Quick User Guide Q & A *
How do I make an on-line order?
First let’s ‘Sign In’ (top right corner on Home Page) - orders can then be made once you have registered via our on-line shopping site. When registering you will need to enter a few details like your name, contact details, delivery address and choose a password.
Once you have registered and entered your password, you then won’t have to re-enter all your personal or address details next time you shop.
Please keep your account details and password safe, as you would be liable for any unauthorised use of your account.
How do I pay?
Payment for all purchases are made online (including ‘Click ‘n’ Collect’) - using our e-commerce secure on-line payment gateway, eWay, with Mastercard or Visa.
At the checkout you will be asked to enter your card details (a charge of $1 will appear to ensure validation of your card, this will later be refunded) the full and correct amount will be charged once the order has been collated and packed. We will enclose a fully detailed receipt with your order.
Delivery charges are added on at checkout. We are unable to accept cheques or cash on delivery.
What are my purchasing / delivery options?
We are offering a range of options, one of which will hopefully meet your requirements:
- ‘Click ‘n’ Collect’ from the base - The Organic Market & Café 5 Druid Ave Stirling. Just park outside, honk the horn and we bring it to you. (Remember?.. you’ve already paid for it!). 7 days a week.
- ‘Home Delivery’ - to the Hills, Metro and surrounding areas - in our refrigerated Organic Market van. Tuesday to Friday.
- ‘Regional’ / ‘Country Delivery’ - Riverland, York Peninsula, Fleurieu Peninsula, Mt Gambier and the wider Country area - either by Stateliner (to their depot) or by refrigerated courier, depending on service available. Tuesday to Friday.
- ‘Interstate’ - for ‘non perishable’ items only - by Courier or Australia Post. We do not ship overseas at this point.
Refer to About shopping online - Delivery & Pickup Timetable (top left on the Home page) for full details and timetable.
If you live outside our delivery area, please contact Bronwyn on 8339.4835 or by emailing her at firstname.lastname@example.org - we reckon we can accommodate most delivery requests.
What time do I have to order by?
‘Click ‘n’ Collect’ orders need a two hour window to give us a chance to get it together.
‘Home Delivery’ orders need to be in by midnight before the day of required delivery. (eg: midnight Tuesday for a Wednesday delivery)
‘Regional’ / ‘Country Delivery’ orders need to be in by lunchtime (1.00pm) two days before expected delivery (eg: Tuesday 1pm for a Thursday delivery.)
‘Interstate’ orders can be placed at any time - and will be packed and despatched within 24hours if stock is available. (We will advise you if not).
Delivery time will be dependent on Courier / Australia Post services. (Please also refer Terms & Conditions Cl 8)
Do I have to be home to receive the order?
Ideally yes - but not necessary - the goods will be delivered to your front door or to the designated place you have requested when placing your order. Maybe suggest a sheltered spot or supply a cover for the box. (eg: In the dog kennel - watch out for the Rotweiller!)
If you are home - the driver will, if you ask, bring your order inside for you.
If you know that no-one will be home to receive the order, do please make a point of letting us know - we will ensure that it is packed into one of our Red Chiller bags. Refer 'What's so special about the packaging' at the end of this page for details.
Do refer to our Terms and Condition Cl 7 & 8 re delivery - and the requirements for any order that includes alcohol. A signature may be required.
Do you deliver to offices and businesses?
Yes, as long as they are within our delivery area. (Some Regional and Outer Metro areas may require depot collection) You or a person authorised by you needs to be at the premises to receive the order. A signature will be required. If your order has perishable goods enclosed, we will ensure that it is packed into one of our Red Chiller Bags to ensure their freshness until you get home
Refer 'What's so special about the packaging' at the end of this page for more details.
Do you charge for delivery?
We charge a flat fee of $10 per delivery for the ‘Home Delivery’.
'Click 'n' Collect' is free with no packing charge.
‘Regional’ / ‘Country Deliveries’ and some ‘Outer Metro Areas’ may incur higher charges.
(Refer to About shopping online - Delivery & Pickup Timetable (top left on the Home page) for full details and timetable.)
‘Interstate’ deliveries will be charged out at applicable Courier / Aust Post rates. Please phone us on 08 8339.4835 or preferably email us at email@example.com for a quote.
Your delivery fee will be added to your total at checkout.
Is there a minimum order?
