Help & FAQ

How do I get a quote for online products?
- Getting a quote for a list of products is done by creating a new product List when logged in, then requesting a Quote using the newly created List. To do this, when logged in, create a new list of products by clicking the “Add to List/Quote” on each product page that you would like to add. Once the list is complete, navigate to the “Saved Items” page using the top menu navigation, and click “Download Quote”.
How do I view my order history?
- When logged in, navigate to “My Account” using the top menu navigation and select “Order” from the account menu.
How do I check the status of my order?
- Navigate to “Order” under your Account page to view the status of orders.
How do I setup a new account?
- A new online customer account can be set up by clicking “My Account” in the top menu, and selecting “Register”. Please note that this does not automatically connect a customer account with a business’s account, which may provide access to custom pricing and product selections. To connect a customer account to a business account (also, known as an Executive Managed Account), contact our customer service team.
How do I get a new password?
- If you have forgotten your password for your account, try setting a new password by clicking “Forgot password?” on the account log in page.
Can I save and view my favourite products?
- Yes, selecting favourite products is managed through the Online Shop’s My List feature. Add a product to a List by using the “Add to List/Quote'' button on product pages. If you have multiple different departments for product lists, for example, Washroom, Lunch Room, Reception, etc, consider creating a List for each order type. This way, you will be able to quickly order and manage product ranges for each order type.
Using the 'Saved Items' feature
- What is Saved Items?
- This is a feature created by Executive Distributors to simplify your ordering or reordering experience.
- Who is it for?
- It's for everyone who's tired of always manually reordering or ordering in bulk! Now you can have different lists made for different purposes.
- What is the Default list?
- This list is made and managed by us tailored to your customised pricing. You can manage items in this list by adding selected items to your shopping cart or requesting a quote from us. You cannot rename this list and delete or edit items on this list.
- What are examples of lists I can create?
- You can create your own custom list based on your needs.
- If you are a business needing items for multiple facilities, creating a list for each facility will allow you to group items you often manage quickly.
- Eg. Kitchen staff equipment; Cleaning supplies
- How do I use 'Saved Items'?
- It's simple, just follow the steps below!
Can I save by buying in bulk?
- Yes, some products cost less per unit when ordering larger quantities. Look for products with a Price Break bulk order option. Selecting larger quantity sizes will reduce the cost per unit.
How do I view my custom pricing and product range?
- A business’s Custom Pricing and Product Range is a set of commonly ordered products which have exclusive pricing which can be ordered online. After logging into the Online Shop, navigate to My Custom Discounts on your Account Page to view your personalized pricing. If this doesn’t display, your personal login account might not be connected to a business account with Custom Pricing. contact our accounts team to troubleshoot this.
How do I add another person to a business account?
- Contact our accounts team and ask them to add a new online account to the business account. An Executive Managed Account, or business account, can have multiple people added to the account. This provides multiple people access to a business’s Order History, Lists, Custom Discounts and Order Preferences.
What is Executive Distributors Loyalty Program?
- The loyalty program allows customers to earn points that can then be spent to receive free loyalty items. An online account is required to earn points. Access the loyalty program
Do you supply Australia-wide?
- Yes, we service the whole of Australia. Your order is promptly dispatched same day from our state-of-the-art warehouse in Queensland. Our business partners in Melbourne, Launceston, Perth and Adelaide, ensure that your needs are quickly satisfied..
What are the shipping and delivery options?
- Select from the below shipping and delivery options:
  - Delivery by Executive Distributors driver
    For customers located within the South East Queensland delivery region, Executive Distributors drivers can personally deliver either 3 times or 1 times per day, depending on the delivery location.
  - Delivery by Freight Shipping
    For customers not located within the above Executive Distributors delivery locations, Freight Shipping can be used at a calculated rate based on location and order dimensions.
  - Pick up directly from Executive Distributors Warehouse
    No transportation of products is arranged, allowing customers to pick up directly from the warehouse at 14-16 Croft Crescent, Toowoomba QLD 4350, Australia.
  - Use Own Transport Company
    For customers that have their own transport company, Executive Distributors allows external transport operators to register with the warehouse and make the pick up.
What are the shipping and delivery costs?
- Free delivery is available in Queensland, Australia for the following Commercial delivery locations:
  - Toowoomba Metropolitan on orders over $110 AUD (excl. GST)
  - Brisbane Metropolitan on orders over $150 AUD (excl. GST)
  - Yatala Region, Warwick, Gatton, Lockyer Valley on orders over $180 AUD (excl. GST)
  - Esk, Kilcoy and Woodford regions on orders over $180 AUD (excl. GST)
  - Gold Coast, Goondiwindi, Chinchilla, Miles, Roma & St. George on orders over $280 AUD (excl. GST)
  - New England Hwy Yarraman to Wondai & Yatala region on orders over $350 AUD (excl. GST)
  - Dalby, Millmerran and New England Hwy Highfields to Wondai on orders over $380 AUD (excl. GST)
  - Boonah and Beaudesert regions on orders over $380 AUD (excl. GST)
  A standard small order handling fee of $25+GST will be applied to orders under the minimum order value. Orders delivered to a residential address will incur an additional order fee of $25+GST.
What to do if I haven’t received my order?
- If you haven’t received your order within the expected delivery timeframe, contact our customer service team
What payment methods can I use?
- Executive Distributors offers PayPal and Credit Card payments for all customers, and offers Trading Credit Accounts to long term customers.
What payment methods can I use?
- Executive Distributors offers PayPal and Credit Card payments for all customers, and offers Trading Credit Accounts to long term customers.
What is the return policy?
- If your order is faulty, damaged, or incorrect (not what you ordered), the product will be replaced or your money will be refunded. If your order doesn’t match your expectations, or you are not satisfied with it, we offer a no questions refund policy along with a 10% handling fee on “change of mind” returns. We ask that “change of mind” returns are:
  - Still in their original packaging with seals intact and have a receipt of purchase.
  Please note that with some excluded merchandise (including food products and indent items) we cannot accept “change of mind” returns.
Can I make changes to an order I already placed?
- Executive Distributors prides itself on packing and delivering orders quickly in order to offer next day or same day delivery as often as possible. Order changes of mind are understandable and Executive Distributors aims to accommodate all reasonable customer requests. If the order has been dispatched a 10% handling fee may be charged for change of orders. Note that this does not include damaged or incorrect orders, which don’t include a fee Contact the customer service team quickly for any order changes.