Please see below for some of the more commonly asked questions, if you need more information please call or email us.
General
- Are you open on the weekends? Opening hours?
Our store is open Monday to Friday, 8am to 5pm, and closed on weekends. But our online store is always open — you can shop 24/7 and get delivery straight to your home or business.
- Are you open to the public?
Yes, absolutely. We welcome both businesses and the public to shop with us and explore our wide range of cleaning and hygiene supplies.
- Do you have a physical shop?
Yes. You’ll find us at 25 King Street, Hamilton. Our supermarket style store is open to everyone, with over 2,600 cleaning and hygiene products from everyday essentials like toilet paper and rubbish bags to professional vacuums and hygiene systems.
- Can I shop with you or do I have to be a business?
Everyone is welcome! You don’t need to be a business or have an account to shop with us, either in-store or online.
- Can I shop online?
Absolutely! Our full range is available to order online anytime, with delivery to your home or business.
- Do you offer Trade pricing? Discounts?
We believe in fair everyday pricing, so our products are already competitively priced for everyone. For businesses, schools, and organisations we build long-term partnerships that may include tailored discounts based on your needs and purchasing levels. Our goal is always to give you the best value and support over the long run.
- Do you do repairs?
We do not do repairs in house, however, we deal with a few repair agents who can fix the machine for you.
- Who do your repairs go through?
We use a number of repair agents depending on the brand and type of machines. Get in touch and we can sort you out.
- Do you have environmentally friendly products?
Yes, we do, we have a large range to suit each and every need.
- Can someone come and visit me in my business?
Yes, we absolutely can get someone to visit you in your business. Please contact us to hear more about this.
- Do you offer a cleaning service?
No, we do not offer any cleaning services. Instead, we serve as a supplier to numerous cleaning companies. While we appreciate your interest, we refrain from offering specific recommendations. It's important to note that we are not affiliated with Waikato Cleaning Services in any way.
MyWCS
- What is MyWCS?
MyWCS is our online customer portal. It gives you one place to view invoices and statements, reorder products you already use, and manage your account with Waikato Cleaning Supplies.
- Who is MyWCS for?
MyWCS is designed for existing Waikato Cleaning Supplies account customers who want a faster, simpler way to manage orders and admin.
- What can I do in MyWCS?
MyWCS makes ordering and account admin faster and easier. You can:
- Search products using an improved search function
- Browse and filter products by brand
- Reorder quickly from previous purchases
- View invoices and payments anytime
- Place orders online when it suits you - Do I have to use MyWCS?
No. MyWCS is an optional tool. You can continue ordering the way you always have. MyWCS is there if you want a faster, self-service option.
- How do I get access to MyWCS?
If you already have an account with us, you can register online using your account details.
If you need help getting set up, our team is happy to assist. - Is MyWCS replacing email or phone orders?
No. MyWCS is an additional option, not a replacement. You can still order by phone, email, through our current website or through your usual rep.
- Is there any extra cost to use MyWCS?
No. There is no additional cost to use MyWCS.
- I have more than one user on our account. Can they all access MyWCS?
Yes. Multiple users can be set up under the same account. Our team can help you manage access if needed.
Delivery
- Do you offer delivery? If so, how much?
Yes, we do. For Hamilton van deliveries, orders over $130 + GST are delivered free to your home or business. Orders under this amount have a $6.50 + GST delivery fee.
For deliveries outside Hamilton, freight is calculated based on the size, weight, destination, and freight type of your order. We work hard to keep freight costs as fair and competitive as possible, and many orders can still be shipped economically throughout New Zealand.
Freight free delivery may still be available on qualifying North Island orders over $500 + GST, depending on the products ordered and delivery location.
Additional fees may apply for Rural Delivery, 200L drums, Hazardous Substances, bulky items, and urgent deliveries.
If you would like to see if we cover your address or want to know the rough cost of freight, just send us an email at [email protected] or call us on 07 847 8344. - When can I expect my delivery?
