HOW CAN WE HELP YOU?
For fast and easy support, select from the topic areas below to view frequently asked questions which may help resolve your query.
Order & Payments
Our website is the best and fastest way to place your order, giving you instant access to our full range, live availability, and secure checkout. To ensure accuracy and efficiency, all orders must be placed directly through our website, and we’re unable to accept orders by phone or email. If you need any assistance navigating the site or run into issues while placing your order, please send us an enquiry via the form at the bottom of this page and our team will be happy to help.
Once an order is placed, it cannot be changed or cancelled. Our fulfilment system is highly automated and uses robotic technology, so orders start being processed immediately and are quickly prepared for dispatch. This means there’s no opportunity for manual changes once an order is submitted. To make sure everything is correct, we recommend reviewing your order carefully before completing checkout.
Our checkout uses Google to locate and validate shipping addresses.
Please enter your address slowly in the first address line and select the suggested option from the dropdown list. Once selected, the remaining address fields will populate automatically.
If your address includes a shop or unit (for example, Shop 5, 100 Macquarie Street, Sydney), you may need to search for the street address only (100 Macquarie Street), then enter the shop or unit number in the second address line.
If you are unable to locate your address or are not satisfied with the suggested options, you can enter the address manually. Shipping costs will be calculated based on your postcode and location.
To display shipping options and pricing, a valid shipping address and phone number must be entered at checkout.
If you continue to experience issues or no shipping options are available, please send us an enquiry via the form at the bottom of this page and our team will be happy to help.
At Honest to Goodness, we take pride in the quality of our products and service, as well as our strong commitment to sustainability. Food is precious, and every product represents the hard work of farmers, producers and our team.
We encourage thoughtful consumption and ask our customers to consider the environmental impact of food waste when submitting a claim.
To ensure fairness and transparency, we have outlined a clear process for submitting claims.
Click here to learn more.
Popular items can sell out quickly due to high demand. We work hard to restock products as soon as possible and appreciate your patience.
If an item in your order becomes unavailable, you will be notified by email once your order has been processed.
Prepaid orders: Any unavailable items will be refunded to the original payment method.
Account customers: You will not be charged for unavailable items, and they will appear on the invoice for reference only.
We also offer a Notify Me option on our website. When a product is listed as out of stock, simply enter your email address on the product page and select Notify Me. You will receive an email notification as soon as the item is back in stock.
We pack and dispatch orders in full from a single warehouse. However, deliveries may still be split by the carrier while in transit.
This can occasionally occur when multiple boxes are separated at the carrier’s depot during the sorting process.
The remaining items are usually delivered on the same day or within 24 to 48 hours.
If you experience further delays, please send us an enquiry via the form at the bottom of this page and our team will be happy to help investigate.
When contacting us, please include your order number and a list of the items you are still waiting for, so we can retrieve the tracking information and resolve the issue as quickly as possible.
We pack and dispatch orders in full from a single warehouse. However, deliveries may still be split by the carrier while in transit.
This can occasionally occur when multiple boxes are separated at the carrier’s depot during the sorting process.
The remaining items are usually delivered on the same day or within 24 to 48 hours.
If you experience further delays, please send us an enquiry via the form at the bottom of this page and our team will be happy to help investigate.
When contacting us, please include your order number and a list of the items you are still waiting for, so we can retrieve the tracking information and resolve the issue as quickly as possible.
Shipping & Delivery
You can view your order status by clicking the Order Status button in the menu at the top of this page. This will provide updates on your order up until it is received and processed by our warehouse.
You can also check your order status by logging in to My Account and selecting Orders.
Once your order has been dispatched, tracking information will be sent to you directly by Steadfast, our freight partner, via email and text message.
Yes, we do deliver to PO Boxes, but only via Australia Post and for orders up to 20 kilograms.
Orders that exceed this weight limit must be shipped to a physical street address.
At this stage, we only ship within Australia.
International customers are welcome to place an order for delivery to an Australian address and arrange international shipping independently.
Yes, free shipping is available for eligible retail orders.
To qualify, the total order weight must be under 24 kilograms and the order must meet a minimum spend, which varies depending on your postcode.
If the order does not meet the minimum spend or weight requirements, shipping costs will be calculated and displayed at checkout.
Order value is calculated including GST.
