FAQ

Are you based in Australia?

We certainly are! We are a South Australian company with our Distribution located in the Northern Suburbs of Adelaide. More information can be found here.

How much is shipping?

The shipping price is automatically calculated based on weight, dimensions and location. We regularly update our shipping rates to ensure you are getting the best price. More information can be found here.

Can I get samples?

Gala Imports highly encourages sample orders to test prior to bulk purchases. Unfortunately, due to the high number of requests, it is not feasible to ship free samples. To purchase product's individually, we recommend visiting our sister site - Pack My Product which has the same range of items, but the ability to purchase smaller quantities.

How are our jars measured for capacity?

Depending on the product in question, capacities are measured in different ways. From Brim to Fill. For more information on a specific product, please contact us. We would also recommend ordering Samples so you can trial with your own product to see what suits best.

Are all the items sold cleaned?

We do not clean the bottles upon their arrival to our Distribution Centre. The responsibility to ensure your product is clean and sanitised prior to filling is yours. There are some great resources online that suggest the ideal way to clean and sterilise glass.

Painted and Decorated Bottles & Jars should not be washed in a dishwasher. We recommend testing with a gentle hand wash to establish no damage occurs to the product.

The Dip Tubes are too long, what do I do?

As we have many different sized bottles, the tube length will need to be cut down to suit the particular bottle. We suggest for the thinner tube used mostly on an atomiser the tube should bend slightly towards the bottle wall allowing an amount of product to be dispensed.

Lotion Pumps normally have thick dip tubes, and the tube can sit straight with a slight gap from the bottom of bottle.

The common cuts used for tubes are an Angle Cut or a V cut.

Additional resources for cutting the length of tube can be found on the internet.

The product I want is out of stock, when is more due in?

We constantly work ahead to ensure we have enough stock to cover us for 3-6 months of supply. However, there are times we sell more beyond our forecasts and we are out of stock. We always endeavour to put accurate Estimated Time of Arrivals on our website but due to International Sea Freight, we often see delays which are beyond our control. We highly recommend that customers carry enough stock for 3-6 months.

For an up to date arrivals schedule our weekly newsletter is the best way to get an update of all New Arrivals and Back In Stock items. Sign up here.

Is it possible to place an order over the phone?

As an online wholesaler we prefer that all orders are placed on line. If you are having difficulties please Contact Us.

Do I have to create a customer account to be able to place an order online?

Yes, all users will need to create an account. We do not have a guest account feature. In your Profile you need to add a Billing and Shipping address (with any relevant leaving instructions in the second line of your address). Scroll down the page and Tick the Billing and Shipping boxes and the Default Billing and Default Shipping boxes. Scroll again and Click SAVE.

I have an existing customer account but I have forgotton my password. What can I do?

If you have forgotten your password, we would kindly ask you to use the “Forgot your password?” function. A link will be then sent to your registered e-mail address so you can reset your account password.

My order is not submitting, why is this happening?

This may be as when you entered your address you didn’t tick the Billing/Shipping and Default Billing/Default Shipping boxes and Saved the information. If the address details are missing the address details the ordering system doesn’t know where to send the items so you will get an error message.

What do I do if I get an error message when trying to place my order?

Browser choice:

While we're still fine-tuning things for other browsers, our website functions the best on Google Chrome or Safari.

Credit cards:

We can only accept Australian and New Zealand credit cards. Please ensure you enter your credit card number without any dashes or spaces. Some American Express cards can be mistaken by automated systems as not being an Australian or New Zealand card. If possible, please try a Visa or Mastercard instead.

Shipping details:

If you are unable to submit an order, there may be an issue with the saved shipping details in the checkout. Once your name, address and phone number are updated correctly this should be resolved.

I have placed a large substantial order, most likely a pallet or greater, do I require to have a forklift onsite?

No, request can be made with transport companies for a tailgate / pallet jack. If required, we ask that you contact us or adding notes to your order with specific information in related to delivery.

Do you offer Express Delivery?

No, we do not offer an Express Delivery option at this point of time. All orders are sent road express. Air freight is extremely expensive with minimal benefit.

Do you ship with Australia Post?

No, we do not ship with Australia Post.

Can I use a different transport company to collect my order and ship to me?

Unfortunately, we do not offer this as an option to our customers.

Can I collect my order?

Yes you can, for more information on how South Australian customers can collect, visit here.

If I live in South Australia, can I purchase directly from the Gala Imports warehouse and take the goods with me?

Sorry, this is not available. We do have a showroom – open between 9am-3pm that you are able to come and browse the display of items, but you are not able to order items at the time and take with you, as we are not set up as a Retail Store.