Help Centre: How Can We Help You?

General Questions

Australian Owned and Run

Question: Where are you located?
Answer:

We get asked this all the time. We understand buying online can be scary if you dont know where the merchant is based.

We are 100% Australian Owned and Run Company!

We are located at:
239 Separation Street
Northcote Victoria 3070

 

Out of Stock

Question: What happens if an item I want is out of stock?
Answer:

You will not be able to add out of stock items to your shopping cart.

Minimum Order

Question: Is there a minimum order amount?
Answer:

No, your order may be as large or as small as you like! We do have limit on the quantity of each product on each order.

Warranty

Question: Do the GroceryShop.com.au products come with a warranty?
Answer:

If the products you receive are damaged or faulty, please contact us through our help centre.

Remote Areas & Shipping

Question: Can I still order if I live in a remote area?
Answer:

GroceryShop ships Australia wide using Australia Post however remote shipping fees apply for orders being sent to remote locations. 

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

The fee will be calcualted during checkout and added to your total.

Questions About My Account

Registering

Question: How do I register?
Answer:

You can register directly on our website.

Login

Question: What is my login? How do I reset my login?
Answer:

Your login is created by you when you sign up to the website. You can reset it by clicking on the ‘forget password’ link.

Updating account details

Question: How do I update my personal details?
Answer:

Once you login to our webpage click on the blue ‘My Account’ button to the left of the screen.

Ordering Questions

Placing an Order

Question: How do I place an order?
Answer:

 

You place an order on our website by selecting your products and checking out with the checkout button which can be found on the top right of the page.

My Cart

Question: How do I remove an item from the cart?
Answer:

Once you have clicked on the checkout you will receive a summary of your basket. You can remove an item by clicking on the rubbish bin icon

Adding items

Question: How do I add an item to the cart?
Answer:

You can simply add an item to the cart by clicking on the ‘buy’ icon. If you want to add another item once you have clicked on checkout you simply select ‘continue shopping’.

Adding to My Cart

Question: Will my cart be calculated as I add items?
Answer:

Yes, every time you add an item it will update the price

Completing orders later

Question: Can I save my order and complete it later?
Answer:

Our website remembers your accounts current order status once you log in. Simply login to the website to continue where you left off! 
We also make it easy for you to purchase previously ordered products via our 'Preview Shop' page.

Placing an order

Question: When can I place my order? Can I place it anytime?
Answer:

Our online store is open for business 24 hours a day, 7 days a week!

Remote Areas & Shipping

Question: Can I place an order for a remote location?
Answer:

There are no restrictions if you live in a remote area.  GroceryShop ships Australia wide using Australia Post however remote shipping fees apply for orders being sent to remote locations. 

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

This fee will be calulated during checkout and then added to your total.

 

Shipping Questions

Australian Shipping

Question: Where do you ship?
Answer:

GroceryShop ships Australia wide using Australia Post.

Remote shipping fees apply for orders being sent to remote locations. 

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

All remote fees will be calcualted and added to your total upon checkout 
Shipping Confirmation

Question: Will I receive an order confirmation? Shipping confirmation?
Answer:

You will receive an order confirmation and a shipping confirmation by email.

Please note that GroceryShop ships Australia wide however if you live in a remote area, remote shipping fees will apply.

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

A customer service representative will be in touch shortly after you receive your order confirmation to organise the payment of the remote fees. 
Changing Address

Question: How do I change my shipping address?
Answer:

You can change your shipping address before you order. Once you go thought the checkout you will be asked if you want to change the shipping address.

Time frames

Question: How long does dispatch and delivery take?
Answer:
Your groceries will be packed on the next business day and you should expect to receive it 2-7 business days after your order is shipped from our warehouse. Western Australia, Northern Territory and remote destinations may take up to 10 business days.
 
Please note that remote shipping fees apply for orders being sent to remote Australian locations.
 
To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 
 
The remote fee takes into account your location, the weight and number of boxes required to send you your order.  
 
 A customer service representative will be in touch shortly after you place your order to organise payment for remote shipping. We will then aim to get your groceries shipped as soon as possible. 
Shipping Costs

Question: What are the shipping costs?
Answer:

GroceryShop ships Australia wide using Australia Post.

A $10 Flat Rate for shipping applies to the following Metro Areas N1, V1 and S1 and $12 Flat Rate to Q1.

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

All extra shipping fees will be calculated and added to your total upon checkout.
International Shipping

Question: Do you ship internationally?
Answer:

Unfortunately, we don’t ship internationally

Pick up

Question: Do you have a pick up option?
Answer:

No, pickups are not available.

Missed delivery

Question: What happens if I’m not home on delivery?
Answer:

If you are not home to receive your order you will be left a notification from Australia Post that you can use to collect the order from your local Post Office. 

Mishandled Parcels

Question: If my order is accidentally mishandled by Australia Post, what do I do?
Answer:

In the unlikely event of this occurring we ask you to email us within 24 hours. Please include all details about the item, order number and full details of the problem. We may request a photo of the item and its original packaging. 

Remote Areas & Shipping

Question: What are the shipping costs to remote locations?
Answer:

GroceryShop ships Australia wide using Australia Post however remote shipping fees apply for orders being sent to remote locations. 

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post.

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

All extra shipping fees will be calculated and added to your total upon checkout.

Payment Questions

Credit Card Details

Question: Are my credit card details secure?
Answer:

Yes, your Credit Card details are Secure. We do not store or have access to any of your Credit Card details as all transactions are processed through our Partners eWay using a National Australia Bank Online Merchant Account in accordance with the privacy act

Receipts and Invoices

Question: Do I receive a receipt/tax invoice?
Answer:

You will receive an order confirmation with a unique order number and tax invoice.

Remote Shipping

Question: How do I pay for remote shipping?
Answer:

GroceryShop ships Australia wide using Australia Post however remote shipping fees apply for orders being sent to remote locations. 

To determine if you live in a remote location we use the postcode you provide us in your shipping address and match it to the remote locations guide provided by Australia Post. 

The remote fee takes into account your location, the weight and number of boxes required to send you your order.  

The remote fee will be calculated during checkout and added to your total
 
 

Tracking My Order

Order history

Question: Can I view order history? How?
Answer:

Once you login to our webpage you can check the status of your order by clicking on ‘My Account’ and view you order history.

Tracking

Question: Can I track my order?
Answer:

When you login to our webpage you can check the status of your order by clicking on ‘My Account’. This allows you to view your order history and from here you can see the status of individual orders. 

Remote Shipping

Question: Are my groceries being delivered to my remote address?
Answer:

When you login to our webpage you can check the status of your order by clicking on “My Account” this allows you to view your order history and from here you can see the status of individual orders.

GroceryShop delivers groceries Australia Wide. A $10 FLAT RATE postage fee applies to all postcodes within N1, V1 and S1 and a $12 FLAT RATE to Q1.

Shipping Fees for all other postage areas not mention above are calculated based on location, weight and number of boxes required.

If you have any questions or concerns regarding the postage fees please email customer support at info@groceryshop.com.au.