FAQ

Some products aren’t sold in unit quantities, and require additional information, such as size, in order to price for you. We also have products that are Made to Order (MTO), that have minimum quantity order and leadtimes requirements. For any of these products you will see an "Request a Quote" button on the product page instead of "Add to Cart". Clicking the "Request a Quote" button will enable you to request a quote through the website. Alternatively, please call our Customer Service team on 1800 812 864 or email [email protected] to discuss your requirements and either have a quote raised or place an order.

We are still working on a Shipping/Delivery page for the website. In the meantime, to find out more about our delivery options, please give our Customer Service team a call on 1800 812 864 and they can go through them with you.

Standard Parchem delivery charges apply to all orders placed through the Fosroc Online Store. Orders under $1,000 are charged a $75 delivery fee.

Orders over $1,000 are delivered free to capital city metro addresses (Sydney, Melbourne, Brisbane, Canberra, Adelaide, Perth) and charged at the applicable freight provider's rates for regional deliveries. 

You can see the applicable freight charge that will be applied to your eCommerce order before submitting the order by adding products to the cart, confirming the delivery address on the Checkout page & then clicking through to the Shipping page.

Please contact our Customer Service team on 1800 812 864 for more information about our freight rates.

Yes, you may be able to cancel your order if it hasn’t yet been picked and shipped. Please refer to our Terms & Conditions of Sale for full details and contact Customer Service on 1800 812 864 as soon as possible for assistance.

We will make our best effort to accommodate a change. Please contact Customer Service as soon as possible, on 1800 812 864, who will endeavour to assist you with your query.  

Yes, it can. You are able to add a new shipping address and/or Delivery Contact name during the checkout process.

If you've received the wrong item, please visit the Invoices page in the My Account section, find the applicable invoice and click on "Request a Credit", and complete the webform, which will allow us to capture all the required information from you for us to process this for you. 

If you would prefer, you can also contact our Customer Service team call 1800 812 864 for assistance.

If you're having trouble buying products online, please contact our Customer Service team directly with your requirements on 1800 812 864 or [email protected] for assistance.

At this time order collection is only possible at our corporate Fosroc and Parchem stores. If you are located within 50km of one of our Fosroc or Parchem stores, as well as Delivery, you will see a "Pick Up" option when you enter your post code on one of our product pages. 

Select Pick Up & a store from the dropdown to see what stock is available at the store, which you can then place an order for. Customers with back-order permission on their account will have the ability to order products that are out of stock, which the store will then order in for you.

Please note that a lot of our products are not stocked on an ongoing basis in our stores, so you may find it easier to call the applicable store directly to discuss your requirements (find their number here - Fosroc Stockists), or alternatively call our Customer Service team on 1800 812 864 for further assistance if your order is time sensitive.

Goods in a resalable condition may be returned within 21 days of delivery upon written agreement by Fosroc/Parchem.

All returned goods will attract a 20% re-stocking fee and where collection of goods is required a freight charge will apply. Any damaged or opened goods cannot be returned.

Materials listed as MTO on your order invoice are made to order and are non-refundable and non-returnable. These MTO materials will have a minimum order quantity and will be supplied in lots of the minimum order quantity only. A minimum supplying lead time of 10-15 days will apply.

For further information, please give our Customer Service team a call on 1800 812 864 in Australia, and 0800 657 156 in New Zealand.

We are unable to accept returns in our stores without prior approval. Please call our Customer Service team on 1800 812 864 in Australia, and 0800 657 156 in New Zealand to organise a return within 21 days of your order delivery.

After which, as long as the products are not made to order, and subject to the 20% restocking fee applicable to returns (see related Returns FAQ), you are able to return products to a Fosroc store.