How It Works
1. Confirm Delivery and Place Your Order
Check your address to see your delivery day options, order cut-off times and delivery fee. You must order before the cut-off time for your chosen delivery day.
2. We Pack Your Order With Care
We careful check produce quality and pack with environmentally conscious packaging to protect your items in transit. If any items are unavailable in your order, we will either substitute or refund based on the preference you select at checkout.
3. Refrigerated Couriers and Proof of Delivery
The evening before delivery, you will receive an notification of any shortages or substitutions to your order. When your order arrives you'll also be sent an sms and email with photo proof of delivery. Delivery is kept below 4°C by our trusted refrigerated couriers.
100% Quality Guarantee
If you are not reasonably satisfied with an item, just let us know and we'll happily refund the item.
Substitution Option
Occasionally, produce can become unavailable due to supply shortages. On the checkout page, you can choose to either allow us to make substitutes (we will only pack a similar item), or just have us refund the item. If you opt out of substitutes, we may still substitute very similar items (eg gala to fuji apples or roma to round tomatoes). To avoid all substitutions, please enter "NO SUBSTITUTIONS AT ALL" in your package instructions.
You will never be charged extra for substitutions. If the value of a substituted item is less we will process a partial refund of the balance.
FAQ
Produce
We source as much of our produce as we can from local certified organic farms (from the Greater Brisbane, Lockyer Valley, and Northern NSW areas), and also from our local certified organic distributors in Brisbane. We only order the stock we need each week, and dont carry it over week to week - so its always fresh!
Yes! All of our fruit and vegetables are 100% certified organic. Our dry grocery and household products are a mix of certified organic, organically produced, contain certified organic ingredients, or are not certified organic. Your can click into any product to see which attributes it has.
For a start, we pack inside a certified organic facility with ACO (Australian Certified Organic) certification #748, which only allows certified organic produce into its doors. Our facility is also routinely inspected by ACO officials. We guarantee only 100% certified organic produce is sourced from certified organic farms. You will also know its organic once you taste the difference!
We totally get this concern. Thats why we have a very strict quality control procedure in place and a money back guarantee for anything you're not totally satisfied with.
- The Best Selection - We are located inside United Organics wholesale warehouse, the largest organic produce wholesaler in Queensland. So we have access to the freshest stock as it comes in each day. Each item is selected within strict quality control guidelines as if we were selecting for ourselves. In this business quality is top priority! If you the customer are not choosing it yourself then we better be choosing the best for you!
- Tight Quality Control - If any stock is not of satisfactory quality, we will not pack it! We do not believe in the short term profit gained by packing bad quality produce, we believe in creating trusting happy customers!. We also train our packers to select each item as if they were selecting it for themselves.
- 100% Refrigerated Supply Chain - Orders are picked in our constant 16 degree packing room, then chill packed with an ice bottle for extra freshness. Refrigerated vans bring it to your home so its cool even if you get home late.
- We pack heavier items on the bottom of the box so your precious goodies arrive in the best possible condition.
It's so important to us that you let us know if you are ever unsatisfied with anything, as this helps us to improve our service. We'd much rather hear about a quality problem and have a chance to remedy the issue than to have you feel like you've been let down! If this ever happens please message or email us a picture and an explanation. We will then process an appropriate refund and confirm with you.
Ordering
As long as you order before the cut-off time for your area, you can order anytime. Your order must be placed before the cut-off time for your chosen delivery day.
Yes minimum order is $80 for most areas, except North QLD towns are minimum $150. You can check your minimum order with our delivery checker.
No, you can order whenever you need.
Sorry, you cannot order less than the unit amount the product is sold in.
To add products to your order: Please place a second order for the same delivery day as the original. Then email us with the order ID# of the second order so we can refund the delivery fee that was charged. Sorry we can no longer remove products from your order.
Yes, follow these steps:
- View your Orders in the My Account section, here you will see your previous orders, (Your orders will appear on this page once we have received payment)
- Click the order you wish to reorder item(s) from
- Click the "REORDER" button
- Click "ADD TO BASKET"
- The products from this order will be added to your cart, you can now add more products or just checkout if you are happy with your order.
Our discounts include:
- Free delivery on your first order using the coupon shown on the Home Page.
- Free delivery on orders over $150.
- We also reward customers with our dollar saving rewards points system. Each dollar you spend earns you 1 point. When you reach 1000 points we'll email you a $10 discount coupon.
- We also offer bulk deals on some products (shown on product labels), and weekly specials.
Yes of course, and what a lovely idea! - To place a gift order:
- Place an order yourself to be delivered to them. If you prefer to place an order yourself, please make sure you: Enter the recipients address details for delivery when creating the account to place the order. - Enter your email and mobile phone number instead of the recipients. That way you will receive all communications from us and it wont spoil the surprise or confuse your friend!
Delivery
You can confirm delivery to your area using our delivery checker.
To check the delivery fee for your area use our delivery checker. We also offer free delivery on orders over $150.
To check which day and time your delivery will arrive, use our delivery checker.
No, you are not required to be home. Our couriers are instructed to leave your order at the door if no-one's home. Your order is delivered in a refrigerated van and is chilled with an ice bottle. So your produce will remain fresh and cool into the evening until you unpack it.
We deliver in refrigerated vans and your box is chill packed with a large ice bottle, so your produce will be fresh even if you can't unpack until the evening.
You can:
- Specify a safe place to leave the order outside of the complex in your delivery instructions.
- Give us a friends unit code who will be home, so they can buzz the driver in and we can leave it by your door.
- Have your order delivered to a work or friends address.
We do not pickup old boxes. We use cardboard boxes for delivery with a waved paper protective insulation liner to keep your produce fresh and safe until you unload it. Our cardboard boxes are recyclable and our paper liner is compostable, so we ask that either keep the box for your own use, compost the paper liner, or recycle them in the yellow bin.
If we missed packing some items in your box, we apologise for the mistake!, please tell us straight away by emailing us, or send us a message from the Contact form. We will then refund the value of the missed item(s).
Unfortunately we do not accommodate pickup orders.
Quality
We totally get this concern. Thats why we have a very strict quality control procedure in place and a money back guarantee for anything you're not totally satisfied with.
Our quality control process:
Our quality control process:
- Each produce line is carefully examined for freshness.
- We taste test!
- We discard anything with bruises, marks, rot and spots, and we are fussy!
- We also return unacceptable produce to our farms so they know to only give us the best.
- Only once it passes our inspection is it made available to our packers.
- We also train our packers to select each item as if they were selecting it for themselves.
- All our stock is sourced fresh daily and packed into your box straight away, so we don't let it sit around.
It's so important to us that you let us know if you are ever unsatisfied with anything, as this helps us to improve our service. We'd much rather hear about a quality problem and have a chance to remedy the issue than to have you feel like you've been let down! If this ever happens please email us. We will then process an appropriate refund. You will receive a prompt reply verifying your refund.
Packaging
Yes!! For our packaging we will pack items loose where possible, and if not we'll use brown paper bags. Rarely for some delicate items we use biodegradable plastic produce roll bags which biodegrade within 1-5 years.
Payment
We accept payment via PayPal or Credit Card. PayPal allows you to link your bank account and credit card as payment sources. Click here to create a PayPal account. If there are any stock shortages on your order, or we need to reimburse you for another reason, we will process a refund. Refunds will go directly to your credit card unless you paid with your PayPal linked bank account, in which case the refund will go to your PayPal balance. This balance can then be used for a future order, or another PayPal purchase. 