FAQ
Ordering & availability
How do I place an order?
Order directly through our website, or send us your list via WhatsApp. Once you place an order, we'll confirm it with you within 24 hours.
What if an item I ordered isn't available?
By default, we'll substitute it with a similar product. You can turn off substitutions when you order if you'd rather we just leave unavailable items out. Either way, you're never charged for anything we can't supply. See our Terms and Conditions for full details.
Delivery area & timing
Which areas do you deliver to?
We deliver Sydney-wide, to a fixed list of serviceable postcodes within about 35km of Westmead NSW 2145. Check your postcode on our homepage before ordering. We don't currently offer interstate or international delivery.
When will my order arrive?
We deliver Monday to Saturday on a daily 2pm cutoff. Orders placed before 2pm are delivered the next day; orders placed after 2pm are delivered the day after that. See our Shipping Policy for the full day-by-day schedule, including how weekends are handled.
How is my order delivered?
Every order is hand-delivered directly to your door. We'll keep you updated on your delivery by WhatsApp, phone, or email.
Fees & payment
Is delivery free?
Delivery is free on orders of $79 AUD or more. A delivery fee applies to orders under that amount. From time to time we run special offers with a different threshold, and those terms take precedence while they're running. Full details in our Shipping Policy.
How can I pay?
We accept PayID bank transfer, our preferred payment method, and card payment via our secure Shopify Payments checkout.
Cancellations & changes
Can I cancel my order?
Yes, at no cost, any time before we've confirmed it and begun preparing it. Just get in touch via WhatsApp or email as soon as possible. Once preparation has begun, cancellation may no longer be possible, and where it is, a cancellation fee may apply. See our Terms and Conditions for details.
Can I change my order after placing it?
Get in touch via WhatsApp or email as soon as possible and we'll update your order where we can, before it's confirmed and prepared.
Problems with your order
What if my order arrives damaged, wrong, or expired?
Contact us within 48 hours of delivery, ideally with a photo of the item. We'll offer a replacement or a full refund, at no cost to you. See our Refund Policy for details.
What if my delivery is late?
Contact us via WhatsApp or email as soon as possible and we'll sort it out directly with you.
Returns & refunds
Can I return an item if I change my mind?
Because we sell grocery and food products, we don't offer refunds or accept returns for change of mind once an order has been delivered. This is for hygiene and food-safety reasons and doesn't affect your rights under the Australian Consumer Law. See our Refund Policy for full details.
How long do refunds take?
Approved refunds are processed within 3-5 business days and returned to your original payment method.
Account & contact
Do I need an account to order?
No. You can order directly on our website or via WhatsApp.
How do I get in touch?
Email us at support@pantry2door.com.au or message us on WhatsApp.
How is my personal information handled?
See our Privacy Policy for what we collect and how we use it, and our Cookie Policy for how we use cookies.