Frequently Asked Questions
PRODUCTS
DELIVERY
ONLINE ACCOUNT / REGISTRATION
ONLINE ORDERING
INVOICES / PAYMENT
CUSTOMER SERVICE
SERVICING
HIRE EQUIPMENT
PRODUCTS
Who can I contact for product-related technical queries?
Our team shares over 50 years of technical welding experience and is always happy to assist.
For product-related support, you can submit an online enquiry via our Contact page. Alternatively, please email sales@alphaweld.com.au or call (08) 9456 8000.
How can I request a product quote?
To obtain a quote, please submit your request to sales@alphaweld.com.au. Alternatively, you can click the quote request option under any product listing on our website.
How long is a quote valid for?
All supplied quotes are strictly valid for 30 days from the date of issue.
What does Special Order Item mean?
A special-order item is an item not typically held in stock and must therefore be specially ordered. These items are non-refundable. Lead times for special-order items can be confirmed by our sales team.
How can I find out the lead time for out-of-stock or special-order items?
Please contact our sales team by email at sales@alphaweld.com.au or call (08) 9456 8000 to confirm product availability and lead times.
How can I source a product that cannot be found on the Alphaweld website?
At Alphaweld our global sourcing power gains you access to a massive inventory of welding products.
If you are unable to locate a specific product on our website, please contact our sales@alphaweld.com.au to see whether the product you are interested in can be sourced for you.
Are Material Safety Data Sheets (MSDS) available?
Yes, where available MSDS documents are available for download on the product page of applicable items.
How do I find Batch Certificates?
To locate a specific batch certificate, please visit the Support section at the bottom of our website and click ‘Batch Certificates’. Simply enter the wire batch number into the search box where prompted. If the required batch certificate does not display, please contact us for further assistance.
How can I request a copy of an Alphaweld Product Guide?
You can request a printed or electronic copy of our most recent Product Guide online or contact a member of our team on (08) 9456 8000 for assistance.
DELIVERY
Do you deliver outside of WA?
Absolutely, we deliver daily to customers wide across Australia.
What are your delivery charges for online orders?
At Alphaweld we offer FREE delivery across the Perth metropolitan area for online orders above $150 and Australia-wide for online orders above $500, excluding bulky items. Delivery fees for orders containing bulky items will be calculated after your order has been placed.
Can I click & collect an order?
Absolutely – should you wish to ‘click & collect’ please select this option at our online checkout. Collection is from our Trade Counter, and you will be notified as soon as your order is ready for collection.
Does Alphaweld offer same day delivery?
Alphaweld is pleased to offer same day delivery on stocked items. Simply place your order before 12.00pm (WST) and if the items are in stock, we’ll dispatch your order the same day.
Can I track my order in transit?
Yes, upon dispatch we can provide you with a tracking number should you wish to track your order.
Can I use my own courier to collect goods?
Yes, you can nominate your own courier by choosing Courier Pick-Up under Delivery Methods at our online checkout at your own cost.
Does Alphaweld deliver to PO Boxes?
No, Alphaweld does not deliver to PO Boxes.
ONLINE ACCOUNT / REGISTRATION
How do I create an online account?
Click Register on the top right corner of our website and fill in your details to create an online account.
Why can’t I sign in?
Please check if the correct username and password have been used. If you’ve forgotten your password, you can reset your password by clicking on My Account > Forgot Password. If you’re unsure of your username, please email marketing@alphaweld.com.au for online support.
How do I set up a trading account?
Setting up a trading account takes just minutes and can be easily completed online. Click on the Trade Applications link at the bottom of our website. Select Apply Now and fill in the Customer Account Application form.
We are an existing trade customer of Alphaweld. How can we obtain our online login?
Your online account details will have been emailed to you when your company/business trade account was approved. If you’re unsure of your online login details, please email marketing@alphaweld.com.au for online support.
Is it possible to have additional users linked to our trade account?
Yes, you can have multiple unique logins linked to your existing trade account. Please contact marketing@alphaweld.com.au for required support.
How do I retrieve my password?
If you’ve forgotten your password, you can reset your password by clicking on My Account > Forgot Password.
How do I change my password?
While logged in, click on My Account in the top right-hand corner and select Change My Account Password.
How can I update my account information?
While logged in, click on My Account in the top right-hand corner and select View or Change My Account Information.
