FREQUENTLY ASKED QUESTIONS
WHY DO SOME PRODUCTS SAY CONTACT US?
We stock a range of products that require refrigeration. Many of these items are listed on the site but you are not able to buy them directly online. In these circumstances you will see a Contact Us button instead of Add to Cart. If you click on Contact Us you will see the store phone number and some other information about shipping of refrigerated goods.
Refrigerated items have to be specially packaged and can only be shipped reliably to certain areas within Australia. Please phone the store to discuss options for these items and see if it is possible to deliver to your location.
IS EVERYTHING ON THE WEBSITE IN STOCK?
We try to keep the website as up to date as possible regarding stock management. If you are ordering large quantities of products we may need to order them specially in. we generally receive products with short use-by dates like bread and milk on specific days once or twice a week, so please Contact Us for urgent orders and to receive the freshest prodcuts.
OUT OF STOCK PRODUCTS
Some products may have an Out of Stock button instead of Add to Cart. In this case, the item is out of stock. If you click on the Out of Stock button, we will notify you by email when the item comes back in stock. Please Contact Us if you would like an estimated arrival time for the product.
I CAN'T FIND ONE OF MY FAVOURITE PRODUCTS. HAS IT BEEN DELETED?
We have recently undergone a transfer of our product database. Whilst we have tried our best to make sure all of our products are listed on this website, you may find that something you usually buy from us has become lost in the transfer. If this is the case, please Contact Us and let us know that your favourite product is missing. We will then either relist the item, or let you know if it has infact been deleted.
I BELIEVE THERE IS AN ERROR IN THE NUTRITIONAL INFORMATION OF A PRODUCT. WHAT CAN I DO?
We endevour to be as accurate as possible when stating the intolerances and nutritional information for each and every product on this site. We have a small team that work 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.
DO YOU SHIP TO MY LOCATION?
We offer shipping World-wide. On check-out, shipping options will appear once you enter your postal address. If no shipping options appear please Contact Us.
CAN I TRACK MY 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 2-3 business days once shipped. Most other Australian places vary between 3-7 business days. Australia Post offers a next day delivery service throughout most of Australia.
International Air Shipping takes 7-10 business days.
International Express Shipping takes 3-10 business days.
CAN I PICK UP MY ORDER FROM YOUR SHOP?
Our shop is located in Ormond, Victoria, Australia. If you wish to pick up your order, please Contact Us before placing your order.
DO YOU ACCEPT RETURNS?
We endeavour to provide you with the highest quality goods available. If you find that your goods 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 damaged goods. We may organise 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 on +61 3 9578 6400.
- Login to your account by clicking on the yellow Login button on the top right hand corner of the home page.
- The Login button will now appear to say “Hi (Username)”. Click on this button and a drop-down menu will appear. Click on My Account.
- On the left-hand menu, select Account Information.
- Under you account information which appears, select the tick box next to Change Password.
- Enter your current password, then type in your new password. You will need to confirm your new password again.
- Hit the Save button on the bottom right hand side of the page.
- Your password has now been re-set.
- If you have lost your password, click on the yellow Login button on the top right hand corner
- Under “Registered Customers” click on the Forgot Your Password?
- Enter your email address in the box provided, then click Submit.
- Go to your email account and click on the link provided, this will take you back to the website.
- Type in your new password. You will need to confirm your new password again, then click Reset a password.
- Your Password has now been re-set.