Frequently Asked Questions

We’re here to help you in any way we can. Find the answer to your question below. 

 

Creating an account

  • How do I create an Online Store Account?

    To create an Online Store account, follow the instructions below:

    1. Go to the Account Application Forms page.
    2. Click on the "Online Store Application Form" and download the pdf document.
    3. Complete the application form and obtain approval from your Primary Account Holder for all users listed on the form.
    4. Email your completed application form to online@lincolnsentry.com.au.

    Your application will be reviewed and validated by our National Customer Service Centre. Once your account has been created a Customer Registration email will be forwarded to your nominated Account Holder email address.

    1. Open your email and click on the activation link to activate your account.
    2. Once the "Activate your account" form opens, type in your preferred password.
    3. Re-enter your nominated password in the "Confirm password" field.
    4. Click on the "Send" button to activate your account.

    Your account is ready to use, Click on the "Sign in" option and use your email address and password to sign into the Online Store.

     

  • Can I nominate multiple users?

    Yes. When completing the Online Store Application Form, you have the option to nominate additional users.  The Primary Account Holder must authorise all additional users on the Online Store Application Form.

  • How long does it take to create an Online Store Account?

    Our National Customer Service Centre in Brisbane processes applications on a daily basis.

    If you have an existing Trade Account with us and we receive a valid Online Store Application Form, your Online Store account will be established the next business day.

  • How do I activate my Online Store Account?

    Once your account has been created a Customer Registration email will be forwarded to your nominated email address..

    1. Open your email and click on the activation link to activate your account.
    2. Once the "Activate your account" form opens, type in your preferred password.
    3. Re-enter your nominated password in the "Confirm password" field.
    4. Click on the "Send" button to activate your account.

    Your account is ready to use, click on the "Sign in" option and use your email address and password to sign into the Online Store.

  • Can I electronically sign the Online Store application form?

    Yes, please click on the below link and follow the simple steps:

    https://helpx.adobe.com/reader/using/sign-pdfs.html

My Account

  • Can I update my details on the website?

    No. You will not be able to modify your account details using the Online Store. To change any details such as account addresses, linked users, shipping information and name changes, please chat to one of our National Customer Service Centre Team Member using our Live Chat feature.

  • How can I change my password?
    1. Log into the Online Store using your existing password.
    2. Go to My Account.
    3. Click on the "Change Password" tab.
    4. Enter a new password.
    5. Confirm your password.
  • I forgot my password.
    1. Click on the "Sign In" option (top right of the screen).
    2. Click on the "Forgot password" link.
    3. Enter your nominated email address (email used to create your account).
    4. Click "Send password reset link".

    An email will be forwarded to you with a link to reset your password.

  • How do I sign up for GO Rewards or redeem points?

    For information on GO Rewards, please visit our GO Rewards site:

    https://i-points.com.au/lincoln

    To create a GO Rewards account

    1. Select "Activate" 
    2. Complete the online application by including your account number, postcode, email address and nominating a password.

    If you already have an account, click on the "Login" option to review your points balance, update details or redeem points.

     

     

Orders & Order History

  • Do I have to register for an Online Account to create an order?

    Yes, You will need an Online Account to create an Online Order. To register for an Online Account:

    1. Go to the Account Application Forms page.
    2. Click on the "Online Store Application form" and download the pdf document.
    3. Complete the application form and obtain approval from your Primary Account Holder for all users listed on the form.
    4. Email your completed application form to online@lincolnsentry.com.au. 
  • Can I collect my order?

    Yes.  When creating your order you can nominate to collect your goods by selecting the following options on our "Checkout" page:

    1. Select the option "I would like to pickup the order myself".  
    2. Nominate your account.
    3. Select your preferred branch from the "Choose Location" field for collection of your goods.

    NOTE:  Please wait for your "Order Acknowledgement" from our National Customer Service Centre prior to collection of your goods. 

  • Can I have my order delivered?

    Yes. When creating your order you can nominate to have your goods delivered by selecting the following options on our "Checkout page".

     

    1. Select the option "I would like the products shipped to me".  
    2. Select your nominated ship to address from the "Choose address" field.

    NOTE:  Please wait for your "Order Acknowledgement" from our National Customer Service Centre to confirm your delivery.

  • What if some of the products I have ordered are unavailable?

    Once your order has been forwarded to us, our National Customer Service Centre will review your products before placing your order and contact you if there are any adjustments to your requested order.  You will receive an "Order Acknowledgement" email or fax showing details of your final order including any changes or items placed on backorder. 

  • What is the status of my order?

    Please contact one of our National Customer Service Centre Team Members using our Live Chat feature to enquire about the status of your order. 

  • Can I modify my Online Store order?

    Please contact one of our National Customer Service Centre Team Members using our Live Chat feature as soon as possible and we may be able to assist you with your enquiry.

  • I have received a faulty or incorrect order, what can I do?

    Get in touch with us via our Online Enquiry Form and we will give you a call, Alternatively chat to one of our National Customer Service Centre Team Members using our Live Chat feature for assistance. 

  • Is there a minimum spend?

    No. Lincoln Sentry has no minimum spend requirements.  

    It is free to sign up for Lincoln Sentry's GO Rewards program, which allows you to earn rewards points with every dollar spent. 

  • If I place more than one delivery order in one day will I be charged multiple delivery fees?

    Provided your orders are placed prior to our designated cut-off times, you will be charged only one delivery fee.  For information on our cut-off times, please chat to one of our National Customer Service Centre Team Members using our Live Chat feature.

