WHOLESALE FREQUENTLY ASKED QUESTIONS

Looking for the Retail FAQ? Click here

SETTING UP MY ACCOUNT

• How Do I Become A Wholesale Customer? 

  You can apply to become a wholesale customer here. Your application will be reviewed, and you will receive a response back within 2 business days. 

• What Are The Minimum Requirements To Be A Wholesale Customer? 

  To become a wholesale customer, you need to spend a minimum of $500 (excluding GST and shipping) per order.  

• When Will I Hear Back About My Wholesale Application? 

  It may take up to 2 business days for you to receive a response on your application. 
  

• Can I See The Pricelist Before Signing Up? 

  Unfortunately, we cannot provide that to non-wholesale customers. However, once you are set up as a wholesale customer, the site will be updated with wholesale pricing. This is also available to download via “My Account,” in the “Wholesale Pricelist” tab. 

  When not logged in, all prices display at RRP. Wholesale pricing will only be visible if you login using a registered wholesale account.

• What Are The Benefits Of Being A Wholesale Customer? 

  Wholesale customers receive discounted pricing of anywhere between 15-30%. The only requirement is you spend a minimum of $500 per order (excluding shipping and GST).  

• Can I Sign Up If I Don’t Have A Business? 

  Yes! If you are an individual, a group of individuals (Note: We call this a Buying Group, which you can learn more about here) or business, you can sign up to be a wholesale customer. But regardless of customer type, you will only receive wholesale pricing if you spend more than $500 per order (excluding shipping and GST). 

   

ABOUT MY ACCOUNT

• Can I use the same email address for shopping Retail and Wholesale pricing?

  No, unfortunately you may only register an email address under one price level (either Retail OR Wholesale). If you would like to shop both price levels you must create a separate account using an alternative email address.

• How can I tell if I am shopping under my Wholesale Account?

  A simple way to know if you are shopping Wholesale is by scrolling to the very top of the webpage once logged in. If the colour of the top bar is PURPLE then you are logged in as Wholesale and shopping at Wholesale Prices.

• I'm having trouble logging in. What should I do?

  If you are struggling to login, try resetting your password with the "Forgot your password?" option at login. If you are still struggling to access your account, contact our customer service team at info@goodness.com.au or +61 2 8310 1800.

  
  

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  PLACING & PAYING FOR MY ORDER

• How can I cancel or change my order?

  Once your order is placed, we cannot make changes to your order. If you have further concerns, please refer to our Returns page.

• How can I reorder my last order?

  Unfortunately, we do not have a reorder functionality currently available. However, we are constantly making updates to the site. Stay tuned for this information to change soon!

• How can I pay for my order?

  Our secure checkout accepts VISA, Mastercard, American Express and PayPal for orders.
  

  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.

• When will I be charged for my order?

  Upon receiving your order, our transaction provider e-Way or PayPal, carries out a standard pre-authorisation check on your credit or debit card to ensure there are sufficient funds to fulfil the transaction. Just like when you book a hotel! This usually expires in 2-3 days.

  When your order is ready to go your card will then be debited. Please remember that even if a payment is not authorised, some card issuers may still reserve the money - this just depends on your bank.

• 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 (i.e. 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.  

• When placing an order, I received an error message. What does this mean?

  Oh, no! Error messages can happen for a variety of reasons. Please refer to your specific error message and review the information that you have inputted, including your shipping, billing and payment information for any potential errors. If you are still experiencing this issue, please screenshot the issue and send to us at info@goodness.com.au.

   

SHIPPING & DELIVERY

• Do you ship internationally?

  Currently, we only ship to Australia. This includes all domestic locations.

• How can I purchase if my business is outside of Australia?

  If you are interested in exporting, we recommend you use a freight forwarder. Any freight forwarder of your choice can be used, as long as they have a location in Australia. Just please note that we will be unable to assume responsibility for the products once they reach the freight fowarding system. This means that if they are damaged in transit or you wish to return the items once you have received the, we will be unable to assist you.

• What are my shipping options?

  We no longer offer the option to choose your shipping carrier, as some of our customers found this a little confusing. Instead, our system calculates the cheapest option and automatically chooses this for shipping. To learn more about shipping, click here.

• How long will it take for me to receive my order?

  Shipping times vary by whether you are a retail or wholesale customer, where your order is shipping to in relation to our Sydney warehouse and our partner carrier times. Once your order dispatches from our warehouse, you will receive an email with tracking details. To review your estimated delivery time, click here.

• I am having trouble entering my shipping address.

  The checkout uses Google to locate your address. Enter the details slowly in the first line and choose your address. The checkout will then populate the remaining details.  

  If you are in a shop or unit . i.e 'Shop 5, 49 Macquarie Street, Newcastle' - you may have to search for '49 Macquarie Street' and enter the Shop 5 on the next line down. 
  
  If you are unable to locate your address or you are unhappy with the selection - simply enter it manually. The shipping costs will be determined on your postcode, alongside your location. If you are experiencing problems or do not have any shipping options please contact us on 02 8310 1800 (Monday-Friday, 8am - 5pm AEST).

• Can I get free delivery?

