Frequently Asked Questions

General Shopping

Do you have a 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 $50 exclusive of GST for all online and call-in purchases.

Do I need to create an account to shop with you?
If you want to order online, you will need to create an account which will give you access to shop online. Once you create an account, you will also be able to use it in our brick and mortar store, over the phone or fax.

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.

Do I need a trade account to shop wholesale prices?
To be able to purchase from Koch & Co at our everyday wholesale prices, you will need to open a trade account with a current ABN number. Register and create your Koch & Co trade account by clicking here. Please note that it may take up to 24 hours to activate your account.

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.

What is a value pack?
Value packs are made up of some of our best sellers and are designed to offer great savings and simplify the process of buying key groups of items in a single purchase. Simply scroll through the value packs you like and buy the bundle by pressing “add to cart”. All the various items will then be saved directly to your cart.



Do you deliver to P.O. Boxes?
Unfortunately we do not deliver to P.O. boxes.

Can I pickup my order?
Yes. Please select the option to pick up your order once you are at checkout. You will receive confirmation once your order is ready for pickup at our Auburn store. Upon pick up, please bring your invoice for confirmation.

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 ship internationally?
Unfortunately, we only ship within Australia at this time. Alternatively, if you have a broker or courier company that will handle pick up, shipping and customs clearance, please feel free to give us the details so we can make suitable arrangements for your deliveries.

What is free freight?
When you spend over $450 (ex GST), you will receive free freight or discounted freight for the eligible items* in your cart. Freight will apply at the standard freight rates for excluded items. The balance of your order will receive free or discounted freight depending on your delivery area. Free freight or discounted freight applies to applicable postcodes only.

*To see your delivery cost, please use the Freight Calculator at the shopping cart.

*Not all of our items are eligible for free or discounted freight. Excluded items will be marked in your shopping cart.



Return policy
Please contact us within 7 days about any returns you wish to process. Please note that returns will incur a 20% restocking fee and goods must be returned at buyers’ expense. Damaged goods will be credited provided notification is given directly to head office. Photos of the damaged products are always useful to us, so we can discuss and prevent this going forward. Please call (1300) 555-624 for further assistance.



What payment methods do you accept?
We will happily accept the following as payment methods:

• Cash
• Eftpos
• Direct Debit
• Visa
• Mastercard
• We do not accept cheques.

What are retail prices?
Retail prices are for the general public who do not have an ABN or trade account.

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?
As a policy, you have to have a trade account with us. We cannot offer samples free of charge at this stage. You are most welcome to purchase samples. Please contact us at (1300) 555-624 to purchase samples under the value of $50 including GST and we will waive our minimum order value ($50).

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.


Product FAQ

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.