Who do I contact if I need help? 

Our team is available Monday–Friday, 8:00am–4:00pm (excluding public holidays).

If you’re unsure who to contact, please reach out to our Client Services Team and we’ll direct your enquiry to the appropriate team.

Orders

How do I place an order?
Simply log in to the portal, browse products, add items to your cart, and proceed to checkout to submit your order.

Is there a minimum order value?
Yes $550 excluding GST, if you can’t hit this level don’t worry their will be a small fee of $35 to get your order delivered

Can I place orders outside of business hours?
Yes. The portal is available 24/7, allowing you to place orders at any time but please note that cut off is 12pm Monday-Friday. 

How do I view product pricing?
Once logged in, you’ll see the pricing applicable to your account for all available products.

Can I view my order history?
Yes. Previous orders can be viewed through the order history section of the portal.

What should I do if I can’t find a product?
If a product is unavailable or not visible, please contact our Customer Services team for assistance

Can I save favourite or frequently ordered products?
Yes. Use the favourites feature to quickly access products you order regularly

How often is product information updated?
Product availability and information are updated regularly to provide the most accurate details possible.

Can I amend or cancel an order after submitting it?
Please contact Customer Services as soon as possible. Changes may be possible depending on the stage of processing.

Will I receive an order confirmation?
Yes. An order confirmation will be sent once your order has been successfully submitted.

Deliveries

What is the freight breakdown?

Fuel Recovery Cost: Due to the Middle East crisis, we have a standard fee of $12.50 that is applied to all orders regardless of volume, this will be removed when diesel hits prewar pricing levels of circa $2 per litre

What is the delivery timeframe? 
Our order cut off is 12pm Monday-Friday and we aim to deliver within 24-48 hours depending on your location. Rural areas can expect an extra day for delivery.

Please also note - we experience high order volumes at the start of the month and during peak times e.g. long weekends, Christmas and New Years which can cause small delays to deliveries.
 

How do I track the status of my order?
Order updates can be viewed via the link sent with your pack slip. When the order has been picked and packed, normally less than 24 hours post order

How do I report damaged, missing or incorrect goods?

If your order arrives damaged, contains shortages, or does not match what was ordered, please contact Fedclaims within 24 hours of receiving your order fedclaims@federal.nz with the below details:

• Order/Invoice number
• Details of the issue:
• Photographs of any damaged goods or packaging where applicable.

How do I change my delivery address?

Once you’re ready to checkout, please select via the ship to option and select the correct address.

Account 

What if I forget my password?
Select “Forgot Password” on the login page and follow the prompts to reset your password.

Can multiple users access the same account?
Depending on your account setup, multiple users may be able to access the portal. Contact Client Services via Livechat, email clientservices@federal.nz and phone 09 578 1823 Option 1 Monday-Friday 8am-4pm if additional users need access.
 

How do I add an address to my account?

Please send an email to receivables@federal.nz who will update this accordingly within 3business days. 

Why has my account been put on credit hold?

If you seen a message to say your account has been suspended or put on a credit hold, it may be because you have an outstanding balance. Contact us on 09 578 1823 option 3 to speak to our accounts department.

How can I pay my invoices?

You can pay your invoice on our portal using STRIPE

Credit or Debit Card (2.5% Surcharge incurred) subject to change

Bank Transfer:

Our bank details below:

Bank – ANZ

Branch – Queen Street

Account Number: 01 – 0277 – 0801874-00

GST #: 78-631-198

Please use your Invoice/Customer number as the reference when making payment.

Bank Transfers: Please allow up to 24 business hours for funds to clear before your account is released.

How do I change my billing email address?

The easiest way to change your billing address is to send an email to our accounts department at receivables@federal.nz. Please include your customer number so this can be actioned accordingly.

What is my customer number?

Your customer number is the 4 digits starting with the letter C, that we use to identify your account and details. You can find this number at the top of any Federal page and on all your invoices and statements.

Is my information secure?
Yes. We take the security of customer information seriously and use secure systems to protect your data.

How do I set up my account my account on-line or apply for a new account.

If you’re a new customer, click register and complete the required details. Our team will verify your information and send you a confirmation email once access has been set up. Please allow 3-5 business days for this set up OR simply click ‘contact us’ and fill the relevant information and our team will be in contact within 3 business days. Our Business operating days are Monday – Friday 8am-4pm (NZT), excluding public holidays.