Frequently Asked Questions
Orders
At Grandma’s Pantry Online you can buy as little or as much as you like! Some spices start at 50g amounts. Most start at 100g up to bulk amounts, it is up to you! There can be discounts for purchases of bulk amounts.
You can order anything from our online store except for perishable lines (fridge, freezer and handmade goodies)
Please be aware that, despite our best packing efforts, some products are very strong smelling (e.g., herbs and spices) and sometimes products such as nuts, flours and chocolates/lollies can take on the smells of these foods.
Also, please keep in mind that we don't send via refrigerated transport and therefore please take care when ordering chocolates and other items that are affected by temperature during the warmer months of the year.
Grandma's Pantry is not responsible for these types of products arriving heat affected or smell affected, if our concerns have been not taken into account.
We are a "sell by the scoop" bulk wholefoods store. Our whole aim is to reduce waste and packaging.
If you order multiples of a weight of a single product - we will ALWAYS pack this as the total weight. E.g., if you order 5 x 100g of flour we will pack this as a single 500g.
However, if you wish to have your items packed in individual quantities, just leave us a note in the comments section of your order to indicate this.
If you would like you order packaged in brown paper bags, please indicate this is the "notes" area and choose to "request a shipping quote". ONLY orders that are going via courier (boxed) can be packed in the paper bags.
Please check that you are not trying to order and have delivered any products that are marked as:
- "PERISHABLE GOODS - AVAILABLE FOR PICK UP INSTORE ONLY" - these items cannot be shipped, or
- your order contains products that are OUT OF STOCK - please remove these items and your order should be able to be completed normally, or
- your order is over the weight allowable for your available shipping options.
We can quote on a heavier order, just click on the "get a shipping quote" button and we will look for the best shipping option to suit your order and send you an amended invoice, that you can choose to pay or not.
If this troubleshooting does not work, please ring us on 0481155799, and we will try and muddle our way through with you.
If you have a discount code or coupon to use, there is a couple of places to enter it.
You can enter it in the "coupon code" box on the MY SHOPPING CART page.
OR - on the MY CHECKOUT page
Enter the code in either of these places, then check that this is reflected on the total of your cart.
PLEASE NOTE: If you have a code and it is not working, please contact us before completing the transaction, so that we can assist you.
Unfortunately, discount codes and coupons CANNOT be combined, nor can they be used in conjunction with rewards points or items on sale.
If you do try to combine them, the website will choose one and disregard the other (The one disregarded might not be the larger saving available, so please make the decision which is more beneficial for you on an order by order basis) or glitch and not apply either.
If you have accidentally tried to use more than one discount/coupon/birthday code together and now your points have vanished - please contact us before completing the transaction, so that we reallocated them.
BIRTHDAY VOUCHER MINIMUM $25 SPEND: The minimum order value (before shipping) when using a $5 Birthday voucher is $25 spend.
Please note: If it is found that you have used a code that is not an advertised code, or is private code, that has been discovered and applied through the use of discount finding software or apps, we reserve the right to cancel your order. Unfortunately, as a small family business, codes and discounts need to be tightly controlled to allow us to remain in business.
Once we have received your order, you should be presented with a screen that says “Thank you, we have received your order”.
You should also receive an email notification confirming that we have received your order.
If this does not appear, please check your "spam/junk" folders.
We accept Visa or Mastercard or direct deposit through eWay which is an Australian based secured payment gateway.
Our bank details for direct deposit are:
Account name: PJSCB Pty Ltd
BSB: 064000
A/C No.: 13726508.
When paying by direct deposit please quote your invoice/order number or email a remittance to sales@grandmaspantryonline.com.au as your details do not usually appear on our bank statements.
Please be aware there may be a delay in your remittance being allocated against your order as our office emails are only monitored from 9am - 5pm. Should you have any queries about your order please call our office on 07 3823 2100.
Payment on delivery is also available by prior arrangement. Contact us for further information about this service.
We do not use PayPal due to PP abiding by US law and the US having trade restrictions with certain countries (e.g., Iran - we stock Iranian Dates). We have previously had our store shut down by PP for selling these products.
Australia does not have these trade restrictions in place and we will abide by Australian Laws in this respect.
Here at Grandma’s Pantry, we pride ourselves on offering a safe and secure online shopping experience. We will NEVER ask for your Credit Card information via email.
If you ring to pay for an order over the phone, we enter your information while speaking to you and NEVER record it anywhere for your safety.
We choose to use eWAY and their secure services for our credit card transactions. But if you have any concerns, the Bank Transfer option is always there for your convenience.
