Welcome to our Help Center

Wheter you're new or experienced in our service, you'll find a wealth of insights in the Help Center. Browse our comprehensive question library below for more information, guides, trainings, and more.

DO YOU HAVE A QUESTION ABOUT OUR PRODUCTS AND SERVICES?

VIEW THE FAQ'S AND FIND ANSWERS TO THE MOST COMMONLY ASKED QUESTIONS. IF YOU NEED MORE INFO PLEASE FEEL FREE TO CONTACT CUSTOMER SERVICE BY FILLING IN THE CONTACT FORM.

If you would like to order from International Hotel Supply and do not have a Customer Number, you will need to apply for one.Please follow the link to the account application form https://internationalhotel.applyeasy.com.au/credit.

If you do not remember your Customer Number, please send an email to ausupport@internationalhotel.com so our team can assist you.

If you have forgotten your user name please be advised that most common used usernames with our customers is their email address, if by any chance this is not the case with you, please click on the contact us tab on our web site and we will assist you with resetting your details.

To update your billing or shipping address please send an email to aufinance@internationalhotel.com with any details you wish to update , for example email address for invoices & statements.

To place an order online you will need to have a Webshop Account.
If you have a Customer Number you can create your Webshop Account here https://www.internationalhotelsupply.com.au/login/register

Alternatively if you do not have a customer number please contact our Customer Service team at via ausupport@internationalhotel.com

We can place your item on backorder and advise you of an estimated delivery date. The backordered item will be dispatched freight free. If we have similar products in the same category available, we will work with you to suggest a suitable alternative.

We are always here to help and assit you in any way, if you cannot find what you are looking for please contact us via email or phone and we will assist you.

Call us on 03 9580 9977 and we will be happy to walk you through the online order process.

After you place your online order an email will be sent to you with an order confirmation. Most orders are dispatched within two business days.

Once orders are dispatched you will receive an email invoice copy and freight notification with your tracking number.

To check the shipping status of an order you placed, or view your order history, just Login with your account details and click on Dashboard. Here you will find all orders you placed in the past year.

Once your goods are dispatched, you will receive an email with the tracking information and a link to the freight web site. Please keep this email for future reference as you can click on the link at any time to track your order.

As we dispatch most orders within one or two business days, cancellation will not always be possible. If you need to cancel your order, please contact our customer service team as soon as possible by calling 03 9580 9977.

Yes you can collect your goods from our Dandenong Warehouse. Please allow 2-3 working days for your order to be processed. We will call you once your goods are ready for collection.

Please report the faulty or damaged product within 24 hours of receipt to ausupport@internationalhotel.com It always helps us to determine a course of action if you are able to provide photos of the damage, a brief description of how the product was delivered and the batch or serial number of the product concerned.

You can return a product within 3 months of purchase as long as it is in good saleable condition. Food & Beverage items cannot be returned with less than 3 months available use by date still applicable. A restocking fee of 10% of the value of the goods will be charged to your account.

If we have organised the freight for the return of the items, these will be passed on to you.

If a refund is applicable, you can expect the credit note to be received on your next statement.

With all the food consumable products, the shelf life is 3 to 6 months for Vegemite, Peanut Butter, UHT Milk 15ml and 150ml. Our supplier can only guarantee to provide the single serve food products within that shelf life, due to fast consumption in hospitality industry. Also, the small plastic packaging is limited to keep the contents as good and fresh as in larger jars/bottles.

Our warranty on our electrical products is 12 months from purchase date. If you experience any issues with our electrical products please contact us and we will be happy to replace under warranty conditions.

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