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Following is a list of frequently asked questions about using FoodDirect as well as questions that we have developed so you are aware of the answers. Please take the time to read this page and our Delivery page to understand the policies associated with FoodDirect.
 IS FOODDIRECT COMPETITIVE WITH MAJOR SUPERMARKETS?
 Absolutely! We strive to be as competitive as possible with conventional supermarkets and are supplied by major Australian food wholesalers. You will find most categories of products are comparable with what you are used to paying whilst some items are cheaper! You will find our produce is fresher, larger and lasts longer in the fridge than supermarket chain produce. Our Fruit & Vegie Manager buys only the absolute premium on offer daily from the Brisbane Produce Markets, Rocklea. Keep looking regularly for our great fortnightly specials.
WHAT IS THE SERVICE & DELIVERY COST?
Our service and delivery fee is $9.00 (exGST) regardless of where you live or how much you buy. We do all our deliveries 'in-house', in other words, we don't subcontract to other companies the responsibility of handling your food. We train our drivers to have a vast all-round knowledge of the business and they understand that a lot of hard work has gone into picking, preparing and packing your order from the early hours of the morning. It's a team effort and by employing our own trucks and drivers, we can ensure an excellent service to you, our valued customer. All our vehicles are large refrigerated trucks to guarantee no break in the cold chain.
RETURNS AND MISSING ITEMS 48 HOUR POLICY
Please check your order carefully and report any product not to your satisfaction WITHIN 48 HOURS of your delivery by phone on 3277 4828 or email immediately. There will be someone to take your call until 2am Mon-Thursday and 9pm Friday. This also applies to any products accidentally missing in your order with no accompanying refund/substitution form (please double check the kids/hubby didn't sneak it out first before calling :)
Remember please - we are a family owned business and now employ over 25 staff, if you receive something that does not belong in your order, then please be honest and let us know within 48hours. We strive for perfection but human error is inevitable on occasion so please contact us by phoning 3277 4828 and your help will be greatly appreciated. Thank you
HOW DO I PAY FOR MY GROCERIES?
We accept all major credit cards - Bankcard; Mastercard; Visa; American Express and Diners. For more information about our online payments please read the security page which details our highest level security features.
We also offer the option of Cash on Delivery BUT, there are a couple of rules so this remains a great service for the drivers, fellow customers and us...
1) Someone must be home for the whole time zone chosen for COD orders.
2) The drivers do not carry any change.
If you do not have the exact amount and are over by say $2.55, the next time you log into your account with us you will see a note at the top of this page saying "You have $2.55 to be automatically deducted from your order".
Our credit system works really well with most customers utilising it in one way or another (as mentioned earlier). We have some cash on delivery customers that purposefully pay more cash to the driver so it comes off their next grocery shop the following week. The refunds are indefinite and there is no time limit to use it - it's your money, work with us. We just don't want drivers carrying change around in the trucks.
Please contact us if you have any questions or concerns about payment.
WHEN ARE YOU DELIVERING TO MY AREA?
We are currently looking at working on a program for delivery to regional areas of Brisbane. Please make sure you fill in our Post Code Request Page if we do not presently deliver to you area, so we can monitor where to open for delivery in the future.
FROZEN GUARANTEE & POLICY ON NOT BEING HOME.
We guarantee all frozen food to be frozen at time of delivery as they are packed in dry ice eskies in our zero degree trucks. However, if you are not home for delivery, FoodDirect will not take any responsibility for frozen or fridge items that have been properly packed in an esky by our driver and left in the designated delivery place on your instructions. If you have ordered frozen or perishable foods, we advise you try to be home for delivery. Also, our drivers are instructed to knock on doors hard and ring door bells vigorously, but if no-one answers, we can only assume you are not home, please check for deliveries and keep an eye and ear out if you are expecting a delivery. Alternatively you can call our office anytime on 3277 4828 for an estimated time of arrival if you are concerned.
We do not take any responsibility for damage or theft if no one is home for delivery. Your groceries will be left at the front door if there are no delivery instructions (delivery instructions to be filled out by you on checkout).
If you are new to online shopping, please try to place your order knowing you will home to receive it.
SUBSTITUTION POLICY
If an item is unavailable or out of stock from one of our suppliers on the day of your delivery, we will replace it with an identical item and flavour of another brand of equal value or greater value at no extra charge.
For example, if you purchase Pauls thickened cream 300ml and it is not available on the day, we will substitute with Dairy Farmers thickened cream 300ml.
If there is no comparable product available, and we have made efforts to contact you by telephone, we will credit the amount of the product to your next order and notify you via a Refund form.
If you do NOT want us to ever substitue an item for you, just un-tick the 'allow subsitutes' box in your profile in 'My Account'
WHAT IS PORTION CONTROLLED MEAT?
Portion control is when the butcher can cut a piece of meat to a specified weight. This means that you can choose whether you want a big chunky steak or an average sized steak. For example, in our Pasture fed meat list you will see the following....
Rib Fillet 200g - 2pk - ($price/kg) ........400g..........etc
Rib Fillet 300g - 2pk - ($price/kg) ........600g..........etc
A 200g is an average (not thin, not thick) piece of meat for this cut, and the 300g is a thick, restaurant size piece.
Disclaimer: We have recently introduced smaller portions of meat sizes. The weight displayed is an approximate within absolute reasonable capabilities by our experienced butchers. Chef's Partner service the restaurant industry and are finely tuned to portion control. Chicken is more subject to variation in weights. If you have any concerns - call us.
SAVING AND LOADING MY SHOPPING CART?
Our 'save to cart' feature will cut your shopping time down dramatically! It allows you to save the basic shopping list that you buy every time you do your weekly shopping (ie. bread, milk, bananas etc etc) so you do not have to re-enter them on every visit. Once loaded, you can add or delete products and change quantities from your saved cart. By becoming familiar with this feature, a weekly shop could take as little as 5 minutes!
HOW DO I BUY MULTIPLE ITEMS OF THE SAME PRODUCT?
Just click the buy symbol as many times as you want. To make life easier (especially if you want to buy 10 apples for example), we have incorporated a number box next to the buy symbol so you do not have to click 10 times. Just enter the number into the box and click the buy symbol once.
WHY IS THERE A MINIMUM ORDER REQUIRED?
You must place a minimum order of $50.00 to have your groceries ordered, picked, packed, and carefully accumulated for the final stage of delivery to your home. If we do not carry an item you would specifically like to see on the site, send a feedback page and we will follow it up immediately with our major suppliers.
DELIVERY INFORMATION
Please read our delivery page for all information regarding the delivery process.
I HAVE A QUESTION TO ASK?
Please don't hesitate to either fill in our feedback form or call Kelly, Rona or Ilana in the office on (07) 3277 4828. We appreciate and respect all questions, ideas or suggestions received.
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