FAQ's

Frequently Asked Questions: 

1. Accounts & Login

Q: Do I need an account to order online?
No—anyone can shop as a guest. However, customers with a Trade Account receive contract pricing, invoice charging, and access to additional features once logged in.

Q: I already have a trade account with NCS. How do I log in online?
If you hold an existing account with us but haven't used the online portal yet, select  Trade Login and use the forgot password function using the email address we have on file for you. This will directly link you to your Trade Account with us

Q: I’ve forgotten my password. What do I do?
Click “Forgot Password” on the login page to reset it instantly. If your email isn’t recognised, contact us and we’ll help.

2. Pricing & Trade Discounts

Q: Will I see my trade pricing online?
Yes. Once logged in as a Trade Customer, your custom pricing and discounts will automatically display across all products.

Q: Can I see my account balance or past invoices online?
Yes. Trade Portal users can view:

• Account balance
• Past invoices
• Order history
• Statements

Q: Are online prices the same as in-store?
Yes, but trade customers may see additional discounted or contract pricing once logged in.

3. Placing Orders

Q: Can I place orders online using a purchase order number?
Yes. If you are a trade customer, simply enter your PO number at checkout.

Q: Can I save an order and finish it later?
Yes. Use the Saved Cart feature to build orders over time, then complete checkout when ready.

Q: Can multiple team members from my business place orders?
Yes. We can set up multi-user access linked to the same account. Each user can have their own login and permissions.

Q: Can I repeat a previous order?
Yes. In the Trade Portal, go to Order History, select a past order, and click “Reorder”.

4. Delivery & Click & Collect

Q: What are your delivery options?
We offer:
✅ Local Delivery (Whangārei & Northland) via our delivery fleet
🚚 Nationwide Courier Delivery
📍 Click & Collect from our Whangārei store

Q: When will my order be delivered?

• Whangārei deliveries: Same or next business day
• Northland runs: Set delivery schedules by region (see Delivery page)
• Nationwide courier: 1–3 business days

Q: Can I track my order?
Yes. You will receive email notifications and tracking details where applicable from the Cash Sale website. Trade portal customers will receive their order on the next avaible delivery run.

5. Back Orders & Out of Stock Items

Q: I ordered an item that is out of stock. What happens next?
This will fall back to Back-Order and we will specifically order this product in for you.

Q: When will my back order arrive?
Backorder ETA varies by supplier. Once your order is placed, our team will endevour to get it to you as soon as possible. if there are extending delays, one of our tema will be in tocubn to discuss options.

Q: Do I get charged for backorders?
Trade accounts are only charged once goods are shipped. Online card payments are charged at time of checkout, but backorder freight may be covered by us or added at dispatch depending on order size.

6. Payments, Invoicing & Account Management

Q: Can I pay my account online?
Yes. You can pay through the Trade Portal or via the link on your statement.

Q: How do I view or download past invoices?
Go to Trade Portal → My Account → Invoices to view, print or download any invoice.

7. Returns & Exchanges

Q: What if I ordered the wrong product?
Contact us within 7 days for returns or exchanges. Products must be unused and in saleable condition.

Q: What if a product arrives damaged or faulty?
Notify us within 48 hours and we’ll organise a replacement or credit.

8. Technical Website & Portal Issues

Q: The website isn’t showing my trade pricing. Why?
Ensure you are logged in to the Trade Portal. If pricing still looks incorrect, contact us and we’ll refresh your account settings.

Q: I can’t log into the Trade Portal.
Check your email and password, or reset via Forgot Password. If you still can’t log in, our team can manually reset your access.

Q: The product I normally buy isn’t showing online.
Some specialised or bulk products are not listed online. Contact us and we can add them to your account or process a manual order.

9. General Questions

Q: Where is your store located?
📍 35 Herekino Street, Whangārei
Open Monday–Friday.

Q: Can I still order by phone or email?
Absolutely — we’re always happy to assist by phone, email, or in branch if that suits you better.