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FREQUENTLY ASKED QUESTIONS


I am not an existing customer of Hygiene House - How can I open an account?
It's easy! Simple follow the link to fill out a credit application form, and you're on your way! Click here for a credit application form.

I have tried to log in but it says Invalid User Name or Password
This could be because the password is case sensitive, so make sure you don't have any capitals where there shouldn't be. Contact customer services if you are still having issues.

I have logged in - where do I go from here?

Once you have logged in, you can instantly start browsing through our large range of products. You can do this by browsing the categories, or typing a keyword/s into the search bar. If you are interested in making an order, click the “buy” button on the desired product. This will add that product to your basket. You can review and alter your order by clicking the list found on the right side of the page.

Where can I change my personal details?
Once you have logged in, you will see a welcome message at the top of the screen. It will most likely say welcome, followed by your name, or the name of the business. Click on the welcome sign, and a personal details page will open up. From here you can update all your personal information. Alternatively, click the "Profile" button above the welcome details.

How long will it take to get my order?

Hygiene House strives to ensure delivery of orders in 1-2 within Auckland and 3-4 for all out of town deliveries. Please note, there may be delays at the beginning of the month due to the volume of orders we receive.  Any items ordered that are not in stock at the time will automatically go on backorder, and will be filled and dispatched to you as soon as the stock becomes available again. Dangerous goods can delay deliveries by up to a day. Please allow an extra day or two for rural deliveries. If an order is required urgently, please let us know and we will do our best to get it to you as quickly as possible.

What if my order is damaged?

We take great care to package our products in such a way as to minimise the risk of damage in transit. However, should this occur, replacement items will be shipped to you. If you notice upon delivery that your order has been damaged, do not sign for the delivery unless the courier makes a note of the damage. Call our Customer Services team on 0508 494 436 or email sales@hygienehouse.co.nz.

What if I've been sent the wrong item?

In the unlikely event of this occurs, please call Customer Services on 0508 494 436 or email sales@hygienehouse.co.nz to arrange return and replacement delivery.

Can I return items?

We will accept returned products provided that the items are in a resalable condition. We will issue a credit note once the goods have been returned to us. Where a product has been incorrectly ordered, it is your responsibility to return these to us for credit at your cost. We are able to arrange the return of products for you, but a return freight charge may be incurred.

How do I pay for my order?

An invoices will be sent to your designated email or address that we have stored in our system, and payment will be due on the 20th of the following month. We offer the following flexible payment options:

  • Direct Credit
  • Cheque
  • Eftpos
  • Credit Card - Mastercard/Visa (We do not accept Diners or American Express)
  • If you would like to make payment via Eftpos or Credit Card, please contact our Customer Services team who will be able to process this payment for you.

I don't like ordering online. Can I place my order with a real person?
Of course you can! Give us a call on 0508 494 436. Your call can be answered directly Monday - Friday from 8am to 4:30pm. If you call outside of these hours, leave us a message and we will return your call. Please note that a freight charge will be incurred for orders under $400 + GST which have been ordered over the phone. Online orders will incur a freight charge for orders under $300 + GST.

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