136 MAX (136 629)
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Frequently Asked Questions

 

New OrderMax Features

Q. Furniture & Technology Quote Request   NEW

Q. Invoice Reprint  

Q. Reassign Approver  

Q. Custom Stamps

Q. Are there more changes coming?

My Account

Q. Username/Password not recognised?

Q. I’ve forgotten my password. How do I reset it?

Q. How do I change my account details?

Q. How do I add products to my range?

Ordering

Q. How do I know if there is stock currently available for an item I want to order?

Q. The item I want to order is out of stock. How can I order it?

Q. How do I place an order on your website?

Q. I cannot see a product category under my login?

Q. How do I enter a promotional code for my order?

Q. I want to copy an order I’ve made previously. Can I do this?

Q. Can I request copies of my invoices via OrderMax?  

Q. I require access to reprint invoices for my organisation, how do I arrange this?  

Q. I’m having problems placing my order. What should I do?

Q. Can I track my orders online?

Q. I have submitted an order and need to change my approver. What can I do?

Q. Why can’t I see any other approvers to choose from?

Q. Does OrderMax display live pricing?

Q. How do I save products to a template for quick re-ordering?

Furniture & Technology Quote Request

Q. How do I request a quote?   NEW

Q. Can I request a quote for any product?   NEW

Q. Can I request a quote for a furniture or technology product already available online, in bulk?   NEW

Custom Stamps

Q. How do I order the new Custom Stamps?

Q. Can I save my custom stamps for re-ordering?

Q. I cannot see the Custom Stamps Category, where is it?

Q. I'd like a proof before I order my Custom Stamp, how do I arrange this?

Q. I previously requested quotes when ordering Custom Stamps, do I need to continue requesting quotes?

Q. Previously my fax form required approval before purchase, can I arrange approvals online?

Payment

Q. What payment methods do you offer?

Q. When will the order charges appear on my credit card?

Delivery

Q. How do I know if OfficeMax has received my order?

Q. What delivery charges will I incur for my order?

Q. How long will it take for my order to arrive?

Q. I haven’t received my order within the expected time. What should I do now?

Returns and Exchanges

Q. What is your returns policy?

Q. I’ve changed my mind, can I cancel my order?

Q. I’ve received an incorrect item in my order. What should I do?

Q. I'm missing an item in my order. What should I do?

Q. I’ve received my order but the items are damaged. How do I organise an exchange?

Q. Can I return an item online?

Support

Q. The website isn’t displaying correctly on my screen. How do I correct this?

Q. Where can I find a user guide?

Q. I can’t find how to do something – who can help me?


 

New OrderMax Features

Q. Are there more changes coming?
A. Yes, OfficeMax is committed to future development and will continue to make small changes to further improve your shopping experience.
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My Account

Q. Username/ Password not recognised?
A. If you receive an error message 'username/password not recognised', please ensure your username is correct and that there are no additional characters. Passwords are case sensitive, so ensure you don't have CAPS lock enabled. If you cannot remember your password, please refer to I’ve forgotten my password. How do I reset it?
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Q. I’ve forgotten my password. How do I reset it?
A. If you have forgotten your password simply click on the Forgotten Password link in the header menu or in the Navigation Panel on the right-hand side. A temporary password will be sent to your email address.
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Q. How do I change my account details?
A. If you would like to change any of your account details; including email address, and new addresses, contact your Account Manager who can organise to have these details amended for you. You are able to change your First Name/Surname under My Account > User Preferences.
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Q. How do I add products to my range?
A. As each OrderMax user is unique, we provide you with the ability to customise product ranges tailored to your needs. If there is a product that you cannot find, please contact your Account Manager to discuss your options.
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Ordering

