FAQ’s

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General

How can I find my local Sales rep?

Please contact our Head Office on 1800 337 588.

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 forgot my password.

If you’ve forgotten your password, click on the ‘Sign In’ page and then ‘Lost Your Password?’. You’ll then be able to enter your email address and we’ll send you a link to create a new one. If you need help, please call Head Office a call on 1800 337 588 Monday to Friday between 8.30am and 5.00pm AEDT.

Membership

What are the benefits of signing up with Trio Brothers Trading?

We will have your details saved so you don’t have to fill it out every order and you’ll have 24hour access to your purchase history. You will also have the convenience of online shopping 24hours a day.

How can I sign up?

To create an account:
Click ‘Register’
Fill in the form
Once application is approved login details will be emailed to your selected email address.

What is Trio Rewards?

Trio Rewards is an exclusive loyalty program of Trio Brothers Trading, providing members with many easy ways to earn Trio Points at your business. Reap the rewards of trading with Trio all year round and enjoy fantastic everyday rewards sooner.

Trio rewards delivers all the rewards you can expect from a world-class loyalty program, plus a range of unique benefits we know are important to you, such as cash prizes and product discounts. Joining Trio Rewards is free and becoming a member is easy. Join Now.

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.