Frequently Asked Questions

If you are new to packaging, we want to make sure that stock or custom products from our website is fast and easy! We have included as much information up front about how we process, manufacture, and deliver our products to you so you can make informed decisions when ordering from our catalogue online. 

Order Processing

Do I require an account to checkout online? 

We are a business-to-business service, and we will need you to register for an online account with ABN validation before you checkout. 

What are your minimum order requirements? 

Our minimum order value requirement to checkout is $150 + GST. A variety of products also have minimum order quantities, please refer to the Product Specifications “Minimum Order Quantity” for details per product. 

What I want isn’t on your website, can you do it?  

We can assist in the development of innovative boxes and other packaging that can be designed uniquely for your products. Please feel free to Contact Us in order to obtain a quote. 

What are your payment facilities? 

We accept payment online through Secure Pay payment gateway for credit card transactions. 

Do you allow other payment methods or 30-day accounts?  

If you are looking to spend more than $5000 per annum, we can offer you a 30 Trading Day Credit Account. Please contact us to discuss your application with our Customer Service Team by e-mailing vbam.sales@services.visy.com.au

How do I know if my order has been received?  

You will receive an Order Confirmation via email when you submit your order. If you did not receive an Order Confirmation, please reach out to our Customer Service Team by e-mailing vbam.sales@services.visy.com.au

When will my order be despatched? 

Our standard lead times for order processing and despatch of in stock items is 4 working days. Our standard lead time for Click and Collect orders is 2 working days. Our standard lead times for manufacture of custom boxes is 10 - 15 working days. However, fluctuations in demand and capacity can result in our lead times varying month to month. Please ensure that any time critical orders, particularly during November and December, are placed early to ensure you beat the Christmas rush. 

What delivery regions do you service? 

We currently utilise a range of Australia-wide freight companies to deliver our goods. Shipping to selected metro regions determined by our freight providers is free. 

If your delivery address is not classified as metro, the shipping rate will be calculated at checkout. The rate is calculated by a range of factors, including the total product weight of items ordered along with your specified delivery suburb and postcode.

How are your products delivered? 

Depending on the volume of your order we may pack your order onto a pallet/s. Pallets of product come strapped and stretch wrapped, on one-way non-returnable cardboard or wooden pallets. 

If delivering to a residential address without a forklift on site to unload the truck, please ensure you are available to hand unload the boxes from the pallet and have made adequate room to store the product. 

What are the usual shipping times? 

Delivery times will vary based on your location so please allow sufficient time for delivery. Although we cannot guarantee timeframes on delivery, we’ve provided some general estimates below: 

• Metro NSW: 2-3 business days
• Metro VIC: 2-3 business days 
• Metro SA: 2-4 business days 
• Metro QLD: 2-4 business days 
• Metro WA: 3-4 business days

 
Can I collect my order? 

We offer a Click and Collect service if delivery is unavailable for your postcode. In checkout, select the Click and Collect option if enabled and the store you wish to arrange collection from. 
 
From receipt of your order, the goods will be ready within a 48-hour turnaround time. Customer Service will provide a notification as soon as the order is ready for collection, including pick up date and time slot. Please do not attend site for pick up if notification has not yet been provided.  

• Click and Collect hours are between 8am to 11am and 1pm to 3pm. 
• Warwick Farm Click and Collect hours are between 11am to 3pm. 
• Weekdays only to avoid congestion and overcrowding of our docks for OHS requirements.

Special requests for pick-ups outside of hours can be arranged with Customer Service, please ensure you ring ahead for confirmation.  
 
Please stay on walkways and all minors are to stay in the vehicle. Pick up bays will be marked out on site. Please ensure appropriate vehicle is utilised for secure loading of pallet/s. 

Claims and Returns Procedure 

Please refer to clause 18 our Standard Terms and Conditions for full details of our product claims procedure. The information below is a summary of the process only.   
 
If you believe that the Goods we deliver to you do not meet the specifications, then you will need to follow the claims procedure under clause 18 of the Standard Terms and Conditions, which includes notifying us by e-mailing vbam.sales@services.visy.com.au of the claim within 7 days of the date of delivery and providing us with information about the Goods and the right for us to inspect the Goods.  

 
If we agree that the Goods we delivered to you do not meet the specifications, then we will either (in our discretion) repair, replace, or offer a credit for the Goods, or pay for the cost of repairing the Goods, which do not meet the specifications.   
 
Nothing in our Standard Terms and Conditions is to be interpreted as having the effect of excluding, restricting or modifying any condition or warranty, or right or liability implied by any applicable legislation (including the Competition and Consumer Act 2010 (Cth)), if such exclusion, restriction or modification would be void or prohibited by the legislation.