FAQ

  • WEBSITE TIPS & TRICKS

  • What are the features of the Honest to Goodness website?

    Our website has great features that we are excited to provide to our customers:

    • Retail Website: www.goodness.com.au - for our retail customers to shop online. Our retail website also includes all of our awesome healthy recipes, blog posts and more!
    • Wholesale Website: wholesale.goodness.com.au - for our registered wholesale customers to access wholesale pricing and place their orders online.
    • Mobile responsive
    • Navigation improvements, including drop down and accordion menus
    • Product questions - you can easily ask us a question about a specific product on its webpage
    • New "Quick Order" function
    • One Step Checkout

  • How can I tell if I am on the Retail Website or the Wholesale Website?

    A simple way to check which site you are on is by scrolling to the very top of the page. If the colour of the top bar is GREEN then you are viewing the Retail Website. If the colour of the top bar is PURPLE then you are viewing the Wholesale Website.


    If you are navigating on the Retail Site and click a link through to Wholesale, you will be notified with a pop-up window asking whether or not you wish to be redirected here.

    Wholesale Customers: Please note that pricing on the Wholesale Website will not be visible unless you have registered for a wholesale account and you are logged in.

  • PAYING FOR MY ORDER

  • How can I pay for my order?

    Our retail website checkout accepts VISA, Mastercard and Paypal for orders.

    Please Note: We use e-WAY payment gateway which is a tier-one PCI DSS compliant provider ensuring the highest security standards set by Visa and MasterCard.

  • When will I be charged for my order?

    Upon receiving your order, our transaction provider e-Way or Pay Pal, carries out a standard pre-authorisation check on your credit or debit card to ensure there are sufficient funds to fulfil the transaction. Just like when you book a hotel! This usually expires in 2-3 days.

    When your order is ready to go your card will then be debited. Please remember that even if a payment is not authorised, some card issuers may still reserve the money - this just depends on your bank.

  • How do I use a discount or promo code?

    Enter your code on the Shopping Cart page in the field titled 'Discount/Gift Certificate Code' and click APPLY COUPON.The discount will be applied and you can then click PROCEED TO CHECKOUT to finalise payment of your order.

    Codes should be entered exactly as they have been received (ie. all capitals or all lowercase). The terms and conditions of each code may vary so please check these details when you receive a code.

    All codes will have an expiry date so please check before use.  

  • SHIPPING & DELIVERY

  • What if I am not going to be home when the delivery arrives?

    If you would like the delivery driver to leave your parcel in a safe place if you are not at home please write 'OK to leave' in the special delivery instructions in the checkout. 

    Please be aware that we cannot offer any guarantees on the security of delivery if you have opted for this preference. We highly recommend you arrange delivery to an attended address.

  • What are the delivery costs?
  • I am having trouble entering my shipping address.

    The checkout uses Google to locate your address. Enter the details slowly in the first line and choose your address. The checkout will then populate the remaining details.  

    If you are in a shop or unit . i.e 'Shop 5, 49 Macquarie Street, Newcastle' - you may have to search for '49 Macquarie Street' and enter the Shop 5 on the next line down. 

    If you are unable to locate your address or you are unhappy with the selection - simply enter it manually. The shipping costs will be determined on your postcode. If you are having issues or do not have any shipping options please contact us on 02 8310 1800 (8am - 5pm AEST).

  • Can I collect my order?

    Collection from Alexandria Warehouse

    • Select 'Collection from Alexandria Warehouse' at the checkout and add your preferred pick up day and time in the special delivery instructions.

    • Orders will take approximately 24-36  hours to process 

    • Our warehouse is in SYDNEY and open Monday - Friday, 7am - 4pm.

    • The address is: Unit E9/46-62 Maddox St, Alexandria, Sydney NSW 2015. View a map here.

    • Enter via Huntley Street (and drive straight ahead, then slightly left we are on the right hand side before Fantastic Furniture) or via
      Maddox Street (and drive through the Industrial estate in a U shape).

    • Please note unfortunately orders cannot be collected on Saturdays. 


    Collection from Markets

  • I have a PO Box - what are my delivery options?

    Only Australia Post can deliver to post office boxes. The maximum weight Australia Post will accept per box is 20kg.

  • How long will my order take? And can I track my order?

    Once your order has been dispatched, you will receive an email with an online tracking number to monitor the delivery status of your order. 

    We aim to have your order processed within 1-2 business days. Orders which are received or have payment processed for after 3pm on Friday will begin processing the following Monday. 

    Our table below shows estimated delivery times* once your order has left our warehouse.

    Destination Estimated Delivery Times
    Sydney 1-2 days
    Canberra and NSW 2-3 days 
    Brisbane and Melbourne 2-3 days
    Adelaide 3-5 days
    Perth 4-7 days 
    Hobart 5-8 days
    Darwin 6-11 days
    Outside of a capital city Add 2-5 days to your nearest capital city 

     

    *Please note these times are an estimate only and could vary depending on the size of your order and the shipping company used. Please refer to your dispatch email for tracking information on individual orders. If there is no information on your tracking email, or you have not recieved this email please contact the Customer Service Team on 02 8310 1800 (8am-5pm AEST).

    Honest to Goodness is not subject to any liability whatsoever for failure to deliver or for delay in delivery arising from unforeseen circumstances. All goods must be checked on delivery, the customer is deemed to have accepted the goods delivered as being in conformity with the customer’s order and merchantable quality.