  • How do I know if you have received my order?

    Once you click on the "Complete Order" button, you will be re-directed to an Order Confirmation page informing you that your order has been placed.  

    You will also receive an "Order Confirmation" email in your nominated email address outlining your order. 

    One of our National Customer Service Centre Team Members will review your requested products before placing your order and contact you if there are any adjustments. 

    You will receive an "Order Acknowledgement" email or fax outlining details of your final order including any changes or items placed on backorder.  

  • Can I view previous orders that I have placed?

    Yes. You can view previous orders within your Account.  

    1. Click on "My Account".
    2. Select "Order History" from your account menu (located in the top right side of your screen).

    To preview the order details, click on the "View Details" button located beside your order.

  • What is your return policy?

    If you have received faulty or damaged goods, a credit may be applied provided these goods are returned to Lincoln Sentry within 30 days.  For more information, please chat to one of our National Customer Service Centre Team Members using our Live Chat feature.

  • What are your payment terms?

    Lincoln Sentry offers varying payment terms. For your specific payment term, please refer to your Trade Account.

Finding Product Information

  • Can I view your products?

    Yes. You can view our extensive product range on our Online Store using one of the following processes:

    • Click on the "Search" icon (located in the top right side of your screen) and enter a product code or keyword to search for products. Click on the "Search" icon within the Search bar or press Enter to activate your search.
    • Click on the "Products" page and select our Cabinet Hardware or Architectural Hardware sections to locate products.
    • Click on the "Brands" page and locate products via individual brand.

    For more information, please chat to one of our National Customer Service Centre Team Members using our Live Chat feature or alternatively, you can visit one of our store locations which stock a selection of products.  We recommend calling your local branch beforehand to check stock availability.

  • Can I get more technical details or specifications on a product I am viewing online?

    Yes, Each Product page contains this information where applicable.

    1. Locate the Product page and find section "Product Downloads".
    2. Select on the document to download the file.

    For further information please contact our National Customer Service Centre Team Members using our Live Chat feature for further assistance.

     

  • I am looking for a particular product, how can I find it?

    Click on the "Search" icon (located in the top right side of your screen). Enter a product code or keyword to search for products.  Click on the "Search" icon located on the search bar or press Enter to activate the search.

  • Where can I find a Safety Data Sheet for a specific product?

    Safety Data Sheets can be located on the Product Details page (if applicable).  If you are unable to locate the Safety Data Sheet, please chat to one of our National Customer Service Centre Team Members using our Live Chat feature, You can preview all Safety Data Sheets by clicking on the "Safety Data Sheets" link located in the page footer section.  This will re-direct you to all of our Safety Data Sheets.

Favourites Lists

  • What are Favourites?

    Favourites is a place where you can save your favourite Lincoln Sentry products into your own customised lists.  You can Add, Edit, Print and Order Favourite lists.  Your Favourites can be accessed by clicking on the heart icon.

  • How do I create a Favourites list?

    There are two ways of creating Favourites Lists:

    1. When browsing Products

    You can create a Favourites list when adding products by clicking on the heart icon. 

     You need to select each individual product you want added to your Favourites list. 

     When clicking on the heart icon you can select to create a new Favourites list by:

    1.     Selecting "+ Create list"
    2.     Enter a Favourites list name
    3.     Select "Create list"

         

    2. From the Favourites menu   

    1. Select "Favourites" heart icon

    If you do not have any existing Favourite lists then click on the "Create new Favourites list", otherwise click on "View All Lists"

    1. Navigate to the bottom of the page
    2. Click on "Create new list" 
    3. Enter a Favourites list name 
    4. Select "Create list"

     

     

     

     

  • How do I add or remove products from a Favourites list?

    To add a product:

    1. Locate product and click on the heart icon.
    2. Select your Favourites list for this product to be added to

     

    To remove a product:

    1. Locate and open your selected Favourites list.
    2. Click on the "X" of the selected product you would like to remove (top right corner of the product image).

    Your product is removed although you have the option to undo your changes by selecting the temporary  "Undo" message located at the bottom right side of your screen when it appears.

  • How do I rename a Favourites list?

    Select your existing Favourites list.

    1. Click on the "Settings" icon  (located to the right of the  "Print" icon).
    2. Enter your new Favourites list name in the "List name" field.  NOTE:  The name cannot be blank or a duplicate name of an existing Favourites list.
    3. Click "Update" to accept or apply changes.
  • How do I print a Favourites list?

    Select your existing Favourites list.

    1. Click on the "Print" icon.
    2. Print as per your preferences.
  • How do I share a Favourites list?

    Select your existing Favourites list.

    • Click on the "Share" icon  (located to the left of the  "Print" icon).
    • Click on the envelope icon under "Share your list via email"
    • If prompted with "Do you want to share your list?", Click "Share my list".

    The link will open using your default email application in a new message.  Enter additional email instructions and send.

    Please Note: 

    The email recipient will be forwarded a link to your shared Favourites list where they can click to open.

    They do not see pricing unless logged in and have an existing Online Store account with Lincoln Sentry.

    When you add or remove products to your shared Favourites list,  the email recipient will see your changes.

    Email recipents cannot edit Favourites lists shared with them.

    Anyone with this link can see your Favourites list.

     

  • How do I delete a Favourites list?

    Select your existing Favourites list.

    1. Click on the "Settings" icon  (located to the right of the  "Print" icon).
    2. Click on "Delete list".
    3. Confirm by selecting "Delete this list" or alternatively if you do not wish to delete the list click on "No thanks".