FAQ | Shopping 2 You

What if I live outside of the 20 km radius?

Unfortunately we cannot fetch and deliver outside of the 20 km radius.

Any travel outside of this radius will result in increased travelling time which will have a negative impact on the customer experience.

What if the shop I want you to go to is outside of the 20 km radius?

Unfortunately we cannot fetch and deliver outside of the 20 km radius.

Any travel outside of this radius will result in increased travelling time which will have a negative impact on the customer experience.

What are your operating hours, ie, when is the earliest and the latest you can deliver and on what days?

We can deliver between the hours of 7am and 8pm, 7 days a week (excluding public holidays).

For all deliveries before 12pm, however, we will have to purchase and collect the items for your order the day before delivery (as long as the day before is not a public holiday, in which case, it will have to be the day before that). We cannot guarantee overnight refrigerated storage and so for these orders we may not be able to purchase perishable items for you.

How do I place an order?

All you need to do is phone us or email us and provide us with your order details.

We will ask you a couple of clarifying and confirmation questions and then we will commence with determining the estimated cost of your order.

How long will it take for you to let me know the estimated cost of my order?

As long as the order is received between the hours of 7am and 3pm on any day except public holidays, in most cases, we will be able to confirm with you the total estimated cost of your order (including our processing fee and delivery fee) within 2 to 4 hours of receiving the order.

Depending on the whether you want us to buy something that is a little unusual or from a specific shop, then it may take longer to finalise the cost.

However, we will keep you informed of our progress.

Will the estimated cost be the same as the final cost that I need to pay?

No it will not.

We will estimate the cost of your order to best of our ability for you to confirm before we start the shopping for you.

We will only be able to confirm the final cost that you need to pay when we have completed all the shopping and we have the receipts to prove how much we actually spent,

However, if while doing the shopping we see that the total final order cost will exceed the estimated total cost originally provided to you by more than 10%, we will let you know as soon as we become aware of the situation. to confirm with you the increased cost or any amendments to your order.

Can I put in a standing order that can be filled automatically every week, or fortnight, or month, etc.?

Yes you can.

Can I amend my standing order if need be?

Yes you can.

What if you cannot get the exact product that I want you to buy for me?

We will let you know as soon as we become aware of the situation. In other words, this could occur before we agree the order cost with you or after order confirmation.

In either situation, you can chose to either cancel the particular order item, or we can agree on a suitable replacement.

We will always let you know when we cannot get the product you want and we will never just substitute it with something that we have not agreed with you beforehand.

What if I have food and other allergies or health problems that could potentially be triggered by items I want to order?

If you have any kind of allergy or health problems that may be triggered by any items that you are ordering, you must let us know when placing the order.

If you do have allergies or health problems that may be triggered by any items contained in your order, then you will have to let us know which brand of the item we must purchase and, if applicable, which store to get it from.

If you do not inform us of any allergies or health problems you may have (and we will specifically ask while getting the order details from you), it will be assumed that, unless otherwise directed, we can purchase any brand we wish to complete your order.

Why can you not collect and deliver live animals or humans?

We cannot risk the well being of anything that has a heartbeat. It would make us feel very bad if anything were to happen to it.

Also, our delivery vehicle is not equipped to carry anything that has a heartbeat (except of course for the driver/delivery person).

Why can you not fetch and deliver my medical script for me from the chemist/pharmacy?

There are legal restraints regarding the handling of medicines and related items that can only be obtained by way of a medical script/prescription.

Only the person for whom the medicine and related items are intended can fetch the items.

Why can you not fetch and deliver over the counter items for me from the chemist/pharmacy?

There are legal restraints regarding the handling of over the counter chemist/pharmacy items that can only be dispensed by a chemist/pharmacist.

Only the person for whom the over the counter and related items are intended can fetch the items.

Why will you limit the number of aisle items that I would like you to get from a chemist/pharmacy?

If an item available for sale in a chemist/pharmacy does not require a script/prescription or is not an over the counter item, then we are perfectly happy to purchase it for you and deliver it.

However, if we believe that the number of a single item are excessive then we reserve the right to limit the number of what we consider “medicinal type” items purchased, for example, we will not buy you 12 boxes of head ache tablets, or 10 bottles of rubbing alcohol, etc.

We will confirm with you the maximum quantities we can purchase and deliver before confirming the order with you.

Why will you limit the amount of alcohol I would like to order?

We believe in the responsible consumption of alcohol and therefore we reserve the right to limit your alcohol order if we believe the quantities you want are excessive, for example, we will not buy you 10 dozen beers or 12 bottles of whisky.

We will confirm with you the maximum quantities we can deliver before confirming the order with you.

We will not purchase alcohol for you if you are under the 25 years of age. We will require proof of your age when we deliver the alcohol regardless of your age.

Why do you have size and weight limits for the items that you can purchase, collect and deliver?

We operate a small utility vehicle which has a limited internal transport capacity.

We are not able to deliver items that have to be attached to the outside of the body of the delivery vehicle.

As a result, we can only purchase and deliver items that will fit within the body cavity of the delivery vehicle and within the limits of the vehicle’s delivery capacity.

What if you are delayed and cannot meet the agreed delivery date and time?

We will make every possible effort to stick to the agreed delivery date and time.

However, as things can sometimes be out of our control, for example, significant traffic delays, we will contact you explaining the situation and reschedule a suitable delivery date and time.

There will be no extra charge to you for this and should your order include any perishable items that we will need to replace due to the delays, you will not be charged for the replacements.

What happens if you cannot find my delivery address?

We rely on two sources of data for delivery purposes. The physical address provided by you and the GPS driving instructions.

