FAQ

Frequently Asked Questions

faq-img.jpgNB. 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

What are the cut off dates for delivery before Christmas 2016?
What are your delivery charges?
Is there a minimum order?
How can I pay for my order?
How long will it take to get my order?
What if something is out of stock?
Are the prices the same online as in your shops?
Can my order be tracked once it has been despatched?
Do I have to be home to sign for my delivery?
Can I specify a delivery time?
Can I collect my order?
Can orders be despatched from your Melbourne, Brisbane or Canberra shops?
Do you ship outside of Australia?
Can I use my Vegan Card discount in your online shop?
What is your refunds & returns policy?
How do you ship refrigerated or frozen products?
Where can you ship refrigerated products?
Do I need a Cold Pack for all products?
Can I return my Cold Pack for a refund?
Is my information secure?
Is your business Australian?
What currency are your prices in?
What is your web privacy statement?

Questions about our Glebe and Fitzroy shops

Where are you?
What are your opening hours?
Do you have all the same products in your shops as you have in your online store?
Are the prices the same in store as online?
How can I pay for my purchases in store?
Can I use my Vegan Society or Vegan Card discount in store?
What is your returns policy?

Questions about our products

Are all the products you sell vegan?
Are all your products dairy-free?
Are your products free from animal testing?
I see you sell vegan condoms, what's not vegan about regular condoms?
I see you sell vegan dental floss, what's not vegan about regular dental floss?
What's not vegan in regular vitamins?
Do you sell your products wholesale?
Do any of your products contain palm oil?
Why don't you stock the full range of each brand?

Questions about our Vegan Mystery Box

When will my Vegan Mystery Box be delivered?
How is my Vegan Mystery Box delivered?
What if I’m not home when the courier arrives?
What will be in my Vegan Mystery Box?
What if I love one of the products in my Vegan Mystery Box and want more?
How often will my Vegan Mystery Box be delivered?
How do I pay for my Vegan Mystery Box subscription?
When will my card be charged for my 3 or 6 month Vegan Mystery Box subscription?
How do I change or cancel my Vegan Mystery Box subscription?
How do I change or cancel my 3 or 6 month Vegan Mystery Box subscription?
What if I want to give a Vegan Mystery Box subscription as a gift?
What happens if my credit card gets declined?

Questions about our Cruelty Free Club Loyalty Program

Where can I earn reward points?
How do I redeem my rewards
Do vouchers ever expire?
Are you going to sell my information or spam me with emails?
What are the Cruelty Free Club terms & conditions?

Didn't find the answer you're looking for? Email us and we'll reply asap.

Questions about our online shop

What are the cut-off dates for delivery before Christmas 2016?

For delivery by Fastway courier before Christmas, please place your order by close of business on the following dates:

Place your online order by Close of Business (COB) Thursday 15 December if you are in: Adelaide, Geelong, Bendigo, Melbourne, Canberra, Wollongong, Orange, Tamworth, Regional NSW.

Place your online order by COB Monday 19 December if you are in: Port Macquarie, Coffs, Northern Rivers, Brisbane, Sunshine Coast.

Place your online order by COB Tuesday 20 December if you are in: Newcastle, Central Coast, Sydney

N.B There will be no courier deliveries between Christmas and New Year

For delivery by Australia Post before Christmas, please place your order by close of business on the following dates:

Place your online order by Close of Business (COB) Tuesday 14 December if you are in: Perth, Hobart or Darwin.

Place your online order by COB Wednesday 14 December if you are in: Adelaide.

Place your online order by COB Thursday 15 December if you are in: Brisbane or Melbourne.

Place your online order by COB Monday 19 December if you are in: Sydney

For all other locations please check delivery times on the Australia Post website and allow 2 additional business days for your order to be processed through our warehouse.

N.B There will only be limited postal deliveries between Christmas and New Year.

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 your parcel must go by courier, please select the courier option that includes a cold pack. The Cold Pack courier option costs an additional $5. If you return your cold pack to us at The Cruelty Free Shop Glebe (Sydney) or Fitzroy (Melbourne) you will receive a $5 refund.

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.

Are the prices the same online as in your shops?

Prices may differ between our online shop and our physical shops. Specials may sometimes be offered through only one of our shops (Sydney, Melbourne, Brisbane, Canberra or Online).

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. If you select "Australia Post with tracking"  as your delivery method then we can provide you with a tracking number on request for your parcel, if you select regular post your 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 any of our other shops as our online warehouse is located in Sydney.

