FAQ's

What is a special order or non-stocked item?

A non-stocked item is a product that we don’t hold as stock at your selected warehouse, but we can still source for you. If you see the word ‘Special Order’ written in blue directly beneath the product price, that means we’ll use our magnificent sourcing prowess to procure it for you, but it may take a little longer than usual. Please note that lead times vary and the estimated time will be displayed when a non-stocked item is added to your cart.

How do I know if an item is non-stocked?

A non-stocked item can be recognised by the blue ‘Special Order’ tag found directly beneath the price on the product page.

Do you place items on backorder?

You bet we do! If we don’t have a product in stock we will scour the globe and source it for you.

How long will it take for a backorder item to be delivered?

Lead times vary and the estimated time will be acknowledged when the item is added to your cart. E.g. 3-5 business days.

What does 'Available from DC' mean?

Each of our warehouses stocks a range of products directly suited to their customer's daily needs. Our DC's located in WA, NSW & QLD carry additional stock that can be shipped straight to your chosen warehouse so you can get what you need - fast. If you see a product labeled as 'Available from DC' it'll be shipped from one of our DC's, so please allow an additional 3-5 business days for delivery. 

How can I find out if you sell a certain brand?

You can check our Shop By Brands page or tell us what you’re looking for in the search bar.

How do I register for an online account?

It’s super easy – just click ‘Register’ on the website header, complete your details and click ‘Create an Account’. That’s it – account created!

I’ve forgotten my password – what do I do?

No need to stress, it happens to the best of us! If you’ve run out of ideas on what that pesky password might be, you can request a password reset by clicking the ‘Sign In’ button on the website header, and then clicking ‘Forgot Your Password?’. Just follow the prompts and you’ll be back in your account in no time.

Can I change the email address associated with my account?

You certainly can. Manage your contact details in your Account Dashboard under the ‘Account Information’ tab.

How do I unsubscribe from your newsletter?

You can easily unsubscribe from our email list by clicking ‘unsubscribe’ on the bottom of any of our marketing communications. Follow the prompts and you’ll have one less unwanted email in your inbox. Just be careful you don’t inadvertently unsubscribe from transactional emails such as order confirmations and shipping dispatch emails.

Can I change my default ATOM warehouse?

Absolutely. You can change your default warehouse using the website header, or by clicking the dropdown arrow next to the selected branch on the product page.

How can I pay for my order?

We accept payment via Visa, Mastercard or AMEX. A small credit card surcharge of XX applies. Trade accounts with approved credit will also be able to pay on account.

Do I need an ATOM account to shop online?

You will need an online account, but it doesn’t have to be a trade account – personal accounts can also be used for online shopping at ATOM.

Can my order get part shipped?

Yes, your order is able to be part shipped! You will need to choose this option at checkout. If you do not choose this option your order will be shipped when the whole order is ready. 

I have an urgent order – what do I do?

We want to get your order to you as soon as possible, so get in contact with our customer service team or your dedicated ATOM Account Manager and they will sort out the process for you. Please note that orders placed before 2pm on business days can be collected an hour after ordering and or will be delivered same day in local warehouse delivery zones.

How do I modify or cancel my order?

Get in touch with us as soon as possible. If your order has not been processed we may be able to cancel and refund your order.

Can I change my delivery address?

Get in touch with us as soon as possible. If your order has not been processed we may be able to amend the delivery address; however, if an item has already been shipped we won’t be able to change its destination.

Where do you deliver to?

We ship everywhere, man. We send items all over Australia, from Alice Springs to Zeehan.

What is your shipping policy?

You can find our shipping policy here.

Do ATOM deliver internationally?

Unfortunately, we don’t process international orders through our website. If you’re overseas, contact our customer service team to discuss your requirements.   

How can I get my order delivered?

We have a range of shipping methods to suit your needs, including:

• ATOM Courier
• Third Party Courier
• Warehouse Pick Up

Our Trade Account Customers can also elect to use their own courier service.

When will my order be delivered?

We work to get all 'In Stock' orders placed before 2pm dispatched for delivery same day. Delivery times vary between couriers and you should utilise the tracking provided with your dispatch email. As a guide you can expect delivery:

	Estimated Delivery Timeframe
Within warehouse delivery zones	1-2 business days
Metro interstate deliveries	2-4 business days
Regional interstate deliveries	4-7 business days

 

If you've ordered products labeled as 'Available from DC' or 'Special Order', allow additional processing time. A lead time will be flagged when your product is added to the cart. If this surpasses, an ATOM team member will be in contact with an order update. If you haven't heard from a team member, get in contact and we'll sort you out. 

Please note these timeframes do not apply to large or bulky orders.

Do you offer same day delivery?

We sure do! If you place your order before 2pm near one of our 13 warehouse locations, we’ll get your order to you that day.

When can I pick up my pick up order?

If you place your order for an 'In Stock' product before 2pm, your order will usually be ready for pick up on the same day (we aim for after an hour!). Orders placed after 2pm will be ready for pick up the following day.

We’ll send you a notification email once your order is ready to be picked up. Make sure that you bring some photo ID so we can verify your identity.

Can I send somebody else to pick up my online order?

Unless organised prior with an ATOM representative, we ask that the person who places the order is the person to pick it up. If your situation changes and you are now unable to pick up your order, get in contact with us and we can organise an alternate shipment method. Please note, if applicable you will be charged any additional shipping costs. 

Can I track my order?

Yes! Once your order has been dispatched we’ll send you tracking information. You can also check on the progress of your order in My Orders.

How can I process a return?

To process a return, get in contact with the warehouse you ordered from. Please note that all returns are subject to ATOM’s returns policy.

My item is faulty – what do I do?

We’re sorry that your purchase hasn’t turned out the way you had hoped. Get in contact with the warehouse you ordered from for the next steps. Please note that all returns are subject to ATOM’s returns policy.

I’ve received a dispatched email, but I’m yet to receive my order, what should I do?

First thing to do is utilise the tracking details found on your dispatch emails. This will give you information on the location of your order and an expected delivery time. You can also track the progress of your order in My Orders.

If this is not helpful, reach out to our customer service team.

How do I set up a trade account?

If you have a valid ABN you may be eligible to open a trade account! You can request an ATOM trading account here.

How can I link my company to my account?

If a company profile has already been set up, you’ll need approval from the delegated company admin. This is managed by your company, not by ATOM.

If your company has not been set up, get in touch with the ATOM customer service team.

How can I restrict purchasing for my team?

If you are a company admin you can implement purchasing restrictions to limit spending by user or user role. This is completely customisable, and can be updated via the Dashboard's Roles and Permissions tab. A complete guide on how to use the Trade Account dashboard can be downloaded here.

How can I add users to my company?

If you are a company admin you can add users to your company in the Dashboards Company User tab. By clicking on the ‘Add New User’ button, you’ll be able to input the new user’s details. A complete guide on how to use the Trade Account dashboard can be downloaded here.

I purchase for multiple companies – am I required to create multiple logins?

Good news – you can manage the purchasing for multiple companies with a single login. Reach out to the ATOM customer service team for the set up options and next steps.

Is my contract pricing visible online?

It most certainly is! If your company has valid contact pricing with ATOM it’ll be viewable online once you log in to your account. Items with contract pricing are easily identifiable by the orange “Contract Price” icon.