Frequently Asked Questions

Please read our FAQ's if you have any questions.

We’re often asked similar questions about our gift products and services, so we’ve collected them all onto one easy-to-use page.

If you don’t see your questions answered, feel free to call us on (03) 9581 3666, or contact us.

Products


Where can I see your products?

All our products are on display at our Melbourne showroom located at 81 Tulip Street Cheltenham VIC 3192. Our showroom is open 9.00am – 5.00pm Monday – Friday by appointment only (excluding public holidays).

We would love you to visit! We have a fantastic team of representatives in each state. Please call us on (03) 9581 3666 to arrange a showroom visit or click on find a rep.


Why do I have to log in to view the products?

We are a wholesale company and deal strictly with retailers only, therefore we don’t allow members of the public to browse our product ranges or see our wholesale pricing. We only supply to registered businesses and an A.B.N. must be supplied to open an account and commence trading.


How do I request a login?

If you are a new customer: – complete a guest or trade account registration with your details. Guest access will allow immediate access to the full product offering without the ability to see pricing or order product. For full access to order product you will need to complete and submit a trade account registration form. Once we’ve reviewed your application, we will establish an account with credit and notify you when you are ready to begin shopping, usually within 3 business days of receiving your application.

If you are a current customer, and have forgotten or do not know your account details please call on (03) 9581 3666 or use live chat to speak with someone from customer service.

Ordering


How can I order online?

Once you have been notified that your trade account is active, you can use your email address and nominated password to access the website. If you’ve forgotten your password, you can reset it by using the “forgot password” function on the login page.

Step 1: Browse Products by Category or Range: Begin by navigating to these menus on the header of the menu bar. Click on your selection and browse the list of products available.

Step 2: Search products: Search for products by using the search text box at the top of the page.

Step 3: Add to cart: Under each item you can select the quantity you want by using the +/- next to the ‘Add to Cart’ button. You then need to click ‘add to cart’ and you can continue shopping. Please note that all quantities appearing in this box are minimum order quantities and can only be ordered in these multiples. Once the order value has reached our minimum of $300.00+ GST you can " Place Order" from the shopping cart.

Step 4: Checkout: Click on ‘Cart’ you then need to select a delivery date and add any comments. This can all be left blank if you have no special requests. When you are happy, click ‘Place Order’ to complete.

Step 5: The website will confirm your order has been received successfully for processing and you will receive a confirmation email with a copy of your order on the following business day.


Are there any other ways to order?

You can also order from Gibson in a number of other ways:

By phone: Please call us on (03) 9581 3666

By email: Please email your order to enquiries@gibimp.com.au

Sales Representatives: Please give us a call on (03) 9581 3666 or click here to find our rep that services your area

Showroom Visit: Our showroom is open 9am – 5.00pm Monday – Friday by appointment only (excluding public holidays). We are located at 81 Tulip Street Cheltenham and we would love to see you!


How will I know if my order has been received?

You will receive an order confirmation email at the conclusion of your order process.


How do I check the status of my order?

Once you have placed your order through this site, you will receive a confirmation email with an order number. To check any other details regarding your order, please contact our customer service team on (03) 9581 3666 or enquiries@gibimp.com.au


Payment


What payment types do you accept?

We accept Visa and MasterCard payment online and over the phone. If sending payment by cheque or Electronic Funds Transfer (EFT) please ensure you notify accounts of your customer number with a remittance so they can credit your account accordingly.


What are your Electronic Fund Transfer details?

Our details for EFT are as follows: Bank: Bank of Melbourne BSB: 333 038 Account Name: Gibson Importing Co. Account Number: 552384145 NOTE: Please include your customer number on the “message” of your payment.


How do I pay online?

You can pay online using your Visa or MasterCard or paying directly via EFT (please see details above). Please visit our payment page by viewing My Account.


What are your trading terms?

Our payment terms are strictly 30 days NETT from date of invoice. If you’d like to take advantage of this, please complete our credit application form. If a cheque is banked and insufficient funds are available, a recovery fee will apply. Please note: Any accounts falling outside 30 day payment period may have their credit facility removed, and no further orders will be processed.


What is your minimum order value?

Our minimum order value is $300 + GST and minimum order quantities appear in the QTY boxes next to the product on the website when logged in with trade account access.


Do the prices include GST?

No, our prices are wholesale prices and do not include GST.

Delivery


Which courier do you use?

Our main courier is Star Track Express. Order tracking is available at www.startrackexpress.com.au


How quickly will my products be delivered?

Order processing times will vary throughout the year. It normally takes 2-3 working days to dispatch your order in quiet months, and 7 to 10 working days in peak periods. We endeavour to keep the order processing time to a minimum. The transit time for orders to be delivered by Star Track Express is approximately 1-3 working days for VIC, NSW, ACT and SA, approximately 3-5 working days for QLD, and approximately 5-9 working days for WA, NT and TAS.


What is the delivery charge?

We deliver to all regions of Australia and enjoy very competitive freight rates. Freight delivery charges are typically between 3-10% of the order value. Freight is calculated and charged on the size, weight and destination of the order. Please note that there is no pick fee charged on backorders. The only freight charge is based on the destination and volume component.


Some items arrived damaged on delivery, what should I do?

We take extra care to pack all our items carefully, however, being giftware, items occasionally do get damaged in transit. If you find some of your stock is damaged on arrival, please be sure to report it in writing within 7 days of delivery. Email it to: enquiries@gibimp.com.au You must include your customer number, invoice number, quantity and product code of the damaged items before sending to us. We will let you know how to return the item or if we will send a replacement or alternatively, issue you with a credit note.


Are all the products on the website in stock??

Not all products displayed on our website are in stock. Our website is updated daily and items temporarily out of stock are indicated on the website with anticipated arrival dates. If your order includes items that are not in stock, these items will be put on backorder for you. Please remember that these dates should be used as estimates only as they might be subject to change by circumstances beyond our control.