Wholesale FAQ

My Account

How do I access BuyNatural’s website and online ordering?

If you have an existing wholesale account with BuyNatural Wholesale and have provided us with a current email address, you will already have access to your online ordering account. When logging in for the first time, please click the Login icon in the top right-hand corner from any page of our website. Enter the email address registered with BuyNatural Wholesale then click on ‘Forgot Password’. This will take you to the ‘Reset Password’ screen. Re-enter your email address and an email will be sent with instructions on how to reset your password.

Existing wholesale customers who have not provided us with a current email address can call customer service on +61 2 94153888 to arrange immediate online access.

Is My Account data ‘Live’?

Yes your data is live and your account is instantly updated when you make changes online.

What information does My Account provide online?

When logging in to your account you will be taken to the My Account section. From there you are able to view information regarding your account with BuyNatural Wholesale. This includes:

Orders: You can view order history, request returns, view receipts, re-order items. Order History can be sorted by date, order number or amount. You can also view the status of your orders, i.e. pending fulfilment or fulfilled. 

Billing: This section reflects the live status of your account. You can reprint invoices and statements and pay current or outstanding balances by credit card (Visa/Mastercard only) via the secure encrypted site. A full transaction history will also be available to view. You can view all invoices with various filter options and print statements. For instance, you can view all open invoices by Due Date, Invoice Date, Invoice Number, or Amount Due.

Settings: You can update your personal details including your billing/mailing address, phone numbers, online password, and email preferences. Additional addresses can be kept on file under the address book section. You can securely add credit card details, update them or remove them.


Online Ordering

How can I find the product I need?

Product searches can be done via the ‘Search for Products’ bar at the top of each web page. Alternatively, you can navigate through the Categories or Brands tabs to help you find the right product. Creating multiple Wishlists is a great way of keeping frequently ordered items together in one place.

Will I receive all products I order?

Our website will show which products are available at the time of order at the warehouse from which your order will be dispatched. Provided that your credit card payment is approved, or your credit account with Oborne Health is clearly within our trading terms at the time the order is placed, the goods will be allocated to your order. If your account is outside terms or the credit card declines, the stock will not be reserved and the order will be held pending payment. When the account returns within terms or other payment is received the goods will be allocated in accordance to what is then available.

Some stock holding errors may occur which would also lead to occasional short supply. We will make every effort to minimise these.

What online payment methods are available?

Orders can be paid for securely with Visa or Mastercard. Those customers who have a pre-approved 30-day account with BuyNatural Wholesale may choose the ‘Invoice’ option during checkout. Normal account credit terms apply.

Is my credit card safe?

We take all reasonable steps to protect our customer’s personal information against loss, misuse and alteration. We use encryption technology whenever receiving and transferring your personal information on our site. When you are viewing a page that is requesting personal information, the URL in the address bar at top of your browser will start with “https”. This indicates your transaction session is secured through Secure Sockets Layer (SSL). If the web page you are viewing does not start with “https”, do not enter any personal or sensitive information and contact us immediately.

Will the Total Value displayed on the Checkout page be the same as the Total Amount of my final invoice?

The final invoice total may differ from the total value stipulated on the Checkout page. In some instances, it is impossible to automate some monthly specials so additional discounts may be applied by our customer service team.

When are monthly specials valid until?

Monthly specials, as shown in our newsletters and as offered by our representatives are valid until 3.30pm (New South Wales Time) on the final business day of each month. Orders placed after these times on the final business day will be invoiced on the first day of the following month and will only have the next month’s specials applied. 

Will freight charges be applied to my order?

All online orders over $350 ex gst for delivery to Australian Mainland addresses (excluding some remote locations) are FREIGHT FREE.

Our delivery fees are dependent on your location, starting from $7.95 in Sydney Metropolitan Areas and increasing depending on the package size and your location.

*Please note that bulk items and special order items are not available through online ordering. Customers may call to have bulk items added to their orders. An additional freight charge will apply for shipping of heavy/bulk items (such as > 6L or > 6kg) or heavy low-cost items. Special order items can be ordered through customer service. Special order surcharges apply. Our customer service staff will advise of any extra costs prior to shipping.

*A ‘remote location’ freight surcharge may apply to some customers in remote areas.  Our customer service staff will advise if this surcharge applies at the time of order.

* Please note that if ordering online, freight charges will be automatically applied to your order if it does not reach the freight-free minimum of $350 ex GST. If you wish to arrange pick-up of your order, please write this in the order notes including pick-up time at the online checkout. We will then deduct the freight charge prior to processing your invoice. 

Product Details

What Product Images are Displayed on our Website?

Product images displayed are intended to provide customers with a visual representation of the product/supplier. In some instances, where product images or images of all sizes are unavailable, we have displayed the most appropriate representation of the product/supplier available to us. All orders placed should be based upon the text description supplied on our website. BuyNatural Wholesale will not be held responsible for products ordered in error based on an image provided. Customers are advised to contact our customer service team on +61 2 94153888 if they require clarification regarding any product information supplied.

Will I be able to access product information on the BuyNatural Wholesale website?

BuyNatural Wholesale distributes over 250 products. Information pertaining to the products available in our inventory can change without notice. Changes may include but are not limited to, ingredient modification and changes to packaging. Wherever reasonable, we endeavour to build on the product information available on our website but, where appropriate, will refer you to our supplier websites to access product information to assist you in your ordering process.