SEE DELIVERY AREAS & SCHEDULE + CUT OFF TIMES

FAQ

What is your order process?

The ordering process is simple. Choose a minimum of 3 products (3 or more to get free delivery), select a set-order or one-off order (change any time you like), and Pete will deliver to your door on your allocated delivery day! (selected locations).

Do you have a minimum order?

Our minimum is any three products.

What does it cost for delivery?

Once you order any 3 products, delivery is FREE (within selected areas). To see our delivery areas, schedule and cut off times – click here.

What suburbs do you deliver to?

We deliver to many suburbs within Newcastle and surrounds, on different days of the week. To see a full list of our delivery areas, schedule and cut off times – click here.

What is the order deadline?

Our cut off times vary depending on what suburb you live in. To see the suburbs we deliver to, and our cut off times – click here.

How do I place my order?

Orders are placed online through our shopping cart system. Your food will then be delivered on the allocated day for your suburb.

Can I have a reoccurring order each week? 

Yes! For each item you select you will be provided the option as to whether you would like it as a one-off purchase, or on a reoccurring basis (set-order). 

I live in an apartment/unit, can you deliver to me?

For safety reasons, we can only deliver to the ground floor of of an apartment block, as long as that apartment/unit is accessible.

What happens if I order something and the producer is out of stock?

If your chosen product is out of stock, Pete and Carmel will try to source a suitable alternative, if this is not possible a refund or credit will be available. 

What happens if I need to make a change to my order after I have submitted it? 

Generally, orders cannot be changed after the order has been placed as Pete has usually sourced the products from the producers themselves. If you would like to discuss your order, contact Carmel on 0487 777 026 or by emailing hello@themilkmansback.com.au 

How do I contact The Milkman’s Back?

You can contact Carmel on 0487 777 026 or by emailing hello@themilkmansback.com.au. Alternatively, you can always contact Pete and Carmel on Facebook.

I have seen multiple prices for the same product, how do I know which is accurate? 

The prices for each item of produce is subject to change from time to time. This is due to a number of factors, including demand, season and price set by the producer themselves. If you are ever unsure, make sure to check the prices on our website.

What happens if I’m not home for my delivery?

You will often find Pete delivers outside of the standard 9am – 5pm working hours. If Pete is delivering at a different time, he will always contact you in advance and ask you to leave an esky outside your house. Should you have specific delivery requirements, please enter this in your order details upon checkout.

Can I still purchase through The Milkman’s Back if I live outside the delivery areas? 

Unfortunately, we are limited with the number of locations we can deliver to, and there are only so many hours in a day. We are always working hard to expand the number of suburbs we deliver to, so if your suburb is not on our list, feel free to contact us – here.

Can I cancel my order?

Once an order has been placed, it cannot be cancelled as Pete has usually sourced the products from the producers themselves. If you would like to discuss your order, contact Carmel on 0487 777 026 or by emailing hello@themilkmansback.com.au

What payment options do you have?

You can pay via credit-card online through our cart system. Alternatively, you can contact Carmel on 0487 777 026 or by emailing hello@themilkmansback.com.au, to discuss your payment options.

What if I would like to make a change to my set-order? 

To edit your account or set-order options, simply login - here, select “Manage my set-order”. You will be able to make changes to your set-order products (pause, remove or change frequency), add one-off items as well as add new set-order items. 

Can I have some products every week and other products every second week? 

Yes! When selecting your product. You will get the choice to select as a one-off purchase or as a set-order purchase. When choosing a set-order purchase you can select to receive this product on a reoccurring basis of each week, each fortnight, every three weeks, or once per month (whichever suits you best).

What if my credit card details change? 

If you have a set-order order with us, and your credit card details change, the moment your card is declined on an order, we will both receive an email notification. To update your account with the new card details, simply contact Carmel on 0487 777 026.

Do you store my credit card and are my card details safe? 

We collect payments through Shopify Payments, and through Stripe. All payments are processed on themilkmansback.com.au secure site. For reoccurring orders, these are processed through Stripe. Stripe is a certified PCI service level 1 provider. This is the most stringent level of certification available in the payments industry. All cards are encrypted and decryption keys are stored on different machines. Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure, and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). For one-off orders, these are processed using Shopify Payments. Shopify Payments are PCI compliant and also use an encrypted form of payment processing.

Can I place my order over the phone or via email?

For those members of the community that require additional assistance, for example the elderly. Should you require it, Carmel can take your order over the phone, and process through our website.

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