Frequently Asked Questions
ORDERING return to top of page
Before placing an order you'll need to create an account with us. You will need to provide some basic details about yourself so that we can accurately deliver your goods. Then every time you shop with us, after your first purchase, you can select the Sign In option to be taken straight to your account, where all necessary details will be remembered.
Once you are signed into your account you can then start ordering items. Selecting the items you'd like to purchase is as easy as clicking Add to Cart every time you find an item you'd like. Don't forget to select how many of each item you're after.
You can shop within our store by browsing through Categories or looking at the products by Brand. If you know the actual item that you're after you can even enter it into the search box and go directly to that item.
When you're ready to finalise your purchase you will need to go to View Cart, where you can confirm that you have all the products you need. If happy to proceed, simply select Go To Checkout, where you will be asked to confirm the delivery address, select the best available method of shipping and then pay for your goods.
Yes, there is a minimum order value of $30. There are also some items that are packaged in fixed quantities and cannot be purchased separately. This is usually because the manufacturers supply the products packaged this way and they travel better in their original packaging. An example might be cutlery which is supplied as a dozen in a pack (the industry norm) or glassware in cartons of 6 or 12. Any items that cannot be purchased individually will have this clearly stated in the item description.
Products that are marked as "available for pre-order only" are generally kept in low quantities and may need to be made or may be on back order at the time of placing your order. Please allow up to 2 weeks for these products to ship, although usually these items will ship sooner.
If you're interested in some of the larger equipment items in our store, feel free to contact us to discuss your needs. In most circumstances we're able to organise a demonstration of equipment in our demo kitchen at Sippy Downs. Sometimes we may need a few days to get the item into our warehouse and get it hooked up, so it's best to call us first!
If you require a written quote, you can contact us, providing as much information as possible. It may be necessary to contact you to gain further information, so please include your best contact number as well.
While you're shopping you can always view your cart and make any adjustments as necessary, such as changing quantities or removing items. Once you have paid for your order through checkout it is sent for processing and dispatch by The Hospitality Market staff. If you contact us before the goods have shipped, you may be able to change or cancel your order. If however, you contact us after the goods have shipped we are unable to cancel or refund your order. If you have any queries about refunds please see our returns policy.
You can check the status of your order online at anytime, simply Sign In to your account. You can then select View Order Status from the shopping cart options along the top of your screen. Or if you're in My Account you will find a list of options for managing your account and reviewing orders.
We only ship within Australia and will therefore require an Australian address for delivery.
PAYMENTS return to top of page
We accept visa, mastercard and paypal or direct deposit for online purchases. If you are purchasing equipment items and would like to rent the items or require finance, we can organise for quick rental agreements or independant finance through a number of specialist financiers or industry experienced brokers. We are also able to assist with financing larger projects.
In most circumstances we don't offer credit accounts. The cost of managing these accounts adds a burden to overheads, which every company just passes back to the customer in one way or another. I was once told that there are 3 things that are important to customers: Quality, Good Prices and Service. I was then told that in this industry you could only ever get 2, take your pick. That's not true. By not offering trade accounts we are able to offer the best products at the lowest prices with a level of service not currently found in the industry.
You credit card is authorised during checkout. If the credit card is declined you will be unable to proceed through checkout and your order will remain unprocessed.
Your privacy is important to us, which is why our website is secured by a GeoTrust SSL certificate, offering up to 256bit encryption, the highest level of encryption and security possible. If you'd like to check the validity of our site's certificate you can check the SSL certificate at the bottom of our webpages at anytime. Payments processed through our website use third party processing, which means that our staff never see your credit card details, ensuring privacy and security of your sensitive data.
SHIPPING return to top of page
For most orders shipping is calculated during checkout, when you'll be asked to provide your postal address and confirm your total order. At this point you'll be shown all available options for shipping your parcel. Depending on the contents of your order and your delivery location, you may be given multiple options. You will see that the different carriers calculate their charges differently. We have provided this choice to ensure that you get the best possible shipping price each time. If you have a query about any of the freight charges, please contact us and we'll confirm a fixed quote on the shipment.
You will see in the checkout that we provide a choice of methods for delivery. Some of these services are unable to deliver to PO Boxes and all shipments require signature on delivery, so we require a physical address.
Most orders ship within 1-3days. Depending on when you place your order and where you are, it can take anywhere up to 5 days to receive your goods, or you may just receive it the very next day. However, while we endeavour to work with you to meet your time frames, we cannot be responsible for external factors that may impact our ability to get a parcel to you as estimated. If your purchase is dependant on receiving your item by a particular day please contact us to discuss.
You will receive this message if the system doesn't recognise your postcode. This can be the result of a data entry error or if your location is outside the standard delivery areas. If this occurs and you believe your postal address should be inside standard delivery areas, please call us on 07 5657 9970. If you understand that your area is outside standard shipping areas, please contact us by email with your postal details so we can calculate a shipping quote for you.
For orders placed through our website, we can only ship within Australia. By specific arrangement we can also ship to select International locations, subject to product licensing and shipping limitations. Unfortunately there are certain items that we cannot supply outside of Australia and certain locations we cannot ship to. If you require shipping outside of Australia, please contact us with the items you require and your location and we will advise if we are able to assist.
GENERAL return to top of page
Our QLD warehouse is located on the Sunshine Coast in Sippy Downs. This facility boasts a showroom and demonstration kitchen. It's also home to Aussie Pizza Supplies, specialists in pizza equipment. For those outside of QLD our online store is the only place to inspect our items. As a national business we dispatch consignments daily and we have a network of technicians across Australia that support national installations of larger equipment. Our staff are always here to help and are only an email or phone call away if you need further information on our products.
No. We don't have memberships, fees or contracts. The Hospitality Market is an Australian owned family business designed to make procurement easier for food business operators, not harder. As a part of the Sous-chef Pty Ltd group our buying power means that we can offer you the very best prices available in the market today. Our staff are industry experienced to ensure that we source the products that you'll actually benefit from and that our business operates in a way that works well with your needs. The Hospitality Market is here for the long haul, just like you.