FAQ

Online Shop and Shipping

  • What are your delivery charges?
  • All Online shop orders recieve flat rate shipping nation wide that are priced based on average transit time. These are as follows.

    Metro Melbourne: $8.95

    Regional Victoria: $11.95

    NSW and all 1-2day Transit: $11.95

    Queensland and all 2-3day Transit: $15.95

    Fixed Price Premium(Air Freight restricted to 3kg orders): $16.50

  • How can I pay for my order?
  • For online retail customers we currently can take the following payments online. Visa, MasterCard, and American Express and Paypal.

    EFT can be arranged by contacting us directly.

  • How long will it take to get my order?
  • Orders are processed Monday through Wednesday. Orders in before 9am can be processed same day. We prioritise based on transit time over order placement. Orders that have a risk of being held over the weekend will be despatched the following week.

    we do not ship on a Friday and will only ship locally on Thursday. Below is a rough guide to shipping times + order processing. Please note we can not guarantee shipping times.

    Metro Melbourne: half – 2 days

    Regional Victoria: 1 - 2 days

    NSW: 1 - 2 days.

    SA: 1 - 2 days.

    TAS: 3 days - 4 days.

    QLD: 2 days - 4 days.

    WA: Only available via Air freight, 1-3 days.

    NT: Unavaialble, we will not ship to NT.

  • What if something is out of stock?
  • Occasionally, we have discrepancies in inventory levels, resulting in items not being available to ship. If one or two items are missing from the order, they are refunded and we ship the remaining items. If the item value is high or multiple items are unavailable, we will contact you to discuss how you want to proceed. We do not do split deliveries.
  • Can my order be tracked once dispatched?
  • You will receive an email from Fastway or Startrack with your tracking number when we create the tracking sticker upon dispatch
  • Do I have to sign for my delivery?
  • No. We put ‘Authority to Leave’ on all consignments, so you need to either be available to sign for deliveries during business hours, or have a safe place for couriers to leave your parcel. Wholesale customers are required to sign for deliveries.
  • Can I specify a delivery time?
  • No. The couriers we use do not adhere to delivery time slots. Deliveries are made business hours only
  • Can I collect my order?
  • Yes, our warehouse is located in Campbellfield, VIC. We need 1-2 business days’ notice for pick up orders. For pick up instructions, call our office on 9357 8069. Pick Ups are available Monday to Thursday, and Fridays upon application. Local Pickup is a freight option at checkout.
  • Do you ship outside of Australia?
  • No.
  • What is your refunds & returns policy?
  • If the goods are being returned due to damage, Contact our office on 03 9357 8069 to discuss. Please take pictures of any defective or spoiled foods and email to us for our records at support@veganperfection.com.au

    WHAT can be returned?
    All our products can be returned for a full refund if the goods are returned in as sold condition.

    WHEN do items need to be returned by?
    Within 2 weeks of purchase.

    WHERE do items need to be returned to?
    The goods need to be returned to our warehouse at 19-21 Colbert Road Campbellfield VIC 3061

    HOW do customers return items?
    In the packaging / box the product was delivered to the customer in.

    SHIPPING for returns?
    If the item is being returned due to an error on our part, Vegan Perfection will cover transport costs.  If the customer wishes to return a product on their own accord the customer will cover the costs themselves.

    CREDIT for returns?
    All credits are paid onto the original transaction.

    In store return option?
    All returns can be handled in person at 19-21 Colbert Road Campbellfield.  Please call ahead to notify us of your arrival.

    Packing materials?
    All items must not be opened or consumed in any way.

  • How do you ship your products?
  • Both couriers we use are ambient, so chilled goods are sent in polystyrene boxes with ice sheets. We take great care in the warehouse when packing orders to ensure goods are protected from heat and damage in transit.
  • Frozen and chilled restrictions?
  • Currently frozen only items are not available to retail customers.
  • Is my information secure?
  • We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software and email filters act to protect all our electronic information. We do not store credit card information, we securely submit credit card information to our bank for processing.
  • Is your business Australian?
  • We are an Australian registered and operated business.
  • What is your web privacy statement?
  • This privacy policy sets out how we uses and protects any information that you give us when you use this website.
    We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
    We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

    What we collect
    We may collect the following information:
    name and job title
    contact information including email address
    demographic information such as postcode, preferences and interests
    other information relevant to customer surveys and/or offers

    What we do with the information we gather
    We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
    Internal record keeping.
    We may use the information to improve our products and services.
    We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
    From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

    Security
    We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

    How we use cookies
    A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
    We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
    Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
    You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

    Links to other websites
    Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

    Controlling your personal information
    You may choose to restrict the collection or use of your personal information in the following ways:
    whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
    if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.
    We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
    If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

Questions about our products

  • Are all the products you sell vegan?
  • Insane amounts of sodium don't touch with butter hands
  • Are all your products dairy-free?
  • Insane amounts of sodium don't touch with butter hands
  • Are your products free from animal testing?
  • Insane amounts of sodium don't touch with butter hands
  • Do any of your products contain palm oil?
  • Insane amounts of sodium don't touch with butter hands
  • Why don't you stock the full range of each brand?
  • Insane amounts of sodium don't touch with butter hands
  • How can I find allergen information on your products?
  • Insane amounts of sodium don't touch with butter hands

Rewards Program and Discounts

  • What is the Vegan Rewards Program and how does it work?
  • Insane amounts of sodium don't touch with butter hands
  • How do I apply Discount codes? and Vouchers?
  • Insane amounts of sodium don't touch with butter hands

Wholesale and Distribution

  • Is there a minimum order?
  • We have no minimum purchase order amount. Please note that if you are under the free freight breakpoints you will be charged a shipping fee.
  • How do I register for a wholesale account?
  • To register a wholesale account, click the wholesale registration button up the top of the web page. Do not use the same email / login as a retail account. The wholesale registration creates a separate new account. If you already have a retail account and wish to migrate your status to wholesale, contact us on 03 9357 8069 or support@veganperfection.com.au

    Please fill out the registration form in its entirety. If you do not provide an ABN: / business details your application could potentially be rejected.
  • Can I get Free Shipping?
  • As of 02.07.2018 Vegan Perfection offers a Freight Free option for all wholesale customers. In order to receive free freight, the below minimum purchase orders must be met.

    Retail store orders:
    Free delivery into store for orders over $500 + GST
    $25 + GST delivery charge for orders under $500 + GST
    Foodservice customers:
    Free delivery into store for orders over $300 + GST
    $20 + GST delivery charge for orders under $500 + GST

    The reason for the MOQ difference between retail format orders and foodservice format orders is the extent of the respective product ranges. We now have over 400 items available in our retail format wholesale catalogue, whilst we have less than 40 items available in our foodservice catalogue.