FAQ

  • WEBSITE TIPS & TRICKS

  • What are the features of the Honest to Goodness website?

    Our website has great features that we are excited to provide to our customers:

    • Retail Website: www.goodness.com.au - for our retail customers to shop online. Our retail website also includes all of our awesome healthy recipes, blog posts and more!
    • Wholesale Website: wholesale.goodness.com.au - for our registered wholesale customers to access wholesale pricing and place their orders online.
    • Mobile responsive
    • Navigation improvements, including drop down and accordion menus
    • Product questions - you can easily ask us a question about a specific product on its webpage
    • New "Quick Order" function
    • One Step Checkout

  • How can I tell if I am on the Retail Website or the Wholesale Website?

    A simple way to check which site you are on is by scrolling to the very top of the page. If the colour of the top bar is GREEN then you are viewing the Retail Website. If the colour of the top bar is PURPLE then you are viewing the Wholesale Website.


    If you are navigating on the Retail Site and click a link through to Wholesale, you will be notified with a pop-up window asking whether or not you wish to be redirected here.

    Wholesale Customers: Please note that pricing on the Wholesale Website will not be visible unless you have registered for a wholesale account and you are logged in.

  • PAYING FOR MY ORDER

  • How can I pay for my order?

    Our secure checkout accepts VISA, MasterCard and PayPal.

    Please note: We use e-WAY payment gateway which is a tier-one PCI DSS compliant provider ensuring the highest security standards set by Visa and MasterCard.


    Customers Paying By Bank Transfer:

     Instructions as follows: 

    1. Place your order online and select 'Direct Deposit / Bank Transfer / Account' at the checkout.

    2. Transfer the full order amount to: 
    Account name: Ward Family Trust 
    BSB: 032-199 
    A/C No.: 190409

    2. Quote your Order Number as the payment reference.

    3. Send a copy of your receipt to info@goodness.com.au 

    Once we receive confirmation of your payment the order will be released for processing in our warehouse. 
    Delays in payment may result in your order being delayed.


    Customers Paying on Account

    If you have a pre-approved credit account please select Direct Deposit / Bank Transfer / Account as your payment option.


    Questions? Call our team on 02 8310 1800 (Monday-Friday, 8am-5pm AEST).

  • How do I use a discount or promo code?

    Enter your code on the Shopping Cart page in the field titled 'Discount/Gift Certificate Code' and click APPLY COUPON.The discount will be applied and you can then click PROCEED TO CHECKOUT to finalise payment of your order.

    Codes should be entered exactly as they have been received (ie. all capitals or all lowercase). The terms and conditions of each code may vary so please check these details when you receive a code.

    All codes will have an expiry date so please check before use.  

  • SHIPPING & DELIVERY

  • What if I am not home when my delivery arrives?

    If you would like the delivery driver to leave your parcel in a safe place if you are not at home please write 'OK to leave' in the special delivery instructions at the checkout. 

    Please be aware that we cannot offer any guarantees on the security of delivery if you have opted for this preference. We highly recommend you arrange delivery to an attended address.

  • What are delivery costs?

    Delivery costs vary depending on the size and weight of the order and location of delivery.  

    The freight costs for your order can be seen at any point at the "view cart" page (you can access this through the top right hand side of the screen). You need to be logged in to see this. When you order online you can review your freight quote at the checkout before processing payment and have the option of choosing the most economical or fastest freight option. If your order is placed via email we will send you a freight estimate with your order confirmation.

    Freight charges are passed on to our customers at an estimated price given to us by the freight company. Instead of loading up prices to cover freight costs, we choose a pricing structure which separates freight charges from the prices of the actual food products. We feel this is a more transparent way of operating. You can always pick up your order from our warehouse if you prefer to avoid freight costs, and you get to say hello at the same time!

  • I have a choice of freight options, what carrier should I choose?

    It is very difficult to estimate freight costs as it varies greatly. We do provide you the option of choosing a carrier based on your preference and the prices they can offer. The best thing to do is to add some items to your cart and proceed to the check out and have a look at the estimated freight charges. 

    Understanding your freight options:

    Fastway-
     Can be used for orders under 160kg. Good for retail and smaller wholesale orders within metro areas. They deliver in boxes only. 
    TNT: Deliver all over Australia, will use either boxes or pallets - good for large deliveries. 
    Bluestar: Will display for orders over 160kg; provide economical options for pallet deliveries. 
    Australia Post: Can be used for orders under 160kg, boxes only and the only carrier who can deliver to PO Boxes. 

    H2G Delivery Run - (Wholesale Customers Only) - Sydney Metro + Blue Mountains + Canberra

    For wholesale customers if your order is with us by the cut-off time -  delivery is free or a $25 flat rate within specific areas as follows: 

    • Tuesday - Blue Mountains* Orders must be submitted by 12pm Friday prior.
    • Wednesday - Northern Sydney/Northern Beaches(Postcodes - 2055-2029,2086-2103) Orders must be submitted by Monday 12pm 
    • Thursday - Inner West/Eastern Suburbs (Postcodes - 2000-2029,2031-2034, 2037-2052) Orders must be submitted by Tuesday 12pm 
    • Friday - Canberra* Orders must be submitted by Wednesday 12pm. 

    *Note - Specific postcodes only - Please contact us on 02 8310 1800 to find our if your postcode is covered.

