Customer Frequently Asked Questions (FAQ)
At Iplex, your success is our priority. Explore our tailored FAQs for valuable insights to support your business journey with Iplex.
When can I expect my delivery?
The delivery schedule at Iplex is designed to accommodate the extensive range of areas we cover. Here's what you need to know:
Each suburb and region is allocated specific days of the week for deliveries. After your order has been processed, you will receive a Sales Order Acknowledgement via email. This document will include the planned delivery day for your order.
If you wish to track your order's progress, please refer to the question "How can I track my deliveries?"
If you're yet to place an order and would like to find out which days we travel to your desired location, contact our helpful Customer Service Representatives at 1300 047 539 (Merchants) or 13 10 86 (Civil) and provide the postcode or suburb name.
Where can I locate proof of delivery for my orders?
Obtaining proof of delivery documentation can be done through two convenient methods:
- Iplex Connect Portal: To access delivery documents, head to the "My Orders". Log in or register for an account using the button provided below. Upon logging in, navigate to the "Past Orders" tab. From there, you can easily download proof of delivery documents for any completed orders.
- Request via Customer Service: Alternatively, you can request these documents to be sent directly to your preferred email address. Reach out to our Customer Service Representatives at 1300 047 539 (Merchants) or 13 10 86 (Civil), and they'll be more than happy to assist.
Where can I find my account number?
Customers can easily find their account number on various financial and order documentation. It can be located on invoices, statements, sales order confirmations, or proof of delivery documents. If you are unable to locate your account number on these documents or have any difficulty, please call us at 1300 047 539 (Merchants) or 13 10 86 (Civil) to speak to one of our customer service team members.
Does Iplex offer a direct to site delivery service?
Yes, Iplex does offer a direct-to-site delivery service for your convenience. Please note that there may be additional freight or site charges associated with this service. If you have any further questions or would like to inquire about the specifics of our direct-to-site delivery options, please call us at 1300 047 539 (Merchants) or 13 10 86 (Civil) to speak to one of our customer service team members.
What should I expect if I receive a backorder confirmation after placing an order?
Occasionally, due to unforeseen product demand, certain products might be on backorder for a short time. If a backorder confirmation is received, rest assured that our team is committed to fulfilling your order as soon as possible.
You can anticipate receiving information about the estimated restocking date or delivery timeframe. We understand the importance of timely orders and offer you the flexibility to cancel products off your order if the waiting period surpasses your anticipated delivery timeline.
It's important to note that there's an exception for made-to-order items. Once production of a made-to-order item is underway, cancellation becomes unfeasible. This detail is provided at the bottom of all Sales Order acknowledgments that are sent out once your order has been processed.
Who should I reach out to if I encounter or identify something unsafe?
Your safety is our priority. If you have any questions or concerns speak to one of our Customer Service Representatives at 1300 047 539 (Merchants).
Who should I contact for technical queries about Iplex products?
We are here to help. You can contact our team via email: productsupport@iplex.com.au or you can contact our Customer Service team via phone at 13 10 86 (Civil) or 1300 047 539 (Merchants).
Where can I access a product catalogue featuring a particular Iplex product range?
To discover specific product information go to our "Technical Guides". There, you'll find detailed information related to our diverse range of products.
If the information you're looking for isn't available, get in touch with our Product Support team productsupport@iplex.com.au. Our dedicated team will be happy to assist you further.
What safety equipment do I need for collecting from an Iplex site?
At Iplex, the safety and well-being of both our employees and customers are paramount. To ensure a secure environment, we have established a set of requirements that encompass safety attire, suitable vehicles, and more. For comprehensive guidance on safely collecting items from our sites, we recommend reviewing the Iplex Site Guidelines.
Should you have any additional inquiries, please speak with our Customer Service Centre at 1300 047539 IPLEX (Merchants) or 13 10 86 (Civil).
I have a preferred freight company; can I use my own freight company for the delivery of my order?
If you prefer to use your own freight company for the delivery of your order, we can assist you in organising this. To facilitate the process, we'll need the following information:
- Contact Number for the Freight Company.
- Company Name of the Freight Company.
- A current Business Account Number with the Freight Company.
- Please specify if the transport company will be collecting the goods from our site or if you require Iplex to deliver the goods to them.
- In either case, provide the end delivery address where you want the goods to be delivered.
Once you have these details ready, please get in touch with us, and we'll ensure a smooth coordination with your chosen freight company for the delivery of your order. If you have any questions or need further assistance, feel free to reach out to our customer support team at 1300 047 539 (Merchants) or 13 10 86 (Civil)
How can I collect my order from Iplex?
