FAQs

If your business doesn't have an OLG trade account yet, apply through the Customer Registration page (Register). Once approved you'll receive an email with your login details. If your business already has an account and you need a login for yourself or a colleague, your account administrator can add you under My Account › Contacts (Contacts) using Add Contact and enabling Website Access. If you're unsure which applies, use the support form (Contact Us) and select Need help using the portal.

Billing addresses are held against your trade account and can't be edited online. To change yours, use the support form (Contact Us, select General enquiry) or email [email protected]. Delivery addresses are different — you can update those yourself at any time under My Account › Addresses (Addresses).

Use the "Lost your password?" page (Lost Your Password), enter the email address linked to your account, and a reset link will be emailed to you. If you're already signed in, use Change Password on your Account details page (Account Details). If the email doesn't arrive, check your spam folder then contact us via the support form.

New trade accounts are usually confirmed within one to two business days. An application can stay pending a little longer while we verify your business details or wait on outstanding information. To follow up, use the support form (Contact Us) or call (02) 8188 2732.

Your open items are listed under My Account › Invoices (Invoices) with each invoice total, due date and status, and any credits appear under Credit notes (Credit Notes). For a full account statement, email [email protected].

All prices in the portal exclude GST. This is a trade portal, so you need an approved account to see pricing, and the prices shown are your account's agreed trade prices. GST is calculated and displayed in your cart and at checkout, alongside freight and your estimated total, and appears on your tax invoice.

Create a list named after the project or client — for example "Level 3 Fitout" or "Smith & Co Boardroom" — then add each product to it as you specify the job using Add to list on the product page. Keeping a list per project means you can build a specification over time, review it as a single schedule, and reuse or duplicate it for similar jobs. You can have as many lists as you need.

Use the same Lists tool and name the list something like "Favourites". Create it once at My Account › My Lists (My Lists), then whenever you're on a product page click Add to list and tick Favourites. It's the quickest way to keep your regular, repeat-order products together.

Lists let you save products to come back to, reorder or turn into a quote. There are two ways to start one. On any product page, click Add to list, then in the Save to list panel type a name under Create new list and click Create — the product is added to the new list straight away. Or go to My Account › My Lists (My Lists), enter a name under Create new list and click Create, then add products to it later. All your lists live under My Lists, and once a list exists it appears as a tick box in the Save to list panel so you can add products to it in one click.

For anything relating to payments, remittances or overdue invoices, email [email protected] or call (02) 8188 2732. Please quote your invoice number, which you'll find under My Account › Invoices (Invoices).

Go to My Account › Invoices (Invoices). Each row has a PDF link to download that invoice and Details to view the line items. Credit notes download the same way from My Account › Credit notes (Credit Notes). Statements aren't available in the portal — request one by emailing [email protected].

Submit a request through the support form (Contact Us), selecting Return a product or Warranty enquiry. Include your order or invoice number, the product SKU, quantity, the reason for the request, and photos where relevant. Once approved, the credit appears under My Account › Credit notes with a downloadable PDF.

Report it in writing within seven (7) days of the date of delivery via the support form (Contact Us), selecting Return a product. Include your order or invoice number, the product SKU, and clear photos of the item, the damage and the packaging — claims can't be assessed without them. Please keep the original packaging until the claim is resolved. Once assessed, we'll arrange replacement parts, a replacement product or a credit. Claims for non-delivery must be notified in writing within seven (7) days of the invoice date. These requirements are set out in clause 8 of our Terms of Trade.

Freight is based on your delivery postcode and the total volume of your order. For most metro and semi-metro areas a flat rate applies, so your freight cost is consistent and predictable regardless of order size. For regional deliveries, freight is calculated on the volume of goods being shipped, so you get the most accurate rate for your location. Your freight charge is shown in the cart and at checkout before you place the order.