FAQ Empresas

It's very simple, you only have to fill in the following form. Our sales team will evaluate your request answering you within 24-48 working hours.

Please, when filling in the form, use capital letters and do not forget to complete all the required information to speed up the registration process in our system.

Once the application has been processed, you will receive an email with the username and password to access your customer area and place your orders with the price list assigned.

If you have not received a reply from us, don't forget to check your spam folder first and if you don't find our message there, please send us an email at info@byquokka.com.

Access your private area by clicking on the Login button at the top right of our website. Enter your email and password with which you were registered in Stor. Don't forget to log in to access to the list of assigned prices and place your wholesale orders.

There is no minimum order quantity for wholesale orders, and you can order as many references and quantities as you need, as long as they are in stock at the time of purchase.

We do not apply any discounts for quantities. All our professional customers have access to the same price list and the same conditions.

We admit only the following payment methods:

o PayPal

o Credit Card

o Debit Card

o Bank Transfer

If you select "Bank Transfer" as your payment method, please wait for our team to send you an email with the proforma invoice and bank details in order to make the payment.

We do not offer the option of "payment by installments" or "cash on delivery". The only payment methods accepted are those listed above.

No, at QUOKKA we do not work with dropshipping.

We offer you two simple options:

o Browse through the website and locate the items you want to buy. You can do this in different ways:

- Entering the product reference in the search engine located in the upper area of the shop.

- By collection: Glass, Thermal, Hydratation, Kids, Accessories. 

- By product category: within the main menus there are sub-menus with the categories that will take you intuitively to the desired product.

o Order by Reference: If you already know which products you want to buy and their references, this option is undoubtedly the quickest. Log in to your account, click on SKU ORDERS and specify references and quantities and add the products to the basket., specify references and quantities and add the products to the basket.

In both options you will be shown the total units we have in stock. 

If you don’t know the references, remember that you can find them in the online catalogue that we have sent you during the registration process and on the web page in each product under the product name. Our references are always sequences of 5 numerical digits.

If you are unable to add the desired items to your cart, it is because they are not in stock at the moment.

We always indicate the approximate date when the item will be back in stock, and we send out a monthly newsletter with the latest news. If you do not find the estimated date, we regret to inform you that this item is not expected to arrive to our warehouse any time soon and it is likely that it has been discontinued and will soon disappear from our web.

No, including an item at the cart does not guarantee its reservation or availability. There are items in high demand that may sell out before you complete your purchase even though they were available when you added them to your cart.

It’s very easy, add the items that you like most to your Favourites list so you don't lose track of them. Click on the heart icon (located on each product) to save them and review them whenever you want in your Client Area.

Yes, please contact us as soon as possible (ideally within 30 minutes of placing your order) and a Customer Service agent will be happy to help you. Orders are prepared quickly, so it is important that you write to us as soon as possible so we can arrive in time to make the change.

Yes, please contact us as soon as possible (ideally within 30 minutes of placing your order) and a Customer Service agent will be happy to help you. Orders are prepared quickly, so it is important that you write to us as soon as possible so we can arrive in time to make the change.

Your order number will be inclosed in the confirmation email and in other related communications. You can also find it in “Order History and Details” in the "My Account" section. It is always a sequence of 9 letters.

When you place an order, we will send you several emails to update you on the status of your order:

Order and delivery emails:

o The order confirmation email notifies you that we have received the order.

o The order processing email notifies you that we are processing your order and that it will be leaving our logistics centre shortly.

o The dispatched email confirms that the order has left our warehouse. Please contact us to find out the tracking number and to locate your package.

o Only once the order has been dispatched, you will receive an email with the invoice of your order within a week.

Cancellation/payment error e-mails:

o The order cancellation email confirms this operation. Most of the time, we send you this email after receiving your request to do so, if the selected items are out of stock or if there has been a problem processing your order.

o The payment error email indicates a problem with the payment of the order. Please check the issue with your bank or send us an email so that a Customer Service agent can assist you in dealing with the issue.

To prevent these emails from going to your spam folder, you can include our address in your exception list or address book (this can be set up in your email application).

Yes, in your customer area in "Order History and Details" you can review all your orders and quickly download the associated CSV by clicking on the "CSV" button located to the right of each order.

Yes, you can download the images automatically from your account by going to " Order History and Details".  Next to each order you will find the "Download images" button.

Alternatively, type the product reference in our search engine and download the image by right clicking on the photo. If you can't find what you are looking for, please contact us.

Yes, there is no problem. If you need any information or documentation from us, please contact us.

We don’t have discount coupons for business customers. The ones we have active on the website are exclusively for private customers.

Yes, send us an email to info@byquokka.com and tell us what you need. Our in-house design team, made up of more than 20 professionals in graphic design, industrial design and illustration, puts all its experience at the service of the customer's needs. 

The bottle model that we can personalise is the Solid model, made of stainless steel. The personalisation is done by laser, and a surface area of 4 cm. wide can be personalised. If a larger surface area is required, this could be considered. The engraving will be done on the opposite side to the Quokka logo.

We need the design to be engraved in vector format (.ai, .pdf or .eps). If you send us the logo, we can make a visual of how the bottle would look like. The minimum order for personalisation is 24 units. The maximum delivery time is 2 weeks.

If you want to make a more complex design, the only thing you have to take into account is that for your own designs, the minimum quantity is between 600 and 1200 units per design.

Contact us for more information about prices.