SHIPPING POLICY
Updated as of 3:85 PM on 15th January 2024
Please note - all parcels shipped from FodShop are shipped with an Authority to Leave by default, via both AusPost and our Courier Partners. This is a hangover from pandemic times, and unfortunately neither AusPost nor our Couriers will remove this expectation, despite our wishes. To confirm - if you order from us, you give AusPost and our Courier Partners Authority to Leave the parcel at your address or in a different location nominated by you before the parcel leaves our warehouse.
QUALIFICATION FOR FREE SHIPPING - AUSTRALIA
STRICTLY ONLY APPLIES TO AMBIENT/SHELF STABLE PRODUCTS IN YOUR ORDER.
Free shipping is available for items in the Australian states of VIC, NSW, QLD, SA, WA, TAS, and ACT. Customers whose order values reaches the threshold of $125 or more, qualify for free shipping*.
*Free Shipping is not qualified for orders containing either We Feed You or Dineamic meals. If meals from both We Feed You and Dineamic are in cart, the default shipping rate is $25.00
*Free Shipping is not qualified for orders containing refrigerated items. If your order contains items marked as "Refrigerated Products", the default shipping rate is $29.99
*If your order contains a mix of item types, you may be charged a blend of these shipping rates
QUALIFICATION FOR FREE EXPRESS SHIPPING - AUSTRALIA
STRICTLY ONLY APPLIES TO AMBIENT/SHELF STABLE PRODUCTS IN YOUR ORDER.
In order to receive Free Express Shipping on shelf stable goods, please select 'Free Express Shipping' at Online Checkout*
*Free Express Shipping is not qualified for orders containing either We Feed You or Dineamic meals. If meals from both We Feed You and Dineamic are in cart, the default shipping rate is $25.00
*Free Express Shipping is not qualified for orders containing refrigerated items. If your order contains items marked as "Refrigerated Products", the default shipping rate is $29.99
*If your order contains a mix of item types, you may be charged a blend of these shipping rates
Please note: Free express shipping promotion applies to order value after other vouchers and discounts have been applied ie. if with a discount or voucher your cart is less than $175, you will receive free standard shipping only.
Certain remote postcodes are not eligible for free express shipping and will instead receive free standard shipping.
IN-STORE ONLY PURCHASES
Please note that products labelled as PICKUP ONLY can only be collected from our store in Cheltenham, VIC. These products are not suitable for shipping.
Dineamic meals are for delivery only.
CLICK N' COLLECT
All CNC's must be picked up from Factory 5, 30-32 Christensen Street Cheltenham on the following days:
Monday to Friday - 9AM to 5PM
Saturday & Sunday - 10AM to 3PM
CNC is free. Please note that orders containing Lewis & Son and Special Orders require advanced notice for CNC.
Coupon Codes Applied at Online Checkout
One coupon code may be applied in any 1 given order per customer at one time. Coupon codes are not able to be combined, and they are non-transferable.
*Coupon codes taken from third party websites i.e. Coupon Plus Deals and other MLM's are not authorised by FodShop, therefore FodShop practises the right to refuse the use of such coupon codes and all affiliate marketers using them.
OPERATIONS & SHIPPING
Available in Australia & NZ
Parcels are despatched at 3pm sharp daily.
Order before 2:45pm for same-day despatch Monday - Friday, except on public holidays.
We will ship via the most cost effective method, either Australia Post, Couriers Please or Aramex. If you have a preference, please contact us via phone, email, or leave notes on y our order and we'll do our best to accommodate. This includes express orders, which may from time to time be downgraded to standard shipping due to excessive shipping costs. If this occurs, we will notify you.
Should an item become unavailable at the time of purchase, we will contact you to notify you, and offer you the choice to hold the stock until the item becomes available, or choose an alternative item. Alternatively, you may receive a credit or full refund for the item.
The cost of shipping your order to your delivery address is charged to you at a flat rate.
Estimated Times of Arrival (ETAs)
We strive to ensure the timely delivery of your parcel, however we cannot guarantee delivery times, as these are not in our control once the parcel(s) have been handed over to Australia Post or our courier partners.
