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FREQUENTLY ASKED QUESTIONS |
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STORE POLICY: We do not hold any items. We are happy to take an order when the goods are in stock and hold it for you with a credit card if you wish to pick it up at a later date. We only accept credit cards for mail orders. There is a $20 minimum for mail orders. In store we accept Visa, Mastercard, Epftos and of course cash. Sorry no Diners or American Express or personal checks. All prices are in Australian dollars. We do not charge for any items not in stock and we charge only when the goods are actually shipped. we have install the notify me system, so if an item is out of stock, please click notify me and follow the prompts for an email when the item is made active.
EWAY: if declined by eway we will try one more time. if declined again the order will be cancelled.
POSTAGE & HANDLING: Please see the postage page. When you do an order the website will now give you an estimate of postage.
This is for regular mail and Express pos. It will not calculate postage to New zealand. Please check out www.auspost.com.au for these prices.
ORDERING: Express post orders are given priority as they incur additional fees. We also ship gifts out rght away when they are to another person at another address and "gift is indicated". We will upon request (via email) "bump up" an order from regular mail to express post as additional fees do occur. We do orders in order of receipt otherwise.
PHONE ORDERS: We can no longer take phone orders. We have intergrated our system with eparcel and we have now been approved for eway which will verify the credit cards. We will be also intergrating inventory with website which will help us with stock levels. The orders now need to be done on the web so our records remain up to date. We apologize that this service is no longer available.
THIRD PARTY ORDERS: Please note we no longer take 3rd parry orders. This is due to not having the card holders permission. We will cancel it and send you an email to advise.
PRODUCT AVAILABILITY: We sell out of items on a daily basis. We do try to update the web every night with items that have sold out, but sometimes this cannot be done. We do have instructions on the ordering sheet so please look at them and decide whats best for you. You can also put your notes in special instructions. Postage instructions should be used only for that. You can also click the NOTIFY ME link for an email when the stock becomes available again. EXPIRED STOCK: please choose carefully on any stock that is noted with the best by date that is passed. Once sold it is not returnable for exchange or refund and is sold as is.
BACKORDERS: We no longer do backorders. If an item is not available click notify me for an email when it is back in stock. If an item ordered becomes unavailable and there are no instructions we will ship with out it.
SPECIAL ORDERS: We will no longer take any special orders. We simply do not have the room on the containers for one box of this or one box of that. We do like your suggestions and we do try to keep a range of stock in store, but simply cannot keep everyone's favorite item in stock.
GIFTS: If you are sending your parcel as a gift, please indicate this in special instructions. Please make sure that your name is in the billing and credit card sections and the person receiving the gift is in the sender's section. Please use your email as we will send you the tracking information. If you use their email it will go to them. If you want a card sent please indicate your message in special instructions.
NEW!!! STOVE TOP STUFFING MIXES: This product is no longer available. We can't bring in Stove Top Stuffing Mixes because they contain less then 2% chicken and chicken broth. Both are quarantine rulings. Any complaints can be directed to AQIS on 8313 6902. We are striving to find a stuffing mix for you. (same lettering is fine)
MEAT AND DAIRY: We are not allowed to import any meat, poultry or dairy (milk, egg or cheese) products into Australia. If an item has more than 10% dairy it requires a permit. Meat and products that contain meat can no longer be imported into Australia without proper documents. To obtain a permit is almost impossible if the manufacturers do not wish to work with you. Products like Butter Buds, Molly McButter, Corn Beef Hash, Velvetta, Cool Whip do not meet the standards. We have obtained the information required for some products. Please do not attempt to bring these products back into the country. If you declare them they will be confiscated. If you do not declare them and they are found you will face a hefty fine.
BIG RED GUM: We have started to import Big red but please note that it does contain BHT which may still promote asthma. Some of the wrigleys gum also contains BHT. If you have concerns please ask us and we can double check before you order.
FROZEN AND REFRIGERATED PRODUCTS: At present we have no plans to import these products. The shipping is different and very expensive.
SHORT -TERM SHELF LIFE PRODUCTS: we will bring over a few - twinkies - hostess - fritos - chips and popcorn, but the rest have too short a shelf life for us to consider.
SPECIAL ORDERS, HIGH RISK FOODS AND QUARANTINE ISSUES: We have to deal with quarantine and must abide by the rules and regulations of australia. We must assess each item to see if it meets the standards set forth by the government before we can decide we want to import it.
HEALTH AND BEAUTY: We will only carry a few of these items.
ALCOHOL, BEER, WINE AND CIGARETTES: We have no plans to import any of the above. If you need help finding these products try a bottle shop or a tobacco store. They have contacts through distribution and may be better able to help you.
OTHER FORMS OF PAYMENT: we used to take checks, money orders and direct deposits from our customers. Due to the fact that people did not pay within our terms or not at all and us having to keep calling or emailing to remind them to pay, we have decided to accept credit cards for payment on mail orders only.
RETURNS: if there is a problem with your order, please contact us within 48 hours to discuss. Sorry no refunds, exchanges or credits unless presented with a receipt within 7 days from purchase There is no exchange, refund or credit for a product simply because you do not like it.
PLEASE FEEL FREE TO info@usafoods.com.au WITH YOUR COMMENTS OF ANY QUESTIONS THAT HAVE NOT BEEN COVERED HERE.
USAFoods is owned and operated by PTB CONSULTING PTY LTD
THANK YOU TO ALL OUR CUSTOMERS FOR YOUR SUPPORT!
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