The safety and security of your personal information is extremely important to us. We use a range of electronic and physical security measures and devices to protect your personal data and credit card information.
Please contact us ASAP and detail what is damaged or has been incorrectly supplied and we will work towards getting the issue corrected ASAP.
Be sure to provide us with as much information as you can, please included your order number, date goods were received and photos if possible. Photos are incredibly helpful as they can help us prove that damage has occurred during delivery.
One of our helpful staff members will contact you ASAP.
Please contact us at Grandma’s Pantry on 0481 155 799 immediately if you need to change or cancel your order.
Please be advised that some orders are shipped very quickly after ordering, and it may not always be possible to cancel or make changes.
Rewards points are accumulated on completed orders.
When you have enough rewards point to claim a reward, this will be offered on the MY SHOPPING CART (under the list of products)
and on the MY CHECKOUT page.
You can then apply the rewards to your cart to obtain a discount.
Discount codes and rewards points are NOT combinable, nor can they be used in conjunction with items on sale.
200 rewards points is the equivalent of $5.
When you click into this area, it will show what offers you have there to redeem if you have reached a preset amount of points.
Unfortunately, we can't as a small business afford to combine rewards points and discounts on a single order.
If you do try to combine them, the website will choose one and disregard the other.
The one disregarded might not be the larger saving available, so please make the decision which is more beneficial for you on an order by order basis.
If your points disappear and have not been used, contact us via email with the details and we will reinstate any points that have not been used.
Shipping and Delivery
We are now offering 2 FREE DELIVERY options
FREE DELIVERY to the Greater Brisbane Area for orders over $88.
Postcodes included are – 4000-4022, 4029- 4132, 4151 – 4179, 4205 – 4207, 4500 – 4506, 4508 – 4509.
FREE DELIVERY to the Local Area for orders over $25.
*not available to PO Boxes or Parcel Lockers as we hand deliver these orders ourselves.
In rare circumstances, we will outsource this to a courier or Auspost.
See which area your local postcode drops into.
When you hit the $25 minimum spend, the FREE Shipping option will show in the delivery options.
To streamline this service, we have divided the Free Local delivery area into different zones for different days.
NORTH OF GPO – Order before MONDAY 12pm for same week delivery to this area TUESDAY.
This area includes – 4154 – Gumdale, Ransome, Wakerley, 4155 - Chandler, 4178 – Wynnum, Wynnum North, Wynnum Plaza, Wynnum West, 4173 - Tingalpa, 4179 – Lota, Manley, Manly West
SOUTH OF GPO – Order before TUESDAY 12pm for same week delivery to this area WEDNESDAY.
This area includes – 4157 – Capalaba, Sheldon, 4160 - Ormiston, 4163 - Cleveland, 4165 – Mt Cotton, Redland Bay, Victoria Point, 4164 – Thornlands.
WEST OF GPO – Order before WEDNESDAY 12pm for same week delivery to this area THURSDAY.
This area includes – 4151 - Coorparoo, 4152 – Camp Hill, Carina, Carina Heights, Carindale, 4153 - Belmont, 4163 - Belmont, 4170 – Cannon Hill, Morningside, Norman Park, Seven Hills, 4171 – Balmoral, Bulimba, Hawthorne.
REALLY CLOSE TO GPO – This can be delivery any day. Please allow 1-3 days for packing and delivery.
This area includes – Birkdale, Thorneside, Wellington Point.
Deliveries will take place within 3 business days of order placed.
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These deliveries will be left in a safe place if someone is not home.
We may have to charge for re-delivery on these "free local deliveries" if the order can not be left safely if no one is home.
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Deliveries take place on weekdays (mostly Tuesday - Thursday), excluding public holidays.
If you miss the cut off day – you can choose any of the other delivery options if you need your order asap.
These FREE DELIVERY offers cannot be combined with any other offers, discounts etc
This offer is valid if your delivery address falls into the following postcodes 4151, 4152, 4153, 4154, 4155, 4156, 4157, 4158, 4159, 4160, 4161, 4163, 4164, 4165, 4170, 4173, 4178, 4179.
Delivery days may vary in very rare occasions, if something unavoidable or unexpected happens. If this is the case, we will contact you before you due delivery date if we know, but possibly on the day in case of an emergency.
To streamline this service, we have divided the Free Local delivery area into different zones for different days.
NORTH OF GPO – Order before MONDAY 12pm for same week delivery to this area TUESDAY.