Can you dispatch orders from your Melbourne, Brisbane or Canberra shops?

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 any of our other shops.

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?

Unfortunately the Vegan Card program was closed down by the organisers as of 30.6.15 so discounts no longer apply.

What is your returns & refunds policy?

We are happy to refund products purchased through our online store or shops for any reason so long as they are returned to us un-opened and un-used within 7 days of purchase and they are in the same condition they were sold in. Refunds will be issued immediately either in cash, via paypal or to your credit card depending 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 polyfoam esky with ice sheets. The Cold Pack costs $5. You will see an option for "Courier delivery with Cold Pack"; if you have cold items in your order you must select this delivery method. 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 solely 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 & Fitzroy shops

Where are you?

Our Sydney shop is at 83 Glebe Point Road, Glebe NSW 2037. Phone 02 9660 9426.
Our Melbourne shop is at 385 Brunswick Street, Fitzroy VIC 3065. Phone 03 9495 6673.

What are your opening hours?

Sydney

Monday to Wednesday: 11am – 6.30pm
Thursday-Friday: 10am - 6.30pm
Saturday: 10am – 5pm
Sunday: 11am – 5pm

Melbourne

Monday: 12 - 5pm
Tuesday & Wednesday: 11am - 6.30pm
Thursday & Friday: 11am – 8pm
Saturday: 10am – 6pm
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.

Are the prices the same in store as online?

Prices may differ between our online shop and our physical shops. Specials may sometimes be offered through only one of our shops (Sydney, Melbourne or Online).

How can I pay for my purchases 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 receive these statements they will be posted on our website in the description of the individual product. An example can be seen here.

Why don't you stock the full range of each brand?

There are a few reasons why we may not carry the full range of a particular brand, they are:

  • Sometimes we're limited by what the importers decide to bring in to the country so the whole range might not be available in Australia yet. If a particular brand is popular then the importer will generally expand the range over time.
  • Not all of the products in the range may be vegan in which case we'd only stock the vegan items.
  • We have limited shelf space so we may have prioritised the more popular items in the range.

If there's something in particular you'd like us to stock please do let us know.

Why do some of your products carry a "may contain traces of dairy" warning?

In an ideal world manufacturers of vegan products would be big enough to have their own dedicated vegan facilities but unfortunately most still have to share factories with other businesses who may manufacture products that contain dairy. Some of our products also come from companies who produce both vegan and non-vegan products, we stock their vegan products as we hope to encourage them to expand their vegan ranges. In both cases, while every effort is made to keep equipment clean and separate there is a very slim chance that an airborne particle may reach this equipment. Legally this slim possibility must be declared.

Questions about our Vegan Mystery Box

When will my Vegan Mystery Box be delivered?

We will dispatch your Vegan Mystery Box on the first Wednesday of each month regardless of when you place your order. For example if you place your order on the 15th of November, it will be dispatched on the first Wednesday of December. Your Vegan Mystery Box will be delivered by courier 1-4 business days from dispatch, depending on your location.

How is my Vegan Mystery Box delivered?

Your Vegan Mystery Box will be delivered by Fastway Couriers.

What if I’m not home when the courier arrives?

It’s best to have your parcel delivered to a work address if possible as the parcel does need a signature. If you are having your Vegan Mystery Box delivered to a home address be sure to specify where your parcel can be left without signature if you’re not home otherwise it will be taken to a depot and you will have to collect it.

What will be in my Vegan Mystery Box?

It’s a mystery! Every month you’ll receive 8-10 exciting, all vegan, all cruelty-free products to try. They'll be a mix of vegan snacks, food, treats, pantry essentials and personal & household products. Some will be new, some will be old favourites; some will be full size and some will be sample sized.

What if I love one of the products in my Vegan Mystery Box and want more?

All products in your Vegan Mystery Box are available to purchase from The Cruelty Free Shop (subject to supplier availability).

How often will my Vegan Mystery Box be delivered?

Vegan Mystery Boxes are delivered once a month. You can purchase just one Vegan Mystery Box or subscribe to get a Vegan Mystery Box delivered every month, in this instance your credit card or paypal account will be deducted monthly. Alternately you can pay for 3 or 6 months of Vegan Mystery Boxes up front at a discounted rate.

How do I pay for my Vegan Mystery Box subscription?

You can subscribe to pay for your Vegan Mystery Box monthly and chose to pay by credit card or paypal which will then be debited on the day you place your order and monthly on the 2nd of each month thereafter (except the first month).

When will my card be charged for my 3 or 6 month Vegan Mystery Box subscription?

