FAQ's


How do I login to my account?

To login, click the ‘Login’ button on the top right hand side of the page, enter your login id and password and select 'OK'.

 

What do I do if If I have forgotten my login or password?

If you have forgotten your password, click the 'Login' button at the top right side of the page and select 'forgot my password'.  Compass will send you an email with a temporary password to access your account.

If you have forgotten your login and password, call Compass on 02 4774 9222 and we will reset your password over the phone.

 

Do I have to register to order online?

No.

 

What are the benefits of registering to use the online ordering?

Registering is an amazing function with a number of benefits:

  • Your details will be stored in our system, which means you won't have to re-enter them each time you make a purchase, speeding up the process and making it easier for you.
  • You will have access to our Fast Shop option enabling you to view your past orders and add them to your cart in one click.   This saves you a lot of time by not having to add the items individually.
  • You recieve early notification of product specials and promotions with exclusive access to great deals.

 

How do I place an order?

There are a few ways you can place an order with us:

  • Phone:

You can phone our our office on 02 4774 9222 and leave your order with one of our friendly Compass staff.

  • Online:

(a)  If you are registered, login to your account, go to the products page, click 'add to cart' for the items you require and proceed to 'Checkout' to review and finalise your order.

(b)  If you are not registered, go to the products page, click 'add to cart' for the items you require, proceed to 'Checkout' to add your business details and review and finalise your order.

 

Is there a minimum order value?

Yes. The minimum order value (including shipping & GST) is $99. This allows us to apportion the shipping cost over a larger basket of goods, thereby reducing the amount payable by our customers & guaranteeing the most competitive prices.

 

Do I have to be a restaurant to order?

No.  Our products are sold to a range of businesses, including cafes, hotels, take away shops, fast food outlets, clubs, pubs, bistros, coffee bean distributors, car wash businesses, cleaning contractors, education providers, catering companies, child care centres, corporate offices and more!  Compass would be happy to welcome you to our family of customers.

 

How do I get a tax invoice?

Once your order has been processed, we will email you a tax invoice and the original copy will accompany your order.

 

What payment methods do you accept?

We accept Visa, Mastercard, PayPal, electronic funds transfer (EFT) and cheque.  Payment must be settled in full at the time of delivery.

 

How do I make payments with PayPal?

Paypal is a universally recognized payment method, which offers safety and security. To pay using Paypal, select the 'PayPal' option at the 'Checkout' screen. You will then be redirected to PayPal’s website to complete the transaction. If you have an existing Paypal account, you will be prompted to enter your username and password and finalise the payment.

 

How long does delivery take?

Compass endeavours to deliver your goods to you as soon as possible.  As a general guideline on delivery times, please see the below timeframes.  To obtain a more accurate estimate of your delivery date, please call our friendly Compass staff on 02 4774 9222.

For all orders placed before 4pm:

Sydney CBD and metro areas  =  1 working day

Regional NSW  =  1-2 working days

Interstate capital cities  =  1-2 working days

Interstate metro areas  =  2-3 working days

Interstate regional areas  =  4-5 working days

 

Can you deliver to a PO Box?

Unfortunately, we cannot deliver to a PO Box.  Please refer to 'What if my business is not open when the goods are delivered?'.

 

How can I check the status of my order?

If you have not received delivery of your order within our standard timeframes (please see 'How long does delivery take?'), we encourage you to contact one of our friendly Compass staff on 02 4774 9222.

 

What if my business is not open when the goods are delivered?

If your business is not open during normal business hours (Mon-Fri, 9am-5pm), you will need to provide alternative delivery instructions at the time of placing your order.  This could be your authority to leave the delivery at a safe place on your premises, permission to deliver to a neighbouring business or a residential address.  A failure to provide alternative delivery instructions may result in delays and the imposition of re-delivery fees if we are required to attempt additional deliveries.

 

Is there a warranty with the products?

Yes. If the goods received are defective, a full refund or replacement will be provided..

 

My question hasn't been addressed above. What do I do now?

Compass staff are available to assist you in whatever wway they can.  We encourage you to call our office on 02 4774 9222 within standard business hours so we can address any questions or concerns you may have. 

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