FAQ

General

Q: Do you have a store, and where is it?

A: We have a display showroom at A9 / 2A Westall Rd, Clayton VIC 3168. You can search “Leading Catering Equipment” in google map. Please note order collection will be done from local warehouse depends on which state, but not from the Clayton showroom.

 

Q: What are your business hours?

A: Our showroom opens from 9am to 5pm Monday to Friday.

 

Q: Do you buy back 2nds equipment?

A: Unfortunately, we do not buy back old equipment.

 

Q: Can I speak with someone?

A: You are more than welcome to contact us on landline or via website live chat. Our phone number is 03 8657 3937 for all VIC and TAS customers and 02 8859 1888 for all other states. Our sales team will be more than happy to help you with your inquiry during business hours. Offline message can still be sent via live chat off business hours, one of our sales team members will get back to you next business day.

 

Q: Do you speak other language than English?

A: Some of our staff can speak Mandarin / 中文, but other than that English is the preferable language.

 

Q: Can I get a quotation for ordering?

A: Sure can, simply email us the list of products you are interested in and your post code to sales@leadingcatering.com.au, so we can include the freight charge in your quotation. Your request for quotation usually will be replied in the same business day. 

 

Q: Do you supply spare parts?

A: Sorry, we only help to source spare parts for our existing customers that goods were purchased from us.

 

 

Orders

Q: Is the unit in stock?

A: Most of items are shown in stock on the website, but there is a very few occasion that stock are backordered but still shown in stock in our website. The best way is always to check with our sales support team on the live chat. In case of out-of-stock situation, generally we will offer alternative models and provide new stock ETA etc.

 

Q: What kind of payment methods do you accept?

A: Bank transfer, Paypal, Credit Card payment, Zip Pay, Silver Chef, Geared Finance.

 

Q: How do I order?

A: Order can be done directly online, simply add the items to your cart and check out. Alternatively you can send your purchase order to sales@leadingcatering.com.au to place your orders.

 

Q: Do you offer discount for bulk orders?

A: Further discount might be offered for bulk orders. The best way is to conatct our sales team on

 

Q: How can I pick up my order?

A: Pick up options are available, our suppliers have warehouses in different state, pick up details can be inquired on the phone or via live chat.

 

Q: Can I see the item before purchase?

A:  Some items are displayed at our VIC Clayton showroom, but unfortunately, we cannot physically display everything in our showroom. So, it will be best to check with our sales team via live chat or via phone calls to check if the item you want to see is available for inspection.

 

Q: I need to cancel my order, what do I do?

A: If you just placed your order online and for any reason that you would like to cancel it, please contact us on sales@leadingcatering.com.au ASAP in writing to request your order cancellation.

Once the items left our warehouses, the freight fee is not refundable. Additional postage fees may apply for re-delivery or re-direction requests. Restocking fee maybe applicable.

 

Q: How to track the orders?

A: You will be provided all tracking details via email once your order is dispatched. 

 

Q: When will I receive my order?

A: It will depend on where you located and where is the stock stored as our suppliers have warehouses in different states. The best way is to check with our sales team via live chat or phone call. Generally speaking, delivery to the same state is usually 2 – 4 business days for metro area.

 

Q: Where can I find the product dimensions?

A: In the product page, next to the “Details” tab, there is a tab called “More Information”. Information includes Product dimensions can be found here.

 

Q: Does installation included in your price?

A: Most of our products are simply plug in or ready to use, thus no installation is required.

For gas equipment, you will need to engage with a licensed plumber for installation, we are not qualified plumber service provider.

 

Q: How long will it take for delivery?

A: It will depend on where you located and where is the stock stored as our suppliers have warehouses in different states. The best way is to check with our sales team via live chat or phone call. Generally speaking, delivery to the same state is usually 2 – 4 business days for metro area.

 

Q: How much does it cost to ship to me?

A: You can always add the item to your cart, and in the checkout page with your address entered, the estimated freight charge will be quoted before it enters the payment page.

 

Q: What does Kerbside delivery means?

A: Kerbside delivery means that items will be delivered to the nearest kerbside at the address specified. Our freight drivers will position their vehicle as close as possible to the delivery address and unload the goods into a spot on the kerbside that is safe.

Door to door delivery maybe available upon request and will often result in extra cost, feel free to inquiry via our live chat and phone lines.

 

Q: Do you sell and service overseas?

A: Sorry, we only sell and service Australian customers.

 

Q: Can I pick up my order?

A: Pick up options are available, our suppliers have warehouses in different state, pick up details can be inquired on the phone or via live chat.

 

Q: Do you help to remove old equipment?

A: We do not buy back old equipment. Private driver contacts might be available upon request for removal of old equipment at the own cost of the customers.

 

Q: What happen if I miss the delivery?

A:  You will need to contact the Courier Company to arrange the re-delivery. If you were not there when you have been notifying the delivery date, you may be charged a re-delivery fee.

 

Q: Can I specify a delivery time?

A: We use third Party courier for its delivery services. Delivery times and delivery dates quoted are estimates only, standard delivery times are Monday to Friday 9:00am to 5:00pm.

 

Q: Only parts of my order has been dispatched or delivered, will I receive the additional goods I orders?

A:  Sometimes the items you’ve ordered are stored in deferent warehouse around Australia. To get your order to you as quickly as possible, we often dispatch the items separately.

 

Warranty, Returns & Refunds

Q: Does the equipment come with a warranty?

A: All brand-new products come with minimum 12-month warranty. Products come with 2,4 or even 5 years warranty, depending on the brand and supplier, detailed warranty condition is included in the product description.
Showroom clearance stock and 2nds item which has been heavily discounted will only come with 1-6 months warranty, this will be detailed in the product's description.

 

Q: I just received my item, and it is damaged. What do I do?

A: In case of your product was damaged during the transportation, please inform us ASAP. Please note that photographic evidence of the damage or fault must be emailed to sales@leadingcatering.com.au within 3 days of receiving the product. We will help you to investigate options.

 

Q: My unit is not working, what do I do?

A: If you wish to make a warranty claim for any product you have purchase, please email a description of the fault along with the photo evidence to sales@leadingcatering.com.au within the warranty period.

 

Q: I need to cancel my order, what do I do?

A: If you just placed your order online and for any reason that you would like to cancel it, please contact us on sales@leadingcatering.com.au ASAP in writing to request your order cancellation.

Once the items left our warehouses, the freight fee is not refundable. Additional postage fees may apply for re-delivery or re-direction requests. Restocking fee maybe applicable.

 

Q: Why is there a restocking fee?

A: Restocking fees are fees charged when an item is returned to the seller. Most suppliers charge 20-30% restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.