ONLINE ORDERING
Do I need an account to place an online order with Alphaweld?
No, simply select our Guest Checkout option when you’re ready to place your online order.
How can I see my corporate pricing?
Please ensure that you are logged into your online account to access your corporate pricing. If you have any concerns, please contact the team to ensure your trade account is linked to your online account.
Is there an easy way to reorder my most frequently needed products?
For easy reordering, you can setup a custom ordering template within your online account. Go to My Account and select View My Order Templates. You will need to Create a New Order Template, add your chosen products and save the template for future use. You may also contact us at marketing@alphaweld.com.au for assistance with setting up a custom ordering template.
How do I view my current order cart?
Click on the shopping cart icon located on the top right of the website to view your cart.
Can I save my cart and checkout later?
Yes, so long as you’re logged in and have added items to your cart whilst not being checked out, the items will remain in your cart.
How do I amend or cancel my order before delivery?
Please contact our Customer Service team on (08) 9456 8000 to check if any change is possible. If the order has been dispatched, we will need to discuss alternate options with you.
Why aren’t there any results for my search?
We encourage you to check that the part number or product name you have entered in the Search is correct. Some part numbers may differ between brands. If you are still unable to see any results, the product may not be on our website or not an item stocked by Alphaweld. If unsure, please contact our Customer Service team to check whether the product you are interested in can be sourced for you.
Can I search for products by brand name?
Yes, there are two methods for searching products by brand name:
- Go to ‘Brands We Sell’ at the bottom of our website to view the full list of brands available.
- Use the brand filter when searching a specific product on our website
INVOICES / PAYMENT
What payment methods do you accept when placing an order online?
We accept major credit cards, Electronic Funds Transfer (EFT), PayPal, Zip Pay and Purchase Order (for trade customers) at checkout.
Can I view my invoices online?
Yes, invoices can be viewed online providing your account has been linked to your company trade account. Go to My Account > My Invoices whilst logged in. All past and outstanding invoices can be accessed within this area.
Can I pay invoices online?
Yes, invoices can be paid online providing your account has been linked to your company trade account. Go to My Account > My Invoices whilst logged in. All past and outstanding invoices can be accessed within this area.
Will a receipt be emailed to me if I pay by credit card?
Yes, a tax receipt will be emailed to you once your order has been dispatched from our warehouse.
Can I pay by credit card even though I have a trade account?
Yes, you can pay by credit card at our online checkout if that is your preferred payment method. This method incurs an additional fee. We also accept EFT, PayPal, ZipPay and purchase order (PO) payment.
CUSTOMER SERVICE
What’s your returns policy?
Our goods return process is straight forward and can be initiated by submitting a Goods Return Request on our website. Providing the goods have just only been received and remain in re-sellable, un-damaged condition – we are happy to facilitate an exchange or credit. This excludes Special Order items.
How do I initiate a goods return?
Please submit an online Goods Return Request by clicking the Goods Return link at the bottom of our website under Service.
I’ve received an incorrect item for my order, who do I contact?
Please contact our Customer Service team via email @customerservice@alphaweld.com.au or call (08) 9456 8000 so that we can assist you.
Are you able to offer technical training?
Yes absolutely, our services don’t just end at the sale. If you require training on the use of a specific machine, we can organise to carry out face-to-face training at your site or in our facility. Please call us on (08) 9456 8000 or email sales@alphaweld.com.au to find out more.
SERVICING
What brands do you service?
We service what we sell. This includes industry-leading brands such as Weldmax, Lincoln Electric, Hypertherm, Unimig, Kemppi, ProArc, Speedglas. For the full list of brands we service, please click here.
Where is your service team located?
Our service team is located onsite at our Canning Vale warehouse.
Can I send my machine in for service from another state?
Unfortunately, our machine service is limited to WA-based customers with 30-day trading accounts only.
HIRE EQUIPMENT
Where do you deliver hire equipment to?
Our Hire Equipment services are limited within Western Australia only.
Do I need to have a Trade Account to Hire?
Yes, a 30-day Trading Account is required for all Alphaweld Welderentals hire equipment.
Is there a minimum hire term?
Yes, our minimum hire term is 7 days.
Can I hire welding machines for a long-term project?
Yes, hire equipment can be booked for as long as your projects require, subject to initial availability. We also offer hire to buy options. Please contact us for further information.