How to log-in on our new e-commerce site
How do I become a Hills e-commerce 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?
On 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 our Customer Support Team will assist you.
Setting up my account
How many users can I have under my eCommerce account?
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean euismod bibendum laoreet. Proin gravida dolor sit amet lacus.......... accumsan et viverra justo commodo. Proin sodales pulvinar tempor. Cum sociis natoque penatib magnis dis parturient montes, nascetur ridiculus Proin sodales pulvinar tempor. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Nam fermentum, nulla luctus pharetra vulputate, felis tellus mollis orci, sed rhoncus sapien
Are my online and offline accounts linked?
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Aenean euismod bibendum laoreet. Proin gravida dolor sit amet lacus.......... accumsan et viverra justo commodo. Proin sodales pulvinar tempor. Cum sociis natoque penatib magnis dis parturient montes, nascetur ridiculus Proin sodales pulvinar tempor. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Nam fermentum, nulla luctus pharetra vulputate, felis tellus mollis orci, sed rhoncus sapien
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 Customer Support Team to make arrangements.
Can I change my order at Checkout?
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.
I want to return my purchase - what's the process?
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 eCommerce 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 on 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 45 571 and have your order number ready. For changes to Billing address please contact Hills Accounts Receivable department call us on 1300 445 571
I’ve received a hard copy invoice; what payment options are available?
You can make a payment via the eCommerce 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. You can contact 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 get in touch with us at 1300 445 571 with your order number ready.
How do I change my delivery address?
You can update your default delivery address and add any other commonly used delivery addresses within the My Profile settings 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.
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 despatched, 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 on 1300 445 571 and quote your order number.
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.
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?
If an invoice is unpaid, 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 team 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.
Digital Products and Licenses
Why isn’t my purchase downloading?
It could be missing a mandatory field of data – review the information entered. If you are still experiencing difficulties, please contact Customer Support on 1300 445 571.
Where can I find records of my digital purchases?
In My Profile, under Order History.
How long does it take for a license to be approved and processed?
Supply of a licence typically takes between 12 and 72 hours business hours, depending on the type of licence and the supplier.
Where can I find my previous license keys?
Refer to the original invoice, where the licence key is noted. Alternatively, enquire to the Customer Support team on 1300 445 571 who will be able to retrieve it from historic records.
Data Security Policies
What are Hills Ltd’s purchasing information and data security policies?
You can find our purchasing information and data security policies at https://s3-ap-southeast-2.amazonaws.com/hills-assets/Data_Security_Schedule_Kibo.pdf, as provided by KIBO, the site administrator.

For more details, refer to the Hills eCommerce Customer Handbook

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