Frequently Asked Questions

How can I Register for a Login?

Only customers with a Onelab trading account can register for a login.

Existing customers can select the LOGIN/REGISTER button at the very top right of the page. Click Register with us and complete the online form. For login requests received prior to 2pm Monday to Friday you should receive access details (if you are eligible) the same day.

*Please note: the email provided should be linked to your organisation. Any gmail or hotmail emails provided will require additional checks before approval is issued.

 

What if I don't have a Trading Account?

Only registered companies in New Zealand and the Pacific Islands can apply for a trading account with Onelab.

 If you don't already have a trading account with Onelab and would like to set up an account with us:

Either select the LOGIN/REGISTER button at the very top right of the page. Then click Register with us and complete the online form. We will send you an application form to set up a Trade account with us and if approved you will then be registered with a login.

Or complete our online contact form here to request an account application form.

 

Can I pay by credit card?

Online payment at the time you place your order is not possible.

If you have a trading account with us and you would like to make payment via credit card please add a note to the special instructions tab on your order.

You will receive an order confirmation once your order has been processed and payment can then be made via credit card through customer service. Please note that a 2.75% surcharge will apply.

 

Where can I see my order history?

Click on the button MY ACCOUNT at the top right above the navigation bar.

On this page you can view your order history for all the orders you have placed.

If you have any additional questions about your account or order history, please feel free to Contact us.

 

What orders can I see?

You can view any orders placed on this website under your account/login. You will not see any other orders placed by your organisation or any other account holders at your organisation.

 

What invoices can I see?

You can view invoices for all orders placed under your account/login as well as all the invoices for orders placed by other account holders at your organisation. You can also view invoices for any orders placed by your organisation for the last 6 months.

 

What about shipping costs?

Shipping will show as TBD (to be determined) on your Order Summary and will be added at invoicing. If you require the shipping cost, prior to us despatching your order, please request this in the special instructions.

Onelab always uses the most cost-effective means of shipping, either via courier, or via StraitNZ for bulk items.

 

How long will shipping take?

This will depend on your delivery location. All in-stock goods ship out of our Auckland warehouses. The estimated lead times will be provided on your order confirmation.

 

How do I get a tracking link?

Please Contact us to request a tracking link.

 

What if I need the product urgently?

We use the most efficient and cost-effective freight methods to ship goods. If you require an item urgently, we can investigate the possibility of expediting a delivery using a faster shipping method.  This does incur additional cost. Please Contact us to enquire about urgent shipping.

 

Yes, you can create a favourites list

Either click on the heart icon when viewing a list of products.

Or when viewing a single product view, select the FAVOURITES button. 

This list can be viewed by selecting the Heart icon at the top right above the navigation bar.

 

How can I use the Favourites list?

You can use to save the list of items you order regularly OR

You could also use your favourites list to compare various products prior to placing your order.

If you have the authorisation to place orders, you will have an ADD TO CART button. You can order straight from your favourites list.

Items will remain in your favourites until you remove them.

 

How do I ‘order again’ using a previous order?

One logged in, go to the MY ACCOUNT button at the top right of the page.

Select and click on the order you wish you duplicate. Once it is open select the button ORDER AGAIN, this will generate a new order.

Remove any items not wanted using the Delete icon next to the products.

Remove any special instructions that no longer apply.

To add additional products, select the Continue Shopping.

 

How do I use the Search bar?

If you know your product code, type this or part of the code directly into the search bar. This will return the product or versions of the product.

Use a keyword, product name or description for a more general search.

If you know the name of the brand you can reduce the search results by selecting the brand using the tick box on the left-hand side of the screen once the search is returned.

 

What do I do if I can't find the product I am looking for using the Search Bar?

Not all of our products are live on the website. You could try using the Navigation menu to help you search by application. 

Or you could use the Shop by Brand to search for products from a specific supplier.

Alternatively, Contact us, we will help you find the product you require.

 

Who can help me with product related questions?

If you have any product questions, for example urgent freight, suitability for application, in stock alternatives etc please do not hesitate to Contact us.

 

Why can't I find my service parts online?

Service parts and jobs are managed by our technical service team directly and cannot be ordered online. Please Contact us with your request.

 

Who can I contact if I have a technical problem with my account?

For technical problems, please Contact us with details about your issue and we will be in touch.

 

Where can I find the General Terms and Conditions?

The link to our Terms and Conditions is available in the website footer.