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Welcome to our FAQ page!

 

We hope you will find answers to all of your questions about ordering, freight, delivery, our products, ingredients and allergens.


What are delivery costs?

Delivery costs vary depending on the size and weight of the order and location of delivery. Some customers are eligible for free freight,  When you order online you can review your freight quote when checking out before processing payment and have the option of choosing the most economical or fastest freight option. If your order is placed via email or fax, we will send you a freight estimate with your order confirmation.

 

Freight charges are passed on to our customers at the same price given to us by the freight company, instead of loading up prices to cover freight costs we choose a pricing structure that separates freight charges from the prices of the actual food products as we feel it is a more transparent way of operating. You can always pick up your order from our warehouse if you prefer to avoid freight costs, and you get to say hello at the same time!

 

Can I get free delivery?

Retail Customers
Orders that are more than Rs 599 will be delivered free of charge within the selected areas in Chennai customers only.

What if I'm not home when my order is delivered?

When you place your order, you can tick on the authority to leave box and add delivery instructions advising drivers to leave your parcel in a safe place if you are not at home. However, please be aware that we will then not have any proof of delivery from the driver (in the form of your signature) and so cannot offer any guarantees on the security of delivery.


How can I track my order?

Once your order has been dispatched, you will receive an online tracking number to monitor the delivery status of your order.

 

CUSTOMER SERVICE


My order has arrived and something is not right. What do I do?

Lodge a case using our Return/Damaged Goods Form with the H2G customer service team within 48 hours of receiving. Once the case has been lodged and received, one of our helpful customer service team members will contact you ASAP. Please provide us with as much information as possible, including batch numbers, order number, date goods were received and photos if appropriate.

I've registered as a wholesale customer, now how do I order?

The fastest way to order is to place your order online. Once you have completed our wholesale registration form and have been approved, you will be sent an email with your login details. You are then ready to browse around the shop or use the search to add to your cart, the prices you will see are wholesale prices. Freight will be calculated once you proceed to checkout.  You can also place your order in writing (fax or email) through our customer service team.

How can I track my order?

Once your order has been dispatched from our warehouse you will be sent an email with your consignment number. Just take this number to the carrier’s website to see the progress of your delivery.

 

 

ORGANIC QUESTIONS
what is organic?

Organic produce is grown and processed without the use of synthetic chemicals, artificial fertilizers, food irradiation or genetically modified ingredients (GMOs). It is an innovative method of farming and production focusing on the health of the soil and utilizes the best of both traditional agriculture and modern techniques to produce nutritious produce with minimal intervention. 
In organic farming the whole system is linked including soil, plants, food, people and the environment.

What does organic in conversion mean?

Produce that comes from an organic farm that is in the process of its three year conversion period to organics. After 12 months of using organic farming methods, the produce can be labeled organic in conversion. This means the farm has been audited at least once and is abiding by all necessary requirements.

 

What is conventional produce?

Conventional produce is grown and handled with regular commercial methods which may include the use of synthetic chemicals, artificial fertilizers, food irradiation and genetically modified ingredients (GMOs). When we choose to stock a conventional product we do so after much consideration and it must meet our strict product selection criteria.


Are herbicides used on the insecticide free almonds?

Herbicides are not sprayed directly on the produce. However they are used on the orchard floor.

 

GENERAL QUESTIONS

Why do your gluten free products say 'may contain traces of gluten'?

We can guarantee that any of our products which are labeled as gluten free, are naturally gluten free.
All of our packaging contains a warning that all of our products may contain traces of gluten. As our gluten free products are stored and packaged in the same warehouse as products containing gluten, there is always a very slight chance that contamination may occur. Although the chance of this is unlikely and caution is taken at all times, we would rather ensure that our customers are fully aware of this so they can make the decision as to whether or not the product is safe for them or not.

 

What naturally gluten free products do you have available?

Flours: Buckwheat flour, brown rice flour, millet flour, quinoa flour 
Rice: All our rice products are naturally gluten free 
Grains: Amaranth, buckwheat, quinoa, millet 
Beans: All our beans and pulses are naturally gluten free 
Cereals: Puffed amaranth, puffed buckwheat, puffed brown rice, puffed millet, rolled quinoa 
Snacks: Organic rice cakes 
Seeds/Nuts/Dried Fruit: All our seeds, nuts and dried fruits are naturally gluten free

 

How should I store my goodies?

