Back to Home

FAQs

Sales
  • Does Emro sell direct to the public?

    Unfortunately no, as a wholesaler we do not sell directly to consumers and end users. Stockists in your area are found by checking  the list on the stockist tab of our website or by emailing our sales team at sales@emro.com.au

  • Can I change my order?

    Once we receive your order we get to work on it right away. This means that changes are not always possible. With this in mind, we still do understand that sometimes you want to ask us to try, so you may contact our sales team via sales@emro.com.au to make a request for a change. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a change request, a new order will need to be placed.

  • I have a custom order, am I able to obtain a quote?

    Absolutely, our manufacturing facility on the Sunshine Coast, Queensland can custom make a range of products including but not limited to; grab rails, shower rails and stair rail brackets. Send all of the details through to sales@emro.com.au and we will get back to you with a quote.

  • Where can I find product drawings and specifications?

    All product drawings and specifications are available on the products page at www.emro.com.au

  • What is the difference between trade and retail packaging?

    Our trade packaging consists of a poly pack or cardboard carton. Retail packaging comes with a header card in order for stores to hang product.

  • Do you offer discounts on large quantity orders?

    We cater for quantity orders in our price list.  We may be able to offer special discounts for extra large volume orders. Please contact sales@emro.com.au with any questions.

  • How long does my quote last?

    Emro attempts to provide the best price at all times to customers. Whilst our book price will generally hold for a longer period of time,  customer discounts from the book price will typically only be in place for 30-90 days, and will vary depending on a number of complex factors including supply inputs and the volumes ordered by any customer on any part at any time.

    Quotations are given at our discretion and have a set expiry date. Once the date has surpassed, pricing will revert to the standard list price.

  • What is your minimum free into store value?

    For deliveries where the invoiced value is greater than $500 ex GST, freight will be free, excluding remote Queensland, remote Western Australia, Tasmania and the Northern Territory.

    For orders under $500 ex GST, there will be a freight surcharge which will vary from area to area.

    • Queensland Cities (and areas in a radius less than <100km) – $25 ex GST
    • New South Wales – $30 ex GST
    • Victoria – $30 ex GST
    • South Australia – $50 ex GST
    • Western Australia (Perth and areas in a radius less than <100km) – $50 ex GST

    Freight costs will be quoted per order in line with our carrier costs for remote Queensland, remote Western Australia, Tasmania and the Northern Territory.

Shipping
  • Can I pick up my order?

    Absolutely, please ensure you provide a minimum of 2 hours between sending your purchase order and coming to collect. This gives our staff time to process and pack the order and advise of any out of stocks before you make the trip.

  • Can I cancel my order?

    Once we receive your order we get to work on it right away. This means that cancellations are not always possible. With this in mind, we still do understand that sometimes you want to ask us to try, so you may contact our sales team via sales@emro.com.au to make a request for a cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation request, a new order will need to be placed.

  • What is the status of my order?

    Please allow 1-3 business days for your order to be processed and dispatched. If you’ve not heard anything after 3 business days, you can find out the status of your order by emailing sales@emro.com.au with your purchase order number. From there one of our sales staff will get back to you with a status.

Accounts
  • My shipped product arrived damaged; how can I get it replaced?

    Please keep the product as you may be asked to return it and contact accounts@emro.com.au

  • When do I get my credit once I have returned an item?

    Once we have received and inspected the item we are usually able to apply the credit within 1-3 business days. Keep in mind that due to shipping, inspection and bank processing times it sometimes can take a little longer.

  • What do I do if my product has a problem during the warranty period?

    If you experience a problem with any product you purchased from Emro that offers a manufacturer warranty, please contact accounts@emro.com.au

    View our full Warranty Policy

  • Returning of goods

    No returns will be accepted without a return authority number from this company.

    Invoice number and date is required on all claims. If an invoice number cannot be quoted, goods will be credited at the seller’s current lowest catalogue price, less 20 per cent to cover any possible price increase since date of purchase. Goods will not be accepted back by this Company unless we have received prior notification and an authority number can be quoted. The Buyer is responsible for freight chargers on goods being returned.

    Valid claims for incorrect goods sent will be credited in full provided we are notified within 14 days of receipt of goods. Claims over 14 days cannot be recognised.

    Goods made to order or specifically manufactured for the Buyer are non-return items and will not be accepted.

    Return of “resalable goods” not required/ordered in error after 14 days from date of invoice will be at this Company’s discretion and subject to a 20% Restocking Fee.

    View our full Returning of Goods Policy