FAQ

  • NEW WEBSITE

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

    Our new website has great new 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

    Coming Soon: Saved Credit Card feature

  • 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 wholesale account and you are logged in.

  • PAYING FOR MY ORDER

  • How can I pay for my order?

    Our retail checkout accepts VISA and Mastercard for retail orders. PayPal coming soon.

    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 time in the special delivery instructions. Or a member of our warehouse team will be in touch to schedule a suitable time

    • Orders will take approximately 24-36 hours to process 

    • Our warehouse is in SYDNEY and open Monday - Friday, 8am - 5pm.

    • 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 get to your order processed within 1-2 business days. Orders which arrive or a paid for after 3pm on Friday will start 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/shape 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 contact us via email.

    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

  • PRODUCT QUESTIONS

  • I have a specific question about a product?

    If you are looking for specific information on a product be sure to check the Full Description, How to Use and Growing & Processing tabs on the product page. There is also a section on each product called 'Product Questions' in which you may be able to find useful information other people have asked or submit your own question. 

  • How do I share feedback on a product?

    We love hearing from our happy customers and sharing the positive feedback with our team. To help spread the word, you can leave a review on the product page. Sharing your feedback will help other other customers decide whether the product is suitable for thier needs.  If you have specific feedback for our team please email us using the contact form.  

  • 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.

  • 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. This includes 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. 

  • Why do your gluten free products say 'may contain traces of gluten'?

    We can guarantee that any of our products which are labelled as gluten free, are naturally gluten free.

    All of our packaging contains a warning that all of our products may contain traces of gluten. As our gluten free products are stored and packaged in the same warehouse as products containing gluten, there is always a very slight chance that contamination may occur. Although the chance of this is unlikely and caution is taken at all times, we would rather ensure that our customers are fully aware of this so they can make the decision as to whether or not the product is safe for them or not.

  • What naturally gluten free products do you have available?

    Flours: Buckwheat flour, brown rice flour, millet flour, quinoa flour 
    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: Organic rice cakes 
    Seeds/Nuts/Dried Fruit: All our seeds, nuts and dried fruits are naturally 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.

Close
Loading...