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Below are some of the most common questions we get. If you have any additional queries or concerns, feel free to contact our office and we can chat them through.
Services
▼ How can you guarantee quality management?
Run by a team of lifelong-learners, our management philosophy is to seek continuous improvement in the quality of processes, products, and services. It means we’re always looking for ways to improve our offerings.
▼ I have a complaint. Who can I talk to?
Sorry to hear that. We take all complaints and concerns very seriously. If there’s something you think we could do better, please email us at sales@vitalpackaging.com.au and let us know — we appreciate all feedback and do whatever we can to ensure our customers love coming back to Vital.
▼ What’s your refund policy?
As is standard, we don’t provide refunds if you simply change your mind or make a wrong selection. However, exchanges and refunds will be given where goods are faulty, incorrectly described, different from a sample shown, or don't do what they are supposed to. If you feel like your packaging products from us aren’t up to scratch, let us know — you’ll just need to show your sales receipt as proof of purchase.
Vital Packaging Accounts
▼ What’s the difference between a Customer Account and a Trading Account?
A Customer Account allows anyone to place an order with us. It’s ideal for smaller orders, or those wanting to buy packaging goods on an as-needed basis. A Trading Account can be opened by anyone but is designed for businesses and organisations who have ongoing, extensive packaging needs.
▼ Do I have to set up a Customer Account to place an order online?
Yes — it’s simple! Just click on the “register” button and fill in your info. It means you can easily place an order with us in the future.
▼ How do I set up a Trading Account?
Call one of our friendly team on 9434 6766 and request a Credit Application Form. Once they email it to you, simply fill it in and send it back to us. If approved, we’ll let you know and set up the account on your behalf.
Orders
▼ Is there a minimum spend?
No, we can set up a trading account for you, or you can order on a cash-basis.
▼ I want to order something specific but I don’t think you have it. Will you order it in for me?
Yes! We’re one of the largest packaging suppliers in WA, so it’s unlikely we won’t have something you’re looking for. If you can’t find an item online, contact us and we’ll let you know if we stock it (we might have just temporarily run out). If we don’t have an item in stock, we’ll do our best to make a special order for you.
▼ I always buy the same items. Can I organise repeat orders?
Yes. Vital keeps a full history of past orders for Trade customers, so we know what you’ve purchased and when. To duplicate your last order, please call us.
▼ Do you offer bulk discounts for large orders?
Yes! Even with our competitively low prices, we offer bulk discounts for large orders that qualify for a discount. If this might be you, contact us for a custom quote.
▼ I saw the same item you have somewhere else, but cheaper. Do you price match?
Yes — excluding sale items and promotions. Simply show us the item with proof of its lower price, and we’ll match it.
Delivery
▼ How long does delivery take?
On average (and provided stocks are available), Perth Metro delivery takes around 1 – 2 business days and interstate packages arrive between 3 – 5 business days. Of course, sometimes there are factors outside our control which will impact these times. If we can foresee some kind of delay, we’ll let you know about it.
▼ What do you charge for delivery?
Delivery costs align with Australia Post charges. Alternatively, you can visit the Australia Post website for a predicted calculation of your order.
▼ Do you deliver outside of WA?
Definitely! We can post goods using public services (such as Australia Post) or arrange delivery via your/our designated transport company.
Other
▼ What payment options are available?
In store, you can pay via cash, EFTPOS, Visa Card, Master Card, Cheque, and Electronic Fund Transfer (EFT).
▼ I’d prefer to shop in-person, do you have a store?
Yes — come and visit our friendly, knowledgeable staff! Our showroom is located in Canning Vale, south of the Perth CBD. You’ll find us at 3-5 Vulcan Road, Canning Vale, 6155.
▼ Can you organise personalised products?
Yes, we can organise products that feature a custom design. For example, if you’re a business owner, this could be branded bags or cups.
Supporting the Environment
▼ What do you do to support our environment?
Vital is at the forefront of environmentally-friendly packaging solutions. We make every effort to adopt responsible packaging management and create positive habits in the industry. You can read more about Vital’s eco-efforts on our About Page.
