FREQUENTLY ASKED QUESTIONS
WEBSITE TIPS & TRICKS
What are the features of the new Honest to Goodness website?
Our new website has great features that we are excited to provide to our customers:
- Both Retail and Wholesale customers can now shop on the one platform using the same URL: www.goodness.com.au
- Improved site speed for faster browsing and shopping of your favourite goodies!
- Navigation improvements so you can easily find what you're looking for
- Improved Quick Order functionality
- More ways to pay including American Express and Google Pay
Why I am having trouble logging in?
For security reasons we were unable to move across old passwords to our new website. All pre-existing accounts will simply need their password to be reset in order to login and start shopping on the new site. Don’t worry - it’s easy, reset your password here >>
Why can't I reset my password?
When we moved across to our new online platform, we brought across all of our active customers from the past 12 months (as of September). If you cannot seem to reset your old account password we may just need to set you up! Wholesale customers: please contact us with your wholesale account email. Retail customers: can easily sign up again here >>
What happened to your Wholesale Website?
As part of the website upgrade, we have merged all of our customers onto the one ordering platform. This means both Retail and Wholesale customers login through the same page, and so the old Wholesale site is no longer required.
When not logged in, all prices display at RRP. Wholesale pricing will only be visible if you login using a registered wholesale account.
Can I use the same email address for shopping Retail and Wholesale pricing?
No, unfortunately you may only register an email address under one price level (either Retail OR Wholesale). If you would like to shop both price levels you must create a separate account using an alternative email address.
How can I tell if I am shopping under my Wholesale Account?
A simple way to know if you are shopping Wholesale is by scrolling to the very top of the webpage once logged in. If the colour of the top bar is PURPLE then you are logged in as Wholesale and shopping at Wholesale Prices.
Where is my order history from the old website?
Unfortunately we were unable to move across account order history from the old site to the new. If you would like a record of your past orders, please contact us with the date range of orders required and we will send this back to you.
PAYING FOR MY ORDER
How can I pay for my order?
Our secure checkout accepts VISA, Mastercard, American Express 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 are the order delivery costs?
Find all about our shipping information & free shipping rates here.
Why can't I select a specific carrier anymore?
We no longer provide multiple carrier options as we know many customers found this a little confusing. Our new system now simply calculates the cheapest option within our network of carriers as well as pre-determine the services available based on the delivery address. Upon dispatch, we will inform you of the designated carrier with the information to track your order.
If you need your order to ship with a specific carrier please contact our friendly customer care team.
Why has the cost of freight changed?
We are taking steps towards building a freight inclusive pricing model (particularly for our Wholesale customers) in order to reduce overall costs - being aware that freight charges can be a barrier for some. In the past, while trying to be as transparent as possible, we have not built the price of freight into our product prices and preferred to keep them separate. We aim to make more changes going forward in order to bring you the best value and service possible!
If you have a query about any significant cost changes, please contact our team.
What if I am not going to be home when my delivery arrives?
Orders are automatically defaulted to "Authority to Leave" at the delivery address. If you are not there to accept the order, the delivery driver will leave your parcel in a safe place. Please be aware that we cannot offer any guarantees on the security of delivery. We highly recommend you arrange delivery to an attended address if this is a concern.
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, alongside your location. If you are experiencing problems or do not have any shipping options please contact us on 02 8310 1800 (Monday-Friday, 8am - 5pm AEST).
Can I collect my order?
Collection is available from our Alexandria (Sydney) Warehouse
- Select 'Collection from Alexandria Warehouse' at the checkout and add your preferred pick up day.
- 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.
- Select 'Collection from Alexandria Warehouse' at the checkout and add your preferred pick up day.
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 all orders processed within 1-2 business days.
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 freight carrier 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 received 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 firstname.lastname@example.org.
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.
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
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. If you are still unable to find the information you seek, get in contact with us and we will get back to you with as much information as possible.
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 their needs. If you have specific feedback for our team please email us using the contact form.
What is the best practice for organic food storage and natural pest control?
Please read our Food Storage and Natural Pest Control Guide for tips about how to best store your goods and reduce the risk of potential infestation of products.
How can I access specification sheets, ACO Certificates or other documentation?
In order for us to get you this information please fill in the form on the contact us page. Please leave your requirements and we will aim to get back to you as soon as possible depending on the level of detail required.
Please note we may have to contact external suppliers which can sometimes delay this process and may take up to 7-10 days.
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?
Why I am having trouble logging in?