Frequently Asked Questions

Here are our most asked questions, still need an answer - make sure you search our comprehensive knowledge base, you'll find information about us, products, suppliers, recipes, storage and more.

General

If I tell you my favourite products, will you add them to your website?

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. We'll approach the Supplier to see if our offering fits with their business.

Orders

Can I order by phone, fax or email?

We are happy to help you out and guide you through our on-line order process. Our website is mobile responsive meaning you can register and order via your phone or tablet, anywhere, anytime. To ensure we bring you the best possible prices, we've streamlined our service. However, if you are experiencing internet issues please feel free to contact us as we don't want you to miss out.

What is your minimum order?

This minimum order is 1 'carton'. A 'carton' is a shipping box. All orders are made in cartons. You create a carton by choosing from a selection of products from a supplier. You can choose all the same products for your carton or you can mix products to create a mixed carton. Carton combinations are different for each supplier and are determined by each supplier. Prices displayed are what you pay for each product in your carton (no additional charges) and are exclusive of GST.

Where do you deliver?

We deliver right to your doorstep, anywhere in mainland Australia and Tasmania (excluding all other islands). Please note; some products are fresh and preservative free with limited shelf life, in this case please take into consideration your transit time, we want to ensure you receive the freshest possible product.

What if I change my delivery address?

Just sign in, click on 'Account', go to 'My Account' and update the delivery details. All new orders will be shipped to your new address. Existing orders will be delivered to your previously entered address. Please ensure you contact us if an existing order requires a different delivery address to Checkout address.

Can I track my orders?

Yes. Tracking is live and can be done from your phone - go to Track Your Order, Login - click on the tracking number.

What if my order has not arrived?

Make sure you track your order first, and contact us with any concerns, as the courier may be running late.

What if my order is incorrectly packed?

Remember all orders are packed by each Supplier you order from, not Good Food Warehouse. We want you to be 100% satisfied with your order, please refer to your order receipt or packing slip for the information we require. You will need to Make a Claim and this can be done from your Phone immediately.

What if my order is damaged?

If the product is damaged, please refer to your order receipt or packing slip for the information we require. You will need to Make a Claim and this can be done from your Phone immediately.

Can I see my past orders?

Yes. To make things easy, you can even re-order directly from your past orders. Once you are logged in, go to Account, My Orders.

Payments

How can I pay for my order?

All orders are paid for via credit card (we accept Visa, Mastercard, AMEX) or direct deposit. That means we do not 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. We use PayPal as our payment gateway.

Do yourself a favour, setup a PayPal account, they offer you a faster payment method, a 3rd Party Guarantee and much more.

When do I receive my invoice?

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 your registered email address. The order number on the order receipt is your invoice number. The order receipt can be re-printed anytime from Account, My Orders.

Do you have any additional charges at checkout?

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

Is your website secure, and are my payment details safe?

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 PayPal to process your on-line payments using the most advanced security measures. PayPal also offers the ultimate buyer protection.