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Frequently Asked Questions

Graham answers your frequently asked questions.

Yes, you can get detailed product information from QPS Importers. All you have to do is contact us with the product name and your question. All our contact details are available on our Contact Page. We love to hear from our customers.

If you’re a wholesale customer, you get access to another level of product information, including details such as minimum order quantities, volume pricing, additional options available, lead times, etc.

We’re working to automate the process, so that you get the product information quickly, In the meantime, please feel free to ask us for additional details.

When you shop online with us, as a wholesale customer or a registered customer, we do not see your credit card details at all. All cards are processed using ANZ eGate.

If you look closely, you will see that there is a lock symbol beside the URL when you are entering your credit card details. This means that the transaction is occurring in a secure section of our website.

As importers, we mainly sell to Australian retailers and businesses. This means that minimum order quantities apply when you order our products and you must have an ABN. If you are a retailer or business owner, you are welcome to register for our trade program.

We export a range of Australian products to China. If you are interested in buying quality Australian products from us, we look forward to hearing from you. Information about our export products is available here.

You will find some of our products sold in retail outlets and some of our products sold online only. It all depends on the product and where you live.

We understand that you may wish to see a product before you buy it. If that’s the case, you are welcome to contact us to find out if there is a local retailer in your area who stocks the product that you would like to see. Please be aware that we cannot guarantee that the item will be in stock at the time you visit the retailer.

If you want to arrange a local pickup from our Sydney warehouse, please contact QPS Importers to organise a mutually convenient time. Because of COVID-19 travel restrictions, we are unable to offer local pickups at this time.

For every product line that we sell, we obtain samples from our manufacturers. This is part of our quality control process. When these samples are no longer needed, we make them available for sale at our warehouse sales or online at “direct from the Importer” prices. We also sell ex-display items and end-of-line products to the general public. In most cases, minimum order quantities do not apply to these items. If you would like to be notified when we hold a warehouse sale, please contact us or subscribe to our blog.

Pickup appointment confirmation

You will receive a pickup appointment confirmation email from QPS once your goods are ready and your payment is cleared. Information about where to pickup your goods will be provided in this email.

What to bring with you to your pickup

You will need to present a copy of your pickup appointment confirmation email, printed or on your mobile, along with ID matching the authorised person’s details as listed in the confirmation email. Photo ID (driver’s licence, passport or photo id) will be required in order to receive your purchased goods.

Can someone else pick up my goods for me?

Yes they can. They will need a copy of your pickup appointment confirmation email, printed or on their mobile, along with their own photo ID.

What happens if I miss my pickup appointment?

Please call to schedule another pickup time or to make alternative delivery arrangements.

If you find a product to be faulty, please contact us as soon as you can with details of the problem you’re having. The more information you are able to provide us, the easier it will be for us to help you quickly. If we don’t know how to help you ourselves, we’ll ask our manufacturers to assist us.

Please do not attempt to return an item before speaking to us. You may be responsible for associated costs if you do.

If a product is found to be faulty, QPS Importers will repair or replace the product subject to the standard warranty period for the product. This is in addition to the rights available to you under Australian Law. If the product is unable to be replaced or repaired, QPS Importers will provide you with a credit amount or refund of the purchase price of the product, excluding the associated delivery cost.

It is your responsibility to check the product for damage on delivery within 7 days of receipt of the product. Failure to do so may result in denial of warranty for physical damage. If you find that your product is damaged upon delivery, please take a photo of the damage and send it to us straight away.

Grathan59 Pty Ltd, ACN 134 586 333, ABN 45 134 586 333, Registered Address 5 Fairweather Circuit, Lyneham ACT 2602.

Our online store is open 24 hours a day, 7 days a week.

You will be able to speak to someone on the phone during our regular business hours, which are Monday to Friday, 9 am to 5 pm AEST.

QPS Importers is a Canberra based business with a warehouse in Sydney, located in Ingleburn, NSW. If you want to arrange a local pickup from our Sydney warehouse, please call Graham to organise a mutually convenient time.

