How Trade Supply Works
We believe in total transparency. Here's exactly how our quote process works, what to expect at each stage, and all the important details about payment, delivery, and support. No surprises, no fluff—just straightforward information so you can purchase with confidence.
The Trade Supply Process
Four simple steps from inquiry to delivery
Request a Quote
Get started by reaching out through any of these methods:
What We Need From You:
- Your needs and project requirements
- Business name (or first & last name)
- Contact mobile number
- Delivery address
- Who the invoice should be addressed to
- Estimated delivery timeframe
- Brief description of requirements
- Any brand or technology preferences
We Reach Out
After receiving your inquiry, the team will contact you to discuss your project in detail.
What Trade Supply Will Do:
- Discuss your specific needs
- Help you choose what's necessary for your project
- Answer any questions you have
- Confirm product specifications and requirements
- Clarify delivery and installation needs
Review Your Quote
You'll receive a detailed quote via email through our Quotient quoting system.
Your Quote Includes:
- Product images and full specifications
- Itemized wholesale pricing (exclusive of GST)
- Stock availability status
- Supplier product links for verification
- Delivery costs (additional to item prices)
- Installation costs (if applicable)
Quote Details:
- Valid for: 15 days (unless specified)
- Questions? Use in-quote Q&A or contact us
- No obligation: Review at your own pace
Accept & Pay
When you're ready to proceed, accept the quote through the Quotient system.
Acceptance Process:
- Accept quote via "Accept Quote" button
- Receive invoice through Xero with payment instructions
- A "how-to" guide is available on our website
What Happens Next:
- Payment required before supplier orders placed
- Once paid, orders placed with supplier(s)
- Stock availability and delivery confirmed
- Track & trace link provided if required
See How Our Quote System Works
Watch this quick demo to see how easy it is to review options, check specifications, and accept your quote through our Quotient system.
Video credit: Quotient (modified)
Payment Terms
Clear pricing, flexible payment options
How to Pay
Payment Options:
1. Direct Debit (preferred method)
- No additional fees
- Full payment due on acceptance of quote
2. Credit Card
- Credit card processing fees apply (paid by client)
- Full payment due on acceptance of quote
3. Interest-Free Options
- GEM Visa accepted
- Q Card accepted
- Negotiate interest-free terms directly with provider
Important: Payment is required before purchase orders are released to suppliers. This ensures we can confirm stock availability and lock in your quoted pricing.
Pricing Breakdown
All Prices Are:
- Exclusive of GST (GST added at checkout for GST-registered businesses)
- Item prices only—delivery and installation are additional costs
Price Validity:
- Standard quotes valid for 15 days
- Prices may need reconfirmation at time of order if quote has expired
- Variations to quoted quantities may lead to variations in quoted price
Pricing Example:
Item Price + Delivery + Installation (if applicable) + GST = Total
Delivery & Installation
NZ-wide delivery with flexible options
How Delivery Works
The team arranges delivery based on your supplied information and project requirements.
Delivery Options:
1. Direct from Supplier
- To commercial/business address
- To residential address via transport subcontractor
2. Depot Collection
- Available in some areas
- Handling charges apply
Standard Timeframe:
Please allow up to 5-7 working days from payment for delivery (typical timeframe stated in quotes).
Coverage:
NZ-wide delivery service
Important Delivery Details:
- Delivery costs are additional to item prices (not included in unit pricing)
- Delivery is to ground floor only
- No unpacking or placement included
- Kerbside/ground floor delivery unless otherwise arranged
Installation Services
Installation is available at additional cost if required. Discuss your installation needs with the team when requesting your quote.
Critical: You must inspect deliveries before signing and report any damage within 24 hours. See the Warranties & Support section below for the complete delivery acceptance and damage reporting process.
Supply & Availability
What to expect with stock and lead times
Subject to Supplier Availability
All products are subject to supplier availability. We work with trusted suppliers across New Zealand to ensure reliable supply, but stock levels can change.
Lead Times:
- Lead times provided in quotes are based on supplier information at the time of quoting
- Lead times are indicative only until payment is received and orders are confirmed with suppliers
- Once payment is received, we confirm availability and provide updated lead times if needed
Important Note: Trade Supply accepts no responsibility for delays resulting from unforeseen supplier shipping delays. While we work to minimize disruptions, external factors like freight delays or supplier stock issues are beyond our control.
Transparency Commitment:
Trade Supply will keep you informed if any delays occur and work to find solutions where possible.
Cancellations & Returns
Understand the policy before you order
Cancelling Orders
Before Order Is Placed:
If you need to cancel before payment is made and orders are placed with suppliers, contact Trade Supply immediately. No fees apply at this stage.
After Order Is Placed:
Products ordered from suppliers cannot be cancelled once the order is dispatched except where goods are faulty or as required by law.
If goods have shipped, items can be returned following the Returns policy detailed. Please review the quote detail & supplier web links to make sure you are ordering the items you require.
Cancellation of Received Products:
- May incur 15-20% restocking fee (as charged by supplier)
- All freight, installation, and site visit costs at purchaser's expense
Why This Policy Exists:
Trade Supply operates on a supply model—once we place orders with suppliers on your behalf, we're committed to those purchases. This is how we keep pricing competitive and pass trade rates to you.