Iplex provides a convenient collection service for customers at our distribution centres. You can find out distribution locations and site collection guide below.
Download the site collection guide
Should you wish to request a collect order or if you have any other queries, contact our Customer Service Centre at 1300 047 539 (Merchants) or 13 10 86 (Civil).
Is someone required to be on site for a delivery?
Yes, for both site and store deliveries, Iplex requires someone to sign for the receipt of goods. This protocol is in place to mitigate potential risks and ensure that deliveries are thoroughly inspected for both quality and quantity by the recipients.
In instances where having someone on site for the delivery is challenging, we appreciate your proactive communication. Kindly notify our Customer Service team at 1300 047 539 (Merchants) or 13 10 86 (Civil) before the scheduled delivery date. This will enable us to reschedule the delivery to a more suitable date, accommodating your needs effectively.
What should I do if I receive incorrect or damaged items in my delivery?
If your delivery includes incorrect or damaged items, we're here to swiftly resolve the situation.
Please take the following steps:
- Contact Us: Reach out to us immediately either by phone at 1300 047 539 (Merchants) or 13 10 86 (Civil), or by sending an email to the Credit Support team at creditclaims@iplexpipelines.com.au.
- Report and Create a Credit Claim: Our dedicated staff member will assist you in reporting the incident and creating a credit claim. This claim initiates an investigation into the matter.
- Resolution: After thorough investigation, the appropriate action will be taken to rectify the situation. At Iplex, we prioritize efficiency and strive to swiftly resolve issues involving damaged or incorrect items in a delivery.
How can I access the pricing of Iplex products?
Obtaining proof of delivery documentation can be done through two convenient methods:
- Iplex Connect Portal: To access delivery documents, head to the "My Orders". Log in or register for an account using the button provided below. Upon logging in, navigate to the "Past Orders" tab. From there, you can easily download proof of delivery documents for any completed orders.
- Updated Price List Request: Iplex account holders also have the option to request an updated price list to be sent via email. This can be initiated through our dedicated Customer Service team or your designated Sales Manager.
- Contact Your Sales Manager: If you're uncertain about your Sales manager’s contact, refer to the "Accounts" (link) category within our FAQs. There, you'll find the question "Who is my Sales manager?" to help you pinpoint the right person to reach out to.
- Contact Customer Service: For immediate assistance, contact our Customer Service team at 1300 047 539 (Merchants) or 13 10 86 (Civil). Provide them with the product code or description, and they will promptly supply you with the cost to the best of their ability.
What are Iplex’s Safety Rules?
Iplex's Safety Rules are centred around our core values, with 'Protect' as our safety value. This principle underscores our commitment to preventing all injuries and taking proactive measures in every aspect of our operations.
Our Safety system is compliant with Australian/New Zealand legislation, Codes of Practice and National/International Standards, including AS4801:2000 - "Occupational Health and Safety Management Systems"; and IS014001:1996 - "Environmental Management Systems. Learn more about lplex’s commitment to safety.
Where can I find product installation guides?
Product installation information can be found in the relevant technical guides. These guides provide you with comprehensive information on how to properly install and use our products.
If the information you're looking for isn't available, get in touch with our Product Support team productsupport@iplex.com.au. Our dedicated team will be happy to assist you further.
Where can I access specific product technical guides?
Iplex offers a diverse selection of technical product guides. Select "Technical Guides" to find comprehensive information which will assist you with your specific product queries.
Where can I explore the Iplex product range?
We have a large selection of quality pipe systems and fittings, catering to both domestic and commercial applications. View our comprehensive product range here.
Who is my designated Sales Manager?
To identify your dedicated Sales Manager associated with your trading account, you can access the Iplex Connect portal.
- On the top right-hand side of the Dashboard page, you'll find the name and contact details of your specific Sales Manager.
- If you do not already have an Iplex Connect account, register today (link).
- The portal serves as a valuable resource for promptly connecting with your Sales Manager for any assistance you may require. Alternatively, you can contact us at 1300 047 539 (Merchants) or 13 10 86 (Civil).
How do I track my deliveries?
You can easily track your orders, through an Iplex Connect account. You can either log in or register for an account.
Iplex Connect Portal: By logging in, navigate to the "My Orders" tab. Here, you'll find your order's status, estimated delivery date, and time. Some orders even provide real-time location tracking for added convenience. This information is accessible 24/7 through the online portal.
However, if the tracking information you require isn't available at the time of your inquiry, speak to our Customer Service Representatives at 1300 047 539 (Merchants) or 13 10 86 (Civil), and they will be more than happy to provide you with further assistance.