TALK TO A HUMAN

— Desk detail

How to reach the trade desk (and get an answer in under an hour)

The trade desk is the reason this shop exists. It is staffed by people who have used the tools, it runs Monday to Friday 7am–5pm AEST, and it answers in under one business hour — usually inside twenty minutes. Whether you need a freight quote on a pallet, a warranty decision, a stock check on a model that isn't listed, or help working out which of two saws suits the job, this is the fastest route in.

Phone, email or the form

Three ways in, and each suits a different job:

• Phone 1300 967 546 — best for anything with a deadline: stock checks, freight quotes, a warranty decision before you buy a replacement, an urgent site issue. A human answers during trade desk hours; there is no phone tree.
• Email trade@workkitsupply.com — best when there are photos, a spec sheet, an ABN application or a PO to attach. Replies land in the same one-hour window.
• The form above — best for product questions and trade account applications. It lands straight in the trade desk inbox, not a marketing list, and every message gets a reply from a person.

Whichever way you use, include the order number if there is one, and the model number if you are asking about a tool. Those two details halve the time it takes us to answer properly.

What gets answered fastest

The desk answers roughly 120 questions a day. The ones that come back inside twenty minutes are the ones with detail: "I'm cutting 40 lineal metres of 90mm treated pine a day, is the 165mm track saw or the circular saw the right buy?" is a two-minute answer. "Which saw?" takes three emails before we can help.

Trade account holders get priority on the phone and a named contact instead of a shared inbox, which is why a trade account is worth setting up even if you only order monthly.

Freight and bulk quotes

Orders above a pallet — think 20 kits for a crew, a container load for a site, or a delivery that needs a crane or a forklift at the other end — are quoted per order rather than at the flat rate. Send the schedule, the delivery suburb and the date you need it there, and the desk comes back with a landed price including freight, GST and any dangerous goods handling for batteries over 100Wh.

Visiting the Truganina warehouse

Click & collect is free from 14 Kestrel Drive, Truganina VIC 3029, usually ready within 90 minutes during desk hours. Order online, wait for the ready email, then pull into the collection bay — you don't need to book a time. If you want to look at a tool before you buy it, ring first and we will have it on the counter. We are a warehouse, not a showroom, so there is no stock on display to browse.

After hours and weekends

The desk closes at 5pm AEST on weekdays and does not run on weekends, but the online store does. Orders placed after the 1pm cut-off are picked the next business day. If something goes wrong with a delivery after hours, use the order tracking page first — most "where is my parcel" questions are answered there — then message the desk and it gets picked up first thing.

Warranty questions outside hours can usually wait for the morning: nothing about a repair gets faster by ringing at 9pm, and the warranty page tells you exactly what to have ready before you call.

For everything else — freight rules, returns, GST invoices — the FAQ page covers the detail, and the AEG Australia site at aegpowertools.com.au carries official manuals and spec sheets if you are chasing a document.

Quick answers before you contact the trade desk

What hours is the trade desk open? Monday to Friday, 7am to 5pm AEST. The trade desk closes at 5pm sharp; orders placed after that are picked the next business day.

How fast does the trade desk reply? Under one business hour on email and the form, and usually inside twenty minutes on the phone. Trade account holders get priority.

Can the trade desk quote freight on a pallet? Yes. Send the schedule, delivery suburb and date and the trade desk returns a landed price including freight, GST and dangerous goods handling.

Does the trade desk handle warranty claims? Yes. A trade desk claim gets the pickup booked and the assessment started within two business days of the tool arriving.

Can I collect from the trade desk counter? Yes, click & collect from 14 Kestrel Drive, Truganina is free and usually ready in 90 minutes during trade desk hours.