  • Do you ship internationally?

    Unfortunately no! Due to the nature of our products at this point in time we cannot offer international shipping. 

  • RECEIVING MY ORDER

  • My order has arrived and something is not right. What do I do?

    If something is not quite right with your order please let us know as soon as possible -  ideally within 48hrs of delivery and no later than 30 days after delivery. 

    Problems may include things like: 

    • Your order contains an incorrect item, extra item or an item is missing
    • Damage has been caused to your order in transit 
    • Your order is missing cartons or boxes
    • Your order has a product quality issue

    The best way to advise us of a problem is to do this in writing. This enables us to track your issue in the records against your account for quick follow up. You can either use the Returns/Credits Form or via email to cases@goodness.com.au.

    Please provide us with as much information as possible including your order number, date goods were received, batch numbers and photos which will help us organise a return/credit or refund.

    Once the case has been lodged and received, one of our helpful customer service team members will contact you as soon as possible. 

  • What is your returns policy?

    Please refer to our returns page

  • ORGANIC QUESTIONS

  • What is organic?

    Organic produce is grown and processed without the use of synthetic chemicals, artificial fertilisers, food irradiation or genetically modified ingredients (GMOs). It is an innovative method of farming and production focusing on the health of the soil and utilises the best of both traditional agriculture and modern techniques to produce nutritious produce with minimal intervention. 

    In organic farming the whole system is linked including soil, plants, food, people and the environment. 

    Standards to achieve this are internationally recognised and are assured through annual audits of all certified operators by an independent third party auditor. Buying certified organic means that the produce has passed stringent requirements of a 3-year certification process, ensuring integrity for the consumer. Our warehouse, distribution and production facility are fully certified by Australian Certified Organic (ACO).

  • What does organic 'in conversion' mean?

    Produce that comes from an organic farm that is in the process of its three year conversion period to organics. After 12 months of using organic farming methods, the produce can be labelled organic in conversion. This means the farm has been audited at least once and is abiding by all necessary requirements.

  • What is conventional produce?

    Conventional produce is grown and handled with regular commercial methods which may include the use of synthetic chemicals, artificial fertilisers, food irradiation and genetically modified ingredients (GMOs).

    If and when we choose to stock a conventional product we do so after much consideration and it must meet our strict product selection criteria including that it is free of artificial colours, flavours and sweeteners, free of artificial preservatives, GMO Free, free of hydrogenated fats and grown without the use of insecticides.

  • Are organic grains and flours more susceptible to pests?

    In short, yes. It is important to remember that organic grains and flours are most vulnerable to pest infestation in hotter months, as they do not have any chemical residue protection against pests. During harvest and production a number of ‘weapons’ are used to control pest infestation organically (including maintaining plant health, using C02 gas to kill anything living and cold storage). 

    The level of processing to which a product has been subject to will have a large impact on its susceptibility to pest infestation. Minimally processed products like whole grain may have microscopic eggs still attached to them, whereas these eggs will have been destroyed, in large part, by the milling process for flour.

    Tips for keeping your grain and flour pest free: 

    1. Storage in cool dry conditions (ideally between 10 and 12 degrees C) is the most effective and efficient method to control pests in an organic product.  
    2. Ensure you have a clean shelf/product storage environment. Other products can cause cross contamination issues and inspection of packaging for leaks etc. on arrival can stop a widespread infestation. 
    3. Move to an airtight container if possible - this will stop bugs getting through calico or paper bags 
    4. Infested items can be placed in a deep freeze for three to four days

  • GENERAL QUESTIONS

  • What is your current Allergy advice ?

    We pack a wide range of natural food products on shared equipment including nuts, seeds, grains and cereals, sesame, peanuts, soy and gluten. While we do our best to avoid any kind of cross contamination this can occasionally occur and any of our products may contain traces of these.

    Honest to Goodness also stocks a wide variety of products packed externally and there is the possibility that products we distribute from outside suppliers could change their formulation or substitute ingredients at any time.

    Customers concerned with food allergies need to be aware of this risk. 

  • What naturally gluten free products do you have available?

    Flours: Buckwheat flour, brown rice flour, millet flour, quinoa flour, tapioca flour 
    Baking Ingredients: Baking powder, arrowroot powder as well as all coconut and cacao products are naturally gluten free 
    Rice: All our rice products are naturally gluten free 
    Grains: Amaranth, buckwheat, quinoa, millet 
    Beans: All our beans and pulses are naturally gluten free 
    Cereals: Puffed amaranth, puffed buckwheat, puffed brown rice, puffed millet, rolled quinoa 
    Snacks: Rice cakes, Seaweed snacks
    Seeds/Nuts/Dried Fruit: All our seeds, nuts and dried fruit are naturally gluten free 
    Bottled & Jarred Products: All items including oils, sauces, vinegars, spreads and honey are naturally gluten free 

    Please note that whilst the above listed products do not naturally contain gluten, we do not perform gluten detection testing. Our facility uses shared equipment, which is thoroughly cleaned between all production lines however we cannot guarantee and do not claim they are completely gluten-free.

  • How can I become a wholesale customer?

    If you are able to meet our wholesale customer criteria and fulfill the minimum order requirement of $500 per order (ex. GST & freight) then you can become a wholesale customer. Simply head over to our wholesale website for more information.

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