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Frequently Asked Questions

How can I get the best out of your website?

We recommend that you use either Mozilla Firefox or Google Chrome to access our website.

Where can I see your prices?

To view our wholesale prices and do orders online you must first register on the website. Once you have been approved, you can log on with your username and password. This website is for wholesale use only and for the use of registered customers of LaVida.

Do your prices include GST?

GST is included in the invoice, but all prices on our website are shown excluding GST.

How long does it take to process an order?

Processing times vary throughout the year. During busy periods (around the time of Trade Fairs - February and August) processing can take 7-10 working days depending if the stock is available. In other times it can take 3-5 working days. We always endeavor to keep processing times to a minimum.

What is the minimum order and can I order what I need if it is less than the minimum?

The minimum order value is $300.00 excluding freight. If the items you require do not meet the minimum, we can still process the order by email, fax or phone.

How much is freight and how is freight calculated?

The minimum freight on a standard order is $30.00. Freight is calculated and charged on the size, weight and destination of the order.

Do I pay freight on backorders?

Small freight charges apply. But at a reduced rate and generally would be no more than the total freight if all products were sent together.

How long does delivery take?

Delivery times vary according to your location. Melbourne, Sydney, Brisbane and Canberra are usually overnight. Other areas can vary from 2-5 working days.

Dispatch/Delivery

All deliveries must be signed for when you receive them, deliveries cannot be made to PO boxes. If you are unable to take delivery of your items in person, your order will be returned to your local Startrack depot, unless you have completed an authority to leave form (download the form here). You can either collect the stock from the Startrack depot of authorise LaVida to arrange for a second delivery (charges may apply for second deliveries).

Can I track my orders delivery process?

We can supply you with the consignment note once the order has been dispatched. Tracking is available via www.startrackexpress.com.au

How do I pay for my order?

Payments can be made by credit card, direct deposit or cheque.

Can I pick up my order?

Yes you can collect your order from our warehouse. Once the order is packed and ready to go, we will notify you to come and collect the goods.

Settlement Discount

Early payment discount of 3% applied, if paid within 7 days of invoice. The discount does not apply to freight and only applies to account customers.

When do you charge my credit card?

Credit cards are charged at the time of shipping an order, not at the time of ordering. This is because our stock moves fast, and we do not want to charge you for something you are not going to receive.

Do you charge a fee for credit card payments?

No we do not.

Do you keep my credit card details on file?

For security reasons we do not keep your card details on file

Claims..Refunds ...Returns

Any visible damages or shortages should be marked immediately on the delivery note and advised to LaVida by phone, email or fax. LaVida accepts no responsibility for goods further shipped on by you to your customers or moved to storage.

Claims for shortages should be made immediately on receipt of goods. Notice of claims, credits or returns must be made to LaVida Trading within 7 days of delivery date noting invoice number and reasons.

All returns must be authorised by LaVida staff prior to sending the goods back. Goods must be returned in original condition and a credit will be issued on receipt of goods, unless goods were damaged in transit. 

Clearance items are sold as is, credits will not be raised unless they are significantly damaged i.e broken in transit.

Can my credit go back onto my credit card or into my account once I have made the claim?

Yes we can put the credit back into your account or credit card.

Are the products displayed on the website in stock?

Our website is updated daily.  If the goods are on back order the date they are due is listed below the item. You can place orders in anticipation of the goods arriving.

Products and Availability

Due to popularity or supplier interruption, some items may be unavailable or out of stock. We endeavor to keep the website up to date, however some stock may be previously committed. If you are after a specific item, please call the office on 02 4340 0411 to confirm the stock before proceeding with the order.

Product minimums

LaVida Trading reserves the right to change our product minimums in accordance to the packaging when the product arrives.

Colours / images of products

Images taken of our products are displayed as accurate as possible on our website. Please note that what you receive may slightly vary to what is displayed on your monitor.

Am I contacted when my backorder is available?

Your backordered items will be dispatched as they arrive, unless you have notified us to do otherwise. If you are a proforma customer you will be notified as payment will need to be arranged prior to dispatch.

Do you have a showroom/can I see your products?

We do not have a showroom for wholesalers but we do have a small retail shop that currently stocks some of our "end of range" or slightly marked/damaged stock. The only way to see our current products is at a Trade Fair or our website.

Who do you use to send orders / who is the courier you use?

Our main courier is Star Track Express

Do you drop ship?

No we do not, we only ship the goods directly to you. Charges may apply for re-delivery if you provide us with an incorrect delivery address.

Change of Ownership

Any change in ownership or address details must be notified within 7 days.

Do you have agents?

Yes we do have agents, which you can find on our website www.lavida.com.au under the agents tab.

When am I eligible to go on account?

All new customers are automatically proforma customers. Generally you are able to apply for account once you have paid and received three orders within a twelve (12) month period. You will need to fill out an account credit application and return for processing. Please note that all our accounts are 30 days unless arranged and approved by the accounts department.

Do you only ship to Australia?

We currently ship to Australia and New Zealand.

Who do you supply to?

We do not supply directly to the public, registered wholesalers only.

Terms and Conditions

All terms and conditions including prices are subject to change without prior notice.