  Sydney-based wholesale customers may be eligible for our H2G Runs, which are free delivery runs that are set for specific days based on region. If you are eligible, this will be a shipping option you can select at checkout. To learn more about this, click here.

• I have a PO Box - what are my delivery options?

  Only Australia Post can deliver to post office boxes. The maximum weight Australia Post will accept per box is 20kg.

• How can I track my order?

  Once your order has dispatched from our warehouse, you will receive an email with your tracking information to monitor the delivery status of your order. You may receive emails direct from the carrier as well. 

  Honest to Goodness is not subject to any liability whatsoever for failure to deliver or for delay in delivery arising from unforeseen circumstances. All goods must be checked on delivery, the customer is deemed to have accepted the goods delivered as being in conformity with the customer's order and merchantable quality.

• Can I pick up my order?

  Unfortunately, we cannot offer order pick up at this time. You can instead shop in our Alexandria Health Food Store or visit one of our stockists in your local area. Our shop is available for retail purchases only, we do not offer wholesale pricing in store.

RECEIVING MY ORDER

• My order hasn't arrived. What do I do?

  Orders can take 3-14 days to arrive, depending on the weight of your ordre and where your order is being delivered. Check your area's estimated shipping time to see if it is still within the expected window.
  
  Once your order has dispatched from our warehouse, you will receive an email with your tracking information to monitor the delivery status of your order. You may receive emails direct from the carrier as well. Any questions about the status of your delivery should be directed to the carrier.

   

  If you have not received your tracking information, contact us here. 

• 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 48 hours 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 info@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. 

ABOUT HONEST TO GOODNESS PRODUCTS 

• How can I see the country of origin?

  For each product we sell, you can view the country of origin under the "More Information" tab for that product.

• How can I review dietary and allergen information?

  For each product we sell, you can view allergen and dietary information under the "More Information" tab for that product.

• I can't find the product I'm looking for. What do I do?

  If there is a product that you regularly purchase but it is currently out of stock, you can register for notification when it returns in stock. If there is a product that you wish we would range but don't, you can suggest it via our New Product Proposal form.

• How can I suggest a product?

  Any new product submissions can be submitted via our New Product Proposal form.

• 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

• Why are some products sourced from outside Australia?

  We love to sell Australian products and support our Aussie farmers as much as we can. However, there are times when weather conditions affect supply and products are not readily available in Australia, or poor quality forces us to look a little farther afield. We also actively support sustainable agriculture and ethical sourcing. This means we also prefer to source some of our products from parts of the world where that product originally comes from.

• How can I find out when a product is back in stock?

  On a product listing, you can click the "Notify Me" button and input your email address, and we will email you when the product is back in stock.

• I want to try a product first before purchasing. How can I sample?

  Unfortunately, we do not offer samples at this time. Instead, we recommend purchasing a smaller pack size to test what you think of a product.

• Can I receive the COA/Spec Sheet of a product?

  If you need further information than what is provided on our site, including COA/Spec Sheets, you can request this information from our customer service team at info@goodness.com.au or +61 2 8310 1800.

• Do you spray or mist your warehouse?

  No, we do not!

• How do you control pests/insects?

  We closely inspect all items before they enter our warehouse and use only approved organic pest control measures in the warehouse. If you have pests in your pantry at home, you may like to read our storage tips. 

• What treatment is imported food exposed to through quarantine?

  Through a careful selection of products, countries of origin and packers of the products it is possible to avoid mandatory fumigation of imported foods. If an imported organic food is subject to treatment on arrival in Australia, at the direction of Australian Quarantine, the treatments still comply with the Australian Organic Standards. The 2 main pest control measures for organic foodstuffs are freezing and modified atmosphere treatment (MAT). MAT involves decreasing oxygen content in the atmosphere immediately surrounding the foods to below approx 4% which is toxic to bugs. Some conventional foods may be fumigated with a chemical called methyl bromide but is never irradiated. Our warehouse and production facility are organically certified and therefore never fumigated. We follow strict food handling guidelines and have a quality management system in place to ensure the best possible quality and handling of our products! 

• Why do gluten-free products say "may contain traces of gluten?"

  Through a careful selection of products, countries of origin and packers of the products it is possible to avoid mandatory fumigation of imported foods. If an imported organic food is subject to treatment on arrival in Australia, at the direction of Australian Quarantine, the treatments still comply with the Australian Organic Standards. The 2 main pest control measures for organic foodstuffs are freezing and modified atmosphere treatment (MAT). MAT involves decreasing oxygen content in the atmosphere immediately surrounding the foods to below approx 4% which is toxic to bugs. Some conventional foods may be fumigated with a chemical called methyl bromide but is never irradiated. Our warehouse and production facility are organically certified and therefore never fumigated. We follow strict food handling guidelines and have a quality management system in place to ensure the best possible quality and handling of our products!  We can guarantee that any of our products which are labelled as gluten free are naturally gluten free. All of our packaging contains a warning that all of our products may contain traces of gluten. As our gluten free products are stored and packaged in the same warehouse as products containing gluten, there is always a very slight chance that contamination may occur. Although the chance of this is unlikely and caution is taken at all times, we would rather ensure that our customers are fully aware of this so they can make the decision as to whether or not the product is safe for them or not.