Generally, free shipping is not available for wholesale orders, as freight is not built into our wholesale pricing in order to keep pricing transparent.
However, free delivery is available through our Honest to Goodness Delivery Runs in select postcodes across Sydney, the South Coast, Wollongong and Canberra.
If you have a wholesale account, you can check whether your address is eligible to join a Delivery Run here .
For buying group customers, freight is not included in product pricing. Shipping costs are calculated separately and split between group members based on the weight of each member’s items in the shared cart.
As items are added, the freight cost will update in real time. Each member can view their individual share of the freight cost as the order builds.
If your buying group is located within an Honest to Goodness Delivery Run area, you may also have access to free or fixed-rate delivery for select postcodes across Sydney, the South Coast, Wollongong and Canberra.
Shipping costs are calculated at checkout based on your postcode and the total weight of your order.
You will be presented with a range of shipping options and prices at checkout, allowing you to choose the carrier that best suits your requirements.
Orders over $150 excluding GST may qualify for Free Shipping if the total weight of the order is under 24 kilograms.
For more details, please refer to our
Shipping & Delivery page
.
All orders are shipped with Authority to Leave.
If no one is available at the time of delivery, your parcel will either be left in a safe place or taken to your local collection point, depending on the carrier’s delivery policy.
Once your order has been packed and is ready for dispatch, you will receive an email and text message notification from our freight partner, Steadfast, with your tracking details so you can follow your delivery.
Unfortunately, we are unable to combine orders or refund shipping costs once an order has been processed through our warehouse system.
As an online store offering 24-hour purchasing, orders are processed quickly to ensure timely delivery. Due to the strict processing timelines within our warehouse system, we are unable to make changes to orders or provide shipping refunds once processing has begun.
We appreciate your understanding and recommend reviewing your cart carefully before completing checkout.
We offer Click & Collect to customers located within a 30 kilometre radius of our Alexandria, Sydney showroom.
If your order is eligible, Click & Collect will appear as an option at checkout.
Orders are usually ready for collection within at least two business days after the order is placed.
Account Management
Yes, free shipping is available for eligible retail orders.
To qualify, the total order weight must be under 24 kilograms and the order must meet a minimum spend, which varies depending on your postcode.
If the order does not meet the minimum spend or weight requirements, shipping costs will be calculated and displayed at checkout.
Order value is calculated including GST.
Generally, free shipping is not available for wholesale orders, as freight is not built into our wholesale pricing in order to keep pricing transparent.
However, free delivery is available through our Honest to Goodness Delivery Runs in select postcodes across Sydney, the South Coast, Wollongong and Canberra.
If you have a wholesale account, you can check whether your address is eligible to join a Delivery Run here .
For buying group customers, freight is not included in product pricing. Shipping costs are calculated separately and split between group members based on the weight of each member’s items in the shared cart.
As items are added, the freight cost will update in real time. Each member can view their individual share of the freight cost as the order builds.
If your buying group is located within an Honest to Goodness Delivery Run area, you may also have access to free or fixed-rate delivery for select postcodes across Sydney, the South Coast, Wollongong and Canberra.
Quick Password Reset Here
OR
Go to our website and click Log In at the top right corner of the page.
On the login page, select Forgot Password.
Enter your email address and click Reset Password.
You will receive an email with a link to verify your details and reset your password.
If you do not receive the email, please check your junk or spam folder.
Yes, you can create and store multiple shipping addresses when you are logged in to your account.
To add a new address, follow these steps:
1. Log in to My Account
2. Select Addresses
3. Click Add New Address
All saved addresses will then be available in a dropdown list when you proceed to checkout.
To update your login email address, please send us an enquiry via the form at the bottom of this page and our team will be happy to help.
Once your request has been processed, you will receive a confirmation email advising that your login details have been updated.
As long as you are logged in to your account when placing your order, you can view your order history at any time.
To access your order history:
1. Log in to My Account
2. Select Orders
3. Choose the order you wish to view
4. Select View All Items to see the order details
You can also quickly refill your cart with the same items by selecting Reorder on any of your past orders.
You can unsubscribe at any time by clicking Unsubscribe at the bottom of any of our emails.
Please note that we regularly share product updates and service information, so unsubscribing means you will no longer receive these communications.
If you would like to learn more or are unsure whether unsubscribing is right for you, please
click here
to find out more.
