services department on 1800 777 582 within business hours.

Do you sell directly to the public?

No, our company is a Wholesale company distributing to retailers.

Is there a minimum order quantity?

Yes most of our items are sold by roll or in pack sizes of 5 or 10 - unless otherwise stated. There is no minimum online order however additional freight charges may apply if your order is under $250 plus GST.

If you are after “Cut Lengths”, please contact our Customer Services department on 1800 777 582 in business hours.

How much are the freight costs?

All Australian orders will incur a Package and Handling fee of $2.50 plus GST.

Freight Costs charged will vary depending on value of order and what items you are purchasing. Please see our Shipping and Delivery information.

How long does it take before I get my order?

All metropolitian area orders can be expected within 5-7 working days. Country and rural towns may extend to 10 working days. If an order is required urgently, please contact our Customer Service department on 1800 777 582.

Am I able to come into your showroom and view/purchase products?

Yes, our customers are welcome to come into our showroom in Underwood, Queensland. See our contact page for full details.

How do I open an account?

Trading Account

If you are wanting to setup a trading account with Sullivans, you will need to complete a Credit Application form online. You can do this by going to Register for an Account and selecting “Yes: On Account" under the question “Do you wish to apply for a credit facility?”. Once this form has been received, allow 2-3 business days for approval subject to reference checks. You will be allocated an account number & login details via email straight away but may only shop by Credit Card while you wait for the application approval.

Credit Card Account

If you do not want a trading account and prefer to pay via credit card, all you need to do is go to Register for an Account and select “No: Prepaid/Credit Card” under the question “Do you wish to apply for a credit facility?”. You will be allocated an account number & login details via email straight away.

Remember to have your ABN number ready!

Can I pay my Account online?

Yes one of the exciting features of our new website is that you can pay your account online by credit card. To do so, just log in using your account number and password provided, click on your Account tab on the menu and select Pay Account. You will have the option to pay your Overdue amount, Total amount or pay Another amount. Click the buttons beneath these options and fill out the credit card details form.

Please note that payment summaries can take up to 24-48 hours to be reflected once payment has been made.

Can I change or cancel my order after I checkout?

Yes but only before the order is invoiced. You will need to contact our Customer Service department on 1800 777 582 as soon as possible with the amendment to the order.

We are able to do this because we do not charge your credit card or trading account until the products are invoiced. See our contact page for full contact details.

What happens after I have placed my Order?

Once you have placed an online order you will receive a confirmation email, which includes details of your order and order number. When we despatch your order we will send you a despatch email confirming details of your tracking as well as a copy of your invoice.

Your orders progress is also kept via online. Once logged in, click the Account tab on the menu and select Order History. Select your order and press View Order Now. Order Status is shown under the Print button on the right side of the screen. Once despatched your tracking number and courier name will be available next to your postal address details.

When is my Credit Card charged?

Your credit card is charged once your order has been packaged and ready to be despatched. You will received a copy of your invoice by email once your credit card has been processed.

I don’t have an ABN number how do I purchase Sullivans products?

A large majority of our products are sold in Lincraft stores throughout Australia and New Zealand. Otherwise you can use our nearest stockist service or contact our customer service department on 1800 777 582 for other retail stores where products can be purchased.

If you are wishing to purchase online then is also a retail site that stocks our product lines.

Can New Zealand & USA businesses purchase from our Online store?

Unfortunately not at this stage, however please contact our New Zealand & USA office's for any queries by visiting their website.

See Sullivans New Zealand and USA contact information for full contact details.

Is it safe to shop at Sullivans Online?

The Sullivans Online Store and website uses the SSL encryption method to ensure that your purchases are 100% secure. Credit Card transactions are direct links to Bpoint (the Commonwealth Bank Group) and are known to follow strict guidelines for digital theft and fraud.