Dispatch, Delivery and Returns
QUICK NOTE FROM JANE: It's in our best interest and Suppliers aka 'Producers' 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, please follow the Report a Claim process and we'll have a solution to you in 24/48hrs. Still have question please feel free to email me.
Easy Order Dispatch
- An Order Receipt is emailed to your nominated email address. For Invoice Payments bank information is at the bottom of the receipt, Invoice Orders are not processed until payment is received.
- Suppliers will receive the order immediately (excluding Invoice orders). 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.
StarTrack Express Courier Delivery
Australia wide delivery inc Tasmania (exluding islands). Monday - Friday 9am - 5pm delivery service (no PO Box delivery). Star Track will charge a $15.00 re-delivery fee if unable to deliver. Star Track drivers do not have authority to call prior to delivery.
If a StarTrack driver deems it unsafe to leave they will not leave the carton, they will leave a calling card ($15 re-delivery fee), to avoid charges, keep delivery instructions simple.
Checkout Order Notes allow us to flag your order and address it accordingly. Please be aware this can mean your Planned Dispatch Day may change.
Shipping will be approximately 2-4 days after the date of dispatch. Remember we ship Fresh from each Supplier. Delivery can vary depending on their location.
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. If a Star Track driver deems it unsafe to leave they will not leave the carton.
If a StarTrack delivery has 'authority to leave' the goods are deemed the receivers responsibility and Good Food Warehouse is no longer liable for the goods.
Courier Notifications: StarTrack Express will email & text you when your items are 'In Transit', 'On Board for Delivery' & 'Delivered'.
Chilled Courier Delivery
See below for Delivery Zones & Locations. Monday - Friday 8am - 6pm delivery service. Our Chilled Courier will charge a $25.00 re-delivery fee if unable to deliver.
Our chilled delivery service caters to businesses in ACT, NSW, QLD and VIC. The following delivery zones are currently excluded due to an extensive service period - WA, NT, SA remote and regional areas of NSW, QLD, VIC and SA. Please see our Chilled Delivery Zones by State - NSW & ACT, VIC, QLD.
Checkout Order Notes allow us to flag your order and address it accordingly. Please be aware this can mean your Planned Dispatch Day may change.
Delivery Days are set by Location please see Chilled Delivery Zones by State - NSW & ACT, VIC, QLD.
Orders will be delivered to the shipping address provided, all orders will be delivered on your chilled delivery day between 8am - 6pm. If the goods are re-delivered because of business closed or customer error, the re-delivery fee charged by the chilled courier will be passed onto the customer.
If a chilled delivery has 'authority to leave' the goods are deemed the receivers responsibility and Good Food Warehouse is no longer liable for the goods.
Chilled deliveries cannot be swapped or returned after purchase because of change of mind.
Courier Notifications: The Chilled Courier will send a text at 8pm the night before delivery with an estimated delivery time and when goods are delivered. Please note the estimated delivery time may change due to unforseen driver circumstances, it is recommended tracking is checked the day of delivery. Good Food Warehouse is not liable if the driver has changed the estimated delivery time or if the reciever has not allocated an accurate mobile phone number at the time of ordering.
Customer Obligations
As part of our service we need to know 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 24 hours of the delivery.
How to Report a Claim?
Login, go to Account, Report a Claim
Select the Order Number, select the Supplier
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 or incorrect stock ordered. Good Food Warehouse does not have the authority to issue returns on behalf of the Suppliers. Suppliers must approve all returns as products are perishable and this is decided on a case by case basis.
Chilled Goods cannot be swapped or returned 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