Go straight to the detailed delivery options information page or read this quick summary here.

We use a variety of delivery partners to deliver our products to our customers, including Australia Post and TNT. We are also happy to work with your delivery partner of choice.

Because our products vary so much in size and weight and our customers are located all over Australia, we prefer to quote for delivery on orders once we’ve received your request for a quote.

Any special delivery requirements for items offered for sale to non-wholesale customers will usually be described in the product description.

Your privacy is important to us. We will keep your information safe and treat it with respect, just as we do our own.

When you buy through our website, we do not store your credit card information. Credit cards are processed through a secure electronic gateway provided to us by the ANZ Bank.

Here is a link to the QPS Importers Privacy Policy. If you have any further questions or you are worried about the use of your personal information, please feel free to contact us.

Our postal address is PO Box 5097, Lyneham ACT 2602.

QPS Importers offers Great Quality at the Right Price with Outstanding Service. Your satisfaction is important to us. For that reason we offer a 7 day money back guarantee.

If you wish to return your product, please contact us via email at service@qpsimporters.com.au within 7 days of delivery to arrange your return. You are responsible for the cost of returning the goods to us.

Goods must be sent back to us within 14 days of the original delivery date in the condition in which they were sold. If you do not have evidence of delivery, we will assume it to be 3 days after the product was shipped.

Once goods are received and confirmed to be in original condition, you will receive your refund.

Please note: Associated delivery costs are non refundable. If the item is not returned in original packaging a re-packaging fee will be applied. QPS Importers does not accept COD returns.

We deliver Australia wide.

Detailed information about our delivery options is available here.

QPS Importers provides help and assistance with Australian and overseas product sourcing, supplier relationship management, and quality control. In addition to this, we provide consulting services. These services include our popular Do It Yourself Importing Assistance. We recently expanded this service to include Do It Yourself Exporting Assistance.

We offer a standard warranty period of 12 months for domestic use on all of our new products. We offer a standard warranty period of 3 months for domestic use on all of our ex-display items offered for sale. If you require an extended warranty period or you are purchasing the product for commercial use, please contact us prior to making your purchase.

Our standard warranty is in addition to the rights available to you under Australian Law.

Proof of purchase must be provided when requesting warranty service. Please do not attempt to return an item before speaking to us. You may be responsible for associated costs if you do. 

We reserve the right to repair or replace the product or part at our discretion. Repair or replacement of the product or part does not restart the warranty period. If we are unable to repair or replace the product, we will provide you with a credit amount or refund of the purchase price of the product, excluding the associated delivery cost.

We will not refund or replace a product where in our reasonable opinion the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way or failure to take reasonable care.

QPS Importers is a Canberra based business with a warehouse in Sydney, located in Ingleburn, NSW.

Call Kathy on +61 (0)2 6247 0249 or email her at kathy@qpsimporters.com.au

If you can’t find the answer to your question here, you’re welcome to contact Graham via email at graham@qpsimporters.com.au or via telephone on 02 6247 0249.

Get your questions answered

Contact Graham to make an appointment for warehouse pickup

COVID-19 restrictions apply to Sydney at present. As a result, appointments will not be available until restrictions ease.

Where are you located?

Our warehouse is located in Ingleburn NSW.

How will I know when and where to collect my goods?

You will receive a pickup appointment confirmation email from QPS once your goods are ready and your payment is cleared. Information about where to pickup your goods will be provided in this email.

What do you need to bring?

You will need to present a copy of your pickup appointment confirmation email, printed or on your mobile, along with ID matching the authorised person’s details as listed in the confirmation email. Photo ID (driver’s licence, passport or photo id) will be required in order to receive your purchased goods.

Can someone else pick up my goods for me?

Yes they can. They will need a copy of your pickup appointment confirmation email, printed or on their mobile, along with their own photo ID.

What happens if I miss my pickup appointment?

Please call to schedule another pickup time or to make alternative delivery arrangements.