To ensure that you experience the quality and freshness of our products at their peak it is best that you do not wait too long before trying what you have bought or turning it into a favorite dish. To ensure maximum freshness we recommend the following storage conditions.

Nuts and seeds
Raw, unshelled nuts will keep from six months to a year in a cool, dry place. Shelled nuts and seeds will keep for three or four months in airtight containers at room temperature. They may also be kept in the freezer for up to a year if sufficiently wrapped. Be aware that because of their high fat content, nuts can become rancid quite quickly if exposed to heat, light or humidity during storage. If you find that your nuts or seeds have lost their freshness they can be by lightly toasted in the oven. Roasted nuts and seeds are at their prime straight after the roasting process. We roast our nuts in small and frequent batches to maintain optimal freshness. Roasted nuts can be stored for three or four months in airtight containers at room temperature. 

Dried Fruit

Dried Fruit can be kept for three to six months in a cool dry place. As the dried fruit matures some of the moisture is lost and you will find the fruit dries further. Some fruits, especially dates and figs, may appear to have a white coating on the outside as the fruit dries. This is the natural sugar of the fruit coming to the surface, it happens with age. Dried fruit can be stored in the refrigerator to prolong the shelf life of the product. If you find some dried fruit you had forgotten about and it had really dried out why not consider re-hydrating it?

Beans
Dried beans can be stored indefinitely but are best used within one year; lentils are best used within six months. Keep dried beans and lentils in an airtight container in a dry, cool, and dark place (pantry or cupboard). Do not store in the refrigerator. Cooked beans can be refrigerated for up to 5 days in a covered container and frozen for up to 6 months in an airtight freezer. Container. 

Grains
the most important thing to look for when determining shelf life in grains is undamaged kernels. The outer bran layer protects the kernels flavor and nutrients from destruction by light and air. Whole grains should be stored in airtight containers in a cool, dry, dark place (pantry or cupboard). Grains will keep under these conditions for up to 6 months.

How is the fruit dried?

Most fruit is dried without the use of power due to cost. This means the fruit will be dried in something like a solar tunnel or on racks in a greenhouse (like our sultanas and apricots). Some fruits are dried using an electric dehydrator.

What is the white coating on the outside of dried fruit?

As fruit is dried the sugar from inside the fruit comes to the surface and you may notice a white coating on the outside of dried fruits (especially dried figs and dates). While this is sometimes mistaken for mould or added sugar, it is in fact just the natural sugars coming to the surface, which increases as the fruit ages.


What products are nut free?

Our grain products, rice, legumes and dried fruits are nut free. Although these products are 'nut free' we pack a wide range of natural food products on shared equipment including nuts, seeds, grains and cereals. This includes sesame, soy and gluten. Any of our products may contain traces of these.


I think I have found pantry moths in my pantry!

The majority of the ingredients in our range are insecticide and pesticide free, meaning they have not been fumigated during any part of their processing or storage. Naturally, by choosing to eat organic food, you are going to have the chance of encountering some of nature's critters. We recommend freezing any organic food which you think may be at risk of bugs. For more information on how to control bugs in your pantry, click here!

 

FRANCHISE QUESTIONS

Open any of these retail franchise opportunities today and be on your way to becoming your own boss. Click on the links below for more information on start-up costs, growth trends, and training for starting your own franchise retail store. You can also browse our extensive list of businesses for sale for more small business ideas and opportunities.

How do I become a Franchise?

Complete the Partner Application Form with as much details as possible. Allow us 7 days to review your application and get back to you.

 

Who do we franchise with?

We franchise only with like-minded people and businesses who we feel genuinely share common values, love the food we sell and most often eat a lot of it too!

 

How much commission do I earn?

You earn a commission of 2.5% of the value of the retail sale made by your franchise partner link.

 

When are commissions paid?

Commissions are paid monthly but only when your balance is more than $50 on this date each week.


Are there any costs?

There are no set-up costs or monthly charges!

 

How do you track referrals?

When a visitor follows your partner ID link to our site, our partner program automatically connects this visitor to you. If a sale is made via this link, your partner account is automatically credited with the commission. This is an automated process any sale that comes via this referral will be properly tracked.


Can I track my commission?

Yes you can! We will provide more information to you after your application is approved.


What happens if an item is returned?

Well, this rarely happens, but if it does your commission is adjusted accordingly if the customer is issued a refund.