Wholesales Supply & Procurement

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  • Customers FAQ

    Help topics for Customers

    How do we benefit Customers?

    How does it work?

    • How do I check my order status?

      If you have a HorecaMarket.Global account, you can sign in to check your Order Status. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.

    • What should I do if I cannot complete the checkout process?

      If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security checks.

      Please contact us using the Contact Us: Here

      seven days a week, 9 a.m.-9 p.m. AEST to verify your information so we can process your order. We will endeavour to contact you as soon as possible. 

    • What should I do if I'm having trouble when placing an order?

      For any technical difficulties you are experiencing with the website, please contact us using the Contact Us form: Here

    • How do I check my order custom status?

      If you have a placed a Custom Order with a Vendor, you can sign in to check your Order Status. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.

      If you require delivery timing details, then you are best placed to contact the Vendor directly. You can do so on the HorecaMarket.Global Vendor home page, using the ‘Contact Vendor’ button. The Vendor will receive an instant message with your enquiry.

    • How do I place an order?

      Placing an online order requires just a few, simple steps: Select the item you would like to purchase, and click the ‘Buy Now’ button from either the quick view or product detail page (this will add your product to cart). You can then choose to continue shopping or go directly to Checkout. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the Checkout steps. You will receive an email confirming your order that includes your order number.

    • How often will I receive the newsletter?

      Our subscribers receive a newsletter twice or more per week containing the latest hot topics and news. In addition, our subscribers receive a newsletter supplement on a special topic regarding the latest products each Tuesday. We will be sure to keep you up to date with any special promotions too!

    • How do I unsubscribe from the newsletter?

      You can either unsubscribe using the link in the newsletter (top or bottom) or directly in your account by clicking on 'Newsletter Unsubscribe'. You are also welcome to contact our customer service. LINK: Here

      Important: Please do not mark these emails as Spam, as this may also block other emails from HorecaMarket.Global Store (including order confirmation, delivery details etc.).

      Note: You cannot unsubscribe from transactional Emails issued by us, as a result of actions on your account (orders, returns etc)

    • How do I apply for a Credit Account?

      First, you must have a basic account profile with HorecaMarket.Global. Once logged in to the account, you will see an option to Apply for Credit.

      Credit Accounts are granted to approved businesses, only when the usual Credit Application criteria has been met.

      Above a certain limit, a Credit Account must be guaranteed by a Guarantor, which may or may not be a Director of the Company who operates the business account.

    • Ho do I get a Vendor to provide a Quote?

      First, you need to have an account set up.

      List the products that you are interested in getting a quote for and contact the Vendor of those products to discuss if tiered or quantity discounts are available for those products.

    • What is Drop Shipping?

      All physical products (as opposed to services) are shipped directly by the Vendor when sold through HorecaMarket.Global.

      You can refer to your order dashboard to check if an order has been dispatched, as well as see the relevant tracking ID #.

      Any queries regarding product shipments should be directed to the product’s Vendor.

    • What is your returns policy?

      Returns & Order Issues

      If there has been an error with your order, please contact the Vendor immediately explaining the situation. Each situation will be reviewed by each Vendor on an individual basis in light of the facts and circumstances.

      Please note that you may be asked to return some or all of the questionable products for evaluation from the supplier. 

      Set forth below are examples of valid reasons for returning products.  Please see our Terms and Conditions for further details.

      Valid reasons for return:

      The wrong product was sent.

      Shipper errors - we'll file a claim against the shipper on your behalf.

      Flawed product, providing said the product is returned in its original condition (and with all accompanying items if in a case) within 7 days of receipt together with proof of purchase.

      For any further assistance, please contact us.

    • Can I click and Collect?

      Click & Collect

      In-Store Pickup, may not be an option from certain Vendors, if it is:

      • Shop online
      • Add the products to your Cart
      • Proceed to Check
      • When given the option: ‘Shipping Address’
      • Choose ‘In-Store Pickup’ and then proceed to payment
      • We’ll contact you with pick up details within 24 hours
      • You can then collect your order from the specified date and time sent to you

    • What is your shipping policy?

      Shipping

      Free shipping is offered on selected products and set by the Vendor.

      When free shipping is offered, this is subject to exclusions zones. Upon placement of order, additional charges may apply. For any further assistance, please contact us.LINK: https://horecamarket.global/contactus

      Shipping is automatically calculated during checkout, however you can get estimated shipping costs before you checkout in your Shopping Cart.

      As per our Liquor License requirements, HorecaMarket.Global will deliver only to attended addresses, and our driver will require proof that the recipient is over 18 years of age.

      Where a delivery is not effected due to the provided delivery address being unattended, or where the recipient cannot provide satisfactory proof of age upon request, you will be charged a fee for re-delivery of your purchase.

      We reserve the right to decline delivery of goods to any customer at our sole discretion absolutely.

      Please allow 3-7 working days to most areas for delivery. (excludes Equipment)

      Deliveries are only available within Australia - at this stage. 

    • Insurance & Breakage, is it covered?

      Given the commercial nature of the products sold on HoReCaMarket.Global it is the Customers responsiblity to Insure all Goods in Transit from the time of placing the order. All goods are sold on an CFR basis.

    • What does CFR mean?

      Cost and freight (CFR) is a legal term used in trade contracts.

      In a contract specifying that a sale is cost and freight on HoReCaMarket.Global, the VENDOR is required to arrange and pay for the carriage of goods to the destination address.

      With a cost and freight sale, the Vendor is not responsible for procuring marine Transit insurance against the risk of loss or damage to the cargo during transit.

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