Frequently Asked Questions
About Us
Our network of sales reps and centralised customer service team are here to help. Need help or want to find out more? Contact our local Customer Service team for more information:
By phone: 1300 226 723 - Monday to Friday 7am to 5pm AEST
By email: Campbells.sales@metcashfg.com
There are warehouses located across Australia nationally. To find out your local store:
https://www.campbells.com.au/convenience/store-finder
Order
Simply fill out the registration form here and a Customer ID will be emailed to you.
The shopping list function can be utilised once you’ve registered and logged in to the website. Simply place all items in your basket, then pick the "Save to Shopping List" button. To checkout using the shopping list, simply click on the trolley icon or the "Add to Basket” button in the open shopping list view. There’s no limit to the number of shopping lists you create, and you can name them all to suit your business needs.
You can view up to 90 days of orders in your Accounts under the "Order History" tab on the left of your account screen.
You will receive a confirmation email to verify your order has been received.
Contact Customer Service on 1300 226 723 or email us at Campbells.sales@metcashfg.com
You will need to contact Customer Service to amend your order.
You can view your order details on the Campbells website My Account > Order History
The order summary tells you what you have ordered, however in some instances it can't calculate the absolute cost (if you have ordered a random weight item like bacon, for example). In this case, it will show your order but leave the cost of this item until invoicing when the correct amount calculated. If you have questions regarding any such items, please contact your local store.
You can schedule repeat orders for products when you sign up for a credit account with Campbells. When you place your order, you'll be prompted to create a "Repeat Order" during checkout. Pick the day, date and frequency that work best for your business. We'll send you an email to confirm prior to fulfilment. If anything changes, it's easy to change your repeat order schedule.
To change delivery details please contact Customer Service before placing your order. Delivery windows are not available although we can offer the option of a PM or AM delivery. To change the pick up location Customer Service will need to be contacted to make the changes before placing your order
Whilst Campbells will try its best to ensure that the items you order are supplied to you, there may be times when stock is unavailable. This may be due to the product ordered being out of stock, or your order may be higher than our stock holding including lines marked for deletion. If we are unable to fulfil your order, you will be called to advise of the short delivery or offered a substitute product. If any products you have ordered are unavailable, you will not be charged for the product.
If the goods you have received are damaged, or if you are not satisfied with their quality, you must contact the Campbells store that supplied the goods within 24 hours of receiving them to register your request for credit or return. Once notified, the store will arrange for you to return the goods or issue a credit.
Please be aware that return requests due to over-ordering may incur a restocking fee.
If a purchase is made in store pop back in and our team will process this refund for you. Call Customer Service and we will send a claim form to be completed and sent back to process your credit. All claims are required in writing for auditing purposes.
If an order is cancelled or items removed before invoicing no refund will be required. Amount is charged once the order has been picked and invoiced.
Please call Customer Service to cancel your order. Please note if we are unable to action this request due to the order already being dispatched we will do our best to have it returned to the store and a credit issued
If the order has been dispatched you will not be charged a fee. If the order has been routed and our for delivery there may be a fee charged for the stock to be returned.
Any questions regarding your order please call Customer Service and we will assist you with any queries you may have.
Refund
If the goods you have received are damaged, or if you are not satisfied with their quality, you must contact the Campbells store that supplied the goods within 24 hours of receiving them to register your request for credit or return. Once notified, the store will arrange for you to return the goods or issue a credit. Please be aware that return requests due to over-ordering may incur a restocking fee.
If the goods you have received are damaged, or if you are not satisfied with their quality, you must contact the Campbells store that supplied the goods within 24 hours of receiving them to register your request for credit or return. Once notified, the store will arrange for you to return the goods or issue a credit. Please be aware that return requests due to over-ordering may incur a restocking fee.
No, please ensure you have your customer details and invoice that refund or exchange request relates to
You may contact the supplier although we do need to know to ensure our stock is checked. We may need to contact the supplier if there is an issue with a product
Payment
We accept MasterCard, Visa and American Express. You can also pay in store (select Click & Collect when ordering online) with the above cards or in cash. You can contact your local store to apply for a credit account.
