Frequently Asked Questions
Orders
How do I place an order?
You can place an order directly through the Splitboxes website by browsing products, adding them to your cart, and completing the secure checkout process.
Can I modify my order after placing it?
If you need to modify your order, please contact customer support as soon as possible. Changes may only be possible before the order has been processed or shipped.
Can I cancel my order?
Orders can be cancelled before they are dispatched. If the order has already shipped, it will need to be handled according to the return policy.
Will I receive an order confirmation?
Yes. After placing your order, you will receive an email confirmation containing your order details.
Can I reorder a previous order?
Yes. If you have an account, you can log in and view your order history to reorder previously purchased products.
Shipping & Delivery
Where does Splitboxes deliver?
We can deliver to any address Australia-wide through eParcel Australia Post. We don’t ship internationally.
Can I ship to multiple addresses?
Currently, each order can only be shipped to one address. Separate orders are required for multiple delivery locations.
Can I deliver to PO Boxes or parcel lockers?
Yes, orders can be delivered to PO Boxes or parcel lockers by Australia Post. Please note that this option does not apply to our own truck delivery.
How long does delivery take?
Delivery times vary depending on your location. Estimated delivery times are usually shown during checkout.
Will I receive a tracking number?
Yes. Once your order is shipped, you will receive an email with tracking information so you can follow the delivery progress.
What happens if I miss my delivery?
If no one is available to receive the parcel, the courier may leave instructions for redelivery or collection from a local post office or depot.
Can I change my delivery address after placing an order?
Address changes may be possible if the order has not yet been dispatched. Please contact customer support immediately.
Returns & Refunds
What is the return policy?
Eligible items can be returned within the specified return period if they are unused, unopened, and in their original packaging.
How do I request a return?
To request a return, contact customer support and provide your order number along with the reason for the return.
Do I need approval before returning a product?
Yes. Please wait for confirmation from the support team before sending items back.
Are there items that cannot be returned?
For hygiene and safety reasons, some products cannot be returned once opened unless they are faulty or damaged.
How long do refunds take?
Refunds are processed after returned items are inspected. Processing time depends on the payment method used.
What if my order arrives damaged?
If your order arrives damaged, contact customer support immediately and provide photos of the damaged product and packaging.
What if I receive the wrong item?
If you receive the wrong product, contact the support team and they will arrange a replacement or refund.
Payments & Billing
What payment methods are accepted?
Splitboxes accepts several secure payment methods, including credit cards, debit cards, and other payment options available at checkout.
Is my payment information secure?
Yes. Splitboxes uses secure encryption technology to protect all customer payment information.
Do prices include GST?
Yes. Prices displayed on the website include GST unless otherwise stated.
Can I get an invoice for my order?
Yes. A hard copy of your invoice is always included with your order. You can also obtain a tax invoice by email or by printing it online. To print an invoice, log in to your account on our website and navigate to the "Orders" section under the "My Account" menu. Locate the relevant order and click on its Order Number (Order #) to view the details, then click the "PRINT INVOICE" button to generate and print your tax invoice. Alternatively, you can request the invoice by emailing our support team with your order details.
Do you offer business accounts or credit terms?
Yes. The 14-Day Credit Account is available to Melbourne-based business customers who purchase regularly from Splitboxes. To apply, download the Credit Application Form and email it to sales@splitboxes.com.au
Products
What types of products does Splitboxes sell?
Splitboxes sells commercial cleaning products, washroom supplies and hygiene products including paper towels, toilet paper, facial tissues, hand soap & body care, air fresheners, bin liners, cleaning chemicals, sanitary bins, wipes, napkins, disposable cups, hair net, beard cover, gloves, dispensers and more.
Are your products suitable for commercial use?
Yes. Most products are designed for businesses, offices, healthcare facilities, hospitality venues, and other professional environments.
Can I buy products in bulk?
Yes. Many products are available in bulk packaging for businesses and facilities with high usage.
Do you sell environmentally friendly products?
Splitboxes offers environmentally responsible products where available.
How do I know which product is right for my business?
Product descriptions on the website provide information to help you choose the right product. You can also contact customer support for assistance.
Account & Support
Do I need an account to place an order?
No. You can place an order as a guest, but creating an account allows you to track orders and manage purchases more easily.
How do I create an account?
You can create an account during checkout or through the website’s account registration page.
How can I reset my password?
Click the “Forgot Password” link on the login page and follow the instructions to reset your password.
How do I contact customer support?
You can contact the Splitboxes support team through virtual support or by email.
What information should I include when contacting support?
Please include your order number, name, and a clear description of your issue so the team can assist you quickly.
How quickly will customer support respond?
Support requests are usually responded to as quickly as possible during business hours.