Frequently Asked Questions

How much do I have to buy?

At Grandma’s Pantry you can buy as little or as much as you like! 100g or a bulk order, it is up to you!

How do I know how much to buy of your premixes to make the recipe?

The recipe for each of the items is shown in the description, but there is also a printable copy of each of the recipes found in the “RECIPES” area.

How should I store my goods for best results?

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 favourite 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. During the warmer months some fruits with a high moisture content including Apricots, Figs and Dates may start to release natural gases (as they have not been treated with sulphur) and retail packets may bloat - the product can still be consumed but best to keep in the fridge. Dried fruit can be stored in the fridge 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 flavour 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

GLUTEN FREE

We can guarantee that any of our products which are labelled as gluten free, are naturally gluten free.

As our gluten free products are stored in a separate area and packaged in a totally separated packing area within the store, the risk for cross contamination is at the most absolute possible minimum.

We want our customers are fully aware that we also range products that do contain gluten within our store so that everyone can make an informed decision as to whether or not the product is safe for them or not.

We also stocks a wide variety of packaged products and there is the possibility that products we distribute from outside suppliers could change their formulation or substitute ingredients at any time. Customers concerned with food allergies need to be aware of this risk. 

What gluten free products do you have available?

Check out our Gluten Free category in the products area for the full list of Gluten Free products available.

Australian Products and Country of Origin

We always look to sell Local Australian products first and foremost. However there are times when weather conditions affect supply and products are not readily available in Australia.

Some products are best sourced products from parts of the world where that product originally comes from.

All of our products are clearly listed with the Country of Origin and we are working our way through the store to put in place the new Country of Origin labeling that is due by law to be in place by July 2018.

GRANDMA'S PANTRY ONLINE FAQ

What can be ordered online for delivery?

You can order anything from our online store except for perishable lines (fridge, freezer and handmade goodies)

Please keep in mind that, despite our best packing efforts, some products are very strong smelling (eg herbs and spices) and sometimes products such as nuts, flours and chocolates/lollies can take on the smells of these foods.

Also, please keep in mind that we don't send via refrigerated transport and therefore please take care when ordering chocolates and other items that are affected by temperature during the warmer months of the year.  

Grandma's Pantry is not held responsible for these types of products arriving heat affected or smell affected, if our concerns have been not taken into account.

My order won't process

Please check that you are not trying to order and have delivered any products that are marked as

  • "PERISHABLE GOODS - AVAILABLE FOR PICK UP INSTORE ONLY" - these items cannot be shipped and are available only if the order is to be collected from us at our retail store at Capalaba,
  • or if your order contains products that are OUT OF STOCK - please remove these items and your order should be able to be completed normally,
  • or if your order is over the weight allowable for your available shipping options.  

We can quote on a heavier order, just click on the "get a shipping quote" button and we will look for the best shipping option to suit your order and send you an amended invoice, that you can choose to pay or not. 

I have a discount code or coupon to use. How do I apply this?

If you have a discount code or coupon to use, it is to be entered at the checkout stage.  There is a VOUCHERS box for the code.  Any discount is then reflected on the order.

How do I know if my order was successful?

Once we have received your order, you should be presented with a screen that says “Thank you, we have received your order”.

You should also receive an email notification confirming that we have received your order.  If this does not appear, please check your "spam/junk" folders.

Shipping

Shipping costs will vary depending on the size and weight of the order and location of delivery.  In our new online store we are hoping to offer more shipping options for your convenience.

We don't offer "free shipping" as shipping is certainly not free. We do not load up our prices to cover freight costs, we show clearly what costs are for shipping and what costs are our products. 

Any remote rural or PO Box delivery address can only be delivered by Australia Post.

We can quote on a heavier order, just contact us at sales@grandmaspantryonline.com.au

How long will my order take to get to me?

We aim to get to your order out of our warehouse within 2-4 business days, these times may blow out in peak times, although we always try our very best to have them out asap.

 Then, unfortunately the delivery time is dependent on the freight company.

Grandma’s Pantry is not subject to any liability whatsoever for failure to deliver or for delay in delivery arising from unforeseen circumstances. All goods must be checked on delivery, the customer is deemed to have accepted the goods delivered as being in conformity with the customer’s order and merchantable quality.

Authority To Leave parcel if not home at attempted time of delivery.

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 and cannot be held responsible for your parcel still being there when you get home.

Can my order be picked up?

Of course you can! As everything is hand packed after your order is received, we ask for 2 business days to pack your order.

We will contact you via your supplied email address to advise that your order is now ready for collection.

How can I track my order?

When your order has been packaged and collected by our Courier or dropped at the Post Office, we will email you with a tracking number so that you can find out where your order is.

My order has arrived and it is not correct, what can I do?

Please contact us ASAP and detail what is damaged or has been incorrectly supplied and we will work towards getting the issue corrected ASAP.

Be sure to provide us with as much information as you can, please included your order number, date goods were received and photos if possible.  Photos are incredibly helpful as they can help us prove that damage has occurred during delivery.

One of our helpful staff members will contact you ASAP.

How do I change or cancel my order?

Please contact us at Grandma’s Pantry on 07 3823 2100 immediately if you need to change or cancel your order.

Please be advised that some orders are shipped very soon after ordering, and it may not always be possible to cancel or make changes.

How do I pay for my order?

We accept Visa or Mastercard or direct deposit.

Our bank details for direct deposit are:

Account name: PJSCB Pty Ltd
BSB: 064000
A/C No.: 13726508.

When paying by direct deposit please quote your invoice/order number or email a remittance to sales@grandmaspantryonline.com.au as your details do not usually appear on our bank statements.

Please be aware there may be a delay in your remittance being allocated against your order as our office emails are only monitored from 9am - 5pm. Should you have any queries about your order please call our office on 07 3823 2100.

Payment on collection is also available for orders picked up at the shop.

We do not use PayPal due to PP abiding by US law and the US having trade restrictions with certain countries (eg Iran - we stock Iranian Dates).  We have previously had our store shut down by PP for selling these products. 

Australia does not have these trade restrictions in place and we will abide by Australian Laws in this respect.

Is it safe to use my credit card on your website?

Here at Grandma’s Pantry, we pride ourselves on offering a safe and secure online shopping experience.

We will NEVER ask for your Credit Card information via email.  

If you ring to pay for an order over the phone, we enter your information while speaking to you and NEVER record it anywhere for your safety.

We choose to use eway and their secure services for our credit card transactions.

But if you have any concerns, the Bank Transfer option is always there for your convenience.

The safety and security of your personal information is extremely important to us. We use a range of electronic and physical security measures and devices to protect your personal data and credit card information.