Yes you receive a tax invoice upon delivery of the goods or when you come to collect your order from the branch
Delivery
Order will be delivered to you no later than 5 business days from your order being received. Order will be delivered to the address provided on your account. If this is no longer the address for delivery, please advise us before placing an order. If you haven't informed us prior to placing your order online, and delivery is completed to your address on account, responsibility for the order passes to you.
We have stores in the metro area as well as in rural areas, so it depends where your closest store is and size of your order (6 bottles or 6 pallets)! It's best to contact your local store for an accurate estimation. Don't forget you can always speak to the store manager about customised deals to suit your needs.
$500 excl gst will give you free delivery. This does not include tobacco products
Campbells offer daily deliveries to many retailer store locations. We aim for next day delivery on orders in metro areas, outside of metro areas is subject to location. Speak to our sales team to find out more at 1300 226 723 or campbells.sales@metcashfg.com.
Please call Customer Service to confirm cut off and delivery days to your area.
Contact Customer Service to find out if we deliver to your area on 1300 226 723
Pick-Up
There are no fees when selecting an order for click and collect. For an additional charge, one of the Campbells team will assemble your order, pack it in boxes, ready for you to pick up.
Minimum value for click and collect is $20.
Orders placed before 10am will be ready for collection the next morning. When placing your order for click and collect it will show the available collection windows to select
You can pay for your order online or instore upon collection. We accept all major credit cards and cash
If you are unable to collect your order during the time selected contact Customer Service on 1300 226 723 and we can advise our team
Yes you can. They will need your customer number and order number. They must also provide us with some ID as this will be taken in case there are any disputes regarding the order.
You can save time by creating your own shopping list/order form to upload directly to the Campbells website by using the Order Form functionality. Simply create your order form by scanning products in line with your standard business process and export the file to your computer. The file can then be uploaded direct to the Campbells website, by visiting the Order Form page on the site and upload your document by following the prompts. The uploaded form will automatically populate within the website basket, and you’ll be able to: populate within the basket.
- Update and add other items to your order as required
- Proceed to check out
- Save as a Shopping List for future/ongoing use
Account
Simply fill out the registration form and a Customer ID will be emailed to you. You can start shopping straight away.
You can have 1 account per delivery address if you have multiple sites. Campbells Customer numbers cannot be used inter state so you would need to have separate customer numbers
Easy, you can update your email, phone number, address, and password in the My Account tab. Simply view profile, update the relevant fields and press save. Fields crucial to your individual account are locked for privacy. If you wish to change these, please contact your preferred store here to request for changes.
No you can only have 1 delivery address per account.
Membership Card
Campbells is open to all ABN holders. Membership is FREE! Just register HERE and bring in a copy of your ID for reference when you next visit your Campbells store.
We are now available on the Stocard app. Simply scan your Campbells card onto the Stocard app and use your mobile on your next shop in-store & online. Download the Stocard app from Apple Store or Google Play.
APP
Yes, ordering made easy with Campbells app. Simply login to your account and you can shop for delivery or pick up using our app.
Download the Campbells app from Apple Store or Google Play.
Tobacco & Liquor
Australian Law prescribes that order including tobacco and/or liquor can only be placed and/or delivered to a person who meets the minimum age requirements. Campbells retains the right to refuse delivery of liquor to any person who is not at least 18 years of age.
Campbells Distribution Tobacco License
| Campbells Location | License Type | License Number | |
|---|---|---|---|
| Rockhampton | Wholesale License | SPWL012886124 | |
| Cairns | Wholesale License | SPWL012886024 | |
| Townsville | Wholesale License | SPWL012885924 | |
| Mackay | Wholesale License | SPWL012885824 | |
| Nerang | Wholesale License | SPWL012885724 | |
| Eagle Farm | Wholesale License | SPWL012885624 | |
| Public Register Link | https://www.health.qld.gov.au/smoking-supplier | ||