HOW CAN WE HELP YOU?
For fast and easy support, select from the topic areas below to view frequently asked questions which may help resolve your query.
Orders & Payments
Can I submit my order by phone or email?
At this stage, we don’t accept orders by phone or email. All orders need to be placed directly through our website.
Our online store is designed to be easy to use on desktop, tablet, and mobile, allowing you to browse products, check availability, and complete your purchase quickly and securely.
If you are having any trouble placing an order online you can reach us on our online contact form available at the bottom of this page.
Can I change or cancel my order?
Once an order has been placed, it cannot be changed or cancelled.
Our fulfilment system is highly automated and uses robotic technology to begin processing orders immediately after they are submitted. Orders are instantly transferred to our warehouse and prepared for dispatch, which means there is no opportunity for manual changes or cancellations.
We recommend carefully reviewing your order before completing checkout to ensure all details are correct.
What is your returns policy?
At Honest to Goodness, we take pride in the quality of our products and service, as well as our strong commitment to sustainability. Food is precious, and every product represents the hard work of farmers, producers, and our team.
We encourage thoughtful consumption and ask our customers to consider the environmental impact of food waste when submitting a claim.
To ensure fairness and transparency, we have outlined a clear process for submitting claims. Click here to learn more about it.
I am having trouble entering my shipping address
Our checkout uses Google to locate and validate shipping addresses.
Please enter your address slowly in the first address line and select the suggested option from the dropdown list. Once selected, the remaining address fields will populate automatically.
If your address includes a shop or unit (for example, Shop 5, 100 Macquarie Street, Sydney), you may need to search for the street address only (100 Macquarie Street), then enter the shop or unit number in the second address line.
If you are unable to locate your address or are not satisfied with the suggested options, you can enter the address manually. Shipping costs will be calculated based on your postcode and location.
To display shipping options and pricing, a valid shipping address and phone number must be entered at checkout.
If you continue to experience issues or no shipping options are available, please contact us using the form at the bottom of this page.
What payment option you offer?
Our secure checkout accepts VISA, Mastercard, American Express, Apple Pay, Google Pay and Paypal for orders.
Please Note: We use Braintree payment gateway.
Braintree is a validated Level 1 PCI DSS compliant service provider ensuring the highest security standards, formally recognised by VISA and Mastercard.
Split deliveries - Why do they happen?
We pack and dispatch orders in full from a single warehouse. However, deliveries may still be split by the carrier while in transit.
This can occasionally occur when multiple boxes are separated at the carrier’s depot during the sorting process. Split deliveries are more common with larger orders that require more than one box.
The remaining items are usually delivered on the same day or within 24 to 48 hours.
If you experience further delays, please contact us using the form at the bottom of this page so we can investigate. When contacting us, please include your order number and a list of the items you are still waiting for, so we can retrieve the tracking information and resolve the issue as quickly as possible.
Why did the product I ordered go out of stock?
Stock levels can change quickly, and popular items may sell out sooner than expected due to high demand, supplier constraints, or production delays. We are working to restock affected products as soon as possible and appreciate your patience.
If an item in your order becomes unavailable, you will be notified by email once your order has been processed.
- Prepaid orders will be refunded to the original payment method.
- Account customers will not be charged, and the unavailable item will appear on the invoice for reference.
We also offer a Notify Me option on our website. When a product is listed as out of stock, you can enter your email address on the product page and select Notify Me. You will receive an email notification as soon as the item is back in stock.
Shipping & Delivery
How do I track my order?
You can view your order status by clicking the Order Status button in the menu at the top of this page. This will provide updates on your order up until it is received and processed by our warehouse.
You can also check your order status by logging in to My Account and selecting Orders.
Once your order has been dispatched, tracking information will be sent to you directly by our freight partner via email.
Do you deliver to PO Boxes?
Yes, we do deliver to PO Boxes, but only via Australia Post and for orders up to 20 kilograms.
Orders that exceed this weight limit must be shipped to a physical street address.
What happens if I'm not home at delivery?
All orders are shipped with Authority to Leave.
If no one is available at the time of delivery, your parcel will either be left in a safe place or taken to your local collection point, depending on the carrier’s delivery policy.
How do I know when my order is shipped?
Once your order has been packed and is ready for dispatch, you will receive an email notification from our freight partner with your tracking details, allowing you to follow your delivery.
Do you offer Click & Collect?
We offer Click and Collect to customers located within a 30 kilometre radius of our Alexandria, Sydney showroom.
If your order is eligible, Click and Collect will appear as an option at checkout. Orders are usually ready for collection at least two business days after the order is placed.
How much is the shipping?
Shipping costs are calculated at checkout based on your postcode and the total weight of your order.
You will be presented with a range of shipping options and prices at checkout, allowing you to choose the carrier that best suits your requirements.
