Frequently Asked Questions

NB. These are questions about our shop, procedures and products. For questions about veganism and animal rights visit the Vegan Resources section on the right of our home page.

Questions about our online shop

Questions about our Glebe shop

Questions about our products

 

Questions about our online shop

What are your delivery charges?

Our delivery charges are $6 for up to 500g (post only) or $10 for up to 25kg (post or courier)

If you have refrigerated items in your order there will be an additional $5 charge added automatically for a Cold Pack and your parcel must go by courier (not post).

Is there a minimum order?

No, there is not a minimum order however it is more economical, delivery charge-wise, to order multiple items.

How can I pay for my order?

We accept payment by Visa, Mastercard and Paypal online. You can also chose to pay by cheque or money order and we will despatch your order as soon as your cheque/money order arrives.

How long will it take to get my order?

So long as everything is in stock, orders will be despatched within 2 business days of receipt. Once despatched the courier is an overnight service. If sent by post, check the Australia Post website to see how long they take.

Can my order be tracked once it has been dispatched?

If you select courier delivery, we are able to provide you with a tracking number on request so that you can follow its progress on the courier’s tracking system. Australia Post parcels are not able to be tracked.

Do I have to be home to sign for my delivery?

Couriers require either a signature on delivery or, when placing your order with us, you can specify where your parcel can be left safely without signature.

If your parcel won’t fit in the letterbox and you are not home at time of delivery, Australia Post will take your parcel back to the local post office for collection. They will leave a calling card advising you of this.

Can I specify a delivery time?

Unfortunately neither the courier company we use nor Australia Post will specify delivery times.

What if something I’ve ordered is out of stock?

We are not able to hold backorders so if an item you’ve ordered is out of stock we’ll contact you and offer a replacement product or a refund.

Can I collect my order?

Yes, you can collect your order from our Glebe Shop during opening hours. When you go through our online checkout select “collect from Glebe” as your delivery method, then make a note of when you’d like to collect in the comments section. Please allow 2 business days for us to process your order.

Do you ship outside Australia?

We are only able to ship within Australia at this stage.

Can I use my Vegan Society or Vegan Card discount in your online shop?

Yes, enter the code provided by Vegan Card or the Vegan Society in the coupons section as you go through our online checkout and your discount will be automatically applied. If you don’t know your code you’ll need to contact Vegan Card or the Vegan Society to get it. Unfortunately we cannot apply discounts after the fact.

What is your returns policy?

We are more than happy to refund product sold through our shop for any reason so long as it is returned to us un-opened and un-used and is in the same condition it was sold in. Refunds will be processed via paypal or to your credit card depening on how you paid for your order.

How do you ship refrigerated or frozen products?

We ship products from the refrigerated section of our online store in a foam esky with ice sheets. The Cold Pack costs $5 and will be automatically added to your delivery charge when you go through the checkout. Cold Packs keep products cool for up to 48 hours in transit. Please note that frozen products will defrost in transit and we do not recommend re-freezing them.

Where can you ship refrigerated products?

We can ship orders containing refrigerated products to Brisbane (including the Sunshine & Gold Coasts), Melbourne and surrounds, Adelaide, ACT, Sydney and surrounds. If you live outside of a main centre contact us to find out if your area is serviced. We are not able to send refrigerated products to WA, NT or Tasmania at all we’re sorry.

Can I return my Cold Pack for a refund?

We can refund cold packs if they are returned to us at 83 Glebe Point Road, Glebe NSW 2037. Our courier does not provide a returns service so you will need to arrange that yourself or come and visit us.

Is my information secure?

We will not give or sell your information to anyone, it will be used soley for the purpose of processing your order and associated communications, and our monthly newsletter if you have subscribed.

Is your business Australian?

Yes, we are an Australian owned and run business.

What currency are your prices in?

All our advertised prices are in Australian dollars.

What is your web privacy statement?

The following discloses our information gathering and dissemination practices for this web site (www.crueltyfreeshop.com.au). This web site does not gather any information about visitors. We do not log the IP addresses of visitors or what files they access and we do not use cookies. An announcement of any changes to this policy will be posted prominently on the first page of our web site for three months before any changes go into effect. The effective date of this policy was 11.9.12.

 

Questions about our Glebe shop

Where are you?

Our shop is at 83 Glebe Point Road, Glebe NSW 2037

What are your opening hours?

Monday to Friday: 10am – 6.30pm

Saturday: 10am – 5pm

Sunday: 11am – 5pm

Do you have all the same products in the shop as in your online store?

The majority of products are available both online and in store with the exception of ice cream which is only available in store.

How can I pay for my order in store?

We accept Visa, Mastercard, EFTPOS and cash payments.

Can I use my Vegan Society or Vegan Card discount in your shop?

Yes you can claim your discount in store by presenting your membership card at the checkout.

What is your returns policy?

We are more than happy to refund or replace any product sold through our shop within one week of purchase for any reason so long as it is has not been opened or used and it is in the same condition it was sold in. We are not able to refund opened or used products. If a product is faulty we will refund or replace it immediately.

 

Questions about our products

Are all the products you sell vegan?

YES, all the products we sell are vegan!

Are all your products dairy-free?

While none of our products contain dairy as an ingredients some are made on equipment which also produces products with dairy in them so some do carry the warning “may contain traces of dairy”. People with allergies should closely check the labels for each product before purchasing.

Are your products free from animal testing?

The non-food products we sell have all been certified cruelty-free by either Choose Cruelty Free Australia or an equivalent international standard (eg Leaping Bunny)

I see you sell vegan condoms, what’s not vegan about regular condoms?

A milk protein is used in the manufacturing of latex for many condoms. You should also check the manufacturer’s policy on animal testing.

I see you sell vegan dental floss, what’s not vegan about regular dental floss?

Some dental flosses are waxed with beeswax and/or are made with dairy-based enzymes. You should also check the manufacturer’s policy on animal testing.

What’s not vegan about vitamins?

Many vitamins are in gelatine capsules or use animal sourced magnesium stearate as a binder. NB. The magnesium stearate in the vitamins we stock is from non-animals sources.

In addition some vitamins, such as vitamin D2 and calcium are animal derived.

Do you stock Daiya cheese?

No, unfortunately Daiya are not interested in exporting to Australia at this stage. We do however stock lots of other vegan cheeses that are similar or better.

Do you sell your products wholesale?

No, we do not sell wholesale; we are solely a retail business.

Do any of your products contain palm oil?

If a product contains palm oil we ensure that we receive a Source Statement from the supplier to make sure it is sustainably sourced eg from South America or through the RSPO (Roundtable for Sustainable Palm Oil).