Frequently asked questions

Only AFS Installer Club Members (cash accounts) and AFS Account Holders who have opened up a website account can make purchases on shopqep.com.au.

If you’re a members of the general public you are sadly not eligible for an account with shopqep.com.au. But if you have seen something you like please contact our Customer Service team who will help you find your nearest retailer.

If you are an AFS Installer Club Member (cash account) or an AFS Account Holder please complete the registration form here to open an account on shopqep.com.au. If you need a helping hand or have questions, comments or concerns reach out to our Customer Service team.

Yes, you can request quotes on shopqep.com.au. There are two ways to request a quote on shopqep.com.au. Once you are logged in to your account you can:

1. Click the ‘My Account’ button at the top right of your screen and navigate to ‘Requests For Quotes’. Please fill in the form, add the products you would like quoted and submit your request.
2. Find the product/s you were like quoted, add them to your Shopping List, view your Shopping List and select Request Quote. Please fill in the form and submit your request.

AFS Customer Service will action your request for quote as soon as possible. A quote’s valid time frame will be specified within the email by AFS Customer Service. All accepted orders supersede any previous quotes or estimates.

Prices are only displayed on shopqep.com.au to website account holders. To see prices please log into your account. The displayed prices are your set and agreed prices with AFS based on your List Level or contractor agreement. If you believe a price differs from your list level/contractor agreement, please contact your AFS Sales Rep, branch or Customer Service team.

The prices of products, and any delivery or other charges, shown are in Australian dollars, exclusive of GST. GST is applied at checkout. You acknowledge the price for products excludes delivery or shipping charges. We may vary the prices on shopqep.com.au at any time, and prices are subject to change until your transaction is completed.

All online purchases must be paid for prior to collection or delivery in accordance with one of the payment methods offered on shopqep.com.au.

• For credit account holders the price will be charged to your existing account once the order is confirmed and invoice raised.
• For AFS Installer Club Members or cash account holders one dollar will be charged to your chosen card at checkout. The remainder of your order will be charged to your chosen card once the order is confirmed and invoice raised. We accept Mastercard or Visa.

Where we cannot fulfil an order, a refund will be provided under our Standard Terms & Conditions of Sale.

To place an order for Click & Collect on shopqep.com.au you must first log into your account. Once you’re logged in you will see the ‘Pickup In-Store’ option below the AFS logo on the top left of your screen, turn this on and then select your chosen AFS Branch. Add items to your Shopping List, view your Shopping List and select ‘Create Store Pick Up Order’. Then follow the prompts, provide all requested information and checkout.

If you need a hand please reach out to Customer Service who can guide you through the process.

Thank you for placing on order on shopqep.com.au! AFS Customer Service will notify you as soon as your order is ready for collection. Please do not go to collect until you have received this confirmation.

Collection will only be available during your chosen AFS branch’s business hours, Monday to Friday, and not on public holidays or other closure dates.

When you do come to collect please bring with you your PO number and confirmation of order number.

This is no problem. When placing your order on shopqep.com.au you have the option to nominate an alternative Pickup Contact. Please ensure your nominated pick up person or Transport Company has the PO number and confirmation of order number when they come to collect.

Once you have received notification that your Click & Collect order is ready for pickup you have 10 business days to collect it.

If you do not collect within this timeframe, and do not make other arrangements for collection with us, we may assume you have cancelled your order. This means we may re-sell the Product/s and you may be required to pay a re-stocking fee. In the case of specially ordered or made-to-order products, you will forfeit any deposit or payment you have made.

For orders containing only accessory products delivery charges will be displayed at checkout.

For orders containing only flooring products or for mixed orders containing both flooring and accessory products, delivery and shipping charges will be estimated at checkout. AFS Customer Service will confirm delivery and shipping charges with you prior to shipping.

Yes! All available delivery options based on your chosen delivery address will be displayed at checkout. We deliver direct to selected metro areas. If we don’t directly service your metro area, delivery via onforwarder will be offered at checkout.

If you choose delivery via onforwarder please provide your nominated onforwarder the PO number and confirmation order number. Please enter your requested delivery date at checkout. AFS Customer Service will confirm if the requested date is available.

We sure do. We offer two regional delivery services: Scheduled Runs or delivery via onforwarder. All available delivery options based on your chosen delivery address will be displayed at checkout.

Scheduled Runs:

Scheduled Runs is like carpooling for your products. We group together multiple orders for large regional areas and make one delivery run – keeping your delivery costs down. Available dates for scheduled runs to your area will be displayed via calendar at checkout. If the available dates don’t work for you, you also have the option to select delivery via onforwarder.

Onforwarder Deliveries:

If we don’t offer Scheduled Runs to your area or you would prefer an alternative date to the ones available via Scheduled Runs you can choose to have your order delivered via onforwarder. If you choose delivery via onforwarder please provide your nominated onforwarder the PO number and confirmation order number. Please enter your Requested Delivery Date at checkout. AFS Customer Service will confirm if the requested date is available.

It sure is. At checkout you will be asked if this is a delivery to a construction site. Tick ‘yes’ and then enter all relevant information as prompted.

Failure to provide adequate information may cause a miss delivery so please enter all the requested information. You will be responsible for any fees and charges associated with a miss delivery and re-delivery.

Please contact our friendly Customer Service team to discuss your options.

First please check if you’re eligible for a return/refund by reading our Standard Terms and Conditions of Sale here. If you are, please then get in touch with our Customer Service team here.

There are no returns for made to order, special orders, broken packs or part batch/job lots.

Yes there is a 20% restocking fee for all returnable items. If you have any questions please get in touch with our Customer Service team here.

There are no returns for made to order, special orders, broken packs or part batch/job lots

Please get in touch with our friendly Customer Service team who can answer all of your questions and begin the process for you. Please also see our Standard Terms and Conditions of Sale here.