Orders over $150 (excluding GST) may qualify for Free Shipping if the total weight of the order is under 24 kilograms. For more details please refer to Shipping & Delivery page.
Can you combine my orders and refund my shipping?
Unfortunately, we are unable to combine orders or refund shipping costs once an order has been processed through our warehouse system.
As an online store offering twenty-four hour purchasing, orders are processed quickly to ensure timely delivery. Due to the strict processing timelines within our warehouse system, we are unable to make changes to orders or provide shipping refunds once processing has begun.
We appreciate your understanding and recommend reviewing your cart carefully before completing checkout.
Do you ship internationally?
At this stage, we only ship within Australia.
International customers are welcome to place an order for delivery to an Australian address and arrange international shipping independently.
Do you offer free shipping?
- Retail Customers
- Wholesale Customers
- Buying Group Customers
Yes, free shipping is available for eligible retail orders. To qualify, the total order weight must be under 24 kilograms and the order must meet a minimum spend, which varies depending on your postcode.
If the order does not meet the minimum spend or weight requirements, shipping costs will be calculated and displayed at checkout. Order value is calculated including GST.
Generally, free shipping is not available for wholesale orders, as freight is not built into our wholesale pricing in order to keep pricing transparent.
However, free delivery is available through our Honest to Goodness Delivery Runs in select postcodes across Sydney, South Coast, Wollongong, and Canberra. If you have a wholesale account, you can check whether your address is eligible to join a Delivery Run.
For buying group customers, freight is not included in product pricing. Shipping costs are calculated separately and split between group members based on the weight of each member’s items in the shared cart.
As items are added, the freight cost will update in real time. Each member can view their individual share of the freight cost as the order builds.
If your buying group is located within an Honest to Goodness Delivery Run area, you may also have access to free or fixed rate delivery for select postcodes across Sydney, South Coast, Wollongong, and Canberra. You can check whether your group is eligible for this service.
Account Management
How do I unsubscribe from your newsletter?
You can unsubscribe at any time by clicking Unsubscribe at the bottom of any of our emails.
Please note that we regularly share product updates and service information, so unsubscribing means you will no longer receive these communications.
If you would like to learn more or are unsure whether unsubscribing is right for you, please Click here to find out more.
Can I have multiple shipping addresses associated with my account?
Yes, you can create and store multiple shipping addresses when you are logged in to your account.
To add a new address, follow these steps:
- Log in to My Account
- Select Addresses
- Click Add New Address
All saved addresses will then be available in a dropdown list when you proceed to checkout.
How do I change my email address?
To update your login email address, please complete the form at the bottom of this page.
Once your request has been processed, you will receive a confirmation email advising that your login details have been updated.
I forgot my password
- Go to our website and click Log In at the top right corner of the page.
- On the login page, select Forgot Password.
- Enter your email address and click Reset Password.
- You will receive an email with a link to verify your details and reset your password
If you do not receive the email, please check your junk or spam folder.
How can I view my order history?
As long as you are logged in to your account when placing your order, you can view your order history at any time.
To access your order history:
- Log in to My Account.
- Select Orders.
- Choose the order you wish to view.
- Select View All Items to see the order details.
You can also quickly refill your cart with the same items by selecting Reorder on any of your past orders.
How do I create an account?
We have a few different types of accounts so be sure to understand which type you would like to set up.
- General account
- Wholesale account
- Buying Group account
You can create an account by selecting Sign Up from the top menu of our website.
Creating an account allows you to place orders and enjoy the following benefits:
- Faster checkout
Your shipping and payment details are saved, so you do not need to re-enter them each time you place an order. - Order history
You can view past orders and track shipments in one place. - Quick reorder
Easily add items from a previous order to your cart with one click. - Shopping lists
Build shopping lists over time and convert them into your cart when you are ready to check out.
If you are purchasing for business use, you can apply for a wholesale account.
A wholesale account provides access to wholesale pricing and additional savings for buying in bulk. Each wholesale order must meet a minimum order value of $500.
To apply, please complete the wholesale account form. Once approved, you will receive your login details by email.
A Buying Group is a community of people who combine their buying power to access lower than retail pricing.
The Group Goodness portal allows each group member to shop individually and then combine orders into one larger order. This is one of the most affordable and sustainable ways to shop our full range.
Buying Groups can range from small groups of family and friends to larger community-run groups supporting regional, remote, or metropolitan areas.
Group Goodness also allows members to buy in bulk and split larger product sizes, helping to reduce packaging and overall cost. Once your Buying Group account is activated, you can invite members and start ordering together.
Wholesale Account
Can I become a wholesale customer?
Yes, we offer wholesale accounts to customers who can meet a minimum order value of $500.
We supply a wide range of businesses, including retailers, manufacturers, cafes, restaurants, buying groups, and specialty stores, with high quality products at great value.
Please note that if you are a buying group or purchasing for personal use, an Australian Business Number is not required to sign up.
How can I become a wholesale?
