100% Australian & Family Owned
FAQs
Here you can find the information you need on login or resetting your password as well as general information about Bellbird.
Frequently asked Questions
Suggested topics:
Products
Shipping
Accounts
Returns
Q:
Is the complete Bellbird range available online?
A:
Yes - our website is always up to date with our latest information and it includes our full current range of resources and products that are available for you to order. As our range is live and dynamic, no longer fixed to a 12month long printed catalogue, we are able to release new products regularly throughout the year and ensure the best resources are available to you, eliminating disappointment from outdated printed catalogues.
Q:
I have completed an order and the screen showed me an order number, how do I know the order has been received?
A:
Once you have completed your order, the screen shows “order confirmed” you can rest assured the order has been received. You will receive a copy of your order via email from enquire@bellbird.com.au. You can also go to My Account and view current and previous orders, track your deliveries and create and convert quotations to orders, if you would like more information on how to do any of these tasks please contact our customer service team on 1300 365 268 or send an email to enquire@bellbird.com.au.
Q:
I have submitted an order online and would now like to change the order, can I do this?
A:
Yes you can change your order up until the order has been processed by our Warehouse team. Call customer service on 1300 365 268 or send an email to enquire@bellbird.com.au with your amendments.
Q:
How do I search for Products?
A:
Searching for products is easy, simply enter the product description, code or keywords into the quick find search toolbar or by searching/browsing via the Category browser located in the top left and left hand side of the screen.
Q:
What are your bank account details?
A:
Bank details are listed on the confirmation email sent to you once the order is finalised. If you have a 30 day account with Bellbird, the bank details will be listed at the bottom of the invoice.
Q:
How long will my order take to arrive?
A:
Once Bellbird receives your order, it will be processed within 24 business hours and the goods will usually be dispatched within 48 business hours. Some exceptions to this delivery timeframe are; if the product is out of stock at the time of your order, or if the product is made to order with a supply lead time. You will receive a fortnightly open order report outlining any item(s) which were not available at the time of your order and an ETA of when they will be available.
Q:
Can I pick an order up?
A:
Customers are welcome to pick up orders from our warehouse at 46 Commercial Drive, Lynbrook, Victoria. To make this process as quick as possible for you, please provide notice of the order and pick up to our Customer Service team prior to your arrival, we can have it picked and ready for you when you arrive.
Q:
Do the products you sell meet Mandatory Safety Standards?
A:
All Bellbird products meet Australian standards, where a standard applies. If no Australian Standard applies but there is a European standard, Bellbird will ensure the product meets the European Standard. All products are also rigorously tested by Bellbird management and our specialist purchasing team. Customers can also request a product's Safety Data Sheet from our Customer Service Team.
Q:
Is Bellbird 100% Australian Family Owned and Run?
A:
Yes - John and Kaye Dean established Bellbird in 1987 and retired in 2009 when their son Trent and his wife Angela bought the business and continue the family tradition to operate proudly as 100% Australian Family Owned and Operated.
Q:
What is the warranty on my items and can I get replacement parts if I require them?
A:
Bellbird will provide a standard 12 month warranty on all damaged/faulty products unless specifically stated on individual items. If you believe your item is covered under warranty, you can raise a claim and Bellbird will then assess the validity of your claim.
Please note: products not used in their intended manner or appear mistreated may result in your claim not being valid.
We do have replacement parts available for selected items, please contact Customer Service to discuss your needs and we’ll do all we can to assist.
Please note: replacement parts outside of a warranty claim, may incur additional costs.
Q:
Can I set up a template for frequently ordered resources, such as cleaning products and art supplies?
A:
Yes - you can save a wishlist or quote in your account of frequently ordered or recurring ordered items to reuse for your next order. You can also create a new order from a previous order. Alternatively Customer Service, can set up a recurring order for you that you can alter as needed, please contact us to discuss your needs.
Q:
Do prices in your catalogue and online store include GST?
A:
All prices advertised by Bellbird exclude GST. On finalizing your order the GST is added on to your order total and detailed on your Tax Invoice.
Q:
How can I see Bellbird’s range before buying?
A:
You are welcome to visit our Showroom, in Lynbrook, Victoria, to see our extensive range of our products on display. You can also make an appointment with our Early Education Resources Advisors to discuss your vision and requirements. We also display our products at many early learning conference exhibitions throughout Australia each year and full product information can be viewed on our website.
Q:
Why isn’t the product code I’m searching for appearing on the website? How can I find an alternative to this product?
A:
If a product code cannot be found on the website, the product may have sold out, been discontinued or deleted from the Bellbird Range. To find an alternative or the superseding product (It may have a different product code), use the “Search box”. Enter a keyword from the product title, description or theme and a list of relevant products will be displayed. If you are still unable to locate an alternative, please contact Bellbird Customer Service for assistance.
Q:
Does Bellbird sell environmentally friendly products?
A:
Bellbird has a great range of recycled, natural, and environmentally friendly products. Selected products are even made from waste materials that would have otherwise been burnt or become landfill. Bellbird strives to affiliate itself and source its product range from with companies with responsible environmental and fair trade policies such as FSC - Forestry Stewardship Council certification system and Certified Fair Trade.
Q:
Do I need to be a business to open an account with Bellbird?
