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PLACING ORDERS
You must place your final order by 10:30pm for next day delivery.
(Excluding Friday and Saturday where the next delivery day is Monday or where the next delivery day is after a public holiday)
DELIVERY TIMES
Delivery time slots are between either 3-6pm or 6-9pm. You choose whichever timeslot is most convenient. We deliver to most metro Brisbane suburbs 5 days a week and outer lying areas on selected days. Please read our FAQ page carefully & look at delivery schedule below to check delivery days for your postcode.
UPDATING ORDERS
To add, delete, or edit something to your order after you've checked out, just re-login to FoodDirect and follow the big grey button link on the 'Welcome' page to your order Update Order Placed... before 10:30pm. You DO NOT lose your reserved delivery slot. It's that easy!
RECEIVING ORDERS
All orders are delivered by our friendly in-house delivery men.
We have refrigerated trucks dedicated to specific regions so in time, your delivery driver will know exactly where you want your groceries delivered - whether it be right into your kitchen or outside your front door if you want the privacy. Please remember to write in the instruction box when you checkout if you have any special requests for delivery.
Our drivers are our messengers, not just our delivery men and work very hard to deliver your shopping on time. Most of our drivers actually work as storemen during the mornings helping to pick and pack your orders so they are very intouch with what happens behind the scenes. Please feel free to briefly tell them anything about the service that may assist us. If you think a driver is courteous (or not), please let us know via our feedback page - It would really be appreciated!
DELIVERY INSTRUCTIONS
On checkout, please make sure you always complete the 'delivery instructions' field so that our drivers know what to do if you are not home, or if you are home, how to easily identify where you live (especially if delivery is at night time) eg. on the corner of...., big pink fence, red car out the front, in front of a street light... etc etc. This instruction box makes for easier, quicker delivery and increases the efficiency of our service.
FEEDBACK AND REQUESTS FROM OUR DRIVERS
1) Walk outside and have a look at the number on your house.
- Is it visible? Can it be easily seen in the dark? By having a clear number for the drivers to see, everyone gets their delivery faster.
2) Make sure your dog is out of the way.
- Boy have we got some stories about dogs!! Our drivers are all family men and respect our customers animals but occasionally when someone is not home, it is difficult to try to control an excited dog and efficiently deliver the groceries. Please keep your animals in mind when placing an order.
3) Leave a light on.
- If you have requested a 6-9pm delivery and for the groceries to be left somewhere if you're not home, please make sure you leave a low voltage light on or even look at investing in a small sensor light to allow the driver to see his way around the house to where the delivery is to be dropped.
4) Late/Early deliveries.
-You will usually receive a phone call informing you if delivery will be late. It is rare that a driver is late for a delivery and it may only happen to a few customers on very busy days like just before or after a long weekend or holiday. If a driver is going to be late for a delivery you will be notified by phone and please understand that they have a big job to do, variable logistic runs and traffic to contend with.
- If you are getting worried, call immediately, do not be shy, he may be only 5min away but at least you will have peace of mind.
- Just because you received delivery at 8:55pm this week, does not necessarily mean you will receive delivery at the same time next week. It may come at 7:20pm, or even 6:15pm the next week. It depends on the day and delivery run. (Same goes for the 3-6 time slot)
- Early deliveries (ie. Before your requested timeslot) are also a rare event and may only occur in regional areas on occasion. The drivers are instructed to leave your groceries in the designated spot with the cold food in an esky only if it is absolutely necessary in order to get everyone's deliveries done in time.
- You may request a specific time for delivery in your instructions on checkout however, we cannot guarantee this. If you place an order for a business, school or office please make sure that someone is available for the entire timeslot OR call the office on 3277 4828 in the morning to verify if your request can be achieved (usually not a problem) OR arrange pickup from our warehouse at Coopers Plains between 2-3pm for $3.30 service fee and a credit of $6.60 from the delivery cost.
5) Important notes for customers living in Apartments.
- Prepare a backup plan just incase you're not home for delivery or the driver cannot contact you for some reason. This means informing your apartment manager that these deliveries will be occurring on occasion.
- Arrange to leave a spare key with management on delivery days OR inform them to escort the driver to your apartment for delivery if you wont be there.
- If there is no manager and no one is home to receive delivery, the groceries will be left outside the door of the apartment and will take no responsibility for them after that. Please try to be home for delivery if you live in an apartment.
6) Cash paying customers.
- The drivers do not carry any change. They are given an envelope to put your payment in to and then seal it.
- Please try to have the right amount and if you don't, we will put the change into the website as an automatic deduction from your next order that you can see when you log in the next day. Many cash customers use our system as a 'shopping savings account' and always give us more money than neccessary on pay week, to store and hold as credit for the next week. PLEASE read our FAQ page for more information. If at any time you want this cash credit reimbursed to your debit account just let us know via email or phone with your A/C details, BSB and number.
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