FAQ's
FAQ's
How do I place an order?
Orders can be placed on our website 24 hours a day, 7 days a week. Add the products you wish to purchase to your cart and proceed to checkout to input your billing and shipping information when you are ready to complete your purchase.
Orders received before 11 am (AWST) to a metropolitan address will usually be processed (sent to the warehouse for picking) the same day and delivered the next day. Orders after 11 am (AWST) are usually processed within 24 hours with delivery the day after. Regional orders usually take three to five business days. Order timeframes aren't guaranteed due to circumstances beyond our control and exclude weekends and public holidays.
Always check you’ve selected the correct state!
What payment options do you accept?
We accept VISA, MasterCard and American Express. Payment options are presented during checkout.
How will I know if my order is Confirmed?
Once you have placed your order, you will receive an email confirming your order. Please ensure you provide the correct email address and a contact phone number so that you can be updated on the process of your order, and we can contact you should we need to for any reason.
How long does it take to process my order?
Orders are generally processed (sent to the warehouse for picking) within 24 hours (excluding weekends and public holidays).
What is a tailgate and pallet jack delivery?
As we stock products that are 200 litres and 1000 litres - this stock is packed on pallets. For any delivery to a residential or commercial address that does not have a forklift on site, you will require a tailgate and pallet jack delivery
Do I need a forklift to unload my order?
Orders over 30kg are palleted and require a forklift to offload your order from the delivery truck. If you don’t have a forklift at the delivery location, you will need to select tailgate delivery during checkout. If the delivery truck arrives and is unable to offload because you do not have the appropriate equipment available, that order will be returned to the warehouse and it will be your responsibility to arrange for pickup at your cost.
Can I do a same day order and pick up?
Same day ordering and collection is not available. Once you order is placed we will contact you with a collection date. The collection date is usually within 1-2 business days.
Do you deliver to my suburb?
After selecting our products for purchase, delivery will be calculated by the entered delivery address. Customers have a choice of services and price to delivery their order. If you live in a remote or indigenous community with limited access, please call our customer service on 08 6151 6250 to discuss alternative delivery options.
The Product I want is out of stock in my state but still available in another state ?
Please contact ILD directly on 08 6151 6250 during business hours or email your enquiry to customer.service@ilddirect.com so we can advise when that product may be in stock at your locations.
I did not receive my order?
For delivery orders that have not arrived, or you have not received a “missed delivery” card from the transport company - please call 08 6151 6250 to speak to our customer service.
Does ILD have a store I can visit?
ILD distributes Sinopec products direct from warehouses and does not have a physical store to visit. For all purchasing, please use this ecommerce site.
I need to talk to someone about my order?
To speak to a customer service manager, please call 08 6151 6250 or email customer.service@ilddirect.com with your order/confirmation number.
Where are ILD warehouses located?
We have 6 warehouse locations across Australia Kenwick, WA, Regency Park, SA, East Arms (Darwin) NT,Yatala QLD, St Mary's NSW and Sunshine West, VIC
What are ILD warehouse locations opening hours?
ILD is not a store front. Our stock sits in multiple warehouses nationwide. A date and collection time will be advised once your order has been processed. If you have not received a collection date and time, please send an email to customer. service@ilddirect.com with your order number or call 08 6151 6250.
Why haven’t you responded to my Live Chat query?
The Live Chat is monitored by our team during business hours Monday to Friday. Your Livechat requests are emailed to us if they’re received during unmonitored periods. A team member will respond as soon as possible.
Trade Accounts
Trade accounts will only be considered for accounts with a minimum monthly spend of $5,000. Trade accounts are subject to a satisfactory credit check and at the sole discretion of International Lubricant Distributors. Contact customer.service@ilddirect.com for trade account enquiries.
Who is ILD?
ILD is the exclusive distributor of Sinopec Premium Lubricants to Australian and additional international markets. Our team comprises dedicated lubricant specialists and senior business managers with local knowledge gathered from the world’s most reputable global oil companies. This is a team many “blue chip” mining companies and mining contracts have come to depend upon for their lubricant solutions driven by hands-on customer service and improving their bottom-line profitability.
Who is Sinopec?
Sinopec is one of the world's largest global oil refiners and the largest in our region. The company produces over 700 variants of oils and greases in a strategically located ultra-modern plant in Singapore – the hub to the world’s base oils and raw materials at their fingertips.
Is Sinopec cheaper than other brands?
Sinopec is a premium brand that uses premium base oils and additives to manufacture at one of the world’s most technically advanced blend plants. It is not designed, produced, or marketed as a budget product. However, the ILD model and eCommerce platform significantly reduces the cost to the end-user, allowing you to purchase world-leading lubricant technology for a lower price than the other major brands.
What international standards do Sinopec Lubricants meet (API, ACEA, etc.)?
Sinopec products are all certified by the leading global OENs and accreditation institutions (ACEA, API, JIS, etc.). ILD and Sinopec are in ongoing communication with key OEM technical departments to ensure Sinopec’s product specifications are in-line with the OEM’s ever-changing performance criteria.
How big is Sinopec in Australia?
ILD and Sinopec are suppliers to many of Australia’s premier mining companies with operations across the breadth of Australia. We have warehouses and resellers across Australia selling tens of millions of litres of lubricants per year. Sinopec is now going online to enable all Australians to use our premium lubricants.
What companies use Sinopec?
All the major OEM brands use Sinopec lubricants. Allison, Alstorm API, BMW, Case & John Deere, Caterpillar, Cummins, Detroit Diesel, Eaton Dana, EnergyPac, GE, GBF, Macmahon, Northern Star Resources, Porche, Scania, Toyota, Voith, Volvo, Volks Wagon, ZF.
Can my vehicle use Sinopec?
Yes. If your vehicle already uses another major international brand, then you can use Sinopec. Many of the world’s largest vehicle manufacturers (OEMs) USE Sinopec as their factory-fill. Use our Oil Selector tool to identify the right Sinopec lubricant for your vehicle (go to: http://www.datateck.com.au/Lube/SinopecAU/)
How does Sinopec compare to other well-known brands in Australia?
Sinopec is one of the world’s largest companies and ranks amongst the top lubricant companies in both size and product performance. In Australia, Sinopec is used by many of the largest mining companies working under extreme conditions in remote locations across the country. Sinopec has constantly outperformed the brand it replaced in each case. This has contributed to the impressive growth of the brand around the country.
How well does Sinopec perform under Australian conditions?
Sinopec is being used under extreme conditions around Australia. The products are tested by our customers on an ongoing basis, and many have been able to extend oil servicing intervals as the oil is holding its integrity for longer. ILD and Sinopec have been able to demonstrate extended parts life and reductions in wear on equipment used both on and off road. This has led to the brand's success in the Australian mining industry where lubricants face the most torturous conditions.