It is therefore very important that when you provide us with your delivery address that, if there is something unique about the address that may make it difficult to find, that you let us know when confirming the order, for example, house number is on cross road, house number is not visible, apartment block entrance is behind the news agent, etc.

When you deliver where will you put the items that I have ordered?

We will come as close to your preferred delivery door as we legally can without breaking any road or property rules. We cannot drive "off road" and we have limited capacity to drive on non sealed roads.

As a default, we deliver to the front of the delivery door. You will need to be present to meet us.

Occasionally we will bring the goods to a location within your delivery address, ie inside your home or apartment, however, you will have to agree this with us when the order is confirmed.

There is no additional charge for this.

If we agree to bring the delivery to, for example, your kitchen, then we require that you are present throughout the delivery process.

Can I help you unload your delivery vehicle when you deliver?

No, unfortunately not.

That is why we can only collect and deliver items that can be carried by a single adult.

Can I pay by cash when you deliver?

You can, however, it is not our preferred method.

We would rather receive payment electronically.

Will you unpack the items for me and pack them away for me if requested?

If we agree to bring the items delivered into your delivery address, then, yes, we can also unpack the items and pack them away for you.

However, as this will extent the delivery time, we will have to charge you an unpacking/packing away fee of 10% (plus GST).

You will have to agree with us that we will do the unpacking/packing away when the order is confirmed.

If we agree to unpack/pack away the delivery for you, then we require that you are present throughout the delivery process.

The unpacking/packing away fee will have to be paid for when we deliver the items purchased.

If we have ordered an item that requires assembly, can you assemble it for me?

Yes, we can assemble items that you have purchased, for example, flat pack furniture.

We cannot carry out electrical and plumbing installations or carry out any kind of repairs and maintenance (this includes garden maintenance). We also cannot assemble food products.

In other words, we cannot prepare a meal.

If you want us to assemble an item that we have delivered, then you will be charged an assembly fee equal to the cost of the item to be assembled.

Although we will assemble the item to be best of our ability, we do not guarantee the result of any assembly that we carry out on your behalf.

You will have to agree with us that we will do the assembly when the order is confirmed.

If we agree to assemble an item for you, then we require that you are present throughout the assembly process.

The assembly fee will have to be paid for when we deliver the items purchased.

When will you give me the invoice showing the total cost of my order plus your fees?

When we deliver the goods that you have ordered.

It will be in paper form.

We are not able to provide you with an electronic copy on delivery, however, we can send you an electronic copy after delivery should you want one.

What other documentation will you give me as evidence of how much my order cost and what you have charged me for my order?

We will provide you with paper copies of all the original purchase receipts that make up your order.

If required we can also provide you with a paper copy of the GPS driving instructions starting from Castle Hill Library, NSW, Australia, to the shops and then to your delivery address.

When you confirm your order, please also confirm whether you would like the Google Maps driving instructions.

What if you need to return an item for me to the shop for refund and the shop will only refund to your credit card?

We strongly discourage any refunds to our credit card as the money belongs to you.

However, should the shop insist on it, then you will get a confirmation from us that the refund has been processed and we will then arrange a corresponding EFT refund to your chosen bank account.

What happens if I cannot be at home to meet you when you deliver my order and I have notified you before the delivery date and time?

As we cannot control everything in life, we understand that an emergency may arise or some other unavoidable delay may occur that means you will not be available when we delivery your order.

Should this be the case, please contact us as soon as you can, before the delivery date and time. We can then reschedule a suitable delivery date and time.

You will not be charged any extra processing fees or delivery fees. However, if your order contains perishable items which will need to be disposed of as a result of the reschedule, then, unfortunately, you will still need to pay for these items. The processing fee will still be charged based on the value as if the perishable items were not disposed of.

If you want the disposed of items replaced, then we will purchase them, you will not be charged any extra processing fee, however you will be charged the cost of the repurchased items.

What happens if I cannot be at home to meet you when you deliver my order and I have NOT notified you before the delivery date and time?

If you are not at your delivery address when we arrive per the agreed delivery date and time and you have not notified us that you will not be there to receive delivery and make final payment, then the goods cannot be delivered and we will leave you a missed delivery notice.

When you are ready we can reschedule a new delivery date and time, however, you will be charged an additional processing fee and delivery fee which is equivalent to the original processing fee and delivery fee.

If your order contains perishable items which will need to be disposed of as a result of the reschedule, then, you will still need to pay for these items as well as the additional processing fees and delivery fees.

If you want the disposed of items replaced, then we will purchase them, however, you will be charged an additional processing fee as well as the cost of the repurchased items.

Prior to the rescheduled delivery, a 50% prepayment will be required based on the outstanding amount due on your order (plus the additional processing and delivery fees) will be needed.

Should you again not be available at your delivery address for the rescheduled delivery, then, the order will be cancelled. You will be refunded any prepayments that you have made for the order.

The amount refunded to you will be reduced by the processing fee and delivery fee, the additional processing fees and delivery fees as well as a cancellation fee of 10% (pre GST) of the total order value (including the original and additional processing and delivery fees).

What happens if I cannot pay you when you deliver my order?

If you are not able to pay the outstanding balance on your order when we arrive per the agreed delivery date and time, then the goods cannot be delivered.

If you want the disposed of items replaced, then we will purchase them, however, you will be charged an additional processing fee as well as the cost of the repurchased items.

Prior to the rescheduled delivery, a 50% prepayment will be required based on the outstanding amount due on your order (plus the additional processing and delivery fees).

Should you again not be able to pay when we arrive for the rescheduled delivery, then, the order will be cancelled. You will be refunded any prepayments that you have made for the order.