NEED HELP?
Frequently Answered Questions
Want to find our more about the deliveries, cost or our packaging?
Answers to these common questions can be found below.
How long does it take for my order to arrive?
Our priority is to deliver fresh and best quality products. If you order dry food it could be delivered in 3-7 business days. If your order contains chilled products, like cheese or meat, you would expect a few more days. If you need to receive your products on a specific day, get in touch with our friendly customer service, we’ll do our best to accommodate your request.
Please note that in peak volume periods (e.g Christmas) or if lock down is in place in major Australian cities, it may affect delivery times. Whilst we will do our best to ensure delivery is made in a timely manner, there may be situations beyond our control. We will not provide compensation for any late/missed/damaged deliveries that are at fault of the couriers.
Here following what we recorded after a year of The Deli Cart:
- Sydney Metro: 83% orders placed before Tuesday are delivered on the next Friday/Saturday.
- NSW (excluding Sydney Metro): 72% of orders placed before Tuesday are delivered the next Tuesday or Wednesday.
- Australia Wide: 84% of orders placed before Tuesday are delivered the next Wednesday or Thursday.
For more information about deliveries see SECTION 3 of our Terms & Conditions Policy.
How much does the delivery cost?
From $0.00 to $24.90:
- Free deliveries for orders over $70 in NSW and over $120 Australia-wide.
- $14.90 for orders under $70 in Sydney Metro
- $14.90 ( + $10 if the pack contains chilled products) for orders under $70 in NSW (Sydney Metro excluded) and for orders under $120 Australia wide
For more information about deliveries see SECTION 3 of our Terms & Conditions Policy.
Can I pick up my order?
I am a restaurant or a retail shop, do you do wholesale?
Yes! Dealing with around 30 producers and wholesalers in Australia and Italy we can definitely help you to source the best products for your business. Contact our customer service to enquire about products and prices.
What if my package is damaged?
Please check the condition of outside boxes before accepting from the courier. If the box is visibly damaged take a picture and contact our customer team. We don’t take responsibility for courier damage however we do our best to make the courier company accountable to assure you a refund.
Do I get a tracking number? What if I am not home when the delivery is coming?
We don’t provide the tracking number all the time as we use different couriers in accordance with the location or estimate delivery time.
Keep in mind the chilled items are packed with ice packs and we assure that the cold chain will be maintained for 72 hours.
We ask the couriers to leave the pack at your front door, this will avoid the parcel going back to the deposit.
Please make sure to provide clear and complete information regarding the delivery address (e.g. if you want the parcel delivered at the office be clear on level,office name and where to leave the parcel).
If the courier is unable to leave the package, the box will be sent back to us and a re-delivery can occur for an additional fee.
What if I provided the wrong address?
If you provide us with an incorrect address please contact our customer team as soon as possible, if your parcel didn’t leave the warehouse we will amend the address and delivery to you, however if the parcel already left our warehouse we will do our best to contact the courier but we can’t accept any responsibility for the mistake.
Do you deliver to police stations, airports or government bases?
What is your Refund and Cancellation Policy?
Once you have checked out then the order is locked in. If you need to cancel your order then 24 hours notice is required. There are no refunds, however if you give 24 hours notice then you will be sent a credit towards your next purchase. To know more about refund and cancellation see the Return Policy and Terms & Condistion pages.
Parlate italiano? Do you speak Italian?
Si! Il nostro customer team e’ bilingue e parliamo inglese e italiano. Se hai bisogno di aiuto nel completare il tuo ordine o per avere informazioni contatta in nostro customer team qui e faremo il possibile per aiutarti!
Yes! Our customer team is bilingual and we speak English and Italian. If you need help to complete your order or you need some info contact our customer team here and we will do our best to help you out!
Do your products contain allergens?
As we do not produce the products ourselves, and stock a vast amount of different products we cannot guarantee that a product will not come in contact with allergens.
How perishable and chilled goods will be packed?
We pack perishable and chilled products with food grade insolations material that will assure to maintain the cold chain until delivered. We do our best to use as much sustainable packaging as possible. All chilled or frozen products, if not consumed straight away, must be kept in the fridge or freezer. On the product page we provide the information with icons to indicate chilled or frozen products.
Where do I find storage and expire date information about the products?
Where can I find the ingredients and nutritional information of the products?
How fresh sliced cured meat and cheeses are packed?
Cured meat and cheeses are cut freshly accordly to the product features (e.g. prosciutto is sliced really thin, salami thicker) and vacuum sealed. Vacuum sealed products maintain their quality for many months, however we suggest consuming them within 30 days from shipment confirmation.
Is the weight of portioned cured meat and cheese going to be precise?
How do I know the expiry date of deli products like portioned cured meat or cheeses?
What do you do with expired stock?
The stock that expires with an “Use By Date” is thrown away. The stock expired with a “Best Before Date” is donated to NSW charity organisations. Usually to the Salvation Army. If you have any suggestions please feel free to contact our customer team and tell us about it.
What is the difference between Best before or Use By Date?
As reported on the Australia and New Zealand Food Standards guidelines: “Foods that must be eaten before a certain time for health or safety reasons should be marked with a use by date. Foods should not be eaten after the use by date and can’t legally be sold after this date because they may pose a health or safety risk.
Most foods have a best before date. You can still eat foods for a while after the best before date as they should be safe but they may have lost some quality. Foods that have a best before date can legally be sold after that date provided the food is fit for human consumption.”
