Why can’t I add some items to my cart?
Because some items with unknown shipping costs require you to first seek a shipping quote from us, by making use of the “Request Shipping Quote” button for such products. Such orders would be handled by email/phone.
Items that do have a known shipping cost can be ordered by customers on the website without the intervention of staff.
The general rule of thumb is:
- If you plan to order small wares, you can order directly on our website. In these cases, the “Add to Cart” button will be available.
- If you plan to order large wares, please use the “Request Shipping Quote” button instead, on the relevant product page(s), to initiate the order process.
Do you offer pick up?
The answer is that it depends. Generally pick-up is reserved only for large wares in NSW, QLD and VIC. Our main and preferred method of fulfillment is by commercial courier to you. We ship Australia-wide.
As for smaller orders, under extenuating circumstances, we may at our discretion allow pick-up, but we are not likely to do this unless it is justified by a higher spend, due to the amount of disruption it causes to a warehouse not designed to receive the public. In addition, the current pandemic provides a further reason to avoid public collections.
Pick-up possibilities for larger wares will depend on your location relative to the location of the stock, which varies from product to product.
Rules of thumb:
| Category of wares | Can they be picked up? |
| Small goods | Cannot be collected. |
| Large goods | These are housed primarily in a NSW warehouse, and variably in VIC and QLD warehouses. These can be collected, at the discretion of the store, and only after express arrangements have been made with the store1. |
| All Soga-branded goods | Cannot be collected. |
- Pick-up, where possible, is conditional on you paying by direct bank transfer, and the payment clearing prior to you arriving to pick up. This is due to our obligations to payment processors to provide tracking proof of delivery. Therefore, you cannot use credit card or PayPal to pay when wanting to pick up the goods yourself.
Do you have a physical store front or showroom that I can visit?
No, we are an online store that ships out of warehouses in various locations around Australia (NSW, and to a lesser extent VIC and QLD).
What are the dispatch/delivery times?
Please see our page on Dispatch & Delivery Times.
What is your return/refund policy?
Please see our Return/Refund Policy.
Is your stock Australian-based? Where do you ship from?
Yes, all of our stock is Australian-based, ship out of Australia warehouses, and are sourced through authorised/official Australian distributors and vendors.
Are your products covered under warranty?
Yes, products come with local warranty, that varies between 12 and 24 months depending on the product. Depending on the timing and degree of of the fault – and the availability of stock – replacements or refunds can be offered as a remedy. Contact us for any warranty concerns.
Do you offer buy-now-pay-later payment methods?
Zip Pay is currently available, with no surcharge to you.
We also offer SilverChef financing, when includes flexible options for small businesses. To discuss rental and repayment plans, just contact us, and we’ll arrange a consultant for you.
Do you charge transaction fees and why?
| Payment method | Fee |
| Direct bank transfer | $0 |
| OSKO PayID | $0 |
| Credit cards | Approximately 2% |
| PayPal | Approximately 2.9-3.5% |
| Zip Pay | $0 |
| SilverChef | Not applicable |
At the end of the day, it’s a service that you are paying to use, and we do not profit from fees. These fees cover our costs of offering third-party payment solutions, as they are not free for us to use.
We have a user-pays philosophy which we find to be inherently fairer than an everyone-pays policy. If you don’t use certain third-party facilitated payment purposes, then there are no fees, and we don’t build them into our prices like other stores do, resulting in savings to you. Bank transfer and OSKO PayID are always free to use.
Is there a fee associated with using Debit Card and why?
Yes, there is, because the same third-party facility is used to process them as Credit Cards. This is generally true wherever you go, and is not specific to us.
How can I apply for SilverChef financing?
Simply contact us with a list of your required equipment and we’ll put a consultant in touch with you. The first step is generally to obtain a quote from us, and the second step is to consult SilverChef. You will not have to make a decision until after your consultation.
Tips on how to make the best of our services:
The wishlist feature allows you to create lists of products that you are interested in and then share those lists with others. This may be an effective tool to use for enquiry purposes as you can share the wishlist link with us for quoting and consultation purposes. We recommend registering a customer account so that all the your wishlists can be saved onto our server and accessed from anywhere when you log in to our website.
What are some warranty disclaimers I need to be aware of?
Gas appliances may require a certified professional to install. There are negative implications for warranty if a gas compliance certificate cannot be produced at the time of making a warranty claim.
Similarly refrigeration equipment are subject to warranty voidance if not transported in the upright position.
All goods, if not used for the intended purpose or if not installed correctly or by a qualified professional may lose their eligibility for the usual warranty provisions.
Notwithstanding this, our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value
You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
How do I retrieve my tax invoice?
If you do not already have an existing account with us, then go to the registration page and register using the same email address that you used to place your order with us previously. (Both the login and registration form appears on the same page, so make sure you are using the correct form.)
When you log into your new account, our system should be able to link up your previous guest orders with us (based on that email address) and you should be able to view them in the My Orders tab. There will be an option to download a tax invoice for each listed order.
If all else fails, you can contact us. However, it’s good to be self-sufficient and it’s worth having an account so you can revisit your order history any time you need to.
