Frequently Asked Questions...
Do you deliver outside of Australia?
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How much does delivery cost?
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How long does delivery take?
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What payment methods do you accept?
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Do I need to register before I place an order?
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How do I track or view my orders?
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I have forgotten my password
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Frequently Asked Questions...
Do you deliver outside of Australia?
Purchases via the UES Hardware customer portal are currently only available within Australia. Customers in New Zealand can still compile a list of products in the product cart, which can be exported as a CSV file and submitted via an online form for pricing and availability.
How much does delivery cost?
Delivery and freight costs are dependent on your location and order. Metro and regional freight costs vary so we recommend using the freight estimate feature in the cart screen.
How long does delivery take?
Generally, customers can expect their order within 3 days of their order being processed.
Where can I click and collect my order from?
Pick up, or click and collect, is available from any of our UES Hardware branch locations. Branches per state, are currently located below:
- NSW – Unit 1/369 Victoria St, Wetherill Park NSW 2164
- QLD - 1-3/36 Pritchard Road, Virginia QLD 4014
- VIC - Unit 3 9-11 South Link, Dandenong Sth VIC 3175
- WA - Unit 5, 156 Kewdale Rd, Kewdale WA 6105
- NT - 3 & 4/ 5 McKenzie Place, Yarrawonga NT 0830
- SA - 2/513 Grand Junction Road, Wingfield SA 5013
- NZ - 102 Onehunga Mall, Onehunga, Auckland, 1061, NZ
Is there a real person I can speak to?
Sure thing; we have experienced UES Hardware staff across Australia and New Zealand ready to help with your enquiry. Simply contact us on +61 1300 00 1904 and select from the options that are presented to you.
Orders can be returned, subject to the UES Hardware Refunds and Returns Policy. We encourage customers to contact us before visiting a UES Hardware branch to ensure your return meets eligibility requirements per our Returns Policy.What payment methods do you accept?
Guest users, casual users and COD account users can complete their purchase via Visa or Mastercard credit cards only. Trade account users can pay the balance of their trade account via Visa or MasterCard credit cards or by direct deposit. When paying by direct deposit, please remember to include your bank receipt reference when submitting your payment.
Do I need to register before I place an order?
No, customers can complete a purchase as a Guest anytime. Registering as a casual user providers customers with access to handy features like:
- Creating a favourites list
- Viewing your order history
- Updating your personal details
- Updating your preferences
- Updating your delivery address
- Changing your user password
Trade account customers are encouraged to register for an online trade account to provide you access further features including:
- Access to trade pricing
- Viewing stock availability
- Viewing your order history
- Updating your personal details
- Updating your preferences
- Changing your user password
- Creating draft orders
- Creating order templates
- Bulk importing orders
- Approving orders
- Viewing account statements online
- Managing your trade account balance online
How do I track or view my orders?
Customers can view their order history by logging into the Customer Portal and clicking Order History from your Dashboard or by hovering over the Dashboard link at the top right-hand corner of the page, before selecting Order History.
In the Order History screen, customers can search for previous orders, view the specific line items on an order, review the delivery address listed and who entered the order into the site.
How can I reset my password?
If you’ ve forgotten your password, simply click here to reset your password, or click the Login button from the right hand corner of the screen. From here, you can select Forgot your Password.
You’ ll be prompted to enter the email address you registered your trade or user account with.
How do I change an existing order?
To make changes to an existing order, customers must contact our Customer Service team via email with your order number and details of the changes to the order. Get in touch by calling 1300 00 1904 or emailing support@ues-hardware.com.
Note, if the order has already been dispatched, changes to the order can only be made once the goods are received. Any returns or exchanges are subject to the UES Hardware Refunds and Returns Policy. We encourage customers to contact us before visiting a UES Hardware branch to ensure your return meets eligibility requirements per our policy.
How do I contact UES about a missing component or incorrect order?
Should you receive an incorrect order, customers must contact our Customer Service team via email with your order number and details of the changes to the order. Get in touch by calling 1300 00 1904 or emailing support@ues-hardware.comCan I change the details of a user profile once I’ ve registered?
Casual Users:
Casual users can update their delivery address online anytime via their Dashboard, under Update Delivery Address.
Trade Account Users:
If you have entered the incorrect details when registering for an online trade or COD account or need to update your user profile details, please contact our Customer Service team on support@ues-hardware.com.
Details captured when registering for a trade account include:
- Name
- Email
- Phone number
- Company
- Customer Account Code
What can I see in my Customer Dashboard as a Trade or COD customer?
Trade and COD customers have access to a broad range of functionality online, including backorder information, account statement access and pay account functionality. For full details on what can be accessed online, watch our Customer Support Series.Can I have more than one user for my business?
Business can register more than one user to manage your trade account online. In fact, users can be provided with different access relevant to their responsibilities within your business.
What trade account user types are available in the customer portal?
There are 3 profile types available to trade account users and 2 profile types available to COD users to manage their account online with UES Hardware. Each provide different levels of access relevant to their responsibilities within your business.
Business User
- Browse products and download CAD files
- Create draft orders and place orders
- Create and manage a favourites list
- Create order templates
- Track existing orders and view order history
- Complete order imports
- Approve orders
- Manage invoice and account payments
- Reprint invoices
- Update customer information and preferences
Accounts
- Manage invoice and account payments
- Reprint invoices
- Update customer information and preferences
- Browse products and download CAD files
- Create and manage a favourites list
- Track existing orders and view order history
Procurement
- Browse products and download CAD files
- Create draft orders and place orders
- Create and manage a favourites list
- Create order templates
- Track existing orders and view order history
- Complete order imports
- Approve orders
How do I reprint an invoice?
Trade account customers can reprint an invoice from their Dashboard, available under the Order History or Pay Account features. To reprint an invoice, select the checkbox ‘ Reprint Invoice’ next to the corresponding order and select the ‘ Request Selected Invoice(s)’ button. You’ ll be prompted to an email address to receive a pdf of your selected invoices.
Are pre-packs available online?
Pre-packed UES Hardware products are not universally available online just yet. Our team is working to continue to upload new products each month and will advise our customers when pre-pack goods are available for sale online.
Looking for more support?
Access your copy of the UES Hardwware Customer Portal User Guide
 The UES Hardware Customer Portal Guide provides a detailed explanation on the primary functions available to guest profiles and registered casual user and trade account customers. From learning how to navigate the site, to bulk importing orders, our handy guide will support your through each of the functions of the customer portal. View or download a copy of the UES Hardware Customer Portal User Guide here for easy reference.
Customer Portal User Guide
Browse our Customer Support Series online now
 Looking for a video guide on how to use the functionality of the UES Hardware Customer Portal? Access our Customer Support Series for step by step guidance on how to use each of the modules contained within your Customer Portal when you need it most.
Haven't found a video on a topic you need more support with? Let us know here.
Access the Customer Support Series
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