FAQ

What are your invoice terms of sale?

1. All opening orders will be issued a pro-forma invoice; goods must be paid for in full prior to us shipping the goods.

2. After your first invoice is paid, your next invoice will be COD; goods must be paid for in full once received.

3. Should you wish to apply for a 30 day account please email sales@nanahuchy.com.au & request a credit application form. All applications will be considered on a case by case basis.

What is the minimum start up order & minimum re-order value?

All opening orders must be $350 ex GST or greater.

Re-orders within 6 months from your previous order are a minimum of $250 ex GST, after this time the minimum re-order is $350 ex GST.

What is a pack?

All items are sold in packs, or have min order quantities. If your order doesn't reflect this we will increase the quantity to meet our pack requirements as set out on our website.

The pack defines how many units of the item you need to order. You are required to order in packs NOT units.

For example, if the item is sold in packs of 2, you need to purchase:

1 pack = 2 units

2 packs = 4 units

3 packs = 6 units … and so on. 

How does the product pricing work?

All prices stated are in AUD and exclude GST.

No GST is charged on international orders.

The trade shopping cart will identify the individual unit price & also the price for the pack. For example, if the unit price is $10 and it's sold in a pack of 2, then the pack price is $20. You could order 2 packs (ie 4 units) for $40 & so on.

What is a backorder?

When you order an item that is out of stock we place the item on backorder. You're NOT charged for this stock at this point, we do not charge you for stock we cannot ship.

Once the item comes back into stock we will email you a copy of your backorder to see if you need to add anything before we ship it.

There is no minimum order value when adding to a backorder. This is a great opportunity to re-order or try something new.

Can I sell Nana Huchy items as pre-order stock?

We do not recommend selling stock as pre-order, it is troublesome & can lead to unhappy customers. We do not want to be associated with unhappy customers who have paid for stock & expect it to arrive within a certain time frame.

We work hard to deliver goods on time, however in the unforeseen circumstance where goods are delayed, it's much better not to have pre-orders you cannot supply which ultimately results in unhappy customers. We highly recommend having a Notify Me when back in stock system instead which doesn't require the customer to pay for goods that are not on hand & ready to ship.

Can I sell Nana Huchy product at a Market or online Market places?

Under no circumstances can you sell Nana Huchy products at Markets or online Market Places. We do not supply individuals or businesses who use Markets or any online market places (such as, but not limited to ebay, mydeal.com, catch.com etc) to resell our products. Please do not misrepresent the Nana Huchy Brand.

When will my order be shipped?

Once you have submitted your order, it's considered final. We will pack the order & calculate the freight cost.

We use Australia Post E Parcel to ship your goods & you will receive an email with tracking advise from Australia Post.

Pro-forma Customers:
Once we have packed your order we will email you a pro-forma invoice. This must be paid in full before the goods can be dispatched. We will hold your stock for 3 working days from the date of invoice. If no contact has been made within this time your goods will be returned to stock. Nana Huchy takes no responsibility for goods not being available after this time.

Account & COD Customers:
Your order will be shipped once we have checked stock availability & calculated freight. We will contact you if there is not enough of your order available to send immediately. We cannot guarantee that all items displayed on our website are always in stock.

How long will my order take to be delivered?

All orders ship with Australia post from our warehouse in Clayton, Victoria, 3168.

When your order ships you will receive a tracking number. Delivery times can be found at:
https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

What payment methods do you accept?

You can pay via EFT or credit card.

EFT:
BSB: 033 048
Account: 274 431
Account Name: Nana Huchy
Please email remittance to sales@nanahuchy.com.au
(Note: We do not accept International Bank Transfers, International Customers please pay using credit card, see details below.)

Credit Card:
We accept Visa & MasterCard. There are no surcharges for payments made using Credit Card. To pay using your credit card please email sales@nanahuchy.com.au & request a secure link to pay your invoice online. We will send you the link via email, click the green “pay now” button & follow the prompts. It's simple & secure.

If need to discuss payment methods please phone: +61 3 9527 733.

What if I need to return something?

In the unfortunate event that an item arrives damaged, please email Nana Huchy at sales@nanahuchy.com.au within 7 days of receiving your order. Based on the nature of your return we will advise you what to do next. Credit claims will not be accepted unless written notification is made within 7 days of delivery.

What if I need some assistance with my order?

We're here to help!

Please don’t hesitate to pick up the phone:

+61 3 95277336

Or drop us a line sales@nanahuchy.com.au

What if I need to cancel my order?

All orders placed on the Nana Huchy trade system are considered confirmed. If you wish to cancel your order, please contact Nana Huchy immediately on +61 3 9527 7336. Once payment for an order has been accepted, cancellation is at the discretion of Nana Huchy.