Guidelines

Order Processing and Delivery Times

When ordering, please allow 72 hours (3 business days) for your order to be processed and delivered:

During busy periods (approaching long weekends, festive occasions, etc.), and for large complicated orders, please allow five days turn‐around.

During relatively quiet periods, your order may be prepared on the same day, to be dispatched the following day (although you should not expect that this to be the case).

Pick up

Pick up is available from the warehouse at 5 Kevin Avenue Ferntree Gully.  The warehouse is open Monday to Friday excluding public holidays 8.00 to 3.00pm.  Please ensure you have been notified/confirm that your order is ready for collection. 

When coming to collect your order ‐ please be mindful  there are HEAVY VEHICLES operating in the vicinity.

Children under 18 years old are not permitted to be on site due to safety and legal reasons.

Park your vehicle on the street until you are instructed on where you should move it to pickup your order.

Sturdy footwear must be worn on site at all times.

When you are collecting your order, please check inside all boxes before you depart to ensure that everything has been packed. If anything is missing, we will provide it to you on the spot.

Delivery

For orders to be delivered by courier to an address as nominated by the customer please ensure address is correct and that there is someone to receive your order (unless permission to leave) as returns to base will incur further delivery charges.

For delivery options please see Shipping Methods at checkout.

For deliveries outside Metropolitan area we can quote a price upon request. 

Please be aware that additions to your order may further delay dispatch of your order.

When you receive your order, please check inside all boxes immediately to ensure that everything has been sent. If anything is missing, make sure you contact us within seven days or we may not replace missing items.  We will not be responsible for damages/losses caused by couriers that customers have arranged themselves.

Payments

For faster and easier payments, please use the Stripe payment system by clicking on the Stripe link located on the invoice sent by email. This requires a valid credit card. No extra charges are applied for this service. 

Other option for payments is a bank transfer to:

TERRA MADRE
BSB: 083 166
ACC: 738 602 331

Please use invoice number as reference and send through remittance to wholesale@terramadre.com.au

Please note that if we don't receive a remittance, we might not notice your payment, which will delay dispatch.

For those products/items which are subject to GST this is inclusive ie included in the price.

Food Storage

Organic food has strict regulations regarding fumigation. As organic products are not fumigated, they may become infested with meal moths (AKA pantry moth). We recommend that any organic products that you purchase from Terra Madre you must store in a cool dry place, or preferably in a refrigerator. Refrigeration will prevent meal moth infestation. For some products such as dried fruits, refrigeration will prevent fermentation and spoilage.

Return Policy

All claims to be made within 7 days from receipt of goods.

The transportation costs of any items returned due to change of mind will be the responsibility of the customer.

Allergy Notice

Because of the environment in which our products are packed or stored they may contain traces of egg, dairy, wheat, soy, peanuts, sesame seeds, lupins and tree nuts.  While we do our best to avoid cross contamination, we cannot guarantee this.