Q. How do I know if there is stock currently available for an item I want to order?
A. When you view your product results, it will clearly tell you whether product is 'Available' or 'Temporarily Out of Stock'.
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Q. The item I want to order is out of stock. How can I order it?
A. If an item is temporarily out of stock, you can still add the item to your cart. The item will be placed on backorder for fulfilment. For an estimated delivery date, please contact our Client Contact Centre on 136 MAX (136 629).
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Q. How do I place an order on your website?
A. Log in to your account with your username and password, choose your products, add to your cart and then checkout. For more information, check out our OrderMax User Guide.
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Q. I cannot see a product category under my login?
A. A category may not available to clients where OfficeMax does not have an agreement to supply products with your organisation. For further clarification, please contact your contract manager or OfficeMax Account Manager.
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Q. How do I enter a promotional code for my order?
A. Go to your Shopping Cart. You can add your Promotional Code in the Navigation Panel on the right-hand side. Your Order Total will automatically update to include your promotion discount.
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Q. I want to copy an order I’ve made previously. Can I do this?
A. Past orders can be copied quickly and easily via 'Order Tracking’. Simply navigate to ‘Order Tracking’ via the website menu or the right-hand Navigation Panel, search for your past order, select view and then click ‘Copy items to current order’ button.
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Q. Can I request copies of my invoices via OrderMax? 
A. Yes. In addition to providing the option within Order Tracking, OrderMax provides the ability for you to search for and request one or more invoices at a time via our Invoice Reprint functionality.
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Q. I require access to reprint invoices for my organisation, how do I arrange this? 
A. You may contact us via our online form or ask your Account Manager to arrange the access you require. For more information on requesting invoices, view our quick-start guide.
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Q. I’m having problems placing my order. What should I do?
A. If you are having trouble placing an order (i.e. a product, delivery, invoice or service issue), please phone our Client Care Centre on 136 MAX (136 629). If you are having technical issues (i.e. with the OrderMax website or your login), please phone our eBusiness Support Team on 136 MAX (136 629) (Select option 4).
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Q. Can I track my orders online and view proof of delivery (POD)?
A. Yes. All orders can be tracked online. Navigate to 'Order Tracking’ in the right-hand Navigation Panel and search for your order using your customer reference number, invoice number or just by date range. Once you locate your order, click on ‘View’ and select ‘Track Order’. Click ‘Track’ once again to view your Proof of Delivery.
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Q. I have submitted an order and need to change my approver. What can I do?
A. If your account has more than one approver registered you will be able to change this under ‘Order Tracking’. Once you have located your order, select ‘View’ and locate the ‘Approval Status’ section. All applicable approvers will be available in the drop-down list. The previous and new approvers will be notified by email of the change.
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Q. Why can’t I see any other approvers to choose from?
A. This function is not available to our clients who do not approve their orders within OrderMax (eg. integrated) or do not have additional approvers registered against their account. For more information we suggest you speak to your contract manager or your OfficeMax Account Manager.
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Q. Does OrderMax display live pricing?
A. Yes. Please ensure you are logged in to OrderMax to see the correct pricing for your account. You will also be able to view your Preferred or Best Value products.
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Q. How do I save products to a template for quick re-ordering?
Templates can be created by adding products to your shopping cart and then selecting the 'Save As Template' button. You may choose to share your template with other users on your customer account for easy reordering by all. When ready to reorder, your template list is accessible via the 'My templates' button on our right-hand navigation panel. You may create as many templates as you like.
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Furniture & Technology Quote Request

Q. How do I request a quote?   NEW
A. This feature is available for furniture & technology products only. It can be accessed online upon login via Customer Support > Furniture & Technology Quote Request.
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Q. Can I request a quote for any product?   NEW
A. You can request a quote only for specially sourced Furniture and Technology products. Before using this form, we recommend you search for the product online.
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Q. Can I request a quote for a furniture or technology product already available online, in bulk?   NEW
A. Yes, please fill in the details of the product(s) and quantities for your bulk purchase in our online form.
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Custom Stamps

Q. How do I order the new Custom Stamps?
A. Our new category is located Office Supplies > Mailroom Supplies > Stamps > Custom Made Stamps. When browsing, use the filters to narrow your search down to stamp size, shape or type and then select your preferred design template from the thumbnail image and product descriptions.
Selecting the design button will allow you to commence designing your custom stamp and add it to your shopping cart with your current order. More information can be found in our custom stamp user guide.
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Q. Can I save my custom stamps for re-ordering?
A. You may save your custom stamps using our templates functionality to save your individual designs for future use. For more information, read our templates FAQ.
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Q. I cannot see the Custom Stamps Category, where is it?
A. Custom Stamps are not available online to our integrated clients and to clients where we do not have an agreement to supply this product. For more information we suggest you speak to your contract manager or your OfficeMax Account Manager.
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Q. I'd like a proof before I order my Custom Stamp, how do I arrange this?
A. You may print a proof after designing your stamp and adding it to your shopping cart. In your cart, look for the 'Print Proof' button alongside your customised design.
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Q. I previously requested quotes when ordering Custom Stamps, do I need to continue requesting quotes?
A. No, OrderMax displays live pricing. The price you see displayed is current.
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Q. Previously my fax form required approval before purchase, can I arrange approvals online?
A. Yes, Custom Stamps are treated like any other product on OrderMax, if you have an approval process setup, your order will require approval as per the rules already setup.
If you need to arrange an approval process for your account, please contact your OfficeMax Account Manager.
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Payment

