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Contacting us.

As we are an online warehouse, and in order to keep our prices as low as possible, to offer the fastest turnaround on orders we do not have dedicated staff answering phones.  This is the reason why you cannot find a contact phone number on our website.   

 

To get the fastest answer please use our online ticketing system to contact us, here taking note of the following comments:

Product questions:

If you have an enquiry about a particular product, please check the item description as we try to provide as much information as possible in the descriptions.  If you still do not see the information you need please use the link to raise a contact enquiry so we can research and provide any further information required.

 

Issues with deliveries:

The vast majority of our orders are sent via courier with a tracking number.  Please ensure that the email address you provide on your order is correct as our dispatch system will automatically send you an email when your goods are sent including a tracking number.  For orders sent via Australia Post, you will usually also receive separate notifications via SMS or email.  If you have not received your parcel please check the courier’s online tracking for the status of your order.  If no tracking is showing or there appears to be an issue with the delivery please contact us via the contact us link and provide us with your order number.  Note that small items sent with free shipping are generally sent in envelopes for which no tracking service is available.  These can take up to 10 business days particularly to some rural and regional locations so please allow adequate transit time for such orders.

Issues with products once received:

 

As a substantial percentage of our products are glass.  Whilst we take every precaution to package items for transit, breakage or damage does occasionally occur.  Please do not refuse delivery even if it sounds like something is broken as this may sometimes just be items jingling inside the jars or it may just be one jar broken in a large consignment.  Refusing the delivery adds a considerable delay in the delivery of your order as it has to be returned to us and inspected then resent.

 

We cannot fix issues with products over the phone  so please supply us with a photo of the issue plus a photo of the bottom of the invoice sent with the order.  This will have initials on it showing who picked, checked and packed your order.  This helps with our quality control if you have received an incorrect item or if items are missing.  Please also ensure that you check inside all cartons and jars for small items which may be packed inside spaces.  This particularly applies for items such as canners where items will be placed inside the canner body to provide extra protection.

 

We attempt to answer all tickets within 24 hours or by the next business day.  We will advise you if we need to seek further assistance from our supplier or manufacturer.  Please note that our warehouse is closed Friday, Saturday and Sunday so tickets are answered the next available business day.