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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 vary depending on the weight of your parcel and your delivery address. Our system is set up to automatically calculate your delivery charge based on these variables. Delivery is available by courier or Australia Post. If you are in an area serviced by our courier both options will be offered at checkout.

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 leave our Sydney warehouse within 2 business days of receipt. Once dispatched, the courier is an overnight service so your parcel will arrive the day after. There are some areas in Australia that can take up to two days for courier delivery (eg South Australia). This means that if you place an order on Monday, it will leave our warehouse by Wednesday at the latest. If you choose courier as your delivery option, it will arrive on Thursday between 8am and 5pm. If you are in an area that takes 2 days, it will arrive on Friday.

We are not able to send orders containing refrigerated products on Fridays (or Thursday for areas that take 2 days) as the couriers do not work over the weekend and products would spoil so your order will be sent on Monday instead.

If you selected delivery by post, please check the Australia Post website to see how long they quote for delivery to your area.

NB: Couriers and Australia Post do not work on weekends, so any order placed on Friday will be sent from our warehouse on Monday.

What if something is out of stock?

On the rare occasion that something you've ordered is out of stock, we will contact you within 2 business days to offer a replacement or refund for that item. We are not able to hold backorders.

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.

Can I collect my order?

Yes, you can collect your order from our Glebe (Sydney) 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. It is not possible to collect online orders from our Melbourne shop.

Can you dispatch orders from your Melbourne shop?

The warehouse for our online store is based in Sydney and all orders are despatched from there. We are not able to dispatch any orders from our Melbourne shop.

Do you ship outside Australia?

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

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

Yes, enter the code provided by Vegan Card 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 directly to get it. Unfortunately we cannot apply discounts in retrospect.

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.

Do I need a Cold Pack for all products?

You have the option to add a Cold Pack to your order for non-refrigerated products that may melt in transit in hot weather eg chocolate. This is entirely up to you but please note that we cannot take responsibility for chocolate that melts in transit if you do not add a Cold Pack to your order. We highly recommend you use a Cold Pack in hot weather for vulnerable products.

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 sell your products wholesale?

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

Do any of your products contain palm oil?

We are going through a process of collecting palm oil source statements from suppliers of any products that contain palm oil. We are requesting a Source Statement from the supplier to make sure it is not sourced from areas that threaten the habitat of Orang-utans in Borneo and Sumatra. Or, if it comes from this area, that it is sourced through the RSPO (Roundtable for Sustainable Palm Oil). As we recieve these statments they will be posted on our website in the description of the individual product. An example can be seen here.