Q: Delivery costs for orders
A: There are different free delivery thresholds for different delivery areas. For Sydney Metro, free delivery for orders above $39. For Wollongong, free delivery for orders above $75. For Shellharbour, free delivery for orders above $150. For Central Coast, free delivery for orders above $118. If an order's total value does not meet the free delivery threshold, a delivery fee of $10 will be charged.
Q: When is the cut-off time?
A: The general cut-off time is 10pm (AEDT/AEST). Some products might have a specific cut-off time that differs from the standard one, which will be described on the product page.
Q: What do I do if I have an item missing from my order that was marked as delivered?
A: We will notify you prior to the delivery if there are any products missing from your order. If you find an item missing without notification, you can contact the online customer service for help. We will check through the delivery process and re-deliver the missing item or refund it upon your request.
Q: How can I be refunded?
A: Once the refund is approved, it will be processed within 3 working days and paid through the original payment method.
Q: What happens if I receive an item that is different from what I ordered or what I wanted?
A: If you think that the appearance or functionality of the product does not match the web description, or the product does not meet your actual needs, then you can return the unopened product to us. You can communicate with the online customer service to arrange the return and refund.
Q: How do I change my order?
A: You can contact the online customer service to change details of your order. Your delivery details such as delivery date, address and contact info can be changed before the cut-off time. You cannot add or remove items from your order.
Q: Can I add products to my order after I've placed it?
A: You cannot add items to the order after placing it.
Q: What should I do if I've received a product in poor quality or damaged in my order?
A: For products with quality issues or damaged products, you can submit an aftersales request and provide relevant supporting files on the order detail page. After confirming the issue, we will process a refund and may or may not need you to return the faulty product.
Q: How do I update my delivery address?
A: You can add a new delivery address by going to the address book in the account page, or you can add the new address on the checkout page where you choose the delivery details.
Q: How do I know if eBest delivery is available in my area?
A: We support delivery to the door by eBest for the Sydney metro area, Wollongong, and Central Coast. Different areas may have different availability for delivery time. You can enter your postcode into the "Deliver to __" section on the top of the website home page. If the entered postcode is not supported, a notification will pop up.
Q: How do I sign up and sign in?
A: You will need your mobile number, email address, and a password to create your account. A verification code will be sent to the mobile number when creating the account. You can use email + password, mobile number + password, or mobile + verification code to sign in.
Q: How will my orders be delivered if they are scheduled on the same delivery date?
A: If you have more than one order in the same delivery window on the same delivery day, they will be delivered together. If you have placed orders in different delivery windows on the same delivery day, they will be delivered separately in their respective delivery windows.
Q: Can I change my delivery time or address?
A: You can change your delivery time and details before the cut-off time one day prior to the delivery date.
Q: How can I change the delivery note?
A: You can contact the online customer service to change your delivery note.
Q: How do I tell the driver to leave my order unattended?
A: When you place the order, there is a checkbox to authorise the driver to leave.
Q: What if I live in a secured building?
A： If the driver cannot leave the delivery safely due to your building restriction, the driver will firstly contact you to discuss the situation. If it really cannot be left or if the driver cannot get in touch with you, the delivery will be returned to the warehouse and the customer service will contact you for futher action.
Q: Do I need to be at home to receive a delivery?
A: If you have chosen leave unattended then you do not need to be home to receive it. However, if there are frozen or chilled items or high value items, we do recommend you to stay at home to receive it.
Q: What happens to frozen or chilled items in my order if I choose leave unattended?
A: The delivery driver will firstly try to contact you through doorbell and phone call for delivery instruction. If there is no response, the driver will leave the package at door and send you a photo of it to notify you that the package has been delivered. We will provide thermal bag and ice pack in the delivery to protect frozen products. However, to ensure food safety practice, if you cannot collect the delivery soon, we do not recommend you to select leave unattended for frozen or chilled products.
Q: What happens if I missed my delivery?
A: If you did not choose leave unattended and did not answer the doorbell or driver's call, your delivery will be returned to the warehouse. The customer service will contact you for further action. Extra delivery fee may apply.
Q: If something is missing from my delivery, will it be delivered in my next order or seperately?
A: For missing items, you can discuss with the online customer service to scheduel a re-delivery, delivery with next order or refund.
Q: Will I be able to receive my delivery at a specific time?
A: At this moment, we are not able to fullfill specific delivery time request. We can only promise to deliver within the given delivery window.
Q: What are the delivery times?
A: For most area, the standard delivery window is between 10am to 9pm. For some areas, night time delivery is available which delivers between 5pm and 11pm. Please follow the available delivery window on the check out page.
Q: Can someone else receive my delivery on my behalf?
A: Yes. We will conact the receiver via the contact details of the order and you may ask someone else to receive the delivery. We may varify the contact details and order details with the person to receive it.
Q: What information should I enter into delivery note?
A: You can enter delivery instructions which can help the driver to find the delivery location more easily in the delivery note. You can also leave special packing requirements in the note. However, we may not be able to fullfill the requirements if they are not practical in our service.
Q: How will my orders be delivered?
A: All of the orders containing frozen or chilled items will be delivered by certified cold-chain delivery vehicles. For orders only contain room temperature items, they may be delivered in cold-chain delivery vehicles or normal vehicles.
Q: How does the tracking link work?
A: The link will show you the estimated arriving time.
Q: How can I get support for general questions?
A: For any general question, please contact our online customer service.
Q: How will I be notified for important message
A: There is a notice area one the top of the website page where we will post important information. We will also send important notice to your messages section on the account page.