This area includes – 4154 – Gumdale, Ransome, Wakerley, 4155 - Chandler, 4178 – Wynnum, Wynnum North, Wynnum Plaza, Wynnum West, 4173 - Tingalpa, 4179 – Lota, Manley, Manly West
SOUTH OF GPO – Order before TUESDAY 12pm for same week delivery to this area WEDNESDAY.
This area includes – 4157 – Capalaba, Sheldon, 4160 - Ormiston, 4163 - Cleveland, 4165 – Mt Cotton, Redland Bay, Victoria Point, 4164 – Thornlands.
WEST OF GPO – Order before WEDNESDAY 12pm for same week delivery to this area THURSDAY.
This area includes – 4151 - Coorparoo, 4152 – Camp Hill, Carina, Carina Heights, Carindale, 4153 - Belmont, 4163 - Belmont, 4170 – Cannon Hill, Morningside, Norman Park, Seven Hills, 4171 – Balmoral, Bulimba, Hawthorne.
REALLY CLOSE TO GPO – This can be delivery any day. Please allow 1-3 days for packing and delivery.
This area includes – Birkdale, Thorneside, Wellington Point.
Deliveries will take place within 3 business days of order placed.
***
Contact us on 048 115 5799 for further information.
We ship across Australia every day and over to New Zealand regularly.
We also ship internationally!
Just click on the "get a shipping quote" button and leave it with us and we will manually check with our shipping agents for the best shipping option to suit your order and send you an amended invoice.
There is no obligation to complete the order.
This in not an automated process, so please give us some time to get it back to you.
Live shipping quoting is available at checkout now.
Shipping costs will vary depending on the size and weight of the order and location of delivery.
PO Box delivery addresses can only be delivered by Australia Post.
If you are concerned about the shipping cost, please don’t just abandon your cart – give us a chance to manually check the shipping options.
Just click on the "get a shipping quote" button and leave it with us and we will manually check with our shipping agents for the best shipping option to suit your order and send you an amended invoice, that you can choose to pay or not. No obligation to complete the order.
This in not an automated process, so please give us some time to get it back to you.
We aim to get to your order out of our warehouse within 2-4 business days, these times may increase in peak times, although we always try our very best to have them out as soon as possible.
Once dispatched, the delivery time is dependent on the freight company.
Grandma’s Pantry is not liable whatsoever for any failure by the freight provider to deliver your products or for any 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 conforming with the customer’s order and merchantable quality.
When you place your order, you can tick on the authority to leave box and add delivery instructions advising drivers to leave your parcel in a safe place if you are not at home.
However, please be aware that we will then not have any proof of delivery from the driver (in the form of your signature) and so cannot offer any guarantees on the security of delivery and cannot be held responsible for your parcel still being there when you get home.
When your order has been packaged and collected by our courier or dropped at the Post Office, we will email you with a tracking number so that you can find out where your order is.
Products
The recipe for each of the items is shown in the description.
There will also be a downloadable copy on the product description.
Please follow these recipes. This will allow you to have the best possible and delicious outcome!
To ensure that you experience the quality and freshness of our products at their peak it is best that you do not wait too long before trying what you have bought or turning it into a favourite dish. To ensure maximum freshness we recommend that you follow the storage conditions.
We are in Brisbane and it can get HOT and HUMID and our warehouse is temperature controlled to remain at 190C - all year round.
If you are in an area where temperatures hit high, please consider keeping products in the fridge or freezer.
FOR ALL PRODUCTS - remove from packaging that the products have arrived in and decant into air tight containers.
Nuts and seeds
Raw, unshelled nuts will keep for up to six months in a cool, dry place. Shelled nuts and seeds will keep for three or four months in airtight containers at room temperature. They may also be kept in the freezer for up to a year if sufficiently wrapped. Be aware that because of their high fat content, nuts can become rancid quite quickly if exposed to heat, light or humidity during storage. If you find that your nuts or seeds have lost their freshness they can be by lightly toasted in the oven. Roasted nuts and seeds are at their prime straight after the roasting process. We roast our nuts in small and frequent batches to maintain optimal freshness. Roasted nuts can be stored for three or four months in airtight containers at room temperature.
Dried Fruit
Dried Fruit can be kept for three to six months in a cool dry place. As the dried fruit matures some of the moisture is lost and you will find the fruit dries further. Some fruits, especially dates and figs, may appear to have a white coating on the outside as the fruit dries. This is the natural sugar of the fruit coming to the surface, it happens with age. During the warmer months some fruits with a high moisture content including Apricots, Figs and Dates may start to release natural gases (as they have not been treated with sulphur) and retail packets may bloat - the product can still be consumed but best to keep in the fridge. Dried fruit can be stored in the fridge to prolong the shelf life of the product. If you find some dried fruit you had forgotten about and it had really dried out why not consider re-hydrating it?
