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Dispatch, Delivery and Returns


QUICK NOTE FROM JANE: It's in our best interest and Suppliers to ensure orders arrive to your satisfaction. At Good Food Warehouse we offer a 100% Money Back Guarantee - this is our delivery guarantee and provides you with the ultimate protection. If your carton does not arrive, we'll give you your money back or organise another to be dispatched free of charge. We also guarantee that we'll resolve product issues quickly, just make sure you follow the Report a Claim process and we'll have a solution to you in 48hrs. Still have question please feel free to email me.

** FREE DELIVERY AUSTRALIA WIDE - 100% money back guarantee **


Easy Order Dispatch

An Order Receipt is emailed to your nominated email address. For Direct Deposit Payments bank information is at the bottom of the receipt, Direct Deposit Orders are not processed until payment is received. Suppliers will receive the order immediately (excluding Direct Deposit). Suppliers will review the order, produce or check stock, pack and dispatch according to their Planned Dispatch Days. Suppliers Planned Dispatch Day is found on the Order Receipt, this is different for each Supplier. Once an Order has been dispatched an email notification with full tracking information is sent to your nominated email address. Ordered from many Suppliers, dispatch notifications will be emailed from each supplier. In the event an Order is delayed an email will be sent to your nominated email address advising of the new Planned Dispatch Day. All Suppliers use our National Distribution Courier Service - Star Track Express.

Important Dispatch Information - once your order has been dispatched from a Supplier, an email notification will be sent with tracking information please ensure you are aware of your delivery day and check on that day to ensure the order is running on time.

To ensure a safe delivery, go to your dispatch notification (email), we suggest the following steps;

 

  1. Click on the 'XCN' number to track your order instantly
  2. Take note of your Estimated Time of Arrival - is it on time or do I need to take action?
  3. Delivery Concerns - Contact Star Track Express Customer Service - 132345 - quote your tracking number
  4. Other Concerns - please email Good Food Warehouse; Subject: Order Number
  5. Delivered Not OK - see information on packing slip to report a claim immediately - see Refunds or Credits section

Delivery Instructions and Order Notes

You will be provided with delivery options at the checkout, one of these options must be selected (mandatory). Star Track Express is a courier service, they are unable to phone on approach as drivers do not have authority. Star Track Express deliver Monday - Friday from 9am till 5pm, they are unable guarantee delivery on Specific days or times. Star Track Express will charge you a re-delivery fee of $15 if instructions are not accurate and are unable to deliver on the scheduled day. Important: If a Star Track driver deems it unsafe to leave they will not leave the carton, they will leave a calling card ($15 re-delivery fee), please ensure your instructions are simple and clear, so charges can be avoided. Keep things simple - if you need to tell us something about your order please ensure you add information into the Order Notes. Order Notes allows us to flag your order and address it accordingly, chat to the supplier or yourself if anything requires clarification prior to dispatch, please be aware this can mean your Planned Dispatch Day may change


Shipping Address and Transit

Shipping will be approximately 2-4 days after the date of dispatch - local supplier or metro delivery is usually next day (please see Supplier Order Forms for specific dispatch and transit days). Good Food Warehouse will not be liable for a delay in delivery. All deliveries are done using a courier service, Star Track Express, this service offers NO PO BOX DELIVERY! GoodFoodWarehouse.com.au can only deliver Orders to destinations in Mainland Australia or Tasmania. If you would like to know your estimated transit time go to www.startrack.com.au. Please ensure you allow yourself plenty of time as stock is fresh and has good shelf life. Remember our Suppliers are located Australia Wide, transit time varies by Supplier, our service is about Fresh not Immediate! Orders will be delivered to the shipping address provided, all orders will be allocated the delivery instructions set at the Checkout. If the goods are re-delivered because of customer error, the re-delivery fee charged by the courier company will be passed onto the customer. Keep things simple - deliver to a business address or to another secure address if your home delivery is complicated! NOTE: If a Star Track driver deems it unsafe to leave they will not leave the carton, please ensure you are aware of your estimated delivery day so you can track to ensure it's on time


Customer Obligations

As part of our service we need to ensure the order is received correctly, therefore upon receipt of the Order, you acknowledge and agree to: Open and inspect all cartons that make up the Order and note immediately any observed damage to Good Food Warehouse, retain damaged products and report the claim to Good Food Warehouse within 48 hours of the delivery.

How to Report a Claim?

On your mobile phone, tablet or PC go to Account, Report a Claim, Login In

Select the Order Number, select the Supplier

Complete all the information required, including pictures and description of the issue

Submit, will send a copy directly to the Supplier and to Good Food Warehouse customer service

The Supplier will require 24-48hrs turn around, we will be back in touch during this time


Returns

In the unlikely event an Order is returned to sender, the Order will not be re-dispatched until re-dispatch freight has been paid by the customer. Good Food Warehouse reserves the right to hold the Order until such times as the re-dispatch freight has been paid. If the customer does not wish to pay for re-dispatch freight of the Order and wishes to cancel the Order, Good Food Warehouse shall refund the cost of the Order less the cost of the original freight and an administrative fee of $25-00. Should the total Order be less than the cost of the freight and administrative fee, then there will be no refund to the customer.

No Cancellations - once your order has been dispatched, it is not possible to cancel or refund your order because of change of mind


Refunds or Credits

Failure to notify Good Food Warehouse within 48 hours of delivery of the Order via the Report a Claim process will be deemed by Good Food Warehouse as your acceptance of the Order and an exchange or refund will not be available. All credits issued by Good Food Warehouse will be provided in the form of a refund to the payment method used. Good Food Warehouse does not have the authority to issue credits on behalf of the Suppliers. Suppliers must approve the credit before any action is taken. This is a Dispatch, Delivery and Returns summary for more detailed information see GoodFoodWarehouse.com.au Terms and Conditions