FREQUENTLY ASKED QUESTIONS
hOW DO i EARN & rEDEEM reward POINTS?
Earning reward points is simple! Points are automatically calculated and added to your account when you make a purchase. Once you have enough points to redeem, simply select Sunnybrook Loyalty Program as the payment method, and choose how much you would like to apply to the order. Find out more about our Loyalty Program here.
WHY DO SOME PRODUCTS SAY More Info?
We stock a range of products that require refrigeration. Many of these items are listed on the site but you are not able to buy them directly online. In these circumstances you will see a Contact Us button instead of Add to Cart. Refrigerated items have to be specially packaged and can only be shipped reliably to certain areas within Australia. Please Contact Us to discuss options for these items and see if it is possible to deliver to your location.
IS EVERYTHING ON THE WEBSITE IN STOCK?
We try to keep the website as up to date as possible regarding stock management. If you are ordering large quantities of products we may need to order them specially in. We generally receive products with short use-by dates like bread and milk on specific days once or twice a week, so please Contact Us for urgent orders and to receive the freshest prodcuts.
OUT OF STOCK PRODUCTS
Some products may have an Out of Stock button instead of Add to Cart. In this case, the item is out of stock. If you click on the Out of Stock button, we will notify you by email when the item comes back in stock. Please Contact Us if you would like an estimated arrival time for the product.
I CAN'T FIND ONE OF MY FAVOURITE PRODUCTS. HAS IT BEEN DELETED?
We have recently undergone a transfer of our product database. Whilst we have tried our best to make sure all of our products are listed on this website, you may find that something you usually buy from us has become lost in the transfer. If this is the case, please Contact Us and let us know that your favourite product is missing. We will then either relist the item, or let you know if it has infact been deleted.
I BELIEVE THERE IS AN ERROR IN THE NUTRITIONAL INFORMATION OF A PRODUCT. WHAT CAN I DO?
We endevour to be as accurate as possible when stating the intolerances and nutritional information for each and every product on this site. We have a small team that work hard to stay up to date with ingredient and packaging changes. However, very rarely we do miss a change in ingredient listings or have small errors in our nutritional information. If you believe we have made an error with a product please Contact Us and we can update any listings and clarify any further information you require.
DO YOU SHIP TO MY LOCATION?
We offer shipping Worldwide. You can calculate shipping cost from your cart or at check-out. If for some reason you are having problems with calculating shipping to your area, please Contact Us.
CAN I TRACK MY ITEMS THAT HAVE BEEN SHIPPED?
Yes, you will receive a tracking number after your order has been shipped. You can track your parcel/s via http://auspost.com.au/track/track.html for Australia Post Parcels
I JUST PLACED MY ORDER, CAN I STILL MAKE CHANGES TO IT?
Yes, but please Contact Us as soon as possible. Once the order has been packaged and shipped we will not be able to change the order.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
The transit time depends on where you are situated. Through Australia Post, Metropolitan Melbourne and Sydney takes 1-3 business days once shipped. Most other Australian places vary between 3-7 business days. If you select the Express Shipping option, we will prioritise your order to be shipped as quickly as possible, however we can't guarantee next day delivery.
International Air Shipping takes 7-10 business days.
International Express Shipping takes 3-10 business days.
CAN I PICK UP MY ORDER FROM YOUR SHOP?
Our shop is located at 553A North Rd. Ormond, Victoria, Australia. If you wish to pick up your order, please select the "pick-up" option at check-out. You will be notified when the order is ready to collect.
DO YOU ACCEPT RETURNS?
We endeavour to provide you with the highest quality goods available. If you find that your goods are faulty or were damaged in transit, please Contact Us immediately so we can assess the situation. If warranted, we will provide you with a refund up to the purchase price of the goods. We may organise for the return of goods before the refund is approved. Notification of damaged goods or refund requests must be made no more than 24 hours after the goods have been received by you. We do not accept returns for change of mind.
DO YOU STORE MY CREDIT CARD INFORMATION?
We do not store any payment information made by credit card or Paypal.
CAN I ORDER OVER THE PHONE?
Yes. If you are having any difficulties finding the product you are looking for or prefer a phone order, please call us on +61 3 9578 6400.
Forgot or wANT TO CHANGE YOUR PASSWORD?
- Login to your account by clicking on the "My Account" button on the top right hand corner of the home page and select "Account Home".
- In the "Returning Customer" box, click "Forgot Your Password"
- Enter your email address and click "Send me new password.
- You will receive an email with a new password you can use to login.
- Once logged in, hover over the "My Account" symbol in the top right corner, and select "Change My Password".
- Enter your current password (which was emailed to you), and select a new password.