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Frequently Asked Questions


General Shopping

Do you have a Koch & Co store?

Yes, we have a brick and mortar in Sydney that you’re more than welcome to drop by.

80 Adderley St West, Auburn NSW 2144

Trading hours

Do you have a minimum order?

We have a minimum order of $25 exclusive of GST for all online and call-in purchases.

Do I need an account to shop at Koch & Co?

No you don't! If you want to order online or to purchase from Koch & Co at our everyday low wholesale prices, you can do so straight away. If you wish to create an account with us you can register here. Once created, you'll be able to use your account in our cash & carry store, over the phone and online.

If you are opening an ABN account, you will need to provide your current ABN number to be able to purchase.

If you do not have an ABN you can shop online immediately.

Can I buy online if I am not a trade customer and do not have an ABN?

Yes, customers without an ABN (Retail) can start shopping right away. Place items in your cart and follow the steps to check out.

Can I shop online if I am a student or teacher?

At Koch & Co, registered students and teachers gain access to special educational benefits such as access to trade pricing. To create an education account, register online under the student/teacher form. Please note that this account is for online purposes only. Click here to register for a student/teacher account.

How can I close my account?

Please email us via our contact form. Alternatively, you can call (1300) 555-624 to close your account.

Why is my account still pending?

Account pending may occur for several reasons. If you are registering for the first time, an account with Koch & Co can take 24-48 hours for your account to be approved.

If you have an existing account and have not traded for 2 years, the registered account may have become inactive. Contact us on (02) 9741-4999 or (1300) 555-624, and we will reactivate the account for you.

What does it mean when my account is showing "blocked" online?

If your account is showing as "blocked", your account may be trading outside of our agreed trading terms. No orders will be shipped until your account is within the agreed trading terms. You can bring your account up by making a payment online or over the phone by contacting our customer service team on (1300) 555-624.

Can I order online if my account is showing as "blocked"?

Yes, your order will be processed online but will not be dispatched until you have brought your balance within the agreed trading terms. If you do not agree with the balance of your account, please contact our Accounts Receivables department on (02) 9741-4920.

How do I know when an item is back in stock?

You can use our “notify me” function button, which you can find on the right-hand side of the photo. After you tick the “notify me” box, you will receive an email when the item is back in stock. Feel free to click the button on as many items as you like.


Do you deliver to P.O. Boxes or Parcel Lockers?

Unfortunately we do not deliver to P.O. boxes or Parcel Lockers.

Can I pickup my order?

Yes you can, you don't even need to get out of your car with our direct to boot option.

To get our direct to boot option, simply:

  1. Order online and select ‘pickup’ at the checkout.
  2. When your order is ready for collection, you will receive a confirmation email.
  3. Arrive at one of our pickup bays at our Sydney Distribution Centre in Huntingwood. Remember to enter via Rexroth Place, Huntingwood.
  4. Call the number on the pickup bay sign and one of our helpful staff will place your order in your car's boot. Please note, you must bring your ID and order number with you upon collection.
How can I track my order?

We use Direct Freight Express, and if your order shows “on board for delivery today,” it should be delivered by 5.30pm. If the delivery is urgent, it’s best to contact Direct Freight Express directly with your purchase order/reference number on hand. Alternatively, you can track your order on Direct Freight’s website with your Koch & Co purchase order number.

You can also refer to our detailed shipping and delivery information here.

What happens when there are missing or wrong items?

If there are missing goods or mistaken items on your recent order, feel free to get in touch with us with your invoice handy. As part of company policy, we will investigate your order with our operations manager and strive to resolve the issue as fast and efficiently as possible.

Do you export internationally?

We currently do not export directly to any international destinations. We can however assist you with delivery to any of your preferred customs agents or international export couriers within Australia. As we do not export, we are unable to provide you with a GST exempt invoice. GST refunds will remain the responsibility of the customer via their customs agent.

What is discounted freight?

When you spend over $295 (ex GST) you will automatically receive a discounted freight rate for the items in your cart. Not all delivery areas are eligible for discounted freight.


Please see our Returns Policy for further details.


What payment methods do you accept?

We will happily accept the following as payment methods:

  • Cash
  • Eftpos
  • Visa
  • Mastercard
  • American Express
  • We do not accept cheques.
Do you price match?

Our ‘Lowest Price Guarantee’ is our commitment to you. If you see an identical item cheaper from another supplier, website or store, we'll match that price for you. All sales are subject to our main Koch & Co Terms and Conditions.

Why do you show more than one price?

We like to reward our customers when they buy in larger quantities. For example, a price break of ‘2+’ means that when you buy two or more of an identical item, you will receive a cheaper price per unit.

Why are there Goods & Services Tax (GST) Pricing options?

As a wholesale company dealing with trade and retail customers, we have provided the option to view prices inclusive or exclusive of GST. To view prices inclusive or exclusive of GST, click on “GST” next to the shopping cart.

Can I receive a 30 day Credit Account?

Firstly you must have set up a Trade ABN account with Koch. This will initially be a COD or payment before delivery account. If you have traded with Koch & Co for 6 months on a COD basis, we may consider your application for a credit account. You will need to complete an Application Request for Credit Terms Account form, including Personal Guarantee, Privacy Indemnity and Credit Card Authority. It will then be reviewed by our Credit Controller.

If approved, you will be able to trade on credit. Koch Credit Account terms of repayment are 30 days from date of invoice. If you believe your circumstances are different and should be reviewed by Koch for a Credit Account, prior the 6 month COD period, please feel free to contact your Koch sales representative, or contact our credit controller direct on (02) 9741-4930.


Do you have an ethical sourcing policy?

Koch's Ethical Sourcing Policy ensures products supplied are produced in a manner that upholds human rights, fair working conditions and environmental protection.

What is a customer special order?

We can source and make products specifically for your needs, such as your logo on soft toys and corporate merchandise. Please contact us with your detailed enquires. Minimum order quantities and lead times apply.

Do you do custom printing or special orders?

If you would like to customise your own ribbon, gift wrapping, boxes, balloons or want to order specific products, use our contact form. Once the contact form is submitted, one of our product managers will get in touch to discuss further.

Can we get product samples?

At Koch & Co, it is our policy that all trade account holders can order samples. Unfortunately, samples are not currently available for order online, only via phone. To order a sample, please contact Koch & Co Customer Service on (1300) 555-624. There is no minimum spend required, but please note, all sample orders will incur the full shipping fee. 

Is there any support for charities or event sponsorships?

We help numerous organisations each year in any way we can. For us to process any request, please set up an active trade account with Koch & Co. To do this you will need to have an active ABN number. Click here to register for a trade account.

Do you have any sales representatives?

Yes, please call our customer service team on (1300) 555-624 to see availability on sales representatives to arrange an appointment.

Do you have a catalogue available?

You can view or request the catalogues online here. Catalogues are generally delivered to trade members.

Do you offer drop shipping?

Unfortunately we do not allow drop shipping at this time. 

Product FAQ & Material Safety Data Sheets (MSDS)

We try to provide as much information as we can in regards to our products. We're also currently working on more product information to help make your shopping experience easier online. Click here to see our updated list of related resources for our product categories, including MSDS.