Call (07) 3376 0952 | info@glutenfreegrocer.com.au

FAQ

Product Information

Q. Are all of your products Gluten Free?
A. Yes. All of the products on Gluten Free Grocer are 100% Gluten Free.

Q. Where do you get your produce from?
A. We source as much produce locally as possible. For example, our avocados come from Mt Tamborine or Mareeba. Our organic greens like lettuce, bok choy, baby spinach are supplied by Squeaky Green, a local south east Queensland grower. Apples and stonefruit come from Stanthorpe Organics located in the Lockyer Valley. We also have around 15-20 small organic growers via United Organics. The produce that we can't get locally we source from Rocklea Markets.

Q. Is everything on the website organic?
A. No, not all products are organic but over half of our products are Certified Organic. When shopping, you will notice a "Certified Organic" logo on all products that are Certified Organic.

Q. Will you be adding more products in the future?
A. We are continually growing our range of Gluten Free Goods - currently we have around 1000 new products ready to add to our store although we regularly add new items every week.

Q. Are your Products GMO Free??
A. Not all of our products are GMO Free but we are confident in saying that allmost all of them are. We do our best to find products that are good for you and good for the environment too.

Q. Are all of your Products good for the environment?
A. We cannot confirm this to be true but we can tell you that we take pride in focusing on sustainable living - we endevour to only purchase items that are good for you and good for the planet.

Ordering Information

Q. How do I place an order?
A. Add the items that you would like to your cart. Once you are happy with what you have added, you can click on the "cart" button in the top right hand side of your screen. Now you will be able to see what items you have added and make any changes that you would like. Once you are ready to finalise your order, click on the "Proceed to Checkout" button.

Q. Can I add or remove things from my order?
A. You may add and remove items from your order before you finish the checkout. After you have completed the Checkout you are not able to change your order. In extreme cases, contact our friendly customer service staff and we will discuss your options.

Q. Can I cancel my order?
A. Orders may be cancelled up until 4pm the day before delivery.

Q. Why do you not allow orders to be changed or cancelled?
A. We order our Dairy, Bread and Meat Fresh for you on a per order basis. We do not want people getting items that are not fresh so we do not allow cancelling or changing an item. In extreme cases, contact our friendly customer service staff and we will discuss your options.

Payments Information

Q. How do I pay for my order?
A. As you progress through the checkout, you will be given an option to choose between paying with Credit Card or PayPal. Both methods are safe and secure.

Q. When will you charge my credit card?
A. Your credit card will be charged immediately following the checkout and purchase of your items.

Q. What forms of payment do you accept?
A. We have secure online payments for PayPal and Credit Cards. Our credit card facility is operated by the ANZ bank and no processing is done on our website. The ANZ bank has supplied a secure portal so your information is safe. No credit card information is stored on our site or by us.

Shipping Information

Q. When will my order ship and be delivered?
A. If you placed your order before 4pm EST we will ship your order the following business day. For delivery times to your area, please see our "Delivery & Packaging" page for more information.

Q. How much do you charge for shipping?
A. While you are checking out you will be given options to choose from for shipping to your area.

Q. Is there a minimum order requirement?
A. No, we have no minimum order amount.

Q. Do you ship internationally?
A. Unfortunately at this time we are not able to ship orders internationally.

Q. What carriers do you use to ship and how can I track my order?
A. We use many different shipping carriers. Once your order has shipped, you will receive an email with the carrier details and tracking details.

Q. Can I send my order to a PO Box address?
A. Coming Soon

Q. What happens if I am not home when my order arrives?
A. Our delivery services will deliver these products to your door; so your order will be waiting there for you when you arrive home. In some cases the courier may be required to leave a card in your letterbox for pickup from your local post office.

My Dashboard Information

Q. How do I add or change shipping addresses?
A. Once a Member is logged into their "My Account Dashboard" page, they may select the link "Address Book" on the far left side of the page. Here, the Member may add or change their Billing and Shipping Addresses; in addition, they can set specific addresses as Default and store additional addresses.

Q. How do I change my password?
A. Once a Member is logged into their "My Account Dashboard" page, they may select the link "Account Information" on the far left side of the page. Here, the Member may change their email address by clicking the "Change Password" button and then save the changes once you are done.

Q. How can I view my previous orders?
A. Once a Member is logged into their "My Account Dashboard" page, they may select the link "My Orders" on the far left side of the page. Here, the Member can view previous orders and even reorder the same items, which can be handy if you are in a rush.

