• Paddymelon & The Melbourne Food Depot
• Ordering
• Tracking your shipment
• Our extensive product selection
• Commbank secure ecommerce gateway fee
• What is your order cancellation and goods return policy?
• Will my personal details from your database be used/sold to by third parties?

Who are Paddymelon & The Melbourne Food Depot? 

• The Melbourne Food Depot supplies retail, trade and manufacturing clients. Paddymelon is manufactured by The Melbourne Food Ingredient Depot. To view our contact details


• The Melbourne Food Ingredient Depot is committed to an organic, bio diverse future.

Questions about the ordering process

• Can I pick up the order from the shop?
  No problems as long as it is within our retail hours (Thursday or Friday 10 am - 5pm) and you pay the shop price.
  This online ordering facility has specials, product sizes and products only available online. That means that you cannot come into the shop and pick up a product in that size for that price that you have seen online. These are only available if you complete the whole process online.
  Please do not call expecting the same prices as appear online to be avaiable in the shop.


• Can I order online and pick up at the shop?
  All our online orders are dispatched from our central warehouse. We have no contact with them.


• If Shipping is free over $190.00 then why have I been charged?
  All orders over $190.00 dollars are shipped free Australia Wide using the Australia Post eParcel system. You must select this free option at the checkout. Some people want there order sent via courier or another means that is why there are other options. Basically if you want the free shipping option you must select it. If you select another option you will be charged for that option. Once your order has been processed we are unable to change the shipping method or dollar value.


• How long does it take for my order to be processed and delivered?
  This depends which payment gateway you have selected. If you select one of the faster gateways such as Paypal or credit cards it will happen very quickly.
  
  If you select EFT, BPAY or POSTAL we will have to wait for you to pay and then for your money to appear in the bank. These slower options are great for B2B and regular customers. It helps us greatly when using one of these options to email us the transfer payment information from your bank.
  Once your order has been sucessfully paid it is shipped using your selected method. We dispatch 90% of all orders the sameday. If there are any problems regarding your order we will contact you via email or phone.
  
  
• Can I place an order using the phone or fax?
  Sure no problems you can order by phone or fax. This is mainly used by people who do not like the internet. Again do not expect to get the prices quoted online when you call up. If paying by credit card we will require you to fill out one of our credit card purchase authorisation forms. It really speeds up the process if you have access to a fax machine.


• How safe is my purchase over the internet?
  Online payment is a secure way to pay. We offer different payment gateways so your credit card details are not even required for the EFT gateway. You can place an order, print it out and take it to the bank and transfer the money then and there. The only computer interaction is placing the order. It cannot get much more safer than that option.
  
  We use a Melbourne based ecommerce payment solution supplier. Every payment made on our ordering system is fully secured by using very high level encryption technology. Our supplier uses 128 bit SSL (Secure Sockets Layer) between your browser, and 1024 bit java encryption (with a 56 bit DES key) between them and the Australian Banking Network. The process is fully automated this is why we can offer great online discounts for people who use the online ordering system.
  
  You can tell if your browser supports SSL for encrypted eCommerce you should see a yellow solid key on a blue background, or a yellow padlock in the bottom right hand corner.


• I am using Internet Explorer and I cannot checkout/pay for my order on your site
  This all has to do with safety. Internet explorer is a very sloppy browser with many holes that can be exploited by hackers to steal information. This is why we recommend using Firefox it is a very robust browser and is the default industry standard.
  
  
• Do you ship outside Australia?
  Yes. We ship via Australia Post, EMS (international door to door courier). All international orders need to be paid by direct transfer into our bank account prior to being shipped.
  
  You are responsible for any local import duties, taxes charged by your country. Once your payment has been cleared, please allow 14 working days for the order to arrive. We do not take responsibility for any delays in your country caused by the customs department. All Australian Post items are registered. We do this for a couple of reasons, it makes the parcel easier to track, aids in convicting credit card fraud users if lost and resolves any disputes quickly over non sent packages.

Tracking your shipment/Parcel

• eParcel Shipments
  Your shipping confrmation email contains a tracking number. This usually contains some letters but more numbers. It is easy to track this parcel go to www.eparcel.com.au and enter in the number and it will tell you exactly where the parcel is.


• Courier Orders
  Your shipping confrmation email contains a tracking number. This usually contains some letters but more numbers.

Our extensive product list

• Not all your products are available online but are shown on the website. How do we go about ordering these?
  The Melbourne Food Ingredient Depot imports, manufactures or uses contract growers for the majority of its products. Some products we cannot sell to the general public others have no use in a domestic setting.


• Can I order products not listed for sale?
  We are more than happy to source special product needs for our customers. However with these indent orders it will be the minimum that the manufacturer will sell us. For example it maybe 1 25 kg drum or even 5 x 20kg bags. If you place the order you must accept this minimum quantity otherwise we will not order it for you. Payment is always on a proforma basis with indent orders.


• Why won't you sell me banned product's or help with my illegal operations?
  It should be very clear but you would be surprised how many times we are asked this. Once more for the record, the melbourne food ingredient depot will not sell products to people if they are being used for illegal purposes.


• We brew beer and want to buy 100kgs of dextrose monohydrate, can you help us?
  You can order 5 bags online and they will be shipped straight to your door. It cannot get easier than that

Commbank secure ecommerce gateway fee what is that?

• This is a flat fee that is appplied to all orders to cover the costs of running all the payment gateways offered on this site. This is a fair way to do things rather than charge different amounts for all the differnt gateways options. For example EFT being nil and Paypal being approx $1.80

What is your order cancellation and goods return policy?

• All sales are final. We do not normally give refunds if you simply change your mind or make a wrong decision. As most of our products are either food or medicinally based returns cannot be accepted under the health act. Please choose carefully if you have any questions please call us or have a look at our terms and conditions.

Will my personal details from your database be used/sold to by third parties?

• No. We respect the importance of maintaining the privacy of our customers.
  This is why every time you order via credit card over the phone we require your credit card details again. We do not sell, trade, or give away any information we collect from our members. We welcome your feedback concerning our privacy policy. To view more information go to our privacy page.