FAQ

How do orders get sent?

We currently use Australia Post E-parcel for all orders leaving our warehouse. If your item is sent straight from the distributor we will notify you of this and you will receive your item from a courier of their choosing. If you have also ordered items that ship from our warehouse you will receive two separate packages. One from us using E-parcel and one from the distributor's courier.

 

How much is your postage?

We try very hard to keep our postage at an affordable rate for our customers. Please refer to our Postage and shipping rates page for details costs.

This excludes furniture and/or bulky items or items sent straight from our distributor.
You will see the postage estimate for these items in bold on the product on your checkout page before payment.

When will my order be dispatched?

Orders are shipped within 1-4 working days. We ship parcels all year round, excluding weekends, public holidays -  except where an ordered item is out of stock your order may be delayed for several days until we have all items to send at once (we will advise you of any delay).  We do not offer express delivery however should you require delivery for a certain date, or have special delivery requirements, please CONTACT US with your name, and order number and we will do our best to assist.

 

How long does it take to receive an order?

Once your order has been picked, packed and posted you will receive an email advising you of a tracking number. You can then track your order through the Australia Post system.


At this point it’s out of our hands but generally it takes between 2 – 6 days to receive your package from leaving us. If there are any unforeseen delays, we will contact you ASAP .

 

How do I track my order?

Once your order has left our store an email will be sent to you via Australia Post with your tracking details. You can then login to the Australia Post website and track the whereabouts of your parcel from there.   Bulky items will be sent via courier and a seperate tracking number will be sent to you. Please note it can take up to 24 hours for these details to be sent to the customer.

If you have any concerns about the delivery or processing of your order, please do not hesitate to contact us emailing us info@therawfoodstore.com.au

 

What payment methods do you accept?


We accept Visa, MasterCard , Paypal and Bank transfer.

Bank Transfers: If you choose bank transfer you will be emailed our bank details

Please make payment within 7 worksing days of placing your order. After this time, if no payment has been made we will need to cancel your order in the system and return the items to stock.

 

Can I return my order?


Visit our returns policy here.

 

Missing item or wrong item sent...


If you open up your parcel and discover that we have accidentally sent you the wrong item or that something is missing please contact us – however please check the following:

  • Check your invoice or email confirmation that you did in fact order the correct quantity and or items.
  • If something is missing, please search all the packaging, bubble wrap, box thoroughly. Also, please carefully open any bigger 
    items to check if our clever packers have popped a smaller item into the bigger box .

Faulty goods?

Please refer to our returns and exchanges policy - all faulty goods need to notified to us within 7 working days of arrival.

 

How Long will it take to get my order?

Below are estimates on how long it will take an order to be received once your item has been dispatched and fulfilled, not from the day you placed your order.

Please note these are estimate delivery times only.

  • Melbourne: 1-2 Business Days
  • Regional Victoria: 2-3 Business Days
  • Tasmania approx. 2-4 Business Days
  • Sydney: 2-3 Business Days
  • Regional NSW: 3-4 Business Days
  • Adelaide: 3-4 Business Days
  • Regional SA: 3-4 Business Days
  • Brisbane: 3-4 Business Days
  • Regional QLD: 5-8 Business Days
  • Northern Territory: 5-10 Business Days
  • Perth: 5-7 Business Days
  • Regional WA: 7-10 Business Days

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