Frequently Asked Questions 'FAQ'

To make things easy, we’ve listed some of the most common questions we are asked. If you have a question that’s not listed here, please email us at support@goodfoodwarehouse.com.au. We welcome all your questions, concerns and feedback.

General
Orders
Payments
Security

General

Q:	If I tell you my favourite products, will you add them to your website?
A:	Yes. Our product range is constantly growing to meet our customers’ needs. If you have a favourite product you’d like to order from our site, simply email us at support@goodfoodwarehouse.com.au


Orders

Q:	Can I order by phone, fax or email?
A:	No. In order to bring you the lowest prices and the quickest delivery, we’ve streamlined the order process. Ordering can only be done via this website.

Q:	What is your minimum order?
A:	This minimum order is 1 'pack'. A 'pack' is a shipping box. "Packs" explained All orders are made in “packs”. You create a pack by choosing from a selection of goods from a single supplier. You can choose all the same products for your pack, or you can mix products to create a mixed pack. Pack combinations are different for each supplier and are determined by each Supplier as per their carton configurations. Prices displayed are what you pay for each selection in your pack (no additional charges) and are exclusive of GST.

Q:	Where do you deliver?
A:	We deliver right to your doorstep, anywhere in mainland Australia and Tasmania. We can also help to arrange international delivery.

Q:	What if I change my delivery address?
A:	Just sign in, click on the 'My Account' tab and update the delivery details in your profile. All new orders will be shipped to your new address. Existing orders will be delivered to your previously entered address.

Q:	Can I track my orders?
A:	Yes. We know it’s important for you to know the status of your order, so we’ve made it easy. Click here to find out how.

Q:	What if my order has not arrived?
A:	You can easily track your order and keep updated on its progress. Click here to find out how. Please see our Terms and Conditions for delivery details. If you experience any problems with delivery, simply email us at shipping@goodfoodwarehouse.com.au, and we’ll help you out.

Q:	What if my order is incorrectly packed?
A:	We want you to be 100% satisfied with your order, so if there is any problem with the packing of your order, please email us immediately at shipping@goodfoodwarehouse.com.au with the following details: contact name & telephone number, order number, product and description of claim. *Please note:* all incorrectly packed orders MUST be reported to Good Food Warehouse within 48 hours of receipt of delivery. Please see our Terms and Conditions for details of incorrectly packed product claims. Please complete our 'Order Discrepancy form'

Q:	What if my order is damaged?
A:	If the shipping box is delivered damaged, please ensure the driver documents the damage. Then email us immediately at shipping@goodfoodwarehouse.com.au so we can work with you to resolve the problem. If the product itself is damaged, please email us immediately at shipping@goodfoodwarehouse.com.au with the following details: contact name & telephone number, order number, product and description of claim. *Please note:* all damaged orders MUST be reported to Good Food Warehouse within 48 hours of receipt of delivery.* Please see our Terms and Conditions* for details of incorrectly damaged goods claims. Please complete our 'Order Discrepancy form'

Q:	Can I see my past orders?
A:	Yes. To make things easy, you can even re-order directly from your past orders. Once you are logged in, simply click the “My Account” or “Re-Order” tab near the top of the page.


Payments

Q:	How can I pay for my order?
A:	All orders are paid for via credit card (we accept Visa and Mastercard). That means we don’t have to pass along any debt management costs, and that makes it cheaper for you. This means you can also use your Visa debt card if you don't have a credit card.

Q:	When do I receive my invoice?
A:	The order receipt is your invoice, this can be printed directly after the order is confirmed or once you've received your order receipt via email. The order number on the order receipt is your invoice number.

Q:	Do you have any additional charges at checkout?
A:	No, the product price you see is your delivered price. We do not charge for transaction fees nor do we charge any additional freight (international orders only).

Security

Q:	Is your website secure, and are my payment details safe?
A:	Yes. We know how important it is to protect your information, so we use Secure Sockets Layer (SSL) software to encrypt all your information – including your credit card details – so it can’t be read as it travels over the internet. We also use the security-certified services of eway.com.au to process your online payments using the most advanced security measures. For more peace of mind about the security of our systems and our site, please see our Terms and Conditions.