    Regional Deliveries
    If you live in WA, NT, TAS or a regional area a feel free to contact us and we can try and help find other couriers who might be able to deliver for less - including forwarding your goods to a metro centre for freight forwarding.

  • RECEIVING MY ORDER

  • My order has arrived and something is not right. What do I do?

    If something is not quite right with your order please let us know as soon as possible -  ideally within 48hrs of delivery and no later than 30 days after delivery. 

    Problems may include things like: 

    • Your order contains an incorrect item, extra item or an item is missing
    • Damage has been caused to your order in transit 
    • Your order is missing cartons or boxes
    • Your order has a product quality issue

    The best way to advise us of a problem is to do this in writing. This enables us to track your issue in the records against your account for quick follow up. You can either use the Returns/Credits Form or via email to cases@goodness.com.au.

    Please provide us with as much information as possible including your order number, date goods were received, batch numbers and photos which will help us organise a return/credit or refund.

    Once the case has been lodged and received, one of our helpful customer service team members will contact you as soon as possible. 

  • What is your returns policy?

    Please refer to our returns page

  • ORGANIC QUESTIONS

  • What is organic?

    Organic produce is grown and processed without the use of synthetic chemicals, artificial fertilisers, food irradiation or genetically modified ingredients (GMOs). It is an innovative method of farming and production focusing on the health of the soil and utilises the best of both traditional agriculture and modern techniques to produce nutritious produce with minimal intervention. 

    In organic farming the whole system is linked including soil, plants, food, people and the environment. 

    Standards to achieve this are internationally recognised and are assured through annual audits of all certified operators by an independent third party auditor. Buying certified organic means that the produce has passed stringent requirements of a 3-year certification process, ensuring integrity for the consumer. Our warehouse, distribution and production facility are fully certified by Australian Certified Organic (ACO).

  • What does organic 'in conversion' mean?

    Produce that comes from an organic farm that is in the process of its three year conversion period to organics. After 12 months of using organic farming methods, the produce can be labelled organic in conversion. This means the farm has been audited at least once and is abiding by all necessary requirements.

  • What is conventional produce?

    Conventional produce is grown and handled with regular commercial methods which may include the use of synthetic chemicals, artificial fertilisers, food irradiation and genetically modified ingredients (GMOs).

    If and when we choose to stock a conventional product we do so after much consideration and it must meet our strict product selection criteria including that it is free of artificial colours, flavours and sweeteners, free of artificial preservatives, GMO Free, free of hydrogenated fats and grown without the use of insecticides.

  • Are organic grains and flours more susceptible to pests?

    In short, yes. It is important to remember that organic grains and flours are most vulnerable to pest infestation in hotter months, as they do not have any chemical residue protection against pests. During harvest and production a number of ‘weapons’ are used to control pest infestation organically (including maintaining plant health, using C02 gas to kill anything living and cold storage). 

    The level of processing to which a product has been subject to will have a large impact on its susceptibility to pest infestation. Minimally processed products like whole grain may have microscopic eggs still attached to them, whereas these eggs will have been destroyed, in large part, by the milling process for flour.

    Tips for keeping your grain and flour pest free: 

    1. Storage in cool dry conditions (ideally between 10 and 12 degrees C) is the most effective and efficient method to control pests in an organic product.  
    2. Ensure you have a clean shelf/product storage environment. Other products can cause cross contamination issues and inspection of packaging for leaks etc. on arrival can stop a widespread infestation. 
    3. Move to an airtight container if possible - this will stop bugs getting through calico or paper bags 
    4. Infested items can be placed in a deep freeze for three to four days

  • GENERAL QUESTIONS

  • What is your current Allergy advice ?

    We pack a wide range of natural food products on shared equipment including nuts, seeds, grains and cereals, sesame, peanuts, soy and gluten. While we do our best to avoid any kind of cross contamination this can occasionally occur and any of our products may contain traces of these.

    Honest to Goodness also stocks a wide variety of products packed externally and there is the possibility that products we distribute from outside suppliers could change their formulation or substitute ingredients at any time.

    Customers concerned with food allergies need to be aware of this risk. 

  • What naturally gluten free products do you have available?

    Flours: Buckwheat flour, brown rice flour, millet flour, quinoa flour, tapioca flour 
    Baking Ingredients: Baking powder, arrowroot powder as well as all coconut and cacao products are naturally gluten free 
    Rice: All our rice products are naturally gluten free 
    Grains: Amaranth, buckwheat, quinoa, millet 
    Beans: All our beans and pulses are naturally gluten free 
    Cereals: Puffed amaranth, puffed buckwheat, puffed brown rice, puffed millet, rolled quinoa 
    Snacks: Rice cakes, Seaweed snacks
    Seeds/Nuts/Dried Fruit: All our seeds, nuts and dried fruit are naturally gluten free 
    Bottled & Jarred Products: All items including oils, sauces, vinegars, spreads and honey are naturally gluten free 

    Please note that whilst the above listed products do not naturally contain gluten, we do not perform gluten detection testing. Our facility uses shared equipment, which is thoroughly cleaned between all production lines however we cannot guarantee and do not claim they are completely gluten-free.

  • How can I become a wholesale customer?

    If you are able to meet our wholesale customer criteria and fulfill the minimum order requirement of $500 per order (ex. GST & freight) then you can become a wholesale customer. Simply head over to our wholesale website for more information.

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