There is NO minimum order for ‘Click ‘n’ Collect’
There is NO minimum order for Non Perishable Orders sent by Local Couriers, Australia Post or Stateliner. (A delivery charge is applicable and charged at checkout).
There is a $75 minimum order (and $10 delivery charge) for all ‘Home Delivery’ orders. (with or without perishable goods)
What time will my delivery come?
When you ‘checkout’ you can select your preferred delivery date and time. Tuesday to Friday.
Can I change my delivery date and time?
Yes of course. Just contact us on 8339.4835 Monday to Friday between 8.30 am and 5.30pm or email us at firstname.lastname@example.org
If you change your delivery time or day before your original day of delivery, then no fees or charges will apply to that change. If you change the delivery time on the day of delivery, then we may charge you a re-delivery fee equal to your original delivery fee and the charges for any perishable items which may have spoiled in transit or storage.
How do I cancel an order?
The unexpected happens, we know this - so should you need to cancel an order, contact us on 8339.4835 Monday to Friday between 8.30 am and 5.30pm or email email@example.com If you cancel your order before the order cutoff time, then no fees or charges will apply to that cancellation. If you cancel on the day of dispatch or delivery, then we may charge you a cancellation fee of $20.00 and the charges for any perishable items which may have spoiled in transit or storage. If the goods have already been sent with the Courier - guess the boat has gone so to speak..
Do you charge more for products in your on-line store than in your actual stores?
No. Unlike the major supermarkets who charge approximately 10 to 15% more (and offer no instore specials) for products bought on-line, our prices are exactly the same as what you will find in our store. Our stock availability and any price changes are updated daily.
What if something I order is not available?
Organic Fruit and Vegetables especially are products whose availability varies from week to week. Dry goods are a bit better with supply - but sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If you tick the “substitutions ok” option when ordering we will substitute that product for another product of similar type and price. If there is no appropriate substitute or you have not requested substitutions then we will advise you and adjust your invoice prior to processing.
What if there is a price difference for a substituted product?
If the substituted product is equal or more in price than your ordered item, we will not charge you the difference. If it’s less, we will credit you the price difference on your invoice prior to processing.
What if there is something missing from my order?
If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, please contact us on 8339.4835 Monday to Friday between 8.30 am and 5.30pm or email us at firstname.lastname@example.org and we will assist you in determining what has occurred. If it is agreed that that product was left out of your order in error, will arrange for its re-delivery to you at your convenience, or a credit will be made to your account.
What if I am not happy with an item and would like a refund?
All of us here at The Organic Market & Café really pride ourselves on the quality and freshness of our products. If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.
Please contact us within 8 hours of the delivery on 8339.4835 Monday to Friday between 8.30am and 5.30pm or email email@example.com and we will assist you in determining what has occurred.
If it is agreed that that product should be refunded, the item can be brought back to us for a refund, or the item can be collected from you by our driver next time we deliver to you. The relevant amount will then be credited to your online account.
What if I don’t want you to credit to my online account?
No problems - just email us at firstname.lastname@example.org and we will process the credit back into your relevant Bank Credit Card Account via our secure online gateway providor eWay. Do bear in mind that the banks can take 3-5 days to process this refund.
What’s so special about the packaging?
Well we have tried to be as sustainable as we can with every step in getting this order to you.
.. All cardboard, (boxes and internal packaging) are a recycled product.
.. Plastic bags, if used for wet items, are biodegradable. (Don’t store your product in them for too long, they break down!)
.. The Red Carry Bag, if used, is our eco equivalent to the polystyrene box used by so many others. Our way of keeping your produce cool and exchangeable with your next order.
The outer fabric is a mix of jute and cotton.
The internal 10mm insulating foam is biodegradable.
The lining is a thermal PEVA non toxic waterproof material.
The loose liner inside is 100% compostable - firstly, to keep the bag clean, and then for your use as a liner in your household rubbish bin afterwards.
The Red Bag is used for orders containing perishable products - orders that are delivered when you are not available to accept them or are delivered by non refrigerated transport. The first bag is free, as is the second, with our compliments - only if the first is left out and exchanged with the next order. Failure to do this will incur a $10 cost for a new bag, which will be debited to your account.
*This Quick User Guide should re read in conjunction with The Organic Market & Café’s Terms and Conditions and does not override those Terms and Conditions. Should any ambiguity exist between this Quick User Guide and the Terms and Conditions, the Terms and Conditions prevail.