To apply for a wholesale account, please complete the Wholesale Application Form on our website.
Once your application has been submitted, our team will review it and contact you with next steps.
Click here to find out more about becoming a wholesale customer.
Why do you have a wholesale order minimum?
All wholesale orders must meet a minimum order value of $500.
This minimum helps cover the costs involved in processing wholesale orders, including labour, overheads, and the cost of goods. It allows us to operate on tighter margins while continuing to offer competitive wholesale pricing across our carefully curated range.
If you are unable to meet the wholesale minimum, you are still welcome to place an order at retail pricing through our website.
I am unable to meet $500 wholesale minimum. What are my options?
Why can't I see wholesale prices? I'm logged into my account.
If you are a wholesale customer but can only see retail pricing, this usually means you are not logged in to your wholesale account.
Please try refreshing your browser or clearing cached files, then log out and log back in again. If you were previously logged in, any items in your cart should remain there.
When you are correctly logged in to your wholesale account, you will see a purple bar at the top of the screen. You will also be able to view and download the Wholesale Price List from My Account.
What are Honest to Goodness delivery runs?
Honest to Goodness Delivery Runs are scheduled deliveries made by our own drivers to selected regions in New South Wales.
Delivery Runs operate weekly, and orders must be submitted in line with the delivery schedule, at least two business days before your area’s scheduled run.
Delivery pricing
Free delivery for eligible Sydney metropolitan areas
A $15 flat fee applies for eligible deliveries to the South Coast, Southern Highlands, Wollongong, and Canberra
If you have a wholesale account, you can check whether your address is eligible to join a Delivery Run here.
H2G delivery run - what happens if it falls on public holiday?
Honest to Goodness Delivery Runs that fall on a public holiday will be cancelled.
If you are concerned about stock availability, we recommend placing an order in advance for delivery on the scheduled run one week prior to the public holiday.
If you select a Delivery Run that falls on a public holiday, your order will be delivered on your next scheduled run the following week.
If your postcode is serviced by another Delivery Run on a different day of the week, you may also select the next available run at checkout.
H2G delivery run - Can you collect a product I ordered by mistake?
Yes, we can organise a collection on the next Honest to Goodness Delivery Run to your area.
If we are not already delivering an order to you on that run, a $30 collection fee will apply. This fee covers the cost of the driver attending your location, as well as the administration and Quality Assurance inspection required to return the items to stock.
If we are already delivering an order to you on the scheduled run, the collection fee will be $15. This covers the additional driver time required to return the items to our warehouse, along with the Quality Assurance inspection and administration involved.
Once our Quality Assurance team has inspected the returned items and confirmed they are suitable for resale, a credit will be processed for the approved items.
Can I use the same email address if I create a wholesale account?
Unfortunately, the same email address cannot be used for both a retail and a wholesale account. If you wish to retain both accounts, you will need to use two different email addresses.
Alternatively, you may choose to close your retail account and use that same email address for your wholesale account.
If you need to place a one-off retail order while using the same email address, you can do so by checking out as a guest customer on the retail website.
Can I use the same email address on my retail and wholesale account?
Unfortunately, the same email address cannot be used for both a retail and a wholesale account. If you wish to keep both accounts active, you will need to use two different email addresses.
Alternatively, you may close your retail account and use that same email address for your wholesale account.
If you need to place a one-off retail order using the same email address, you can do so by checking out as a guest customer on the retail website.
How do I know if I'm logged into my wholesale account?
A simple way to confirm that you are shopping as a wholesale customer is to scroll to the top of the webpage once you are logged in. If the top bar is purple, you are logged in to your wholesale account and viewing wholesale pricing.
When logged in to your wholesale account, you will also have access to download the Wholesale Price List.
To do this, select My Account and view the options listed on the left side of the screen. One of these options will be Wholesale Price List, where you can download the file in Excel or PDF format.
You can also view your past wholesale order history within My Account.
How is freight calculated for wholesale customers?
Shipping costs are calculated at checkout based on your delivery postcode and the total weight of your order.
You can estimate shipping costs at any time by adding items to your cart and proceeding to the checkout page.
For larger orders, shipping requirements may change:
- Orders approaching 200 kilograms may need to be shipped on a pallet
- Orders over approximately 350 kilograms may be quoted at a pallet freight rate
We always aim to provide the most cost effective shipping option available for your order.
Do you offer free shipping for wholesale customers?
Generally, no. Freight is not built into our wholesale prices, as we aim to keep pricing transparent.
However, free delivery is available through our Honest to Goodness Delivery Runs for eligible wholesale customers located in select postcodes across Sydney, South Coast, Wollongong, and Canberra.
If you have a wholesale account, you can check if you are eligible to join the Delivery Run.
Do you offer export to wholesale customers?
Yes, we do export outside of Australia.
If you would like to discuss exporting our products, please contact us using the form at the bottom of this page.