FAQs

Your Account

How do I sign in?

Select the account icon and sign in using your email and password. New customers can create an account from the sign-in page.

What can I manage in my account?

Your account brings together your orders, quotations, wishlist, saved addresses and profile settings.

How do I manage my addresses?

Open Address Book in your account to add or update your billing and delivery addresses. Check that the correct address is selected before confirming an order.

Can I delete my account?

To request account deletion, email hello@ppecart.com from your registered email address. We may need to verify your identity before reviewing the request. Some order, payment, tax and compliance records may need to be retained.

How do I manage email notifications?

Manage communication preferences in your account settings, or use the unsubscribe link in a marketing email. Important order, payment and account-security messages are separate from marketing emails.

Order Management

How do I place an order?

Add your chosen items to the cart and proceed to checkout. Enter your contact and delivery details, select an available shipping option, review the total and follow the payment instructions to complete your order.

Where do I track my order?

Open the order in your account to view its status and any available shipment tracking. You can also use the tracking link sent with your dispatch update.

Can I change the shipping address after placing the order?

Contact us as soon as possible with your order number and the corrected address. Changes depend on the order's processing stage and the carrier's rules, and may not be possible after dispatch.

Can I cancel an order?

Contact us promptly with your order number. Cancellation depends on whether processing, sourcing or production has started. Customised and special-order items may have different conditions, as shown in your quotation or order terms.

Can I reorder a previous purchase?

Open a previous order in your account and use the reorder option where available. Check product availability, sizes, quantities and current prices before completing checkout.

Where is my invoice?

Once issued, your invoice is available with your order details and may also be sent by email. Contact us with your order number if you need help obtaining a copy or correcting billing details.

Can I buy without creating an account?

Yes. Guest checkout lets you enter your contact and delivery details without registering. Optional email verification does not sign you in. Your order email can provide a secure order-access link; private support requests require sign-in or account activation. You can also contact hello@ppecart.com without an account.

What if checkout is interrupted after my order is saved?

Your unpaid order may remain available for a payment retry. Check its payment status before trying again. If your bank shows a debit but the order is unpaid, contact us with the payment reference so we can investigate.

Quotations & Bulk Inquiries

How do I request a quote for a bulk order?

Use the product enquiry option or contact us with the product codes, quantities, delivery postcode and any branding requirements. We will review availability and prepare pricing for your request.

Where do I see my quotations?

Open Quotations in your account to review quotes linked to your account. Check the products, quantities, delivery details, validity and terms before proceeding.

How do I accept a quote?

Review the quotation and follow the acceptance or payment instructions provided. Contact us before accepting if you need changes to products, quantities or delivery details.

Do you offer volume discounts?

Volume pricing may be available depending on the products and quantities required. Request a quotation to confirm the applicable prices, minimum quantities and terms.

Can you print our logo or custom-brand the PPE?

Printing or embroidery may be available on suitable products. Share your artwork, quantities and preferred placement so we can confirm suitability, pricing and lead time before you order.

What is the lead time on a bulk order?

Lead times depend on stock availability, quantity, sourcing and any customisation. Your quotation will confirm the estimated timeframe for your order.

What can I do in Design Studio?

Sign in and open Design Studio to upload artwork, add logo or text layers to suitable garments, choose printing or embroidery, enter size quantities and save private designs. Review the minimum quantity shown before requesting a quote.

Does submitting a design start production?

No. A Studio preview is a placement guide, not an exact colour or production-scale proof. We review stock, decoration suitability, pricing and a production proof with you before approval. Sending the request does not charge you, reserve stock or start production.

B2B / Business Accounts

How do I switch my account to Business?

Choose Business when registering or update your business profile. Enter your business name, ABN and billing details, and check any lookup results before saving. Apply separately for trade pricing or credit.

Can my invoice include my business details?

Provide your company name, ABN and billing address before ordering. Issued invoices use the details supplied for the order and show applicable GST. Contact us if billing details need correction.

Can I issue a Purchase Order (PO) against my orders?

Eligible business checkout shows PO number and PO date fields. A PO is your purchasing reference and does not itself grant credit or replace payment. Include any additional PO instructions in your quote request or contact us.

Do you support multiple users for one business?

Contact us to discuss access for additional buyers. Account access must be arranged individually; do not share your password with other users.

Can I upload my company logo for branded products?

Yes. Sign in to Design Studio and use its private logo library for supported PNG, JPG or WebP artwork. Review the upload limits shown. For vector artwork or complex requirements, contact us to arrange preparation.

Do you offer credit terms for established businesses?

Business accounts can apply for 30-day credit through the Trade Credit page or Trade & Credit in their account. Each regional application is reviewed separately. Approved facilities have a confirmed limit and agreed payment terms.

How do I get trade pricing?

Register as a business and apply from the Trade Account page or Trade & Credit in your account. Once approved for your region, your trade price and available quantity tiers appear separately on eligible product pages. Business registration alone does not grant trade pricing.

Can I resell PPE CART products or use dropshipping?

Apply for a trade account as a reseller. Approved trade prices and eligible quantity tiers are separate from standard pricing. Dropshipping store connectors and API access are coming soon; registering interest does not enable a live service.

Tickets & Support

How do I open a support ticket?

Sign in and open Support in your account, then choose Create Ticket. For an order enquiry, open your order and choose Contact support under Support & returns. For general enquiries, you can also use the Contact page or email hello@ppecart.com.

How to create a support ticket

1. Sign in to your account and open Support.
2. Choose Create Ticket. Enter a clear subject and your order reference where relevant.
3. Describe the problem and attach relevant photos, PDF or video if available.
4. Choose Open ticket. Open the ticket later to read replies and continue the conversation.

