Frequently asked questions

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Frequently Asked Questions

General

How can I find my local Sales rep?

Find your local sales rep here https://triotrading.com.au/faq/sales/

How do I view my account history?

To view account order history:

Click ‘Trio Ecommerce’
‘Sign In’ to your account
Click ‘My account’
Click ‘History’.
If you need help, please call our Head Office a call on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT.

How do I pay outstanding tax invoices?

To pay an invoice/s:

Click ‘Trio Ecommerce’
‘Sign In’ to your account
Click ‘My account’
Click ‘Account’
Click the invoices you wish to pay using the tick box
Click ‘Pay Selected Invoices’.

I've forgotten my Trio Ecommerce username/ password.

If you’ve forgotten your username or password, email marketing@triotrading.com.au and Devon will send you your login information. If you do know your username and password, log in to Trio Ecommerce by going to https://ecom.triotrading.com.au/#login or by selecting the green ‘Trio Ecommerce’ button at the top right-hand corner of this page.

New Customers – Creating an Account

What are the benefits of creating a wholesale account with Trio Trading?

When you create a wholesale account with Trio Trading, you’re guaranteed competitive prices, helpful service and a product catalogue unrivalled in its size. Enjoy best-selling, innovative products and a massive range of designs suited to your business and target market. The best part? When you create a wholesale account with Trio Trading, you’ll have peace of mind knowing you’re protected by our Platinum Service Guarantee. That means if there’s something you can’t sell, you can return it for credit.

How can I sign up?

To create an account:
Go to https://triotrading.com.au/become-a-customer/
Fill in and submit the online form
Once the application is approved your local representative will contact you to help you place your first order and discuss your needs.
After your first order, you can be signed up to Trio Ecommerce and can enjoy ordering online any time you like.

Shopping

How do I place an order?

To place an order:

Click ‘Trio Ecommerce’
‘Sign In’ to your account if you have one
Add the items that you want to buy to the basket
Once you’ve placed all of the items that you want to buy in your basket, head to the ‘Checkout’
You’ll then be able to finalise your order by entering your payment and delivery details.

What can I buy online?

Check out all of the items available for you to buy online when you become a member and sign in to Trio E-commerce.

I'm having trouble placing an order

If you’re having trouble placing an order online, please give our Head Office a call on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT.

How do I search for products online?

Products can be found using keywords in the ‘Search bar’ section, which is at the top of your screen.

Why aren't all of the items you sell to stores not available online?

Our online store only carries selected items. If you’re after something and can’t find it online, you can contact your local sales rep or give our Head Office a call on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT.

Can I still buy a 'sold out' item?

Sorry! But if an item is as ‘sold out’ online we’re unable to sell it to you. Please contact your local sales rep for further enquiries.

How do I make changes to items in 'My Shopping Basket'?

You can remove items or change quantities during the ‘checkout’ process. Or you can click on the basket icon on the top right of your screen at any time.

How do I get a copy of a tax invoice for my online order?

A tax invoice will be included with your order confirmation. You can view all your tax invoices by signing into Trio E-commerce and selecting My account.

I'm having trouble placing an online order. What can I do?

If you’re having trouble placing an order online, please call our Head Office on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT or contact your local sales rep.

Am I able to add or delete items from my order once I have completed the order?

Unfortunately, you’re unable to add items or amend your order however you can create a new order.

Delivery

Where is my order?

All products are distributed from Brisbane, Queensland. Estimated delivery time for your product(s) into metropolitan areas and capital cities is approximately 2-3 business days. Country areas and regional centres may require a further 3-4 business days. Where available a tracking number will be provided to allow you to track the delivery status of your order.

Please allow 10 business days (excluding weekends and publicly-recognized holidays) from your order confirmation and payment processing until delivery of your product. We make every effort to honour the estimated delivery time in regards to your receipt of your product(s). However, estimated delivery times may be subject to circumstances outside of our control. If your delivery window has passed and you have not received your product(s), please call our Head Office on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT or contact your local sales rep. for the latest status of your product(s).

I think something is missing from my delivery?

If you’re missing an item in your order contact your local sales rep or give our Head Office a call on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT.

Faulty & Damaged Products

Customer

You can return items that you have purchased to your local store for an exchange or refund, but you must present proof of purchase, ideally your tax invoice.

Trio Stockists/Retailer

If you receive faulty or damaged goods at your store please contact your local Trio sales rep and they will organise a credit for you when they next visit your store in accordance with our Credit Policy.