Author: Lily (Warehouse Manager)
Frequently Asked Questions
Questions about Melbourne Food Depot.
- Where are you located in the world?
The Melbourne Food Depot is located in Melbourne, Victoria, Australia. The despatch warehouse is located on the outskirts of Melbourne. No public access to the warehouse, use our authorised retailers network.
- Can the public come to our training facilities?
That is a great idea, why not join our mailing list or follow us on Facebook, Instagram or Facebook to know when events or courses are being offered. Links to our social media pages are included in the footer.
- I cannot find a phone number?
That is correct, we find it much more efficient using email. This can be carried out through your account dashboard or the general public email.
Questions regarding this online purchasing facility.
- Can I phone to locate my online order?
NO. All the information is located in your My Account section of this website. All online orders leave from and are handled by the warehouse located on the Melbourne outskirts. Email the warehouse directly via your account dashboard or the general contact email on this website.
- Cannot log into my account as it says the email exists and is in use.
If your account is unused for 6 months or more its put in a dormant state. This means you will need to contact the warehouse directly through the general email on the contact us page. Ask to have your account made active again, please include your account name and email address used in the email.
- The special pricing I normally get is not visible. How do I fix it?
Please log into your account and check out using you registered account. All your special prices and discounts are associated with that particular account and email address only. If you do not log into your account products can still be purchased but you will be paying the standard online prices.
- How safe is my purchase over the internet?
Safe. Please read security page if you have concerns. We have been trading online since 2000 and been inexistence since 1996.
- My order has not come what could be holding it up?
Many things, we rely on information provided by you. If this information is not correct or missing information and we try and contact you with no response this will lead to delays. Remember the following things and your order will progress without issue. Contact us through the general page of your account dashboard.
1. Full Name - no initials
2. Full address, contact phone numbers and email address. If none of these are completed sorry its hard to contact you let alone send your order
3. Your order may require further paperwork due to restrictions. We cannot send the product to you until this paperwork is received fully completed.
- I cannot order from you online as I do not have an account with you?
No problem. The first step of the online buying process is setting up an online account. Please write down your email address and password in a safe place. This is the only way to access your account. Only one account per email address is allowed. Please make sure it is a valid email account or your order will automatically be put on hold or maybe cancelled.
- Why do I have to give you my email and phone number?
We require this information to aid in the processing & shipping of your order. Your email is how all correspondence is sent to you and the phone number is required in case we need to call you or the courier needs to call you. Without these two items we will be unable to take your order or if partial information is supplied your order will be on hold until the information is supplied. If you are concerned about privacy please read our privacy page.
- What payment methods do you accept online?
Visa, Mastercard, Bpay, EFT (direct payment into our bank account), Paypal or an Australia Post Money Order. For more detailed information check our payments page.
- I want to spend more on my credit card but I have to pay by bank deposit.
Yes, you are an unapproved general customer. This measure is part of our anti fraud process. Find out more about this.
- I cannot find your bank details? Where are they located?
The bank details are included on the tax invoice that was emailed to you at time of purchase. To reprint this invoice please log into the My Account section of our website and your order will be available in your history. You can then print it or email another copy to you.
- The Bpay CRN supplied does not work when I enter it, What do I do?
Some online banks do not like our computer generated CRN's. So we have supplied you with a no fail back up. Please use this number if you are having problems 84517264
- How long do I have to pay for my order via EFT? What will happen if I do not pay?
When paying by Bpay, EFT or Aust Post money order your order is valid for 7 days from order date. If no payment is received your order is classed as abandoned and cancelled. Too many abandoned orders and your account maybe deleted.
- Why does it have a shipping address? I live inland and no ships can get here.
The shipping address means the way we are going to ship or send the package to you. We need to know the full address please include all street numbers (your house number) and the correct postcode. If this is not completed it will result in delays to your order. Find out more on our shipping page.
- If Shipping is free over a given value (currently $190.00) then why have I been charged?
Shipping over this purchase value, under 10Kg, is free to eastern capital cities (eg Melbourne 3000 - 3100) except Darwin. Western Australia the order value is $250. The shipping matrix works out the available options from your postcode. If you are outside the postcode region then shipping charges will apply. More information on our shipping page.
- How long does it take for my order to be processed and delivered?