As a general rule, please allow 3-5 business days for your order to arrive if your delivery address is outside of VIC Metro, and no less than 10 business days for international orders.
COLD FOOD - AUS ONLY
Delivery Timeframes
Orders containing meat, or other refrigerated goods, are despatched Monday and could take up to a week to be delivered to you.
The cartons are kept refrigerated at all times in transit.
Meat can be ordered fresh for store pickup, but must be purchased before midnight on Thursdays.
Orders which are placed after this time will be allocated to the following week's delivery schedule.
Shipping rates
A flat rate of $29.99 applies to any order containing cold, fresh and/or frozen foods, and/or a combination of food products from these categories +/- shelf stable grocery food items.
Should an order contain a combination of at least one or more of shelf-stable, fresh and refrigerated or frozen item categories, the shipping rate will remain at a default flat rate of $29.99.
Delivery zones
In-house refrigerated product(s) (Roza's Gourmet, The Broth Sisters, Lewis & Sons) are able to be shipped across VIC, NSW, QLD, ACT, SA and WA. Some regional areas are excluded from refrigerated shipping due to logistics constraints. If this is the case for your order, a refund of the difference between cold and standard shipping will be provided, and your ambient items will ship.
Packaging & Delivery
Cold food is packed on ice, then it is wrapped in thermal insulated packaging to keep food cold from the moment it leaves the refrigerator and/or freezer and placed into shipping cartons in preparation for despatch to our third party courier, Cool Cartons.
Once cold chain parcels are handed over to a third party courier, they are stored in cold rooms until ready for local and/or interstate linehauls. All trucks which transport cold orders are refrigerated.
Parcels are kept cold at each storage & transportation point in the logistical pathway, from despatch, to delivery direct to consumer.
READY-TO-EAT FRESH & FROZEN MEALS - AUSTRALIA ONLY - THIRD PARTY LOGISTICS FULFUILLMENT
Dineamic (Australia) - Third Party 1
Delivery Areas
Dineamic fulfil orders on behalf of FODShop.
Dineamic meals are cooked fresh and delivered fresh.
In order to organise delivery of orders to you (the customer), we are required to hand over your customer order details i.e. the items you have ordered, and your delivery name, address, contact number, email address and relevant delivery notes to this third-party.
We must hand over this information to Dineamic for the purpose of fulfilling your order, thus by ordering Dineamic products at fodshopper.com.au, you consent to this third-party fulfilment process.
Delivery is all across VIC, NSW, SA, ACT, WA. Dineamic cannot ship to QLD at this time.
Delivery flat rate: $25
Delivery Information
The low FODMAP meals are soup, mains and trays.
Below summarises the Use By time frames after the meals are cooked fresh. Each meal pack is clearly marked with a Use By Date, according to the guide outlined below:
|
|
UBD |
Min @ Dispatch |
| Soup |
Vegetable |
60 |
21 |
|
Protein |
45 |
21 |
| Mains |
Vegetable |
45 |
21 |
|
Protein |
35 |
21 |
| Trays |
Vegetable |
16 |
12 |
|
Protein |
16 |
12 |
For health and safety regulations, we do not recommend freezing the meals.
If you choose to freeze the product(s), it is strongly recommended that meals are consumed on the day of thawing OR make your own notation on the pack (or elsewhere) as to the date frozen and how many days shelf life it had left at the time. It will then be known that the meal(s) is/are eaten within acceptable shelf life time frames.
If you have any special delivery instructions, live in a secure block or have pets we should be aware of, simply note in the Delivery Instructions box when ordering.
Selecting a delivery date & timeslot
We will notify you of your delivery slot via email. If you have any dates that you do not want the meals to be delivered, please include those in your order notes, and we'll do out best to accommodate.
We Feed You (Australia) - Third Party 2
Delivery Areas
We Feed You fulfil orders on behalf of FODShop.
We Feed You meals are cooked fresh and then frozen until you (the customer) receive them.
In order to organise delivery of We Feed You orders to you (the customer), we are required to hand over your customer order details i.e. the items you have ordered, and your delivery name, address, contact number, email address and relevant delivery notes to this third-party.
