Frequently asked questions
1. DO YOUR PRICES INCLUDE GST?
All listed prices do not include GST. GST will be added to the invoice when order is confirmed or dispatched.
2. DO YOU SUPPLY TO PUBLIC?
Arton does not deal directly with public. We supply registered retailers only.
3. CAN I VISIT YOUR SHOWROOM?
You are more than welcome to visit our showroom factory 1, 85 Harrick Rd, Keilor Park, 3042, Victoria. The opening hours for the showroom is 9am to 5:30pm Monday to Friday (excluding public holidays).
4. HOW ARE YOUR CUSTOMERS SERVICED?
Customers can catch up with what’s happening in Arton at the regional and national fairs in Sydney, Melbourne and Brisbane through the year.
Our local sales agents also keep contact with customers with information on the new releases as well as understanding customers’ requirements to their retail operation.
In case of areas not covered by the local sales agents, customers can be serviced by our head office sales team who makes regular contact in various forms.
5. WHAT IS THE MINIMUM ORDER?
There is minimum dollar amount ($350 excl. GST) required for each opening order placed. The minimum ordering quantity is 2 pcs per item unless specified otherwise.
6. HOW TO PLACE AN ORDER?
Organise an appointment with our local sales agents so they can visit your store, understand your requirements. At the same time, they are able to provide best professional service in organising the best product ranges that will achieve the most productive outcome for you.
You can also order directly online, call office or send us email or fax if you are comfortable with your selection or you are out of service areas.
You may also visit our showroom at factory 1, 85 Harrick Rd, Keilor Park, Vic 3042 if you are in Melbourne or see us at the Gift Fair during the fair period.
7. HOW LONG DOES IT TAKE TO PROCESS AN ORDER?
Order processing time varies throughout the year. It normally takes 2-3 working days to despatch your order in quiet season and up to 10 working days in peak season.
It might take longer when products ordered are temporary out of stock.
We endeavour to keep the order processing time to a minimum.
8. HOW LONG DOES TRANSPORT COMPANY TAKE TO DELIVER AN ORDER?
The transit time for the order to be delivered by transport company is 1-3 working days for VIC, NSW, ACT and SA, 3-5 working days for QLD and 5-9 working days for WA, NT and TAS. However, this is only an approximate estimates as it might vary between off and peak seasons.
Delivery time by transport company is between 9am and 5pm Monday to Friday except public holidays.
9. HOW MUCH DO YOU CHARGE FOR FREIGHT COSTS?
The freight charge varies depending on the volume, weight of the order and the destination.
The minimum freight charge is $18.20 plus GST. In case of payments have been made to the proforma orders, there is no freight charges to the back orders related to the original ones.
You can also request using your own transport company.
10. ARE ALL THE PRODUCTS DISPLAYED ON THE WEBSITE IN STOCK?
Not all products displayed on our website are in stock. Items temporary out of stock are indicated on the website.
If your order includes items that are not in stock, these items will be put on back order for you. You will be notified on approximate stock available dates. Please remember that these dates should be used as estimates only as they might be subject to change by circumstances beyond our control.
11. HOW DO I PAY FOR MY ORDER?
Payments can be made by credit card, direct deposit or cheque.
12. IF PAY BY CREDIT CARD, WHEN THE PAYMENT IS DEDUCTED FROM MY CREDIT CARD?
In case of credit card payment made when order is placed, the payment is processed only when order is dispatched
13. DO YOU KEEP MY CREDIT CARD DETAILS?
For security reasons we do not keep customer’s credit card details.
14. DO YOU CHARGE A FEE FOR CREDIT CARD PAYMENT?
We do not charge a fee for credit card payments.
15. WHEN AM I ELIGIBLE TO GO ON ACCOUNT?
A credit account can be set up upon successful application after taking your opening order.
A Credit Application Form must be completed and signed as part of application process.
16. WHAT ARE YOUR TRADING TERMS
Our trading terms are 30 days from the date of invoice. We allow a 3% discount for early settlement within 7 days from the date of Invoice. No orders will be supplied to overdue accounts until such time as the account is brought up to date.
17. WHAT DO WE DO ABOUT FAULTY OR DAMAGED ITEMS?
Upon the arrival of your order, all stock must be checked and Arton Giftware must be notified of the damaged items in writing within 7 days of receipt of your order. The information required is item code, invoice number, number of items reported along with clear photos of faulty item. Your preference on replacement or credit note is also required. In case of further verification required, Arton Giftware will notify you for the collection of faulty items. A claim made after 7 days of receipt of your order may be refused.
Arton Giftware accepts no responsibility for goods damaged during the transportation when they were further shipped on by you to your customers.
18. HOW DO I USE A COUPON CODE?
We have a coupon code box situated at the "Checkout" where codes can be entered. Please note that the codes are case and space sensitive. After the code is entered, please make sure the "ADD TO ORDER" button on the side is clicked, otherwise the discount won't be applied.
Coupon codes cannot be used in conjunction with any other offer.