Welcome to our wholesale frequently asked questions page. We hope this helps answer any questions you might have but if not, just drop us a message at firstname.lastname@example.org and one of our friendly team will get back to you as soon as they can.
What happens after I submit my application?
We do a number of checks to establish the validity of your business and that all goods purchased on the account will be used in a commercial environment. We aim to approve your account in 3 working days and you will receive an email to the address on the application with our approval decision. Until your application is approved you will only be able to view our retail store.
What sort of checks do you do on account applications?
Business location to asses the proximity to any current established customers. We do not deliver to residential addresses.
We look at your website (if you have one!) to view the product content, style and layout of the site to check that our products fit with your existing product offering.
We check your premises and location via Google Street View.
We reserve the right to ask for references and run credit checks.
What is your opening order value? Do you have a minimum spend?
There is an opening account order value of $400 & a re-order minimum value of $300 + vat which is required. If you do not place an order in a 12 month period we reserve the right to close the account.
What is your delivery process?
We offer delivery throughout Europe with AUS Post. We aim to get your order processed and despatched within one business day. We will only deliver to commercial premises & we do not offer carriage paid unless previously agreed. We can ship internationally and alternative fees will apply. For a quote please email email@example.com.
How much does delivery cost?
We offer free delivery across Australia for all orders over $600 .
Standard - 3-6 business days - 5% of order value
Express - 2-3 business days - 15% of order value
Can I collect my orders?
Yes, you can arrange to collect your order from our Warehouse. We just need 48 hours notice so that the order can be picked and ready for you when you arrive. The minimum order value is required for warehouse collections along with contact details of the company or individual collecting.
Do you offer credit terms?
All our accounts are automatically on a pro forma basis and your order will not be released for delivery from our warehouse until payment has cleared. Credit terms are available after 3 orders upon application. Under special circumstances credit terms may be approved from the first order. Please see our wholesale terms and conditions for information on late payment fees and interest on invoices.
What do you need from me?
If we still require further clarification once we have done all of the above checks, we may ask you to provide copies of your current purchase invoices or references.
Why do you need to do all these application checks?
We uphold the principles of a responsible supplier which means we must take every reasonable step to maintain the supply chain and ensure we do not impinge on the business of our retailers.
Can I sell your products online?
You can add our products to your website (see wholesale terms and conditions for restrictions) that is operated in conjunction with your business but we do not allow the sale or promotion of our products on Ebay, Amazon or any other multi-retailer network unless previously agreed. We supply photography and marketing assets for you to use on your website through our wholesale resources page available when your account is approved. Please look at our Wholesale Terms of Sale for more information on this and implications for breach of the terms.
Do you supply Internet only companies?
We have a limited selection of specialist Internet only companies who work very closely with us to positively promote and sell Dock & Bay products. We do welcome applications from Web only companies but we apply quite a detailed and exacting selection criterion to ensure the presentation, product offering and marketing of the site compliments rather than detracts or diminish our existing sector offering. If you sell Dock & Bay online, you are forbidden from bidding on our own brand words "Dock & Bay".
Can I return faulty items?
Yes, if you have goods that are damaged you must let us know via email with photos to firstname.lastname@example.org within 7 days of receiving your order. Please keep all goods in the original packaging as these will be uplifted and returned to our warehouse. The items will be QC inspected once they arrive back at our warehouse and a credit will be issued to your account once the details of the damage have been verified. However, we do not take responsibility for any goods transported via third party carriers.
Do you offer postcode protection?
As a general rule we do not offer postcode protection, but we do our best to protect and support our current stockists. However, there are a few rare instances in which we have made an exception in the case of very small towns and even islands!
How do I pay for my order?
Payment can be made online through a fully encrypted and secure payment processing platform (Stripe) or via a PayPal payment request link. We also accept bank transfers and will send you an invoice if selected at checkout. Please note we do not accept payment by cheque unless previously agreed. We ask that no card details are given over the phone or sent on email.
Do your products come with barcodes? Do you have a line sheet?
Yes. All our products come with EAN barcodes and we can provide a line sheet with all product information and dimensions for easy reference when you place an order.
Can I use my own shipping account?
We do not ship on your own account but you are welcome to arrange for your own courier to collect from our warehouse. We are able to provide all information such as dimensions and weights of the final packed order.
Do you offer sale or return?
Unfortunately we do not offer sale or return but we are confident you and your customers will love our products as much as we do. We are always happy to chat through your order to help with product selection.
We require specific pre ticketing and/or shipping requirements, can you do this?
Yes. Please email any instructions to email@example.com and we can make sure we can meet your requirements before placing an order.
Do you offer drop shipping?
We are happy to look into this on a request basis if your business expects to process over 500 Dock & Bay orders per annum. Please email firstname.lastname@example.org with information about your business.
Do you provide Point of Sale (POS) support, imagery, etc?
Yes. We have a great wholesale resources page where we offer POS support along with an image bank full of studio and lifestyle photography. We also have in-store POS displays available for purchase. Please email email@example.com for more information.
What's so great about your products?
Where do we start? Click here for more information on our greatness.
Did I see you Shark Tank? (Ok the UK version called Dragons' Den)
Well we don’t like to brag, but yes, that was us! Dragons' Den is the UK version of Shark Tank and we ended up with one of the Dragons (Deborah Meaden) as an investor. Check out the link to see more!
Do you offer customisation?
Yes we do. We offer customisation from 200 units and white label for over 1000 units. Please send your requirements to firstname.lastname@example.org to discuss your project.
Still have questions? Please email email@example.com