This depends which payment gateway you have selected. If you select one of the faster gateways such as Paypal or credit cards it will happen very quickly. If you select EFT, BPAY or Aust Post money order we will have to wait for you to pay and then for your money to appear in the bank. These slower options are great for B2B and regular customers. It helps us greatly when using one of these options to email us the transfer payment information from your bank. Once your order has been successfully paid it is shipped using your selected method. We dispatch 95% of all orders the same day. If there are any problems regarding your order we will attempt to contact you via your email or phone number provided in your account. This is why we require a valid email and telephone number.
- Can I place an internet order using the phone or fax?
NO. If your located near our sister company @508 Lygon you can place an order on Saturday to pick up next Saturday or have it sent to you. This is great for first timers or people who are not very experienced buying things online. No products or payment methods exist at this location.
- Do you ship outside Australia?
Yes, we ship via Toll international. Minimum for all international orders is $500. All international orders need to be paid by direct transfer into our bank account prior to being shipped. You are responsible for any local import duties, taxes charged by your country. Once your payment has been cleared, please allow 14 working days for the order to arrive. We do not take responsibility for any delays in your country caused by the customs department. All our international courier shipments are registered. We do this for a couple of reasons, it makes the parcel easier to track, aids in convicting credit card fraud users if lost and resolves any disputes quickly over non sent packages.
Questions regarding GST
- Will I get a tax invoice sent with the goods?
Yes, if you request a copy. A copy is emailed to you on purchasing. If you require another copy please log into My Account and print one from your purchasing history. If paying by bank deposit, EFT, a proforma invoice is generated automatically on sale. Once paid this then becomes a Tax Invoice which is email on dispatch of your order.
- How do I know what products are GST or GST free?
This is one of the big problems. A lot of companies just apply GST to everything so there can be no compliance issues. How we work is that if we are charged GST on the goods we pass it on to the end user and likewise if we are not we do not. This complex set up goes back to the Australian Democrats and the Howard government. It should have been all in or all out. We also support marraige equality which is another legacy problem.
Setting up a COD or Trading Account
- Can my business set up and account with you?
Easy create an account online here and shop away. Once we have an idea of our monthly habits we can offer you terms. Every account starts off as a COD account no exceptions. Your orders will still need to be placed on this website as more features and product offerings will be unlocked once your credit account is approved.
- How will I know when I've reached the correct amount?
Your monthly spends are automatically sent to the accounts department. Once these are flagged you will be contacted by accounts.
Locating my online order
- I made an online order and it has not turned up. How can I find it
When you place an order you will receive an email confirming that you have placed the order. This becomes the order job ticket. This order will then be packed and sent via your selected shipping method. A second email will be sent containing a consignment note number. This can be tracked using the link contained in the email.
- I put an order in and have no heard anything, Why?
Every order as mentioned above receives two emails. If you have received nothing from us your email must be invalid. The order will most likely be on hold, please contact the warehouse directly using the contact page.
- How do I contact the warehouse regarding my online order?
All online orders are sent from the warehouse. The only way to communicate with the warehouse is via this site. Please contact the warehouse either from your Account dashboard (quickest by logging a dispute) or the general contact page on this website. There is no other way to help you.
- My order was sent via Australia Post and I was not home and they did not leave a calling card. What do I do?
The Melbourne Food Depot uses third party companies to deliver our packages. We work hard to make sure the system works for you but you must realise that it is out of our hands. Generally Aust Post has reliable operators but as with most things some take more pride in their job than others. Use your consignment number in the shipping email to locate the parcel. This is why we use a signature on delivery service. No packages will be left unsigned for unless you have signed our authority to leave form. This is a legal form that effects your rights so attention must be paid when signing. We strongly recommend sending your shipment to an address where you will be during the day, for example your work address. It just makes it easier for everyone.
- My order was sent via Australia Post and I was not home and they have sent it back to sender. What do I do?
If you are not home the eparcel will be sent to the closest post office. You can find out which one by using the consignment number sent to you in the shipping email. The post office will hold it for only 5-7 days. If it is unclaimed it will be returned to sender. An additional charge will have to be paid to resend the package.
- I wish to have my parcel left on my front door step. What do I need to do?
All our parcels need to be signed for, this maintains our secure service. If you wish to bypass this service we require you to sign our authority to leave form. This is a legal document and you need to consider your rights before signing this form. This form will need to be sent PRIOR to your parcel being shipped. If it arrives after the parcel has been shipped it will be placed on file for future orders. This form is available at time of checkout. All other requests to leave parcels will be ignored unless this signed form is on file.
What is your returns policy?
- All sales are final. We do not normally give refunds if you simply change your mind or make a wrong decision. Please see our terms and returns policy page.
Will my personal details from your database be used or sold to third parties?