FAQs

Questions about our Products

DO YOU SELL PRODUCTS CONTAINING ANIMAL-DERIVED INGREDIENTS?

No. We do not stock items containing animal-derived ingredients. Some products are also certified vegan.

Important:
All images, filters, categories, ingredient lists, nutrition panels, and allergy info on this website are guides only. Manufacturers may change formulations without notice.
Please check the packaging or contact the manufacturer directly, or email us to confirm the current ingredients.

WHY DO SOME PRODUCTS SAY “MAY CONTAIN TRACES OF…” ANIMAL PRODUCTS?

“May contain” statements refer to possible cross-contamination in shared production facilities. This warning is intended for individuals with severe allergies.

None of our products contain animal ingredients, but many are produced on equipment also used for non-vegan items.

ARE ALL YOUR PRODUCTS DAIRY-FREE?

None contain dairy as an ingredient.
However, some products are made in facilities that also process dairy and may carry “may contain traces” warnings.
Customers with allergies should always check individual product labels.

CLEARANCE & SALE PRODUCTS — WHAT DOES ‘BEST BEFORE’ MEAN?

Best Before: Food is still safe to eat after the date if not spoiled, though quality may decline.
Use By: Must be eaten or discarded by the date. After this date, food may be unsafe even if it appears fine.

(Source: NSW Food Authority)

Questions about our Online Shop

HOW WILL MY ORDER BE DELIVERED?

We provide refrigerated courier delivery for all orders containing temperature-sensitive products and ambient courier delivery for orders that are not temperature sensitive.

To ensure the best possible condition on arrival, all orders containing temperature-sensitive items (including, but not limited to: chocolates, cheeses, frozen meals, ice creams and desserts) require a $7.99 chill pack.

If a chill pack has not been added to your order, one will be automatically added at checkout when temperature-sensitive products are ordered.

WHY IS A CHILL PACK REQUIRED WITH REFRIGERATED DELIVERY?

Although our refrigerated couriers keep goods chilled during transport, a chill pack is still required to minimise risk during variable handling conditions, courier delays or unexpected exposure to warmer temperatures. This ensures your items arrive in the best reasonably possible condition.

WHY MIGHT MY FROZEN GOODS FEEL SOFT OR PARTIALLY THAWED?

Chilled/frozen items are transported chilled and also contain ice packs for added protection but may arrive partially or fully thawed.

If partially or fully thawed delivery of your goods is not acceptable, please do not place your order on this website.

All orders are sent with Authority to Leave (ATL). If your parcel is left unattended, you acknowledge the risk of spoilage.

By placing an order, you accept that;

• Items may arrive partially or fully thawed, 
• Spoilage may occur if parcels are left unattended, 
• We cannot accept claims for spoilage, where ATL applies

WHAT ARE THE NSW, ACT, AND MELBOURNE DELIVERY AREAS & CHARGES FOR PRE-CHRISTMAS 2025?

We'll be delivering to select NSW, ACT, and Melbourne postcodes. Delivery fees are displayed at checkout.

If your postcode is not covered, please email online@vegangrocerystore.com.au and we will explore ways to arrange delivery before Christmas.

Important:

Shipping rates may change without notice.

Please ensure your delivery address is correct. Parcels returned to us will incur a futile delivery fee and a re-delivery fee.

Minimum order value is $50 (excluding freight).

Order cut-off dates for Christmas delivery:

• 14th December 2025 — Sydney Metro & select Greater Sydney
• 7th December 2025 — Regional NSW & ACT
• 7th December 2025 — Melbourne Metro & Greater Melbourne

Our online store will be closed from 14th December 2025 to 11th January 2026.

VICTORIA DELIVERY AREAS FOR CHRISTMAS 2025

We will dispatch one shipment to select Melbourne Metro and Greater Melbourne areas before Christmas 2025.
The order cut-off date is 7 December 2025. Delivery fees appear at checkout.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Orders are checked, packed, and usually dispatched within two business days. Delays may occur if clarification is required; in such cases, we will contact you.

Delivery times depend on courier schedules and can range from 2–12 days, and may be longer during peak periods.

If you have not received your order within 12 days, please contact us.

Example: 

If refrigerated delivery to your area is only available on Tuesdays and we receive your order late on a Friday, your order will be checked on Monday and prepared for dispatch as soon as possible.

The courier will then collect your order and take it to their cold storage on Tuesday or on another day that minimises time in transit. From there, your order is kept refrigerated until it is scheduled for delivery the following Tuesday.

In some cases, this may result in a delivery timeframe of up to 12 days, depending on courier schedules and your delivery zone.

If you need urgent delivery, please email online@vegangrocerystore.com.au before placing your order so we can advise on options and additional fees.

If you have not received your order within 12 days, please contact us.

DO I NEED TO BE HOME FOR DELIVERY?

All orders are shipped with Authority to Leave (ATL) to prevent spoilage from missed deliveries.

We are not liable for; theft, damage or spoliage due to unattended parcels. If you live in an apartment, provide instructions for where the parcel can be left safely (e.g. building lobby) as most couriers will not deliver to your apartment door.

We recommend supplying a delivery address where someone is available to receive and store your order at the appropriate temperature (e.g. workplace fridge/freezer).

HOW CAN I PAY ONLINE?

We accept Visa, Mastercard, and PayPal.

Questions about our Sydney shop

WHERE IS YOUR RETAIL STORE LOCATED?

Town Hall Square
Shop 40, 464–480 Kent Street
Sydney, NSW 2000

Click here for directions: www.instagram.com/p/DNhWhDMvukg/

ARE PRODUCT PRICES THE SAME IN-STORE AND ONLINE?

Products and prices may vary between in-store and online.

CAN I CLICK & COLLECT?

Due to limited storage, click & collect is currently not available at our Town Hall Square shop. However, click & collect option is available at checkout to collect your order from our Rouse Hill, NSW 2155 storage facility on the next available Saturday between 11am–4pm.

HOW CAN I PAY IN-STORE?

We accept Visa, Mastercard and Cash.

NEED FURTHER HELP?

Please email us at online@vegangrocerystore.com.au.