FAQ
Do I need to be a business to order?
Our website welcomes all, catering to diverse needs – whether you're a budding entrepreneur, a well-established enterprise, or seeking boxes for personal use. Enjoy the convenience of direct ordering, and don't miss our unbeatable food service packaging deals, ensuring affordability without compromise.
Where do you ship to?
Australia Wide Delivery: Delivery via one of our couriers; Courier Please, TNT, Aramax, Hunter Express, Australia Post & other couriers.
Click & Collect: Personally, or your own courier from our warehouse. We will notify you when your order is ready.
Sorry we currently don't ship international.
What is the cost of Delivery?
All delivery times are calculated from a live feed directly from the Couriers or Australia Post database at checkout. Simply enter your postcode and your shipping cost will be automatically displayed.
Alternatively, for orders with multiple items/size, we have BASE RATE: Shipping cost will be re-calculated manually once order is packed, if exceed base rate we will contact you with correct delivery Selecting this option allows our team to pack your order in the most cost-effective way saving you on shipping cost. Unfortunately, our website has limitations on how shipping is calculated, and this is the best solution at present.
Alternatively, you can arrange for your own courier to collect you order from our warehouse.
How long will it take to Dispatch my order?
Confirmed orders are dispatched within 3 business days. Estimated delivery arrival 2-8 business days.
How will I know when my order has been shipped?
You will receive a dispatch notification email from us containing a consignment tracking number as soon as your order has left our warehouse. Please check your junk/spam/promotion folder if not in your inbox.
How do I track my order?
You can track your order using the consignment number that was emailed to you in your dispatch notification email. If you have difficulties tracking, please contact us direct info@temimports.com.au
Once dispatched, how long do the couriers take to deliver my order?
Please see below for estimated delivery times within Australia:
Australia Post
Australian Capital Cities (excluding Perth): 5-10 Business Days from dispatch
Outside Capital Cities (including Perth): 8-12 Business Days from dispatch
Other Couriers carriers
Melbourne Metro: 1-2 Business days
Adelaide, Sydney: 2 -3 Business days
Brisbane: 3-4 Business days
Darwin, Gold Coast, Hobart, Launceston, Perth, Sunshine Coast, Townsville & other regional areas: 3-7 Business Days
If email address was provided at check-out; you will receive a tracking email; please check your junk/spam/promotion folder if not in your inbox.
What if my order is Urgent?
We do our very best to accommodate urgent orders wherever we can. However, during busy times this is not always possible.
If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on (03) 8353 2788. Also, if the order is urgent, please specify in the note section when checking out. We will try our best to meet any deadlines that you have and if there are any issues, we will notify you immediately.
My order has arrived too late to meet my deadline, Can I return the products?
We will always do our very best to meet your deadlines and dispatch your products accordingly. However, once we dispatch products from our warehouse they are then in the hands of the courier. If your order is urgent, please call us BEFORE placing your order to confirm that we can meet your deadlines on (03) 8353 2788. Please note, that we do not accept any returns/or refunds for delivery delays as a result of our courier partners
My delivery hasn’t arrived yet, what should I do?
The best thing to do is to track your order with our Track Tool using the consignment number in the dispatch notification email that you received, as it may be on board for delivery. If you have any delivery queries or concerns, please contact us at info@temimports.com.au or call us on (03) 8353 2788 and we can assist with any courier issues. Please note, from time-to-time courier delays can occur, these are beyond our control, but if your order is delayed contact us and we will do our best to help.
I have only received 2 of the 3 boxes that I am expecting, what should I do?
Your missing box may have been separated from the others during transit. The best thing to do is to track your order using the consignment number in the dispatch notification email that you received, as it may be on board for delivery. If you have any concerns, please contact us at info@temimports.com.au or call us on (03) 8353 2788 and we can help with any courier issues.
What delivery address should I use?
We highly recommend using a business address for all deliveries. However, if you are unable to do so please note that by proceeding with an online order, you are agreeing to an automatic 'authority to leave' if your delivery address is unattended. You can provide additional delivery instructions such as ‘leave on front door step’ or ‘leave at backdoor under carport’. Please note that courier is unable to contact you prior to delivery or deliver at a specific time.
TEM IMPORTS are not responsible for order sent to an incorrectly supplied address
Do you provide samples?
Yes, samples can be arranged, please give us an email direct at info@temimports.com.au; We highly recommend ordering a sample before you place large bulk orders to avoid disappointment.
Can I get more than one sample of the same product?
Unfortunately we only offer one sample per product. Samples are provided for quality and size testing.
Are samples free?
In most cases our samples do incur a charge for samples and postage.
Are your boxes recommended for postage ?
Most of our gift boxes are made from a 285gsm paperboard which we do not recommend for postage. They are most suitable for light weight products recommend from 500gr - 1.5kg.
If you are unsure about which product you need our customer service team would love to help, simply fill out our online form, email us at info@temimports.com.au or give us a call on 03 8393 2788
Help! I’m having trouble folding my boxes!
We have created a helpful range of videos to help with folding our boxes. Just click HERE follow the easy step by step instructions and you’ll be a pro in no time!
Are my details secure?
We do not pass on your information to any third parties. You can also opt out of receiving emails at any time using the unsubscribe button at the bottom of the email. We do not hold credit card details and all payment information is encrypted securely.
Do you accept returns/refunds for change of mind?
We accept change of mind returns within 14 days from date of dispatch. however, a number of items can incur 10% restocking fees if returned for incorrect choice, it is always best to contact us on 03 8353 2788 or info@temimports.com.au prior to returning goods to make an informed decision. Items must be returned in their original packaging and still be in an unused and saleable condition. Goods returned without these conditions met may not be able to be refunded. Once we receive the item back, we will be in contact to discuss your refund or exchange.
What if the product is faulty or incorrectly delivered?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, please get in touch so we can help resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 14 days from date of dispatch.