We must hand over this information to We Feed You for the purpose of fulfilling your order, thus by ordering We Feed You products at fodshopper.com.au, you consent to this third-party fulfilment process.
We Feed You currently deliver across VIC, NSW, QLD and ACT.
We Feed You Christmas delivery information:
VICTORIA
- Orders close midnight Mon 19th Dec for last delivery on Thurs 22nd of Dec.
FIRST DELIVERIES for 2023 will be on Thurs 5th and Saturday 7th Jan.
QUEENSLAND
- Orders close midnight Thurs 15th for delivery Wed 21st Dec.
- Orders close Mon 19th Dec at 9am for last delivery Fri 23rd Dec.
FIRST DELIVERIES for 2023 will be two weeks later on Friday 6th Jan and Sat 7th Jan - depending on your postcode.
NEW SOUTH WALES & ACT
- Orders close 10am Mon 19th for final deliveries Thurs 22nd and Friday 23rd of Dec.
FIRST DELIVERIES for 2023 will be Sat 7th Jan and Monday 9th Jan - depending on your postcode.
General Information
All We Feed You meals are cooked, frozen and dispatched from the We Feed You kitchen straight into refrigerated vans to arrive at your door still frozen. Meals will remain frozen in insulated delivery boxes for at least twelve hours, assuming they are not left in a warm space, hot car or direct sunlight. If there is any problem with your delivery, or the meals are fully thawed/damaged, claims must be submitted within 24 hours of receiving the meals, with pictures.
If you have any special delivery instructions, live in a secure block or have pets we should be aware of, simply note in the Delivery Instructions box when ordering.
Delivery Times
We will notify you of your delivery slot via email. If you have any dates that you do not want the meals to be delivered, please include those in your order notes, and we'll do out best to accommodate.
REFUND & PRODUCT EXCHANGE POLICY
Product Replacements & Refund(s)
If your order is delivered to you in a condition that is not representative of our usual high quality standards of delivery e.g. a product(s) are broken, damaged, soiled, leaked, safety seal is popped, perished (if cold), expired (past the best before or use-by date), or rendered inedible in any other way, you should do the following in order for a replacement(s) to be issued for the damaged product(s):
1) Take a photo(s) of the product(s), packaging and shipping carton
2) Email photo(s) of said product(s) to operations@fodshopper.com.au
We will promptly organise a replacement(s) or refund based on steps 1) and 2).
Safety Precautions
Do not consume a product(s) that is deemed faulty for any reason(s) outlined in the above section. If you are not sure if a product is safe to consume based on the condition it has been delivered in, contact us at operations@fodshopper.com.au or call 0435 003 412 to seek clarification.
In the event that glass bottled/jarred product is shattered/exploded/rendered inedible upon receipt, please promptly take photos, then discard broken glass and DO NOT consume the product, even if part of the product appears to be edible.
Soiled Deliveries
Please follow the below steps in the event a product(s) is/are broken/shattered, resulting in a soiled delivery:
- Protect yourself during the clean-up using gloves and closed shoes.
- Take a photo of the carton and its contents including the label
- Pick up the big pieces of glass and place them on some newspaper.
- Wrap the broken glass in the newspaper and dispose of it safely in a plastic bag.
- Vacuum up the smaller shards of glass.
- Clean up any remaining spillages with paper towel, chux or cloth.
If you ordered a product(s) and it was not supplied in your order shipping box, please take a photo of the products which WERE supplied, AND a photo of the invoice you were supplied. A prompt replacement(s) will be supplied.
PLEASE NOTE: The below are not acceptable refund requests, and will be rejected:
- Change of mind (individual product(s) or entire order(s)
- Request for order cancellation for orders placed more than 12 hrs from the order placement time.
Product Exchange(s)
- In the event that an item(s) is/are out of stock at the time of order placement, we will contact you to organise product(s) replacement(s) of equivalent value in a different brand(s). If a suitable replacement cannot be supplied, we will provide you with store credit equivalent to the value of said product(s). In order to redeem the store credit, a unique coupon will be provided to you. You should redeem this coupon code at online checkout on your next FodShop order.
- In the event we cannot supply an equivalent replacement(s), or in the event an equivalent replacement is not available, FodShop may provide a refund at our discretion.