Your card will be charged for 3 or 6 months (depending on which option you've chosen) as soon as you place your order. Your card will automatically be charged every 3 or 6 months thereafter until you cancel your subscription.

How do I change or cancel my monthly Vegan Mystery Box subscription?

You can change frequency or cancel your subscription at any time by logging into your Cruelty Free Shop account and editing your preferences there. 

How do I change or cancel my 3 or 6 month Vegan Mystery Box subscription?

Your subscription will auto renew every 3 or 6 months (depending on which subscription you chose) but before it does that you will get an email letting you know this is about to happen, that email includes a link where you can unsubscribe or change your subscription.

What if I want to give a Vegan Mystery Box subscription as a gift?

Simply specify the name and the address of the lucky recipient in the Delivery Address section when you go through our checkout. If you’d like a note sent with the first Vegan Mystery Box please write this in the Notes section on the Shopping Cart page and we’ll include a hand written card for you. If you've gifted a 3 or 6 month subscription, you might want to mention that in the note as it won't say on the box.

What happens if my credit card is declined?

If, when we process your monthly subscription fee, your credit card is declined you will receive an email to let you know and asking you to re-submit payment. Unfortunately that does mean that you will miss out on that month's Mystery Box. Once you have entered a new credit card or corrected the payment you will be re-subscribed and your subscription re start again the following month.

Questions about our Cruelty Free Club Loyalty Program

The Cruelty Free Club is our brand new loyalty program. Simply sign up in-store or make a purchase online to join, you'll then accrue points every time you shop with us. You'll get one point for every dollar spent. 

Important Note: Please check your "junk" or "promotions" folders for your sign up email, the email is often diverted to these kinds of folders. 

Where can I earn reward points?

When you sign up in store, all we need is your name, phone and email.  All points are sent via email so there's no physical card for you to worry about.  Simply give us your name at the beginning of every purchase you make, and you'll accrue a point for every dollar spent. Points can then be exchanged for vouchers which can be spent both in store and online. You can show us those vouchers on your phone, so there's no need to print them out.

You earn reward points every time you shop in our Sydney, Online, Melbourne, Brisbane or Canberra shops. 

How do I redeem my rewards?

Once you've earned enough points, you'll be eligible to redeem a voucher. Vouchers are redeemed by clicking the links in the points updates that we send all Cruelty Free Club members when they make a new purchase. You can also click CLICK HERE to login and check your points balance. Once you have enough points, simply use them to redeem the voucher that applies to you, you can choose either online or in store vouchers. 

Do vouchers ever expire?

Yes! Vouchers only last for 10 days, so make sure you use them straight away to avoid disappointment.

Are you going to sell my information or spam me with emails?

No! Your info is totally safe with us, signing up to the loyalty program in-store also signs you up to our mailing list for our bi-monthly newsletter, but if you're not enjoying receiving recipes, specials, and pictures of cute animals we can happily unsubscribe you (this won't delete your membership to the Cruelty Free Club).

What are the Cruelty Free Club terms & conditions?

Cruelty Free Club Terms & Conditions:

1. Points may not be redeemed for any sale in which a membership is being applied for any other reason. Eg. Vegan Club Membership, Animal Liberation, Vegan Society

2. Customers must mention their membership of the Club before the transaction is tendered to collect/redeem points.

3. Points cannot be added after a transaction is completed. One club membership available per person

4. Only one club membership can redeem points through any one sale.

5. Points cannot be redeem on someone else’s behalf.

6. Points cannot be scored on someone else’s behalf.

7. The Cruelty Free Shop reserves the right, at any time without notice, to:

- Decline to issue membership or provide any benefits;

- Withdraw or cancel any Club membership

- Reverse any Club benefits, including without limitation, any Club points credited to a card; - Terminate a member’s Cruelty Free Club membership; or

- Terminate the Cruelty Free Club program. Grounds for doing any of the above include (but are not limited to):

- Any abuse or attempted abuse of the Cruelty Free Club membership;

- An act or omission contrary to these Terms and Conditions;

- Any Cruelty Free Club benefits which are accumulated fraudulently or credited or accumulated erroneously.

- Any use or attempted use of a Cruelty Free Club benefit in a manner contrary to these Terms and Conditions;

- Any reasonable suspicion of unacceptable conduct in connection with your Cruelty Free Club membership including any reasonable suspicion of dishonesty, fraud or wrongful conduct;

- Your bankruptcy or death

Didn't find the answer you're looking for? Email us and we'll reply asap.