FAQs

Does it cost anything to be a member?

No! It’s absolutely free to become a member. We enjoy welcoming new people to our community. Join our Facebook group to keep in touch with everything G Collective related and make new friends.

Sign me up!

Please join by registering with a nominated username and password from our Sign Up Page. You will then be sent a confirmation link. You must click on this link to confirm your registration. Then you’re all set to order!

How do I place an order?

Orders are placed online. Once you have logged in as a member using your login details, go to the order page you wish to order from (please note, carts do not combine, so all need to be checked out separately) to order your organic groceries. When you’ve finished shopping, go to the checkout to pay for and submit your order.

What is zipPay?

zipPay is an optional payment method that allows you to shop now and pay later. Choose this option at checkout so that zipPay pays on your behalf, then you pay the amount back over time – weekly, fortnightly or monthly. Read more at www.zippay.com.au

WEEKLY ORDERS (COLD GOODS + MEAT)

Can you explain the weekly ordering process for cold goods and meat?

We have a weekly order system for cold goods and meat. Orders close Sundays at 9pm and are available for collection at the warehouse the following Fridays between 9am and 2pm.

I don’t live near Bibra Lake. Is there anywhere else I can pick up my order from?

No, the warehouse is the best place to pickup your order as it has cold storage facilities. We don’t deliver weekly orders.

Why should I pre-order when I can just visit the warehouse?

A limited range of product lines are stocked in the warehouse. The wider variety listed online is ordered in each week to meet customer orders. Remember that by ordering via the website it’s a click and collect service – the order is picked and packed for you and ready to collect.

Dry goods are cheaper online and there is a substantially larger variety available online (there are more than 2,000 product listings in the bimonthly product range.).

I’ve ordered meat. Will it be fresh or frozen?

We provide fresh as much as possible, but some items will be frozen. We do not know which items will be frozen in advance.

What if I’m running late and can’t pick up my order in time? Can I collect it another time/day?

We understand that things happen to throw plans off course. However, if you make an order you must pick it up. If you are unable to pick up your order for whatever reason, please contact us immediately to organise alternative pick up arrangements.

Please note that this is entirely at our discretion. We all have school-aged children so we are unable to keep the warehouse open outside of our standard trading hours.

What about refunds?

Sometimes our suppliers do not have the stock to fulfil an order. Where possible we will substitute, otherwise we refund the nil supply items within three days of collection. If an item is missing from your order contact us ASAP as we may be able to deliver it to your door or we will process a refund. We understand this can be really annoying, but it’s sometimes unavoidable.

What are the deadlines for ordering?

For weekly orders, the closing time for orders is Sunday 9pm. Orders are available for collection the following Friday from 9am to 2pm.

BIMONTHLY ORDER (DRY GOODS)

How does the bimonthly order process differ to the weeklies?

You can make your bimonthly order during the week of 14th – 20th of every other month. As a buying group, we do not carry stock. We combine and place orders as a group to access best possible prices. The stock then arrives from suppliers all over the country over the following three weeks. As it arrives, it is checked off and sorted by volunteers.

Then it takes another week to mark off orders and pack them into boxes ready to be collected or delivered (this is also done by volunteers).

Even though you can add products to your cart at any time, the order form is technically only open for one week and you can only pay for and submit your order during that week.

How long until my order is ready?

Generally, bimonthly orders take 4-5 weeks. This is due to the nature of the product and the quality and freshness (for example, flours being freshly milled in other areas of Australia). It also largely depends on volunteer packing support.

You don’t stock my preferred brand/product. Can you get it in?

We will accept product requests but it is at our discretion whether we proceed with them. Please contact Cassie by email with any product requests: contact@gcollective.com.au

Refunds

Please note orders need to be checked and credit claims made within seven days of receiving your order. Due to the nature of organic goods, out-of-stocks do occur. Refunds for out-of-stocks are processed within seven days of the final order being packed.

I want something from the shop, will you put it aside for me?

All warehouse stock is sold on a first come, first served basis. As volunteers, we don’t have the resources to set things aside. For personal shopping service and click and collect please order via the website.

Can I add items to my order after it is submitted

Yes, the website will automatically detect if you have an existing order during the ordering period on the same order form. This will avoid you paying additional collection/delivery fees.

Do you re-use the boxes?

We’d love you to return your boxes to the warehouse so we can reuse them as we are always running out of them. We only use repurposed supplier boxes and they are used up pretty quickly.

What happens at pick up?

Come to the warehouse and supply us with your surname. We’ll bring out your order and give you a hand to get it into your car. You’re welcome to shop in the warehouse while you’re here, but please do it before or after collecting your order (we don’t have the space for trolleys with orders on them in the area).

Food hosts

Food hosts are community minded individuals that provide a safe location for us to drop off your order (that is, their home) and keep it safe until you arrive to collect it. Food hosts give you the opportunity to collect after hours and weekends (an alternative to 9am – 2pm warehouse hours). If you don’t have a food host near you, you may wish to use our delivery service. Please remember food hosts are volunteers giving up their home and time.

If you’ve arranged to collect your bimonthly delivery from a friendly food host, you’ll get an SMS from your food host when your order is ready for collection. When you confirm the pick up time they will usually leave your order outside their home for you to collect. In the event it is raining and they don’t have a safe place to leave it, they will keep it inside until you arrive to collect it. Remember, food hosts don’t have cold storage facilities and that the food host service is only available for bimonthly orders.

Where are the food host locations?

The suburbs are listed at checkout. The address will be sent to you via text message when your order is ready for collection

When and where do you deliver?

For bimonthly orders, we deliver from Pinjarra (south) to Roleystone (east) to Parkerville (north east) to Yanchep (north). If you live outside this area please contact us to confirm if we can deliver to you before submitting an order. Orders are either delivered by us or by Australia Post (orders that fit in one box under 20kg are delivered by Australia Post).

We generally deliver orders Friday to Sunday and will text to advise you the day prior. Australia Post delivers on weekdays during business hours. Usually they will leave the order on the premises rather than card it. If you do not want your order delivered by Australia Post please advise us in the comments section when placing your order. Australia Post deliveries are sent out before we do the other deliveries so are usually the faster option.

When do I collect my order?

We will text you when your order is ready to collect. Please contact us by email if it has been four weeks since you ordered and you have not heard from us.