How to log-in on our new e-commerce site
How do I become a Hills customer?
On the Hills eCommerce Login page, click on the 'Create Account' link and follow the online prompts to forward a request to Hills. Our Customer Support team will contact you to continue the process.
I am not eligible to be a Hills customer, how can I purchase security, audio visual and communications products?
Yes! See our DIY range - visit: https://iprotect.hills.com.au/
How do I retrieve my password?
From within the Hills eCommerce Login page enter the email address linked to the eCommerce an account, select Forgot Password and follow the prompts to receive a Reset password email.
Why can’t I log in?
There could be several reasons as to why a login is not working correctly. Please call us on 1300 445 571 and speak to the Customer Support Team and they will be able to establish your account details.
Setting up my account
How many users can I have under my eCommerce account?
Each customer will have a Primary eCommerce account linked to a single HCS account (Hills ERP). The Primary account holder, also known as the Super Admin (SA) user, will be able to create any number of additional user linked to the Primary eCommerce account and assign specific permissions to those user accounts. There is no limit to the number and type of users that the SA can create.
Are my online and offline accounts linked?
Once you have become a Hills Ltd customer, a Trading Account within the HCS will be linked to the Primary eCommerce account. All online and offline purchased will be recorded against this account and be reflected on the customer’s account ledger.
Orders and purchases
What are my payment options for online purchases?
Payments for your online purchases can be made via a Credit Card or PayPal account.
Are there any alternatives to online payments?
Yes, in addition to online payments the Direct Deposit option is available, please call us on 1300 445 571 and speak to our Accounts Receivable department to make alternative arrangements.
Can I change my order at Checkout?
Yes, an order can be modified any time prior to Confirming Order.
Can I change my order after Confirmation?
No, an order cannot be changed online after it’s been submitted. To change an order after it’s submitted you’ll need to call us on 1300 445 571 and speak to our Customer Support Team.
Can I return my purchase?
Yes, a request to return can be made based on Hills standard return policy. A request for a Goods Return Authority can be made via the e-commerce site by clicking the link under the Login dropdown icon.
Invoicing and billing
Where can I find a record of my invoices?
Order and Transaction History can be found in the My Profiles page, under the Login dropdown.
My billing and delivery address are different, how do I let Hills know this?
You can update your Delivery address’ within the Profile Setting page. If your order has already been placed or you believe there may be confusion re your delivery, please call us on 1300 445 571 and have your order number ready.
I’ve received a hard copy invoice; what payment options are available?
You can make payment via the e-commerce site. Click on the Login dropdown and select Payment. The specific invoice can be selected for payment which can be made via Credit card or PayPal. Or you can call us on 1300 445 571 to use other available options.
Shipping
How much does shipping cost?
The exact shipping charge is calculated and displayed during the Submit Order step, when placing an order.
Delivery and tracking
Where do I find my delivery address?
You can find your default Delivery address within the My Profile page. If you are concerned about the delivery address of an order, please contact Customer Support on 1300 445 571 and quote your order number ready.
How do I change my delivery address?
You can update your Delivery address’ within the Profile Setting page. If your order has already been placed or you believe there may be a confusion in your delivery, please call us on 1300 445 571 and have your order number ready. For changes to Billing address please contact Hills Accounts Receivable department call us on 1300 445 571.
My billing and delivery address are different, how do I let Hills know this?
You can update your Delivery address’ within the Profile Setting page. If your order has already been placed or you believe there may be a confusion in your delivery, please call us on 1300 445 571 and have your order number ready. For changes to Billing address please contact Hills Customer Support Team call us on 1300 445 571.
Can I pick up my delivery myself or with a courier, from a warehouse or local branch?
Yes, at the time of submitting your online order you can choose Pick-up your order from a nominated Hills Branch.
When will my delivery arrive/ how can I track my order online?
Once your order has been dispatched, you’ll receive a Delivery Advice. This will have the relevant tracking details of the carrier handling the delivery. If you are unable to track your order via the details on the Delivery Advice, please do not hesitate to get into contact with us at 1300 445 571 with your order number ready.
How do I get same-day delivery?
If same-day delivery is not otherwise offered for a product in stock at a nearby branch, please call the branch in question (contacts can be found here) or call us directly on 1300 445 571.
Pricing
Where do I find the price of a product?
Product pricing will be displayed based on your agreed pricing structure, while viewing a products’ page, for a logged in users. If you do not have a login you can request an account via the Login dropdown menu.
I've been informed of a special, but it isn’t being applied to my order, why?
Special quoted pricing and local promotions will not be reflected on our online storefront and will only apply to purchases made off line. Marketing promotions for our email and social media subscribers should come with a promo-code that you can apply on the checkout page to activate your special. If your special is online and is still not being applied, please contact us on 1300 445 571
Credits
How do I raise a credit claim?
A request for return and credit can be created in the My Profile page, under the Log-in drop down.
How do I pay off my order history?
You can make payment via the eCommerce site. Specific invoices can be selected or optionally a nominated amount can be specified, payment can be made via credit card or PayPal. You can contact us on 1300 445 571 to use other available options.
If I am on credit stop, can I still order online?
Yes, however orders may be reviewed by Hills Account Receivable department prior to the order being released for processing.
Product Availability
Where can I find out the stock availability of a product?
Stock availability will be displayed on an individual products’ page, unless you have not signed in, in which case you can request an account via the Login drop down menu. If you require a special order outside of our available stock, please call 1300 445 571.
Why can’t I find the product I’m looking for?
Our online catalogue does not yet represent our entire product range, but we’re working to have most products available for online purchase. Please contact us on 1300 445 571 or visit a local Hills Branch to enquire about our entire range.
Are any of my products on backorder?
Prior to the Confirm Order stage you will see the exact availability of the product contained on the order. Products that will be placed on backorder will be displayed with an extended ETA. The products on the order can be modified if the backorder is not acceptable.
Why can I see a product, but not purchase it?
Your product may not be available in your region. Please check the stock availability and location of your product for more information. Hills Limited is legally obliged to provide retail services of restricted products only to persons or businesses with the correct certification. If you are unsure whether you can purchase to a product due to certification, please contact your account representative. Hills Limited provides education and training, as well as brand partner programs if you are looking to become certified.
A product I need is out of stock, how can I find alternative solutions?
Most of our product information pages where applicable will have an ‘alternative product’ section showing products that may assist you should your original product be unavailable. Please check the product details of your alternative product carefully to ensure it fulfils your original requirements. Please contact us on 1300 445 571 to enquire about an alternative solution.
Product Restrictions
Why can’t I find the product I’m looking for?
Our online catalogue does not yet represent our entire product range, but we’re working to have most products available for online purchase. Please contact us on 1300 445 571 or visit a local Hills Branch to enquire about our entire range.
Why can I see a product, but not purchase it?
Your product may not be available in your region. Please check the stock availability and location of your product for more information. Hills Limited is legally obliged to provide retail services of restricted products only to persons or businesses with the correct certification. If you are unsure whether you can purchase to a product due to certification, please contact your account representative. Hills Limited provides education and training, as well as brand partner programs if you are looking to become certified.

For more details, refer to the Hills eCommerce Customer Handbook

Can't find your answer? Please feel free to contact us.