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Common Questions about rawgoods.com.au

If you can’t find the answer to your question here then get in contact with us and we’ll do our very best to answer it for you!

How do I search items on Raw Goods?
You can search for items on Raw Goods a number of ways. The easiest way is to browse through the categories on the top menu of the site. You can then refine the search alphabetically, by price, by date or by featured item. Easy!

Alternatively, you can filter by product use (such as culinary or pyramid tea bags).  If you know exactly what product you want, you can enter this into the Search field on the top of any page on the site and we will find you everything related to your search.
Once you have found your desired item, click "add it to my cart" to start the order process.  You can also find some pretty cool detail on each of our products by clicking on the product name!

How do I make purchases on Raw Goods?
Once you're done shopping, checking out is easy. You may view the items you have added to your cart by clicking "Shopping cart" button at the top of any page. 

Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the right of items. Once you are ready to checkout with the items in your shopping cart, click on the "checkout" button in your shopping cart. At this point if you have not registered with us before, you will have the option to click on "register" to sign-up for a new account or purchase as a guest. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.

You will then be instructed through the steps of adding shipping details, billing information and choosing a payment method. Once the order is reviewed and completed, an order number will be issued on the screen.  Any discounts will be added in at this final stage. An order confirmation email will also be sent to your email address straight after the order is finalised. A shipping confirmation email will be emailed once the order has been shipped, which for orders placed before 11am AEST is the same day unless the item is out of stock.

If you have any questions regarding the tracking of your order, please contact our Customer Service department at info@rawgoods.com.au

What forms of payment do you accept?
Raw Goods is proud to accept Visa and MasterCard. We do not accept cash, cheques or cash-on-delivery (C.O.D.)

Is it safe to use my credit card?
Yes, shopping at Raw Goods is safe. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and Raw Goods ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantee. 

Can I make a change to an existing order?
Sure. You may make changes to your order up until your order has begun being processed. Please contact us by email with the order modifications you would like. Please note that not all changes can be guaranteed as the order may be too far into the shipping process. Ensuring that your order is correct in the final checkout section of the site is always the best policy to save any disappointment at a later date. If your modification cannot be made, please remember that our returns policy is friendly and flexible, so it's always worth contacting us!

Where's my confirmation email?
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from info@rawgoods.com.au. Please contact us by email with your full name and order number and we will confirm your order. 

How do I cancel my order?
You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department by email. We will send an email confirming the order cancellation.

Can I order by phone, email or fax?
To protect your security, we only accept orders online. To place an order please use the shopping cart on our website - our friendly staff will be happy to help you out using the live chat feature.

What happens if something I order is out of stock?

Occasionally we run out of stock of particular items rather unexpectedly, and we will issue an “Out Of Stock" notice on your invoice. While we may have the item in stock at the time that you place your order, by the time it gets sent for final processing, our stock may become deficient.

This may be due in part to a surge in orders for a particular item that reached our warehouse before your order or supply issues which can often result due to seasonality. In the event that you receive an "Out Of Stock" notice on your invoice, we will refund the amount charged back on to the card from which payment was made.

What If I am ordering and there is an error in the checkout?
If you have any Technical Issues whilst using the site, please contact our Customer Service Department and we will assist you immediately.

What currency are Raw Goods prices displayed in?
All prices are shown in United States dollars (USD).