Frequently Asked Questions

Do you have a quick question about our wholesale packaging products and services? Have a quick browse of our FAQ to see if we have already addressed your question.

Your Account
Do I need to use a credit card to register?
How can I keep a list of the products that I usually buy?
Is it secure to shop online with WF Plastic?
I've forgotten my password. How can I log in?
Shipping
What is V-Weight?
What is the Shipping Guarantee?
Where is my order?
Why are there so many shipping options?
Can I purchase pallets or mixed pallets of stock?
How much does it cost to have a pallet shipped to me?
How do I get a shipping quote for the items that I would like to purchase?
Can you ship my order to a private address?
Do you deliver to PO boxes?
Payment
Do the prices include GST?
Do you accept PayPal?
Why was I transferred to PayPal's website for my PayPal payment?
Can I pay my WF Plastic bills online?
Why can't I pay bills higher than $2000 with credit card or PayPal?
Do you charge a fee for credit card payments?
Other
I can't find the product that I'm looking for? Do you have any more stock?
I ordered a special order item. Why hasn't it shipped yet?
I purchased an item that was in stock, and someone called me to say that it's out of stock. What happened?
Do I have to be a business to buy from WF Plastic?
I placed my order, and wish to add another item to it. What should I do?

Your Account

Q: Do I need to use a Credit Card to register?
A: No, your credit card details are only required when you finalise a purchase that will be paid for using your credit card. We process credit card payments securely with eWay, one of Australia's largest card processors.

Q: How can I keep a list of the products that I usually buy?
A:
We're already doing this for you.  Simply log in to your account, and click on Reorder Items.  This will display a list of all of the items that you have previously ordered for you to pick from.  You can also start a Wish List if you prefer, to keep a list of items that you might like to purchase in the future.

Q: Is it secure to shop online with WF Plastic?
A:
This website is protected with a Comodo site security seal. Comodo is a company that specialises in security. Their specialty is issuing SSL certificates for web sites to secure transactions. Comodo maintains a high acceptance rate among popular browsers such as Microsoft Internet Explorer ¬©, Netscape¬©, Mozilla, Safari, Chrome and more.
Our certificate provides secure communication from your web browser to our server. This allows us to take your orders securely and protects any information that you provide to us.
When you start the checkout process, or any time that you log in to our site by providing your username and password, you will see a small padlock appear in your browser window. This indicates that your session is secure. You will also notice that the URL in the address bar now starts with "https".
Our Comodo site security seal guarantees that your transaction has been verified to be taking place with WF Plastic Pty Ltd.

Q: I've forgotten my password. How can I log in?
A:

Don't worry, you can easily reset your password. Simply click on My Account at the top left corner of this window, or the bottom left corner.  This will jump you over to your login page.  There's a link titled Forgot your password - Click Here  Just click on the Click Here link to recover your password.  You'll be sent an email with instructions on how to reset your password.

Shipping

Q: What is V-Weight?
A: The listed V-Weight (Volumetric Weight) of each product is the shipping cubic weight. This is calculated by multiplying the dimensions of the package (in metres) by a constant. This is then compared to the physical weight of the product. This is the standard method used by carriers such as Hunter Express, and will yield the most accurate shipping calculations. The final V-Weight is the greater of the physical weight and the cubic weight of the item.

Q: What is the Shipping Guarantee?
A: We understand that shipping fees are a significant factor in our customers' decision to purchase from us, and never seek to profit from them. You will only ever be charged the ACTUAL shipping cost for your consignment. We use a complex automated shipping calculator that assesses your order, and calculates which shipping methods are available to you, and at what price. Sometimes, with mixed orders, we're able to pack them in such a way that the final shipping cost is actually less than the calculated shipping cost that you have paid.
When our shipping companies invoice us, their charges are reconciled against our orders. For any savings of $5 or more, a credit will be added to your account for the difference in your shipping which can be used with future purchases from WF Plastic.

Q: Where is my order?
A: We will usually ship your order the same day, or the following day. Our system will send you an automated dispatch advice via email containing your tracking link, To see the whereabouts of your consignment, simply click on your tracking link to be taken to your personal tracking page.

Q: Why are there so many shipping options?
A: We have tried to give our customers as much choice as possible when it comes to carrier selection. We know that freight is an overhead and have tried to make sure that we can keep freight costs as low as possible for you. When one carrier is expensive for a particular area, another carrier is usually cheaper. We recommend that you select the cheapest shipping option to keep your total cost as low as possible. 

Q: Can I purchase pallets or mixed pallets of stock?
A: Yes. We're happy to ship palletised stock Australia wide. Once your order reaches approximate pallet sizing, you'll be offered an extra shipping option called Pallet Freight (to be quoted).  You can select this option and we'll get back to you with the best pallet freight price for your order.