A:
Our resources are available for everyone to purchase. You don't need to be a business to purchase from us. We welcome anyone to register an online account with Bellbird.
If you require Credit Trading Terms, you will need to complete an account application, please email your interest to enquire@bellbird.com.au or download an application form here.
Q:
I am opening a new centre, can Bellbird help?
A:
Yes - with over 30 years experience Bellbird is Australia’s new centre, start-up, extension, and refurbishment specialist. We offer personalised service working with you to manage the entire project from concept to completion ensuring you pass inspection first time.
Q:
I didn't receive one of the products I ordered?
A:
Occasionally some products may be out of stock at the time of order, these items will then be put on Backorder and shipped to you once your stock is available at no additional cost to you. Attached to your invoice is a Backorder statement if your order had backorders. Bellbird however does reserve the right to cancel any backorder under $15 in value and in this instance you will be contacted by our Customer Service Team.
If the item appears on your invoice but is not in the box, please check again through your parcels as sometimes items are wrapped with or inside other items to ensure no damage occurs during delivery. If you still can't locate it please contact our Customer Service team on 1300 365 268 to resolve the issue.
Q:
If I order and receive a product but am unsure how to use it will someone come out to show me?
A:
Yes wherever practical. Our exceptionally qualified and passionate local Early Education Resources Advisors are more than happy to come out and show you how to set up and use the resources you have purchased or alternatively advise can be provided over the phone.
As part of a new centre fitout / refurbishment our Early Childhood qualified Business Development Manager can come to the centre and work with all of the team on how to get the best out of the resources purchased.
Q:
I am building a new centre, can you do the full set up for me?
A:
Yes - with over 30 years experience Bellbird is Australia’s new centre, start-up, extension, and refurbishment specialist. We offer personalised service working with you to manage the entire project from concept to completion ensuring you pass inspection first time.
Q:
What do you need from me to obtain a quote to fit out my new centre?
A:
Our Business Development Manager is more than happy to come to the new centre site and walk through with you. This allows her to understand your vision and philosophy. The quote will then truly reflect your pedagogy and better meet your needs. If this is not possible an emailed copy of the centre plan is great. This would ideally show the room sizes, ages of the children in each room and capacity in each room.
Q:
I have a limited budget to set up my new centre, but once I have staff I want them to purchase what they need for their program - how can you support this?
A:
Absolutely! Some centres like to do their fitout on a smaller scale remembering to ensure the resources and furniture purchased will meet licensing requirements. Others like to scale up their resources as enrollments rise, we can tailor to and support any option. Contact our Business Development Manager to discuss your specific situation.
Q:
If I purchase a product(s) that needs assembly will it cost me extra to have them assembled?
A:
We can provide a quote to assemble all items within our product range. Quote can be arranged once product selection and location has been advised. We aim to keep these costs as low as possible for you. Please note, we do not fix any items to walls.
If the order is part of a new centre fitout / centre refurbishment we will, as part of the quote process include an assembly cost and then assemble all goods.
Q:
Will my staff be able to create their own wish list online?
A:
Each centre/ service can obtain a login for their account. Staff that have access to this login, can create a wish list online and this can be added to at any time. Each account can have many wishlists and can name them to suit their purpose. Wishlists can be converted to orders or quotes at any time.
Q:
I’ve made a quote in the system but I can’t save/print the PDF, who can help me with tech issues?
A:
You can call our Customer service team on 1300 365 268 or send an email to enquire@bellbird.com.au. Alternatively click on the live chat function.
Q:
I have ordered a product and it is damaged/broken when I unpack it.
A:
If any item has arrived damaged/broken and or wrong, please visit our Claims Centre to lodge your claim and our Customer Service Team will be able to support you throughout the process.
Q:
If I order soap and paper towel dispensers, will Bellbird install them?
A:
This is a service that Bellbird does not offer as we don’t fix any items to walls. Whilst not a difficult task for the appropriate tradesman or handyman, our insurance does not allow it.
Q:
Can I have more than one login for my account?
A:
We can only allocate one Username and password for each account. However you can call 1300 365 268 or send an email to enquire@bellbird.com.au to place an order at anytime.
Q:
Should I check if my service/centre already has an account set up with Bellbird ? Can my centre have multiple accounts set up?
A:
Yes, you may check if you have an existing account with Bellbird, please contact Customer Service to do so and if present, we can provide your login details.
We recommend having one account for each centre, this avoids any confusion and retains a full history in one account.
Q:
Can Bellbird guarantee delivery times/days?
A:
Bellbird can and will assist as much as possible with dates/times for delivery as we can note any specific instructions on orders for our delivery team however if your order is delivered by our courier network, we have limited control once in their hands, which can at times, cause delays out of our control.
If you have specific needs, please contact Customer Service to discuss them and Bellbird will strive to meet your desired outcome.
Q:
In what timeframe that I can contact Bellbird in regards to items missing from a consignment/delivery?
A:
If you notice items missing from your delivery, please contact Bellbird as soon as possible by calling 1300 365 268, sending an email to enquire@bellbird.com.au or visiting our Claims Centre.
Q:
Where can I find an SDS for one of your items used in my service?
A:
Email our Customer service team at enquire@bellbird.com.au or contact us on live chat function.