FAQ
Find answers to common questions about ordering, pickup, wholesale accounts, product shelf life, delivery, returns and new business support.
Do you offer free samples?
At this stage, we do not offer free samples or repacked trial packs due to food safety and hygiene reasons.
If you are trying a product for the first time, we recommend purchasing a single bottle, bag or smaller quantity first.
Can I place an order by phone, email or message?
For faster processing and better order accuracy, we recommend placing orders directly through our website.
If you need help with a large order, special request or wholesale enquiry, please contact our team before placing your order.
Can I change or cancel my order after placing it?
Please contact us as soon as possible if you need to change or cancel your order.
If the order has already been packed, dispatched or prepared for pickup, we may not be able to amend or cancel it.
Can I walk in to buy or view products?
Sunwide operates as a warehouse, not a retail showroom.
To ensure stock availability and order accuracy, please place your order online first. Product photos, descriptions and specifications are available on our website for your reference.
How does warehouse pickup work?
Please place your order online and select the pickup option at checkout.
Once your order is ready, you will receive a “Ready for Pickup” notification. Please wait for this notification before coming to the warehouse.
Do you offer wholesale pricing?
Yes. Wholesale customers can apply for or log in to their wholesale account through our website.
Once your wholesale account is approved, you will be able to view wholesale pricing and place orders online.
Can I use retail promotion codes on wholesale orders?
Retail promotions and wholesale pricing are separate.
Retail discount codes are generally not applicable to wholesale orders unless specifically stated.
What is the shelf life of your products?
The shelf life of our products varies depending on the product type and batch.
Some products may have a shelf life of 12–24 months from the production date, while others may only have around 9–12 months.
As many of our products are imported, the remaining shelf life may vary due to production, shipping, customs clearance and warehouse handling time. For products with a shorter original shelf life, receiving items with around 3–6 months of shelf life remaining is considered normal.
If you have specific shelf life requirements, please contact us before placing your order so we can check the current batch where possible.
What happens if an item is out of stock?
We try our best to keep website stock information updated.
If a product is out of stock, you can contact us to check the estimated restock time or ask for possible alternative product suggestions.
Do you provide recipes or product suggestions?
Yes. We provide simple bubble tea recipes, preparation guides and menu ideas.
You can refer to our Blog and Shop by Menu sections for recipe inspiration. If you are unsure which products to choose, you are welcome to contact us for general product guidance.
Can I order frozen products with other items?
Frozen items may be checked out with other products. However, frozen goods have their own delivery requirements and may be shipped separately.
Frozen delivery is only available to selected areas. Please refer to our Shipping page for more details before placing an order.
Why did my order arrive in separate deliveries?
Your order may arrive in separate deliveries for a few reasons.
Some items may be dispatched from different warehouses depending on stock availability. In some cases, the courier may also separate cartons during sorting, depot handling, or delivery planning due to truck capacity or operational arrangements.
This means your items may arrive at different times, even if they were placed under the same order.
If the remaining items have not arrived within 2 business days after your first delivery, please contact the courier with your tracking details for an update, or contact us if you need further assistance.
What should I do if my order is damaged or missing items?
Please contact us within 5 days of receiving your order.
To help us investigate quickly, please provide your order number, clear photos of the damaged items, outer cartons, shipping label and any missing item details.
Can I return a product?
We generally do not accept returns for change of mind, incorrect product selection, over-ordering, or products that are no longer required.
If you need to request a return, please contact us within 5 days of receiving your order. Return requests submitted after this timeframe may not be accepted.
All return requests must be approved by Sunwide before any products are sent back. Returned products must be unused, unopened, in their original packaging and in resellable condition. Proof of purchase is required.
If a return is approved, the customer is responsible for any return shipping fees, redelivery fees or related freight charges.
Some items are not eligible for return, including special order items, clearance items, frozen products, or products that have been opened or used.
How long does a refund take?
Once a refund has been approved and processed, it may take approximately 14–30 days for the funds to appear back in your account.
The exact processing time may depend on your bank, card provider or payment platform.
Do you provide support for new bubble tea shops?
Yes. We can provide basic product guidance, recipe suggestions and menu support for new bubble tea businesses.
If you are opening a new store, please contact us with your store name, location, contact details, the type of products or menu you are planning, and your available times.
For Melbourne metro customers, we may be able to arrange an appointment for product guidance or basic training, subject to availability.
For customers outside Melbourne, we can still provide general product guidance and recipe suggestions online or by email.