Wholesale Account
All wholesale orders must meet a minimum order value of $500.
This minimum helps cover the costs involved in processing wholesale orders, including labour, overheads and the cost of goods. It allows us to operate on tighter margins while continuing to offer competitive wholesale pricing across our carefully curated range.
If you are unable to meet the wholesale minimum, you are still welcome to place an order at retail pricing through our website.
Unfortunately, we are unable to accept wholesale orders under the $500 minimum order value.
This minimum is in place to cover the costs associated with processing wholesale orders, including labour, overheads and the cost of goods. It also allows us to continue offering competitive wholesale pricing across our carefully curated range while operating on tight margins.
If you are unable to meet the wholesale minimum, you are welcome to place your order at retail pricing through our website.
If you are a wholesale customer but can only see retail pricing, this usually means you are not logged in to your wholesale account.
Please try refreshing your browser or clearing cached files, then log out and log back in again. If you were previously logged in, any items in your cart should remain there.
When you are correctly logged in to your wholesale account, you will see a purple bar at the top of the screen. You will also be able to view and download the Wholesale Price List from My Account.
Honest to Goodness Delivery Runs are scheduled deliveries made by our own drivers to selected regions across New South Wales.
Delivery Runs operate weekly, and orders must be submitted in line with the delivery schedule, at least two business days before your area’s scheduled run.
Delivery pricing
• Free delivery for eligible Sydney metropolitan areas
• A $15 flat fee applies for eligible deliveries to the South Coast, Southern Highlands, Wollongong and Canberra
If you have a wholesale account, you can check whether your address is eligible to join a Delivery Run
here
.
Honest to Goodness Delivery Runs that fall on a public holiday will be cancelled.
If you are concerned about stock availability, we recommend placing your order in advance for delivery on the scheduled run one week prior to the public holiday.
If you select a delivery run that falls on a public holiday, your order will be rescheduled to an alternative delivery day. Please note that the new delivery day may vary depending on your location and route availability, and any changes will be communicated via our EDMs.
If your postcode is serviced by another delivery run on a different day of the week, you may also select the next available run at checkout.
Yes, we can organise a collection on the next Honest to Goodness Delivery Run to your area.
If we are not already delivering an order to you on that run, a $30 collection fee will apply. This fee covers the cost of the driver attending your location, as well as the administration and Quality Assurance inspection required to return the items to stock.
If we are already delivering an order to you on the scheduled run, the collection fee will be $15. This covers the additional driver time required to return the items to our warehouse, along with the Quality Assurance inspection and administration involved.
Once our Quality Assurance team has inspected the returned items and confirmed they are suitable for resale, a credit will be processed for the approved items.
Unfortunately, the same email address cannot be used for both a retail and a wholesale account. If you wish to keep both accounts active, you will need to use two different email addresses.
Alternatively, you may close your retail account and use that same email address for your wholesale account.
If you need to place a one-off retail order using the same email address, you can do so by checking out as a guest customer on the retail website.
A simple way to confirm that you are shopping as a wholesale customer is to scroll to the top of the webpage once you are logged in. If the top bar is purple, you are logged in to your wholesale account and viewing wholesale pricing.
When logged in to your wholesale account, you will also have access to download the Wholesale Price List.
To do this, select My Account and view the options listed on the left side of the screen. One of these options will be Wholesale Price List, where you can download the file in Excel or PDF format.
You can also view your past wholesale order history within My Account.
Shipping costs are calculated at checkout based on your delivery postcode and the total weight of your order.
You can estimate shipping costs at any time by adding items to your cart and proceeding to the checkout page.
For larger orders, shipping requirements may change:
• Orders approaching 200 kilograms may need to be shipped on a pallet
• Orders over approximately 350 kilograms may be quoted at a pallet freight rate
We always aim to provide the most cost-effective shipping option available for your order.
Generally, no. Freight is not built into our wholesale prices, as we aim to keep pricing transparent.
However, free delivery is available through our Honest to Goodness Delivery Runs for eligible wholesale customers located in select postcodes across Sydney, the South Coast, Wollongong and Canberra.
If you have a wholesale account, you can check if you are eligible to join the Delivery Run
here
.
Yes, we do export outside of Australia.
If you would like to discuss exporting our products, please send us an enquiry via the form at the bottom of this page.
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