If you’re in Hamilton/Local, and the products are in stock, we aim to deliver your package on the next business day. If you’re outside of Hamilton, it will depend solely on the courier company.
- My order hasn’t arrived – what now?
Give us a call if you haven’t received your order within 5 business days of you ordering your products – please allow time for the weekend as we are only open during business hours.
- Who will deliver my order?
If you’re in the Hamilton area/local, it will be our WCS town driver. If you’re outside of Hamilton, it will be your local courier. We generally send our packages through Post Haste.
- Can I change my delivery address after submitting an order?
If your order hasn’t yet been dispatched, yes you can. Give us a call and we can sort that out for you.
- Do you ship overseas?
Currently, no we do not.
Orders and Products
- If a product says “backorder” or “low stock”, what does this mean?
If a product is saying “back order”, this means that the product is currently out of stock. Whereas “low stock” means that we have low stock of the product.
- Looking to buy cleaning machinery? Start here
We’re always happy for you to do your own research, but before you hit “Add to Cart,” we recommend having a quick chat with our team. We can step you through the best options for your site, budget, and cleaning needs so you don’t end up with something that’s not quite right.
Some machinery is a special order and cannot be returned, so it’s worth getting it right the first time. We’re here to help. - Do you offer demos of products or machines in store?
Yes we do! Call us today to find out more information.
- I’m missing a product from my order, what should I do?
Check on your invoice to see if you have something “backordered” or if it has a zero under the “supplied” column. If so, it means that this product is currently backordered, and we will either send the product out to you as soon as we receive it, or give you a call and see if you would like a refund due to supplier delays.
- Can I cancel my order?
If your order hasn’t yet been dispatched, yes. We can then refund you.
- Can I make changes to my order?
If your order hasn’t yet been dispatched, yes. Give us a call in regards to this as you may have to pay extra for shipping, or for extra products, and we should be able to sort this out over the phone.
- I’ve received the wrong product, who should I contact?
Give us a call or an email and we can sort this out for you, ASAP.
- I’m having trouble ordering online, can you help?
Definitely! Give us a call.
- Do you offer Click and Collect?
Yes, we do! In the “Cart” screen, under the “Your Region” drop down box, select “I want to pick up my order”. Continue to checkout.
- Do you price match on products that are cheaper elsewhere?
It depends on the product/item. Give us a call and we can definitely look into this for you!
Payment
- What methods of payment do you accept online?
Purchase Order if you have an account with us, or Paymark if you would like to pay online with a credit or debit card.
- Are my personal details safe if I purchase through the website?
Yes, they are. Paymark is a secure and reliable payment processing service.
- Do you have PayWave instore?
Yes we do.
- Do you have Afterpay?
Yes, we do. At this stage, Afterpay is available in-store only via the Afterpay app.
- Can I pay something off?
Maybe, we partner with several finance companies to provide options for purchases over $2000. Contact us for more information.
Returns, Refunds and Exhanges
- Do you have a refund policy?
Do you have a refund policy?
Yes – if you've changed your mind about a product, you can return it within 7 days of receiving it, as long as it’s unused and in original condition and packaging.
Return shipping is your responsibility.
Once we’ve received and checked the item, we’ll process either a refund or exchange.
Custom orders, special orders, some machinery and pandemic-related items cannot be returned. - Do you do exchanges for products that were incorrectly bought?
It depends on the product and where you are located. If you’re within the Hamilton area, we can easily swap the product if it hasn’t been opened or used. However, if there is a price difference between the product you want to replace and the new one, the difference will need to be paid first. The easiest way to do this, is to purchase the new item through the website (if you are not an account customer), and we can refund you the cost of the original product.
If you’re not within the Hamilton area, please call us so we can find the best solution for you.
- The item/product I received is damaged/faulty. Can I replace it?
Absolutely! Give us a call and we can sort this out for you.
- How will I receive my refund?
We aim to refund you the same way that you paid.
