Q. Who is ausfood.com.au?

A. Ausfood.com.au is owned by Australian Food Merchants, an Australian owned company based in Perth. Our registered office is at

PO Box 955
Joondalup, WA
6919
Australia

Q. How do I contact you?

A. To talk directly to members from Australian Food Merchants see our contact details below.

Ph +61 08 9402 9368
Fax + 61 08 9402 9361
E : info@ausfood.com.au

If you cannot locate what you are looking for than please contact the office or email our staff and we will contact and help you as soon as possible.

Q. Is it safe to shop on our internet site?

A. Shopping online with Australian Food Merchants is as safe, if not safer than shopping in an actual store. This site uses Secure Site Technology (SSL), the current industry standard encryption, to protect the loss, misuse or alteration of your credit card information in our control. In the same way department stores use EFTPOS terminal to process credit card transactions, the owners of Australian Food Merchants use National Australia Banks secure payments system to process credit cards via the EFTPOS system. Once the transaction has been processed the credit card number is not stored, therefore when refunds may need to be processed you will be contacted by phone to request your credit card number so as to process the refund.

Q. Can I pay by cheque or money order?

A. We do not accept personal cheques but we do accept an Australian money order. All cheques should be made out to Australian Food Merchants. Goods will not be sent until the money order has been received.

Q. Do you have a Privacy Policy?

A. Australian Food Merchants takes our customers privacy seriously. Please refer to our Privacy Policy.

Q. How do I place an order?

A. Australian Food Merchants have made searching, selecting or browsing as convenient as possible for customers. We have arranged 5 quick steps to purchase online

Step 1: Your order is made by clicking on the shopping bag icon or the check out button. This order can be adjusted at anytime. If you order frequently, you will only need to register once. If your contact details change please update them or contact us. Once you have made your purchases you can go to Step 2.

Step 2: Address details need to be filled out to allow completion of your order. Both billing address and mailing address have to be completed. A receipt will be forwarded with you order. We cannot post parcels to a post office box, it must be a street address.

Step 3: Delivery Options – Australian Food Merchants provide two methods of delivery- Standard mail or Express mail. All packages are handled by Australia Post and postage is calculated on shipping weight. Shipping weight is calculated on the actual weight of the item, not the nett weight of the product. If your product is to be sent overseas you will be contacted by Australian Food Merchants to establish the best delivery option and costs.

Step 4: Payment – please have your credit card details available to allow the transaction to occur. Your card number and expiry date are entered on the National Australia Bank’s secure site. Australian Food Merchants accepts Visa, Mastercard and Bankcard. We are unable to accept Diners or American Express.

Step 5: Receipt – when payment has been confirmed a receipt and invoice number will be presented to the customer for confirmation. A receipt will also be emailed to the customer and sent with the parcel.

Q. What happens if a product is unavailable or out of stock?

A. If a product is out of stock we will place it on backorder for you. We will contact you prior to dispatch of the item. You will not have to pay additional postage for the item.

Q. Can I pay for a product and send it to someone else?

A. Yes. Please ensure all delivery details of the recipient are entered correctly in the delivery details box. Please note we cannot send parcels to a post office box, it must be a street address.

Q. How do you ship your items?

A. Australian Food Merchants use Australia Post Parcel service. If you would like your items couriered to you please contact us. Please note extra costs are involved in this service.

Q. How long does it take to receive my order?

A. Australian Food Merchants aims to dispatch your order within 24 hours of payment. Delivery times are dependant on your chosen method of shipping and the destination. We aim to have you parcel delivered to you within 3-7 working days.

Q. Do I need to be present to receive my order?

A. No. If you cannot be present to receive your parcel, the parcel will be delivered to your nearest Australia Post office. If you wish to have your parcel sent by courier, you will need to be present as a signature is required to accept delivery.

Q. Do you deliver overseas?

A. Yes. Unfortunately a shipping price cannot be quoted online. We will contact you to discuss the shipping prices and your choice of shipping method. The price of shipping your parcel depends on the weight and destination.

Q. Can I return items?

A. Unfortunately, we cannot accept returns if you have changed your mind or made an incorrect choice. Please check your order carefully.

Australian Food Merchants does not accept any responsibility for goods received that are broken or damaged or any items that are ordered incorrectly. However, goods may be exchanged or replaced at the discretion of Australian Food Merchants.