FAQ

SHIPPING

Your order will be shipped via Chill Couriers and your product will arrive in a carton box.

We are currently shipping to Sydney Metro and Sydney Regional areas.

Please enter your postcode at the top of this screen to check if we deliver to your postcode.

Please note: You must put the delivery address for the products in appropriate delivery fields (not your billing address etc.). If you input the incorrect address you will be charged for re-delivery to the correct address.

$18 +GST Sydney City Suburbs

$35 +GST Greater Sydney Metro Suburbs

$90 +GST Sydney Regional Suburbs

Chill Couriers will deliver your chilled product in a refrigerated van with the temperature set at 0 - 4°C.

Greater Sydney Metro

If your order is placed by 2pm, you will receive your order the next day.

If placed after 2pm please allow 2 working days for your order to arrive.

 

Outside Greater Sydney Metro Delivery Schedule

Central Coast = deliveries on Wednesday & Friday

Hunter Region = deliveries on Wednesday & Friday

Illawarra Region = deliveries on Tuesday & Friday

All deliveries must be received by your representative at the time of delivery and checked for correct items against the order slip provided. Chill Couriers will never leave stock without acceptance from your representative.

Any failed deliveries that are attempted in customer defined windows that require redelivery will attract a premium redelivery fee.

Chill Couriers are licensed with HACCP Australia and additionally hold local authority accreditations including the NSW Food Safe licence for vehicles and as a food cold storage. If a copy of these accreditation certificates are required for your records, please contact us using the .

ORDERING

You can visit the order status page to check the progress of your order as it's fulfilled. We will also automatically send you a link to the order status page by email or SMS text. Follow the link within this email to view the progress of your order.

  1. Create an account
  2. Search for your products
  3. Add desired products to cart
  4. Check out and make payment

Food Equity Group licensed manufacturers are approved with HACCP Australia and other food safety systems. If a copy of these accreditation certificates are required for your records, please contact us using this .

Please use the  to get in touch with us, or call 02 9518 1445

ACCOUNTS & PAYMENT

Yes, you are required to create an account to order from the FEG store.

We accept all major credit cards including Visa, Mastercard & American Express.

We do not accept the following forms of payment, we apologize for the inconvenience:

  •   Cash
  •   Checks
  •   Bank Transfers
  •  Google Pay
  • Apple Pay
  • Others?

Charges to credit card occurs within 20 minutes.

Once payment is finalised you will be emailed a receipt and confirmation of payment.

If you require reissuing of past invoices please email customerservice@foodequitygroup.com with your customer name and order number and we will send you a copy of the invoice.

REFUNDS

If your product is damaged or unusable, and you meet the below criteria, you may be eligible for a refund or product exchange.

Ensure that your representative reconciles the goods delivered upon receipt to the delivery slip and, in the event of a pick and pack error, notes any missing items on the delivery slip. Do not sign the invoice as correct if there are missing or incorrect items/quantities. We can not refund or replace products which have been signed as received.

Similarly, in the event additional quantity and/or product SKU’s are charged and delivered in error to you, do not receive these, send them back with the driver and we will send the correct stock to you as soon as possible. If you receive the incorrect stock, they are considered accepted by you and no replacement for correct stock will be granted.

Requests for refunds or exchange must be made within 24hrs of receipt of the product. Requests after this time will not be granted.

We do not grant refunds or replacement stock for change of mind or ordering mistakes. If you have any questions about the products please before ordering, we’d love to assist you.

It is your responsibility to maintain food safety and appropriate storage of the product once it is in your possession. We will not refund or replace products which have been mishandled.

Please email us at customerservice@foodequitygroup.com and include the following information;

  • Your Full Name
  • Your Business Name
  • Business Address
  • Order Number
  • Product Name, Quantity & Batch Number
  • Detailed description of reason for refund/exchange
  • Image of the product showing the issue/damage
  • Nominate if you would like a refund or exchange of product

We will do our best to remedy the issue as quickly as possible.

Refunds can only be issued to the original payment method and take up to 10 business days to process.