Q. What payment methods do you offer?
A. Orders placed on OrderMax are charged to your client account. With prior agreement, OfficeMax may accept MasterCard and Visa credit cards for an order payment. Please contact your Account Manager to discuss a change in your payment preferences.
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Q. When will the order charges appear on my credit card?
A. Your credit card will be authorised for the amount of purchase and an authorisation notice will appear on your account. Your credit card will be charged when your order is invoiced and the authorisation will be removed.
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Delivery

Q. How do I know if OfficeMax has received my order?
A. If your order requires approval, you will receive confirmation once your approver has released the order to OfficeMax. If your order doesn’t require approval you will receive a confirmation email straight away. You can check on the status of orders via 'Order Tracking’, in the right-hand Navigation Panel.
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Q. What delivery charges will I incur for my order?
A. If your order is charged delivery fees, you will be notified at checkout. Delivery is free for orders over $45 excluding GST. Orders under $45 (ex GST) will incur a small order fee of $5.45 (exc GST). Freight & handling and pallet charges may be applied to direct ship items, large items, hazardous goods, postage products, furniture items and items ordered by OfficeMax especially for you.
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Q. How long will it take for my order to arrive?
A. Depending on what types of products you order, they may be delivered from:

  1. One of our own OfficeMax warehouses (Standard Items)

  2. Direct to you from our suppliers' warehouses (Non-Standard Items) or

  3. Both.

Standard Items

Metropolitan locations - Orders received by 3pm for next working day delivery
Country locations - Order received by 3pm for delivery between 1 and 3 working days (covers 99% of rural Australia).
During peak periods of January - February, order may experience minor delays.

Non-Standard Items

If your order comes direct to you from one or more of our suppliers' warehouses, we call these items 'Non-Standard'. You will be advised if you have purchases Non-Standard items in the Order Confirmation email we send you. The majority of these orders will take between 1 and 4 working days to reach you. However some orders will take up to 10 working days to be delivered.


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Q. I haven’t received my order within the expected time. What should I do now?
A. Please check your order status in ‘Order Tracking', in the right-hand Navigation Panel. If you require further information, please call our Client Care Centre on 136 Max (136 629).
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Returns and Exchanges

Q. What is your returns policy?
A. If you are not completely satisfied with your purchase, OfficeMax accepts returns on most products from our catalogue returned within 14 days of delivery. This excludes furniture, customised products specifically indicated as being non-returnable. If you are logged into OrderMax you can view our Returns Policy and procedure, and access our online Goods Return Request Form by navigating to Customer Support in the main menu.
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Q. I’ve changed my mind, can I cancel my order?
A. Cancellation of online orders varies depending on the stage of the order process. If you have changed your mind and wish to cancel your order please call our Client Care Centre as soon as possible on 136 MAX (136 629).
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Q. I’ve received an incorrect item in my order. What should I do?
A. You will need to complete and submit an online Goods Return Request Form. Your request will be reviewed and instructions given on the returns process.
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Q. I'm missing an item in my order. What should I do?
A. Please phone our Client Care Centre on 136 Max (136 629)
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Q. I’ve received my order but the items are damaged. How do I organise an exchange?
A. You will need to complete and submit an online Goods Return Request Form. Your request will be reviewed and instructions will be given on the returns process.
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Q. Can I return an item online?
A. Yes. Please refer to our Goods Return Request Form.
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Support

Q. The website isn’t displaying correctly on my screen. How do I correct this?

A. It is recommended that you view OrderMax using one of the following browsers:

    Web Browser             Minimum Browser Version         Recommended Browser Version

    Internet Explorer           9 or above                                   IE 11

    Google Chrome             Latest Version                              Latest Version

    Firefox                         Latest Version                              Latest Version

    Netscape                      7.1+                                            7.1+

    Opera                          9.0+                                            9.0+

    Safari                           3+                                              3+

    Cookies and JavaScript are required

    Minimum screen resolution: 1024 x 768
    Optimal screen resolution: 1280 x 1024

Call our eBusiness Support Team on 136 MAX (136 629) (Select option 4) and have the following information handy:

  • Browser Type (Internet Explorer, Firefox, etc)

  • Browser Version (Internet Explorer 7, Firefox 3.5, etc) and

  • The web address of the page you are having issues with (e.g. ordermax.com.au)

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Q. Where can I find a user guide?
A. View our OrderMax User Guide. If you have questions about any particular changes, please call our Client Contact Centre on 136 MAX (136 629) between 8.00am and 5.30pm, Monday to Friday, or contact your Account Manager.
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Q. I can’t find how to do something – who can help me?
A. Please call our Client Contact Centre on 136 MAX (136 629) between 8.00am and 5.30pm, Monday to Friday, or contact your Account Manager.
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