Beans
Dried beans can be stored indefinitely but are best used within one year; lentils are best used within six months. Keep dried beans and lentils in an airtight container in a dry, cool, and dark place (pantry or cupboard). Do not store in the refrigerator. Cooked beans can be refrigerated for up to 5 days in a covered container and frozen for up to 6 months in an airtight freezer. container.
Grains
The most important thing to look for when determining shelf life in grains is undamaged kernels. The outer bran layer protects the kernels flavour and nutrients from destruction by light and air. Whole grains should be stored in airtight containers in a cool, dry, dark place (pantry or cupboard). Grains will keep under these conditions for up to 6 months.
Herbs & Spices
Our Herbs and Spices are extremely fresh as we buy in small amounts to keep the stock turning through.
They will be very fragrant (as they should be) and should be removed from packaging that the products have arrived in and decanted into airtight containers. This is so that the freshness of the product is maintained, as well as stopping any smells and taste transferring between products.
Herbs and Spices last well in an airtight container ideally under 200C, in a dark place for extended periods of time.
Herbs and Spices may also be kept in the freezer in their airtight containers.
They will lose their potency over time more than they will "expire" as such.
We always suggest buying in smaller amounts more regularly to keep products fresh.
We can guarantee that any of our products which are labelled as gluten free, are naturally gluten free.
As our gluten free products are stored in a separate area and packaged in a totally separated packing area within the warehouse, the risk for cross contamination is at the most absolute possible minimum.
We want our customers are fully aware that we also range products that do contain gluten within our warehouse so that everyone can make an informed decision as to whether or not the product is safe for them or not.
We also stock a wide variety of packaged products 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.
Check out our Gluten Free category in the products area for the full list of Gluten Free products available.
We do our absolute best to keep all of this information as up to date as possible.
If you ever receive a product that was indicated as safe for your allergen concerns on the website but has arrived to you with a label that indicates differently, please contact us directly for a resolution.
We always look to sell local Australian products first and foremost.
However, there are times when weather conditions affect supply and products are not readily available in Australia.
Some products are best sourced from parts of the world where that product originally comes from or is more readily grown.
All of our products are listed with the Country of Origin. If you have any concerns, don't hesitate to contact us.
We do our absolute best to have this COO information up to date. At times our suppliers need to source products from elsewhere due to unforeseen or forecasted issues (crop failures, natural disasters etc) We make updates to the online store as soon as we are advised by our suppliers that there has been a change in the COO.
It is very important for us to keep with our "Local and Australia first" wish and we will always buy and stock an Australian product when it is available.
We can check individual items for you upon request. Just shoot us an email to sales@grandmaspantryonline.com.au and we will chase it down and check it for you.
We have a new option online to be able to order larger amount of products than we have been able to offer before.
It appears that a couple of these have been drawn through from the populating spreadsheet incorrectly.
We are doing out best to work our way through the website to check them all.
When the price is CLEARLY incorrect, please just drop us an email about where the error is, we would greatly appreciate it.
If you do find one of these errors, and do order it, we will will be in touch.
Larger amounts and full bags are now available online!
These products are by "order in only" and will have a note in the description area.
These products will have a 7-14 day lead time to us, then we will get them off to you as soon as we can.
If for any reason that the product that you are ordering is unavailable from our suppliers at the time of ordering, we will be in touch as soon as possible for alternative options.
If you have any questions, please give us a ring on 07 38232100 for clarification.
We are happy to be able offer our Chilled and Frozen products online.
These products are by "order in only" and will have a note in the description area.
These products will have a 7-14 day lead time to us, then we will get them off to you as soon as we can.
If for any reason that the product that you are ordering is unavailable from our suppliers at the time of ordering, we will be in touch as soon as possible for alternative options.
If you have any questions, please give us a ring on 07 38232100 for clarification.
We are happy to be able offer our brand new to us - DIY Catering category!
These products are by "order in only" and will have a note in the description area.
These products will have a 7-14 day lead time to us, then we will get them off to you as soon as we can.
If for any reason that the product that you are ordering is unavailable from our suppliers at the time of ordering, we will be in touch as soon as possible for alternative options.
If you have any questions, please give us a ring on 07 38232100 for clarification.