Frequently Asked Questions

General

Q. If I need an item serviced within the warranty period, when can the technician come?

All warranty repairs are conducted during business hours only, Monday to Friday 8.30am to 5.00pm All after-hours and weekend service calls will incur additional charges. Please contact us to find out more. HWD will not be liable for any charges from an external repair company, engaged by anyone other than HWD, unless with prior written approval. You can book a service repair online, or call us on 03 9543 1611.

 

Q. Why should I buy from HWD Online?

A. HWD Online stocks the largest range of hospitality and foodservice equipment at unbeatable discounts. We also offer hassle-free shipping on all products. We've made it easier than ever to buy equipment online. Simply select the product you want, enter your suburb and shipping options to get an estimate on freight and pay! It's as simple as that. 

 

Q. Can I trust HWD Online with my purchases? 

A. Definitely! Unlike many online stores, eBay and other online marketplace sellers, HWD is a well established brand operating in Melbourne for the past 21 years. We first commenced operations in 1994 and have been going strong since. Our online store is an extension of our showroom offering you the convenience of shopping 24/7. If you have any questions, concerns or queries, you can always get in touch with an actual person on the other end of the phone line or by visiting our showroom. We're delighted to be of service to you. 

 

Q. What sets HWD Online apart from other companies? 

A. We strive to find and bring you the best deals on the biggest range of commercial cooking, baking, counterline and refrigeration equipment in Australia. We also have a vast range of stainless steel, cool room shelving and smallwares products. Our website is constantly being updated with new products so keep checking back every now and then. HWD Online also allows you to buy equipment, obtain an instant quote online and pay for freight: which means you get your order faster and cheaper. We've collaborated with industry leading freight experts to give you a seamless and hassle-free experience at the best price possible. 

 

Q. Can I buy and use your product range at home? 

A. While we do have a small selection of products like kitchen knives, jackets, cookware, pots and pans and even some equipment like wood fired pizza ovens and ice makers that can be suited for home use, we generally only carry items that are suitable for commercial use. For example, a commercial dishwasher might not have sufficient power or water requirements at a domestic residence. Commercial catering equipment are highly specialised and suited to be used in high capacity environments.

 

Q. Can I inspect the equipment before buying first?

A. HWD Online stocks a vast range of equipment, some of which may not be available in store to view. Please contact us to confirm the equipment you wish to inspect is available in-store. We can also arrange product demos for some equipment upon request. 

 

Q. I don't want to pay for delivery. Can I come and pick my order up? 

A. Certainly! Upon checkout, simply select pick up from warehouse option. You will be notified when your order is ready for pick up. 

 

Delivery

Q. Is delivery included in the product price?

A. No. Delivery time and cost depends on your location and is calculated separately. 

 

Q. What are your standard delivery times?

A. All equipment will be delivered during standard trading hours, Monday-Friday, 9 am-5:30pm 

 

Q. Can I request for delivery after hours or on weekends?

A. In some cases, deliveries can be scheduled after hours or on weekends. Please note that these will be arranged on a case-by-case basis and cannot be booked online. Contact us to speak to our customer service representatives to see if out-of-hours deliveries can be arranged. Keep in mind that these deliveries can cost significantly higher and you will be liable for the price differences. 

 

Q. Can you give me an exact time as to when my delivery will arrive? 

A. Since we work with third-party freight partners, it's impossible for us to guarantee the exact delivery time. 

 

Q. When will my product be despatched? 

A. While we endeavour to despatch orders within 2 working days, some products may have to be sourced from manufacturers which can lead to delays. You will be notified by email when your order has been despatched. 

 

Q. My order needs to be delivered to the second floor of the building. Can the delivery driver help me move the product into place?

A. All deliveries are made to kerbside or streel level only. We are not responsible for negotiating any stairs, lifts or other non-street level delivery locations. It is your responsibility to ensure that there is an adequate unloading space at your delivery address. If the delivery cannot be successfully completed, you may be responsible for re-delivery charges or re-stocking fees.

 

Q. Help! The fridge I ordered does not fit through my doorway!!! What can I do?

A. You are responsible for ensuring that you have enough clearance to move products into your premises. Be sure to check your doorways and other entry and exit points against the product dimensions online to ensure that the products fit through comfortably. We are not liable for any failed deliveries as a result of products not fitting through doorways.  If the delivery cannot be successfully completed, you may be responsible for re-delivery charges or re-stocking fees.

 

Payments

Q. Are payments made on your website secure?

A. We use state of the art encryption systems and have partnered with industry leaders in Payment Security. Our website uses eWay payment gateways that offer world-class security. To be certain, look for the "lock" symbol next to the address bar in your browser to be certain that your information is being handled securely. 

 

Q. What payment methods do you offer?

A. We offer all major credit card payment facilities as well as bank deposit or payment via PayPal.

 

Q. Do you offer payment upon delivery?

A. No. Currently, all goods and freight must be paid for fully before your order will be despatched. 

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