General
Do you have a shop or retail store I can visit?
We are not a retail store and do not operate a physical showroom. Orders must be placed online or through our office. Office collections are available for select items.
How do I contact customer service?
You can reach us via phone, email, or live chat during business hours. Visit our Contact Us page for more details.
Where are you located?
We have warehouses in Sydney, Melbourne, Brisbane, and Perth. Our office is located in Thornleigh, NSW.
What are your office opening hours?
Our Thornleigh office is open Monday to Friday, 8:00am – 5:00pm (AEST). Please note that warehouse operating hours may differ.
Order & Collection
Can I return or exchange a product?
We accept returns for faulty or incorrectly picked items within 14 days. Change-of-mind returns are by agreement only. Please refer to our Returns Policy for details.
Do you offer product samples?
Yes – we can supply small samples for testing in some cases. Please reach out to discuss your requirements.
Is there a fee for urgent warehouse orders?
Yes – a surcharge may apply for urgent warehouse dispatch or same-day collection requests. Please contact us to check availability and applicable fees.
Can I collect my order from a warehouse?
Yes – warehouse collections are available with 24 hours’ notice after placing your order. A $12 handling fee applies to all warehouse collections under $300.
Can I collect my order from your office?
Yes – free collection is available from our Thornleigh office. Stock is limited to loose packets or single-carton orders. Please contact us to confirm availability.
Pricing & Accounts
Can I get a copy of my invoice?
Yes – invoices are automatically emailed after your order is confirmed. You can also request a copy from our accounts team.
What payment methods do you accept?
We accept EFT (Electronic Funds Transfer), Visa, Mastercard, PayPal, and bank transfer.
Do you offer credit terms or trade accounts?
Yes – eligible business customers can apply for a trade account with credit terms. Contact us to begin the application process.
Do you offer bulk or wholesale pricing?
Yes – we offer competitive bulk and volume pricing. Contact us directly for a custom quote or assistance.
Shipping & Delivery
What happens if I’m not home when my order arrives?
All orders are dispatched with Authority to Leave (ATL) by default. This means your parcel may be left at the delivery address without a signature. If ATL is not suitable for your location, please contact us before placing your order to arrange alternate delivery instructions. Pro-Ex is not responsible for lost, stolen, or damaged parcels … Read more
How do I track my order?
Once your order is shipped, you’ll receive a tracking link via email. You can also log in to your account to view your order status.
Do you ship internationally?
Currently, we ship within Australia only. For international enquiries, please contact us directly.
Do you offer Express Post?
Yes – express shipping options are available at checkout. Additional charges apply. Contact us for urgent delivery assistance.
How long does shipping take?
Most orders are dispatched within 1–2 business days. Metro areas: 1–3 days. Regional areas: 3–7 days.