Q: How much does it cost to have a pallet shipped to me?
A: When you purchase large quantities of stock, your stock will usually be palletised and shipped to you. We have a network of freight companies and forwarders who cover the whole of Australia.

When your order for pallet quantities of stock is placed, we'll find you the best shipping rates prior to finalising your order. At this point, your order will be updated with accurate freight costs. We'll ensure that you're kept informed of all shipping fees and delivery time frames for your order.

Q: How do I get a shipping quote for the items that I would like to purchase?
A: This is very easy. Simply add the items that you're interested in to your shopping cart, and then click My Shopping Cart at the top of the screen. There's a handy Shipping Calculator on the left side of the screen in your shopping cart.

Q: Can you ship my order to a private address?
A: Yes. Whilst it is better to have your order delivered to a business address if you are able to, we are able to ship to private addresses as well. However, your consignment will be marked with an Authority To Leave (ATL). Couriers may charge a redelivery fee should your premises be unattended at the time of delivery if your package is not marked with an ATL. Where possible, you should provide us with delivery instructions if your delivery is going to your home.

Q: Do you deliver to PO boxes?
A: Only Australia Post will deliver to PO boxes. Additionally, Australia Post won't accept deliveries to a PO Box from couriers.  Please make sure that you specify a street address for your delivery.

Payment

Q: Do the prices include GST?
A: As we are primarily a B2B (Business to Business) wholesaler, all prices on this site are shown excluding GST. When you look in your shopping cart or reach the checkout, the GST component of your transaction will be shown. You will always receive a tax invoice from WF Plastic Pty Ltd.

Q: Do you accept PayPal?
A: Yes, we're happy for our customers to use PayPal to pay us. It is a secure and convenient method of immediate payment. We offer a PayPal Pro Express Checkout for your convenience. There is no need to log in to our store when you use the PayPal Pro Express Checkout. Simply select PayPal as your payment method, and the rest happens automatically for you.

Q: Why was I transferred to PayPal's website for my PayPal payment?
A: If you selected PayPal for your payment method, it is quite normal for your transaction to pass across to PayPal's secure website to finalise payment in the last stage of the Checkout process.

Q: Can I pay my WF Plastic bills online?
A: Yes. It's very simple. Just follow the steps below:
 
  1. Login in to your account on our site
  2. Click on My Orders to jump to your order list
  3. Check which orders are outstanding, and pay them here. 

Q: Why can't I pay bills higher than $2000 with credit card or PayPal?
A: Whilst we offer Visa Card, Master Card, PayPal, BPay and EFT as valid payment methods for transactions valued at under $2000, the available methods for transactions above this amount is limited to BPay and EFT. Rather than passing credit card fees along to our customers, we have taken the position of offering payment methods that are free of bank fees for larger transactions.

Q: Do you charge a fee for credit card payments?
A: No. We don't pass on any fees for credit card payments. In fact, we welcome credit card payments from our customers as one of the most expedient and secure methods of payment.

Other

Q: I can't find the product that I'm looking for. Do you have any more stock?
A: Our actual inventory is in excess of 2,000 line items. We are adding inventory to this e-store on an ongoing basis. Please call us if you can't find the product that you're looking for in our e-store.

Q: I ordered a special order item. Why hasn't it shipped yet?
A: Special order items including tamper evident containers, black takeaway container, some freezer grade containers, some ex print items and a few other lines need to be ordered in prior to being shipping to you. We have placed details in the description of each item to let you know when it usually arrives at our dispatch warehouses. For example, tamper evident containers arrive each week on Tuesday for dispatch. Please refer to the product description for details, or contact us if you're unsure. The vast majority of our lines are in stock and ready to ship.

Q: I purchased an item that was in stock, and someone called me to say that it's out of stock. What happened?
A: WF Plastic trades as a bricks and mortar business in Warwick Farm, NSW. We also trade online Australia wide. In order to keep our stock levels aligned between our local inventory system and our web system, stock levels are refreshed from our master system into our online system on a weekly basis. During the week, it's possible that the online stock level for a particular item may become outdated. Of course, our weekly refresh will attend to this, but it's possible that you may inadvertedly order an item that has just gone out of stock as the result of a large offline (local) sale. It's unusual for this to happen.  However, if it does happen, we'll call you immediately to assist you to decide whether you would like to place the product on temporary backorder, substitute it with a similar product, or remove it from your order.

Q: Do I have to be a business to buy from WF Plastic?
A: Whilst we are primarily a B2B wholesaler, we also sell directly to the public.

Q: I placed my order, and wish to add another item to it. What should I do?
A: Just contact us to let us know and we'll give you a call to update and finalise your order. If your order has already shipped, we'll let you know so that you can place a fresh order.