FREQUENTLY ASKED QUESTIONS

USA FOODS » HELP » FREQUENTLY ASKED QUESTIONS

Where are you located?

Our retail store is located at 110 Cochranes Rd Moorabbin, Victoria, 3189. The warehouse is at 146 Cochranes Rd.

Can I do a phone order?
No, Sorry, Internet orders only.

Do you hold items for customers?
No, Sorry, We do not hold any items.

Do you do special orders?
No, Sorry, We don’t do special orders. If you would like to make a request please email, mention us on twitter (@USAFoods) or post on our Facebook page (facebook.com/USAFoods).

What is the minimum amount I need to spend for an internet order?
$20

How can I Pay online?
You will be prompted to make an account with us, and at the end of your order you will be prompted to insert credit card details. Your credit card details are 100% safe, for more information on the process please contact eWAY or visit http://www.eway.com.au/about-eway-payment-service-provider/eway-explained/how-eway-works.aspx

Do you have Paypal?
Not at this point in time.

How and When do my goods arrive, and how is shipping cost calculated?
Your order is packed and processed by our team and checked thoroughly to avoid that no mistakes are made. We ship your order through Australia Post, (for information on Delivery time, and Rates please see http://www.usafoods.com.au/postage.php). We calculate Postage by weight and dimensions of your box, to get you the best rate possible, instead of a flat fee. Please note the postage is an estimate and actual costs may vary slightly. We also charge a $2.50 Handling fee. Australia Post does not deliver above ground floor. Some cans and products may incur slight damage during transit, but our team tries our best to pack your box so the items will incur minimal damage as possible.

My Package hasn’t arrived and it’s been a while, What do I do?
First make sure that your order has be confirmed and sent from our warehouse. You will also have a tracking number that was emailed to you which can be entered in at www.auspost.com.au/track once the order has been sent. If you have any concerns about your order please don’t hesitate to contact us via Phone or eMail. USAFoods takes no responsibility from Australia Post’s Errors.

If I order online, can I pick it up?
Sorry items are available at the store and are first come, first served.

I need my order urgently! What can I do?
You can choose an ‘Express’ option when you order online. The order will be shipped within 1 business day express post, however rates are higher and there is also a $5.00 surcharge. For more information on express rates please contact Australia Post.

I want a refund – What do I do?
If there is a problem with your order, Please contact us within 48 Hours. You will need proof of purchase to be entitled to a refund. We will only exchange or refund or credit the item if it does not meet the advertised requirements or there was an unforeseeable problem with the product (ie. Mould). Please be careful when ordering items as some will be listed with a ‘No Refund’ Policy. Past Best by products are non-refundable,so please check the dates prior to ordering.

How do I know if an item is in-stock?
Please visit our website and search for the product that you are after. If a product is unavailable an ‘Out of Stock’ notice will appear below the item. Please note that in-store and online stock levels may vary. Contact the store by Phone before coming in to avoid disappointment! There is also a short delay between online orders and an update of stock availability, we are sorry if an order is placed but an item becomes out of stock, we are working hard to solve this issue!

I want to place an order as a gift. How can I do that?
There will be an option when completing your order that says ‘Gift’, please tick this box. Make sure that your name is in the billing section and the recipient’s address and name are in the appropriate sections. Please use your email address as we will send you the tracking information. Gift vouchers are also available. If you would like a message along with your gift please put it in the Special instructions when you complete you order.

I want to know the ingredients of a product but it isn’t listed, how come?
We are currently in the process of making sure that all nutritional and ingredients are listed on each appropriate product. If you are unsure of anything please don’t hesitate to contact USAFoods or visit the manufacturer’s website.

Do you do wholesale orders?
Yes, you must be approved first, please visit the wholesale section of our website: http://www.usafoods.com.au/store/wholesale.php

Why don’t you import Meat or Dairy?
We do not import these products due to Quarantine issues.

Do you import Velveeta Cheese?
No, due to Quarantine issues.

Do you sell PopTarts?
No, due to Quarantine issues, Please try Toast’ems instead. Please direct complaints to AQIS.

Do you import Frozen Products?
Not at this point in time.

Do you import Alcohol, or Tobacco?
We have no plans to import Tobacco. We do not import Alcohol at this point in time, but we do carry Non-Alcoholic drink mixes.

Do you have Red Cups Like I see in the movies?
Yes we do! They can be found here: 100 Pack Red Cups

Are you on any social media sites?
Yes! We have Twitter ([/url=www.twitter.com/usafoods]@USAFoods[/url]), Facebook (www.facebook.com/usafoods) and YouTube (www.youtube.com/usafoods). Comments, Feedback or any other general questions are welcomed!

What is Dublin Dr Pepper?
Dublin Dr Pepper is the original formula of Dr Pepper made in Dublin, Texas by the oldest Dr Pepper Bottling company in the USA. It uses Imperial Cane Sugar rather than High Fructose Corn Syrup as a sweetener.

Why do Twinkies have such a short use by date?
Twinkies are rated with a 12 Day Shelf Life. According to consumers they still taste okay past this date, if there are any concerns for the wellbeing of your Twinkie, you can try freezing them.

Do you have instructions on how to make American dishes with your products?
Most instructions come on the products packet or can be found on the manufacturer’s website. We do have a YouTube channel which we update with recipe ideas and other fun videos. (www.youtube.com/usafoods)

How eway works:

Eway is a payment gateway system that provides you and USA Foods added safety of insuring that your card is used by the authorized owner.

Eway pre-authorizes your purchase with us, so no more calls or emails about incorrect expiration dates, etc. this is all approved before we receive your order.

Your card is not charged until the order is processed and ready for shipment, your card will not be debited until the goods are shipped.

Your bank holds the preauthorized funds until we process your order. Once this is done the bank will then revert the funds back to you. This can take a few days depending on what bank you use
Please contact them to discuss this as we are not holding any funds.

If you cancel an order we will cancel eway. It will then be up to your bank to revert the preauthorized funds back into your account within their time frame

It has come to our attention that visa debit cards or banking with Bendigo or a lesser known bank can take a bit longer to update, so please note this when ordering with this card.