Frequently Asked Questions
Has Covid19 caused delays?
Orders are typically packed, 1 to 2 business days following receipt as stated below. However, Australia Post are experiencing some service delays which may in turn affect the delivery of some orders. Please click here for more information from the Australia Post website (link will load in a new window).
What areas do you ship to?
GF Pantry is partnered with Australia Post for deliveries, so if you can receive regular mail then it's more than likely we can deliver to you. If you can enter your shipping address and check out, then we can definitely deliver to you!
What is the cost to deliver?
Delivery costs are determined by our shipping partner with regard to the weight and location of your order. The final delivery charge is calculated at checkout based on what products you have in your cart and the delivery address you enter. The heavier the items in your cart and the more remote your location, the higher your shipping charges will be.
How do you work out postage?
Shipping charges take into consideration the overall weight and of your order and the delivery destination. The final delivery fee will be calculated at checkout.
Who will you use to ship my order?
GF Pantry is partnered with Australia Post for delivery.
Will my order be sent by road or air?
Depending on your shipping selection at checkout your order may be shipped by road or by air. We recommend you choose the express postage option for items that are temperature sensitive, such as chocolate.
Can I get my order delivered to a Post Office Box?
Yes! Australia Post supports delivery to Post Office Boxes.
What is the Express Shipping service?
Orders that include Express shipping will be packed by GF Pantry as a priority and sent via Australia Post’s Express Post Service which utilises the next business day business delivery network. The Next business day deliver network operates between capital cities (excluding Darwin; and for Perth between CBDs only) and some major centres.
* Please note that due to Covid19 service interruptions, Australia Post has suspended it’s Express Post Guarantee. Express Post is still available, and will continue to be prioritised as the fastest option for customers, but may not always meet the next business day delivery standard. You can find out more about this on the Australia Post Website – click here (link will open in a new window)
How long will it take you to pack my order?
Orders are typically packed 1 to 2 business days following receipt. So, if you place your order in the evening Monday through Wednesday, it will likely be packed and shipped that same week, If the order is placed on Thursday or Friday it might be dispatched the following week. We also may have longer delays during peak periods, i.e. Christmas and Easter.
When will my order be dispatched?
Orders are dispatched daily, Monday through Friday.
When will my order be delivered to me?
You will be able to see an estimate of the time it will take for delivery at checkout. Please be aware that this is not a guaranteed delivery date. Time frames given at checkout are an estimation only and do not take into account seasonal, weather or other delays.
We partner with Australia Post for our deliveries. Typical delivery hours for Australia Post workers are Monday to Friday, 8am to 6pm, excluding public holidays and weekends.
Can I track my order?
Sure can. Tracking instructions will be emailed to you after checkout.
Can someone call me before delivery?
Unfortunately, our shipping partners are not able to contact you via telephone before delivery.
Can I specify the time and day that I want to have my parcel delivered?
Unfortunately, our shipping partners are not able to accommodate specific delivery requests.
What if I can't be at home to receive my order?
No problem. You can instruct the courier to leave the parcel at your door or in a safe place by checking the "authority to leave" option at checkout.
Our shipping partners may leave your order at the delivery location if they feel it is safe to do so, unless you have specifically requested a signature on delivery. If the order cannot be left at the delivery address, a card with instructions on what to do next will be left instead.
Can I request a signature on delivery?
Absolutely. You can ask for this by requesting this in the order note section at checkout.
Oh no! I used the wrong delivery address on my order, how can I fix it?
This happens from time to time. If we haven’t dispatched your order yet, we can manually update the address in our system. However, if the order has already been dispatched, you will need to contact Australia Post to request a redirect. Australia Post cannot guarantee that a redirect is possible, so please check your information carefully before you finalise your order.
Do you ship in hot weather?
GF Pantry ships products all over Australia and New Zealand. Sometimes we purposely delay and hold back orders due to hot weather conditions in either our area or the intended destination. We highly suggest customers pay for express shipping and also purchase an Ice-Pack and Foil Wrap Service when purchasing chocolate.
Can I get Chocolate delivered?
We recommend using our Ice Pack & Foil Wrap Service in conjunction with Express shipping. Please consider your location and Australian weather conditions before making your purchase as we are unable to make any guarantees on chocolates arriving without heat damage nor can we offer refunds/returns on heat damaged chocolate.
My chips are broken, what can I do?
We take great care in packing your order to ensure products arrive in excellent condition. However, shipping can be rough and unfortunately sometimes crackers, biscuits, chips etc. can break during transit. If products are damaged or broken and are no longer edible, please return to GF Pantry for a refund. Refunds will only be issued once products are returned. GF Pantry will not be responsible for any costs associated with the return of products.
Where is my order?
If your order is delayed or missing, we can help you by contacting Australia Post on your behalf to locate the order and find out why it is delayed. Please email GF Pantry via the Contact Us page for assistance.
My order didn’t arrive when you said it would.
GF Pantry works very hard to ensure orders are dispatched quickly; typically we pick and pack your orders and hand them off to our shipping partner within 1 – 2 business days. We must then rely on our shipping partner to do their best to get your order to you. We can not and do not guarantee that our shipping partner will deliver your order in any specified time frame.
If you would like to make a complaint about the shipping service you received, the best way to go about it is to lodge a complaint via the Australia Post tracking page for your order.
I live close by, can I pick up my order?
* 26/06/2020 - Due to the resurgence in cases of Covid in Victoria, the pick-up service is temporarily suspended. Local customers may select the 'Same Day Delivery' option for same-day delivery by a private driver if an expedited service is required.
YES! If you live local there is now an option for you to pick up your order.
To place an order for local pick up please read below:
- Orders placed online can be collected from GF Pantry located at Unit 16, 329-337 Bay Road, Cheltenham 3192.
- Orders can be collected Monday to Friday between 1pm – 4pm. Local pick up orders can be collected the same business day if the order is placed before 1pm.
- Allow 4 hours between placing the order and the order being ready for pick up.
- No orders can be picked up outside of the above timeframes.
- Orders cannot be picked up on weekends or public holidays.