Errors and Returns Information

Q. What is your Return policy on products?
A. We have a 100% customer satisfaction guarantee - If you are not happy, we are not happy. If you need to return an item, contact our friendly staff and they will help you.

Q. How do I return an item?
A. As we sell thousands of different items, contact our friendly staff and they will discuss how to return an item.

Q. What is your policy on products ordered when out of stock?
A. We carry all of our stock on our shelves although as some items may be more popular then others, we may sell out of an item. In the unfortuante event that we are out of an item our friendly staff will contact you and see if we are able to substitue a similar item or refund you for the item.

Q. What do I do if I received an incorrect product?
A. We have very strict order checking procedures although from time to time an error may slip through. If this happens, contact our friendly staff and we will work out a solution to fix the problem.

Q. Having Trouble signing into and no error message is showing?
A. Please email or phone us if you are having this problem. Also, try a different browser which should work straight away.

Customer Feedback Information

Q. I can't find a product that I want to order. What can I do?
A. We are continually growing our range of Gluten Free Goods - If there is a particular product that you would like us to add please let us know by contacting our freindly staff

Q. I received exceptional service or quality, how can I let you know?
A. We hope to hear this more and more often. If you could call us or email us we will take down the details and share your happy story with other customers.

Q. I have had a bad experience with Gluten Free Grocer, who can I speak to about it?
A. We endeavour to always make our customers happy but in the event that you have had a bad experience. Please call our customer service team and ask to speak to the owner. We will attempt to resolve the issue as quickly as possible.

Celiac disease

Q. What is Celiac disease?
A. Celiac disease is a genetic disorder that affects the small intestine and impairs its function of food absorption due to the presence of a protein called gluten. Gluten is a mixture of two proteins - gliadin and glutenin. It is found in cereal grains like wheat, barley, emmer, spelt, triticale and rye. While having gluten content food, gluten mixes with water, becomes sticky and it causes irritation to the intestine. This irritation results in the release of antibodies that harm the delicate lining of the small intestine and affect its ability to digest and absorb nutrients from food. This disease is also known as celiac sprue or gluten-sensitive enteropathy.  This disease affects people irrespective of age and it is considered as a lifelong condition. If this disorder is left untreated, it may result in malnutrition, small intestine cancer, anemia with deficiencies of vitamins and minerals.

Q. What is the treatment for Celiac disease?
A. The effective treatment for celiac disease is a lifelong gluten free diet. Since the tolerance of gluten varies in people, the treatment also differs. Some can consume minute amounts of gluten without any problem, but for others this will result in massive disorders. So it is very essential to consult a physician for expert advice before fixing your diet. Those who are very sensitive to traces of gluten should be very careful with the common foods available in the market.  In rare cases, the intestinal problems persist even after a strict gluten free diet is maintained. This condition is called Refractory celiac disease and people with this condition may have serious intestinal damages that cannot be healed. In such conditions intestine won’t be in a position to absorb enough nutrients. So they may be given nutrients directly into the bloodstream through their veins in order to maintain a proper balance.

Q. What is a gluten free diet?
A. Gluten free diet prevents the intake of the natural protein named gluten from your diet. Gluten’s elastic nature, which gives a sticky or chewy consistency to the dough, causes irritation to the small intestine. So it is ideal to remove gluten content from the diet of those allergic to gluten. A gluten free diet is the only treatment medically accepted for those suffering from celiac disease.

Q. Are gluten intolerance and celiac disease the same?
A. Not necessarily. Gluten intolerance is a broad term which includes celiac disease

Q. Difference between a gluten free diet and wheat free diet?
A. Gluten is a protein found in wheat, barley, emmer, spelt, triticale and rye. For an infected person, It’s better to avoid these cereals to improve the health condition. But those who want a wheat free diet need to exclude only wheat from their diet and not any other cereals. For Celiac patients, it is possible to remove certain amount of gluten from wheat according to the standards set by the industry. Any foods that meet these requirements are labeled as products of wheat starch. Those labeled as Gluten free will be both gluten free and wheat free and are manufactured with ingredients of other cereals like rice, maize, potato etc.

Information in this site is not diet advice. The information in this site is not medical advice.
We can not assume any liability for any inaccuracies in this site. There are bound to be inaccuracies: product ingredients change all the time, the information may be out of date, the food manufacturer may believe the product is gluten free when it is not. For this, and may other reasons, you should use any gluten-free food list with caution.