Shipping policy

Shipping Policy

Dispatch schedule & fulfillment

To ensure shorter travel times and a tighter delivery window for our live fermented products, we dispatch orders on a weekly schedule.

  • Interstate orders are packed and dispatched on Mondays

  • NSW orders (local, metro, and regional) are dispatched on Tuesdays

Orders placed after the weekly cut-off will roll into the following dispatch day.

You will receive a shipping confirmation email once your order has been dispatched. Tracking details are provided where applicable.
We understand sometimes there is an urgent need for a delivery, please either email us or add a note to your order so we can assist in fulfilling your needs.

Live ferments & temperature during transit

Our products are traditionally fermented, shelf-stable during short transit periods, and shipped under ambient conditions.
To maintain quality and vitality, please refrigerate your products immediately upon delivery.


Dispatch location

All orders are dispatched from our production space at:

219/24 Bluebell Street
Belmont, NSW 2280
Australia

We no longer offer in-store or local pickup.


Shipping rates & delivery zones

Shipping costs are calculated at checkout based on location and weight, unless otherwise stated below.

Local Newcastle delivery

  • $6.50 flat rate

  • Delivered locally by us

  • Tracking is not available for local deliveries

Central Coast, Wollongong & Sydney

  • $12.50 flat rate

  • Delivered via Go Logistics Couriers

Rest of NSW

  • Australia Post Express is our preferred carrier for orders under 5kg ($25)

  • Larger or heavier orders (over 5kg) are sent via Aramex Couriers, charged by weight

Interstate orders

  • Dispatched Mondays only

  • Australia Post Express is our preferred carrier for orders under 5kg ($25)

  • Larger or heavier orders (over 5kg) are sent via Aramex Couriers, charged by weight

Carrier selection is determined by order size, weight, and destination to ensure safe and timely delivery.


Order tracking

Once your order has shipped, you will receive an email notification with tracking details (where applicable).
Please allow up to 24 hours for tracking information to become active on the courier’s website.

If you have not received your order within 3 days of your shipping confirmation email, please contact us at sales@wholefoodfamily.com.auwith your name and order number and we will investigate.


Shipping to P.O. Boxes

We do ship to P.O. Boxes using Australia Post Express.

  • Flat rate: $25

  • Available for orders under 5kg only

If you are unsure whether your order is suitable for P.O. Box delivery, please contact
sales@wholefoodfamily.com.au prior to placing your order.


Refunds, returns & damaged goods

If your order arrives damaged, please contact us as soon as possible at
sales@wholefoodfamily.com.au with your order number and clear photos of the item’s condition.

All claims are assessed on a case-by-case basis, and we will always aim to reach a fair and satisfactory outcome.

For full details, please refer to our Returns Policy page.