Orders

How much do I have to buy?

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.

What can be ordered online for delivery?

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.

My order won't process

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.

My order won't process

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. 

I have a discount code or coupon to use. How do I apply this?

If you have a discount code or coupon to use, it is to be entered at the checkout stage.

There is a VOUCHERS box for the code.

Enter the code and then also just check that this is reflected on the total of your cart.

If you have a code and it is not working, please contact us before, completing the transaction, so that we can assist you.

How do I know if my order was successful?

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.

What payment types do you accept?

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.

Is it safe to use my credit card on your website?

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.

My order has arrived and it is not correct, what can I do?

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.

How do I change or cancel my order?

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.

Shipping and Delivery

FREE DELIVERY OPTIONS

We are now offering 2 FREE DELIVERY options

FREE DELIVERY to the Greater Brisbane Area for orders over $77.

Postcodes included are – 4000-4022, 4029- 4132, 4151 – 4179, 4205 – 4207, 4500 – 4506, 4508 – 4509.

FREE DELIVERY  to the Local Area for orders over $20.

See which area your local postcode drops into.

When you hit the $20 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,  4165 – Mt Cotton, Redland Bay, Victoria Point, 4164 – Thornlands.

EAST 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, Alexandra Hills.

Deliveries will take place within 3 business days of order placed.

***

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.

This FREE DELIVERY offer 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.

What are your shipping costs?

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 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. No obligation to complete the order.

How long will my order take to get to me?

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.

What is Authority To Leave parcel if not home at attempted time of delivery?

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.

How can I track my order?

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

How do I know how much to buy of your pre-mixes to make the recipe?

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!

How should I store my goods for best results?

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.

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.

What gluten free products do you have available?

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 store, 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 store so that everyone can make an informed decision as to whether or not the product is safe for them or not.

We also stocks 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.

Which of your products are made in Australia?

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.

All of our products are clearly listed with the Country of Origin.  If you have any concerns, don't hesitate to contact us.

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