Frequently Asked Questions
How much does shipping cost?
Standard Domestic Shipping
- Same State Local (Victoria)* and Same State Metro (Victoria)* charged $9.99 flat rate shipping up to 22kg.
- Interstate Capital* and Interstate Metro* charged $9.99 flat rate shipping up to 5kg. Above 5kg is charged based on weight and destination (this is calculated at checkout).
- All Remote customers to be charged based on weight and destination for all orders across all weight categories.
*Locations and areas are determined by Australia Post and GF Pantry.
Express & International shipping
Express and International shipping is calculated at checkout and is based on weight and destination.
Where does GF Pantry deliver?
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!
*GF Pantry reserves the right to use an alternative carrier at its discretion.
Can I get my order delivered to a Post Office Box?
Yes. Australia Post supports delivery to Post Office Boxes.
How long will it take GF Pantry to dispatch my order?
Orders are typically packed within 2 to 3 business days and dispatched to Australia Post in the afternoon each Monday, Tuesday and Thursday, excluding public holidays and unless otherwise stated.
Public Holidays and peak shopping periods such as Easter and Christmas may extend this time by a further 1 to 2 business days.
When will my order be delivered to me?
A delivery estimate may be displayed at checkout. Please be aware that this is not a guaranteed delivery date and does not take into consideration 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.
Are there still shipping delays with Australia Post?
Australia Post continues to experience 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).
We recommend customers choose Express Shipping to limit delivery delays but Australia Post's next day guarantee on express shipping is suspended.
Although we have a very positive dispatch rate, Australia post’s Standard Parcel Post is currently delayed by around 5 business days, however, Express Post is being prioritised by Australia Post. To avoid lengthy delays in receiving your food orders, we recommend customers choose Express Post at checkout.
We understand that these delays are frustrating for our customers, we are frustrated by them also. We are doing all we can to facilitate the timely delivery of your orders.
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 their next business day delivery network* that 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. Other delivery delays outside of Covid19 reasons may also occur. You can find out more about this on the Australia Post Website – click here (link will open in a new window)
Can I track my order?
Yes. Tracking instructions will be emailed to you after checkout.
I missed delivery.
If you were not home to receive your order and it couldn't be left in a safe place, it will be taken to an Australia Post outlet for collection.
Australia Post will notify you via the AusPost app, email, or SMS. If your parcel has not been successfully matched to your MyPost account, Australia Post will leave a card.
Please note that GF Pantry can not arrange for re-delivery of orders.
I missed delivery and no card was left.Australia Post is starting to remove handwritten 'sorry we missed you' cards – a change aimed to provide a better customer experience, reduce paper waste, and improve efficiency and convenience.
From 26 June, parcel receivers who have registered with MyPost will be updated about their parcel with digital notifications. If delivery was attempted but no one was home, customers will be notified via email, the Australia Post app, or by SMS.
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?
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.
How can I update the delivery address on my order?
If GF Pantry has not yet dispatched your order, please use the contact us form to get in touch and we can manually update the address.
If the order has already been dispatched, you will need to contact Australia Post directly to request a redirect. Australia Post cannot guarantee that a redirect is possible, so please check your information carefully before you finalise your order.
If your order is undeliverable because of an incorrect or incomplete address, it will automatically be returned to our warehouse. Please note that GF Pantry is charged a fee for returns. If you would like your order redelivered, you will be issued with an invoice for the cost of redelivery and your order will only be dispatched once payment is made. If you wish to cancel your order at this time, any refund given will be minus the original shipping cost and the return fee, and may also include a deduction for short life products (i.e. Schar bread) that have expired.
What are the Terms & Conditions when buying chocolate products?
GF Pantry ships products all over Australia and New Zealand and temperatures will vary throughout the year. Please consider your location and Australian weather conditions before making your purchase as GF Pantry does not offer a refrigerated delivery service and our carriers may move and store your order in hot environments. Please be aware that GF Pantry does not offer any warranty against heat damaged goods.
When purchasing chocolate, GF Pantry recommends that customers choose express shipping in addition to also purchasing an Ice-Pack and Foil Wrap Service. This will give products the best chance of arriving in good condition.
You should also be present to receive your order from the delivery driver directly as orders that are "left in a safe place" may not be sheltered from the direct sun and heat.
By placing an order with GF Pantry, you agree to the following terms and conditions:
I accept that GF Pantry does not offer a refrigerated delivery service and my order may be moved or stored in a hot environment that could lead to items becoming heat damaged.
I accept that issues within the shipping network may cause the delivery of my order to be delayed and this can increase the chance for heat damage.
I accept that Ice packs and foil wrapping will not protect my products from heat damage indefinitely.
I accept that GF Pantry will not replace or refund my goods if they become heat damaged.
What if my product arrives broken?
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, contact GF Pantry to arrange their return for a refund. Please outline which products are damaged (including quantity) and attach pictures to show the issue.
Customers should check examine the contents of their order within 24 hours of receiving it. If there are broken or missing products, you should contact GF Pantry immediately.
A refund for the cost of the goods only (no refunds on shipping) will be processed once GF Pantry recieves the returned goods. GF Pantry will not be responsible for any costs associated with the return of products.
What should I do if my order is delayed or missing?
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.
Can I pick up my order?
Click & Collect is currently unavailable.
Please read the shipping policy for more information on Click & Collect.