Frequently Asked Questions
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FAQs - SHOPPING INFORMATION
Can only hotels and motels order?
Not at all. LePack Accommodation Supplies provides its products to all commercial accommodation providers which includes hotels, motels, Airbnbs, holiday rentals, resorts, serviced apartments, back-packers, guest houses caravan parks and more.
Our breakfast and snack pack products have great applications in hospitality as well as:
- Emergency food and meal support services
- Tour group operators as a ready-made meal and snack option
- Open Days and “O-Weeks” in universities
- Major sporting events and festivals as a food option for volunteers/participants
What is the shelf life of your Breakfast Pack, Snack Pack and Food & Beverage products?
Our breakfast pack, snack pack and food & beverage supplies are long-life products that will have a shelf life of 4-6 months. LePack Accommodation Supplies is HACCP accredited and is audited annually to ensure that our food products adhere to acceptable food safety standards.
Delivery charges for orders from the Online Shop?
LePack Accommodation Supplies uses third party logistics providers in the delivery of your items and prices are quoted at the time of checkout. In most cases, we offer freight services through DirectFreight or Star Track (Australia Post). In some cases we can also offer Border Express as a freight option for your goods. For bulky goods / large orders, we can provide a shipping price on application, please use Quote Request at the checkout.
How long will a delivery take?
If we have the items in stock in our warehouse, orders placed before 1pm (QLD) time can generally be despatched the same day. All orders placed after our freight cut-off will be processed on the next business day.
Our made to order breakfast packs and snack packs will require assembly and may take a 1-3 days to process prior to despatch. If a product is not in stock, we will place an order with our supplier which will either be dropshipped to you directly or will be sent to us for shipping to you, which may delay the shipping by a few days.
All orders that are despatched, receive a unique tracking number and you can check the status of your delivery online at any time.
Can I collect my order from your warehouse?
LePack Accommodation supplies is based on the Gold Coast and offers a click and collect service for accommodation properties based in the Gold Coast area. All other areas will be freighted through our delivery partners.
Do you deliver to my area?
We deliver nationally to all locations in Australia. Unfortunately, we do not ship outside of Australia.
I have some special requirements/instructions for my delivery?
Please provide the detail / special instructions in the Order Notes section of the checkout when placing your order.
Can I provide an authority to leave / safe drop if unavailable to accept delivery?
Yes you can, please advise in the Order Notes section of the checkout, however you do so at your own risk. Should you be unavailable to accept a delivery and an authority to leave is not provided, additional charges for re-delivery/delivery to an alternate location will apply.
Where can I view my sales receipts/invoices?
Tax invoices are emailed to you on completion of your order. You can also login to view your order history and download tax invoices in the My Account section of our website.
How can I return an order?
LePack Accommodation Supplies handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.
Should you wish to return your order, please notify us within 24 hours of purchase with a valid reason for return. If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened goods will be refunded in full.
I've received a faulty or damaged product?
FAQs - PAYMENT INFORMATION
What payment methods are accepted?
LePack Accommodation Supplies accepts Australian-issued Visa and Mastercard for payments through our online store. Unfortunately, due to instances of credit card fraud, we no longer accept overseas-issued credit cards.
We also accept direct bank transfers. When you select bank transfer, we will email you the BSB and Account Number to complete payment. Please email your proof of payment to [email protected].
Should you wish to pay by invoice, you can apply for a credit account with LePack Accommodation Supplies by completing our Customer Credit Application for a Trade Account form.
What are the details to pay by direct bank transfer?
Please email [email protected] for details on the BSB and Account Number for direct bank transfer payments.
Can I apply for a credit account?
If you wish to pay by invoice, you can apply for a credit account with LePack Accommodation Supplies by completing our Customer Credit Application for a Trade Account form. A minimum of two trade references will be required.
Standard payment terms for all invoices is 14 days from the invoice date. Extended payment terms will be assessed on a case by case basis.
I pay on invoice, why have my goods not been issued?
In the event of overdue invoices, LePack Accommodation Supplies reserves the right to withold despatch of orders until overdue invoices are paid.
In extreme cases, we may enforce a stop credit or cancellation of your credit account.
Where do I send a remittance advice?
Please email your remittance advice to [email protected].