Returning Products
Return Requirements:
Products can only be returned if they meet all of the following conditions:
- Unused and in original condition
- Packaging unopened
- Returned within reasonable timeframe
Return Costs:
- Restocking fee: 15-20% (as charged by supplier)
- All freight costs for return shipping at purchaser's expense
- Installation & site visit costs related to returns at purchaser's expense
Products That Cannot Be Returned:
- Custom-made items
- Commercial-grade products ordered to specification
- Imported-to-order products
- Special-order items
Important: Please review the supplier links provided in your quote carefully to ensure you're ordering the correct items. Returns are costly, so it's important to confirm details before accepting your quote.
Warranties & Support
Delivery acceptance, damage claims, and manufacturer-backed warranties
Step 1: Delivery Acceptance & Damage Inspection
It is your responsibility as the receiver to inspect the delivery before signing and report any issues within 24 hours.
Box Damage Protocol:
- Before signing: Look for visible damage to the box/packaging
- If damage is visible: Open and confirm items are in acceptable condition before signing
- If items are damaged: Reject the delivery (do not sign)
- Do not sign as "received in good condition" if you see damage
Concealed Damage Protocol:
- Within 24 hours of delivery: Open and fully inspect all items
- If concealed damage is found: Contact Trade Supply within 24 hours with:
- Order reference number
- Photos of damaged item(s) and box(es)
- Serial number(s) of affected items
- Date of delivery acceptance
- Carrier information (from delivery paperwork)
- If not opening within 24 hours: Photo all sides of the box upon delivery to support future claims if concealed damage is discovered later
Why This Matters:
Trade Supply must be notified within 24 hours so we can inform the supplier and file a claim against the carrier. Failure to follow this process within the required timeframe may void any claim of damage or defect.
Important: Goods must be returned in the original boxes. If the damage to the box is extensive, the unit can be placed inside another carton. Keep all packaging until you've confirmed items are undamaged and functioning correctly.
Step 2: Product Registration
Before installation, it's critical to register your products with the manufacturer.
Registration Process:
- Write the serial numbers into the manufacturer's booklet or manual for future reference
- Register the item(s) on the manufacturer's website
- Keep warranty booklets and manuals in a safe place
Why Register? Manufacturer registration ensures your warranty is valid and makes future warranty claims faster and easier. Registration details can be found in the warranty booklet or manual provided with your products.
Step 3: Warranty Claims & Reporting Faults
All products supplied through Trade Supply come with the manufacturer's warranty. Warranty terms vary by brand and product type.
How Warranty Claims Work:
When a Fault or Error Code Occurs:
- Contact the manufacturer directly via email or phone (details in warranty booklet or on manufacturer's website)
- Troubleshooting process: The manufacturer will guide you through diagnostic steps
- Certified repair agent: If needed, the manufacturer will arrange a certified repair agent to remedy the issue
- Assessment: Manufacturer determines if the issue is covered under warranty
Service Fee Warning: If the item is not deemed faulty and/or does not fall under the conditions of the warranty, the service agent's fee will be payable by you (the customer). This is why following the manufacturer's troubleshooting process first is important.
Why Direct to Manufacturer?
Manufacturers have specialized service networks and technical expertise to diagnose issues accurately. They can often provide faster resolution and have direct access to parts and authorized repair agents.
Step 4: Trade Supply's Ongoing Support
Trade Supply remains your primary contact for all questions and support throughout the process.
We're Here to Help With:
- Guidance on damage claims and warranty processes
- Directing you to the appropriate manufacturer or service agent
- Technical questions about your products
- Future ordering and project support
- Troubleshooting and advice
Our Commitment: While manufacturers handle warranty claims directly, we're always available to provide support, answer questions, and ensure you get the help you need.
Contact Trade Supply:
Email: [email protected]
Phone: 021 534 3838
Hours: Monday - Friday, 9am - 5pm (weekends by appointment)
Important Policies
Additional terms you should know
Errors & Omissions (E&OE)
While we take great care to ensure all information provided is accurate, errors in pricing, product names, images, or descriptions may occasionally occur.
If an Error Occurs:
Trade Supply reserves the right to contact you and agree on an appropriate change to the quote or order. If an alternative option cannot be agreed upon, we may cancel the quote or order and refund any amounts already paid.
Your Protection:
This policy protects both parties—you won't be held to an obviously incorrect price, and we won't be held to a genuine error that makes a project unviable.
Limitation of Liability
To the maximum extent permitted by law, Trade Supply is not liable for any indirect, consequential, or economic loss, including loss of profit, downtime, or business interruption.
Liability Cap:
Our total liability is limited to the amount paid for the goods in question.
What This Means:
If something goes wrong, we'll work to make it right within the scope of the products supplied, but we can't be held responsible for consequential business losses that may result from delays or product issues.
Still Have Questions?
We've covered the essentials, but every project is different. If you have specific questions about how the process works for your situation, our team is here to help.
No obligation. No pressure. Just straightforward trade pricing and professional service.