FAQs

FREQUENTLY ASKED QUESTIONS

DO YOU SHIP TO MY LOCATION?

We offer to ship Worldwide. You can calculate shipping costs from your cart or at check-out. If for some reason you are having problems with calculating the shipping to your area, please Contact Us.

CAN WE CLICK AND COLLECT?

Yes. When checking out on our website select "pick up" as the preferred option, wait for our notification that your goods are ready for collection, and then head to our store at 553a North Road Ormond, Victoria, Australia for collection. 

hOW DO i EARN & rEDEEM reward POINTS?

Points are automatically added to your account when you shop online. Once you have enough points to redeem, simply select Sunnybrook Loyalty Program as the payment method on our website, and choose how much you would like to apply to the order. Find out more about our Loyalty Program here.

WHY DO SOME PRODUCTS SAY In STore OnlY?

We stock a range of refrigerated foods that are only available in-store. For logistical reasons, these foods cannot be reliably shipped. To arrange an in-store pick up of these products please contact us and place a phone order. 

IS EVERYTHING ON THE WEBSITE IN STOCK?

We try to keep the website as up-to-date as possible. If you are ordering large quantities of products we may need additional time to notify our suppliers. Staple foods like bread, milk, fruit, and vegetables are delivered once or twice a week.

OUT-OF-STOCK PRODUCTS

Stock products are often on the way from our supplier so it pays to click on the out-of-stock button, we will notify you by email. 

I BELIEVE THERE IS AN ERROR IN THE NUTRITIONAL INFORMATION OF A PRODUCT. WHAT CAN I DO?

We endeavor to be as accurate as possible when stating the intolerances and nutritional information for products on this site. We have a small team that works hard to stay up-to-date with ingredient and packaging changes. However, very rarely we do miss a change in ingredient listings or have small errors in our nutritional information. If you believe we have made an error with a product please Contact Us and we can update any listings and clarify any further information you require. 

 

CAN I TRACK THE ITEMS THAT HAVE BEEN SHIPPED?

Yes, you will receive a tracking number after your order has been shipped. You can track your parcel/s via http://auspost.com.au/track/track.html for Australia Post Parcels

I JUST PLACED MY ORDER, CAN I STILL MAKE CHANGES TO IT?

Yes, but please Contact Us as soon as possible. Once the order has been packaged and shipped we will not be able to change the order.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

The transit time depends on where you are situated. Through Australia Post, Metropolitan Melbourne and Sydney takes 1-3 business days once shipped. Most other Australian places vary between 3-7 business days. If you select the Express Shipping option, we will prioritize your order to be shipped as quickly as possible, however, we can't guarantee next-day delivery.
International Air Shipping takes 7-10 business days.
International Express Shipping takes 3-10 business days.

 

DO YOU ACCEPT RETURNS?

We endeavor to provide you with the highest quality goods available. If you find that your goods are faulty or were damaged in transit, please Contact Us immediately so we can assess the situation. If warranted, we will provide you with a refund up to the purchase price of the goods. We may organize for the return of goods before the refund is approved. Notification of damaged goods or refund requests must be made no more than 24 hours after the goods have been received by you. We do not accept returns for change of mind.

DO YOU STORE MY CREDIT CARD INFORMATION?

We do not store any payment information made by credit card or Paypal.

CAN I ORDER OVER THE PHONE?

Yes. If you are having any difficulties finding the product you are looking for or prefer a phone order, please call us at +61 3 9578 6400 - (Option #3)

Forgot or WANT TO CHANGE YOUR PASSWORD?

  1. Login to your account by clicking on the "My Account" button on the top right-hand corner of the home page and select "Account Home".
  2. In the "Returning Customer" box, click "Forgot Your Password"
  3. Enter your email address and click "Send me a new password.
  4. You will receive an email with a new password you can use to log in.
  5. Once logged in, hover over the "My Account" symbol in the top right corner, and select "Change My Password".
  6. Enter your current password (which was emailed to you), and select a new password.