FAQ

What happens if a product I have ordered is not in stock?

We will give you a choice whether or not you want to wait until the outstanding product arrives then send your complete order all at once or, send the products that we have in stock followed by the outstanding product when it comes into stock. If you choose to have products shipped immediately, when the outstanding product arrives we will send it to you for no extra charge.

Do I get charged a second delivery fee if something is not in stock?

No there is a one-off flat rate delivery fee. If something is out of stock we will send it to you for no extra charge.

What if my order is large and does not fit in one box, do I pay more on delivery?

No there is a one-off delivery fee and it does not matter whether there are one or more cartons or how big or small the order is.

How does the frequent shopper discount work?

On every 6th order a 10% discount will automatically be deducted from your order. You do not have to do anything, there will be 10% deducted automatically from your total amount prior to postage, on your invoice.

How do I know that a product I have previously purchased hasn’t changed its labeling?

The product you have ordered may have changed its label but every time a product comes into our warehouse we meticulously check the label and make sure it has not changed. If it has changed we immediately update our website. If you shop and use the allergy filter and you select a product that does not match your allergy requirements you will get a warning telling you that your order may have products that do not match your allergy compliances. This warning is usually in red writing and is very noticeable. The product that does not suit your dietary requirements will be highlighted.

What happens if the product has a short shelf life?

Some of our products have short shelf lives. If you are not happy with the expiry date you can return the product to us and receive a refund.

What happens if products are damaged when they arrive?

If you are not happy with the condition of the goods when they arrive you can return the products to us and receive a refund.

How does the promotional code work and can I use my promotional code more than once?

You enter the code given to you in the checkout screen. The amount of discount will be automatically calculated and subtracted from your order. Be careful to type the code in correctly as it is case sensitive. You can use the code as many times as you like within the time frame of the offer.

How long will it take before I receive my order?

We normally ship via Australia Post 1-2 days after receiving the order. Australia Post usually takes about 1-3 days (depending on where you live)…so you would expect to receive an order within 5 working days after ordering.

What is in the Newsletter and how often is it sent?

The Newsletter is sent out once every 2 months (so six a year). We essentially have the same format each time including:

• a highlight of new allergy free or gluten free products that are on our website
• a gluten free, nut free, egg free recipe
• an easy to read summary of some of the latest scientific research pertaining to coeliacs or food allergy sufferers
• usually some form of colouring-in page for the kids

If I sign up for the Newsletter do you distribute my email address to any other company?

No, all email addresses stay with AllergEase, we will not give them to any other company under any circumstance. You can also remove yourself from the recipient list at any time, just let us know via email.

How can I learn more about food allergies?

We issue a Newsletter every two months that highlights research, showcases new products and gives great recipes. We also have some useful links to some great information sites where you can learn more. Also, you can always ask us for more information at info@allergease.com.au we are always pleased to help.