Cannot access your account? Use the Contact page or email hello@ppecart.com with your order reference. Opening a request does not automatically approve a return or issue a refund.

What information should I include in a ticket?

Include your order number where applicable, a clear description and relevant photos. For damaged or incorrect items, photos of the product, packaging and delivery label help us investigate.

How quickly will I get a response?

Our team responds during business hours. Response and resolution times depend on the enquiry and whether we need information from a supplier or carrier. Please keep replies in the same conversation so we can follow the details.

Can I escalate a ticket?

Reply to your existing support conversation and explain what remains unresolved. Include your ticket or order reference and ask for the matter to be reviewed.

I do not have an order. Can I still send a question?

Yes. Use the Contact page or email hello@ppecart.com for product, bulk-order or general enquiries. You do not need an existing order to contact us.

Shipping & Delivery

Which courier delivers my order?

Available delivery services depend on your address and the items ordered. Choose from the options shown at checkout. Carrier and tracking details are provided when available for your shipment.

What are typical delivery times?

For all standard available products, including DNC, MSA and other brands, estimated handling is 1–2 business days from confirmed payment and complete delivery details. This includes inbound supplier delivery to our Australian dispatch address, inspection, packing and courier handover. Add the courier's transit estimate for your address. Bulk, custom and special-order lead times are confirmed separately.

Do you ship internationally?

Delivery availability is checked against your selected region and address. For destinations not supported at checkout, contact us to discuss whether a quotation can be arranged.

What is the shipping cost?

Standard Australian website delivery is free when eligible merchandise totals A$200 or more after discounts, excluding freight. Below that amount, checkout shows the delivery charge. Express and agreed quotation-based freight are separate.

Can I visit the dispatch premises or collect my order?

No. PPE CART Australia accepts online orders for delivery and does not operate a customer-facing retail shop. No walk-ins or customer collection are available. Arrange returns through our Support Portal or support team; we provide return instructions and the appropriate return address privately after assessment.

Can you personally deliver to local business customers?

Personal delivery and business visits around Wentworthville are available by prior arrangement, normally within 15 km. Orders above A$500 may extend to 20 km, and orders above A$1,000 to 30 km. Contact us to confirm your address and arrangement. This is not an automatic checkout option, a same-day promise or an additional free-delivery offer. Australia-wide courier delivery remains separate.

Returns & Replacements

Can I return an item if I change my mind?

Eligible unused, unbranded standard workwear can be returned within 30 days of delivery under our Returns, Refunds & Replacements policy. Tags and packaging must be intact; you pay return postage and we charge no restocking fee. Custom products and excluded safety or hygiene-sensitive equipment are not covered by this optional offer.

What if my item arrives damaged or defective?

Stop using equipment that may be unsafe and contact PPE CART with your order reference. Report visible delivery damage promptly, ideally within seven days, but that is not a deadline for Australian Consumer Law rights. For a major failure you can choose a refund or replacement; minor failures follow the applicable remedy process.

How to request a return or replacement

1. Open your order from your account or secure order link.
2. Under Support & returns, choose Request return / replacement.
3. List the product codes, quantities and reason. Attach relevant evidence if available.
4. Choose Submit request and wait for our assessment and return instructions.

Cannot access your account? Use the Contact page or email hello@ppecart.com with your order reference. Opening a request does not automatically approve a return or issue a refund.

I received the wrong product. What now?

Contact us with your order number and photos of the item received, its label and the packaging. We will check the order and arrange the appropriate resolution.

Are bulk and custom-branded orders covered?

Applicable Australian Consumer Law rights continue to apply. Custom-branded and disclosed special-order goods are excluded from optional change-of-mind returns. Eligible standard workwear is not excluded merely because it was bought in bulk or on sale.

Does a return request automatically issue a refund?

No. Our team reviews the request and confirms the next step, such as inspection, return instructions, refund or replacement. Requesting a return does not automatically book a courier or transfer money.

Payment & Billing

What payment methods do you accept?

The payment options available for your order are shown at checkout. For quotation-based orders, follow the payment instructions and terms supplied with your quote or invoice.

Is the payment secure?

Payment details are handled through our payment provider's secure checkout. PPE CART does not store your full card number or card security code.

My payment failed but the amount was deducted. What now?

Check your order and payment status before trying again. Contact us with the transaction reference if the amount was deducted but the order is not confirmed. Any reversal timeframe depends on your bank and payment provider.

Can I pay against a Purchase Order (PO) instead?

A purchase order records your purchasing instructions but is not a payment method. Payment is required under the terms confirmed for your order unless a separate credit arrangement has been approved.

Products & Certification

Is your PPE certified?

Check each product's listed standards, certifications and documents for its intended use. Contact us if you need further information before selecting equipment for your workplace.

How do I choose the right size?

Use the product's size chart or measurements where provided, as sizing can differ between brands and styles. Contact us with the product code if you need help before ordering.

Can I order a sample before a bulk order?

Contact us to check sample availability, pricing and delivery. Any credit towards a later bulk order must be confirmed in your quotation.

Why do some products show 'Check Availability' instead of 'Add to Cart'?

The product may be out of stock or may not have a current price for your selected region. Use 'Check Availability' to send an enquiry with the quantity and delivery details you need.

Do compare tools and wishlists reserve stock?

No. Compare and wishlist features help you plan purchases. Current sizes, colours, availability and prices must be checked before checkout. A saved design also does not reserve stock.