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FAQs

How do I shop online?  Do I need an account?
Everyone is free to browse our products and our brands online, but you must register and become a pureeater (a member) to place an order and to use all our services.

How do I become a member?
Signing up is free and can be done here

How will my order be shipped?
Shipping depends on supplier location and customer location.  All Australian domestic orders are shipped via Australia Post and courier services.

Pure Eater is based in Sydney, Australia.  Our marketplace sellers ship directly to you, from their place of business in Australia, New Zealand and USA; and ship to Australian residents.

Domestic, Australia shipping - all orders are shipped via Australia Post and courier services, for a fixed shipping fee of $5.00. All domestic orders are shipped direct from our vendors and suppliers.  Domestic orders should be received within 2 - 4 business days (excluding made-to-order items).

We only ship to a physical home street address or work place.  Please make sure someone is available to accept to the delivery or a redelivery fee will be charged.  You may also leave an 'authority to leave' if there is somewhere safe to leave your parcel.  You may also comment this information in the checkout, when placing an order.

We work closely and quickly with our vendors to make sure your order is shipped promptly.  You may receive several packages, but these packages will generally be delivered at the same time.

In some cases, you may receive deliveries over 2 days.  In all cases, our customer service team will keep you updated. 

If I order a few products from a few different vendors, will I receive a lot of sporadic deliveries?
We work closely and quickly with our vendors to make sure your order is ‘shipped next business day’.  For Australian domestic deliveries; you may receive several packages, but these packages will generally be delivered at the same time.

In some cases, you may receive deliveries over 2 or so days.  Our Customer Service Team will keep you updated.  

I live in Australia and want to order an item from New Zealand.  Why is the price different in Australia, than it is in New Zealand?
Some sellers add a small charge to their international items, for international shipping.  There are no extra shipping fees added in the checkout. Shipping is AUD$5.

I didn't receive all my items and they were from the same brand?  Where is it?
Some of our brands have extremely popular products are have a high level of sales.  Some items may sell out at the same time and could mean your product is now out of stock.  In this case, our Customer Service Team will let you know straight away.  If there are any concerns, our Customer Service Team is happy to help cs@pureeater.com

Can I track my order?
Yes.  Our customer service team will email you every parcel consignment tracking number and total number of parcels expected.  

Do you offer Gift Cards?
Yes.  Gift certificates are available via our website.

What happens if I need to return something?
We are more than happy to refund, exchange and store credit any item that has been brought to our attention, within 7 days of the delivery date.  All returns must be in unopened, original condition.  

Opened items and items not in their original condition can not be returned.

If you have received a faulty, damaged or incorrect item, or have had a change of mind - please email returns@pureeater.com and wait for our returns team to contact you with a returns authorization.  Please do not send any items back without contacting us first.

What method of payments do you accept?
We accept Visa, Mastercard, AMEX and Paypal.

Is it safe to use my credit card on your site?  Do you keep my details?
Our payment gateway is safe and secure.  Once you proceed to the checkout, our checkout process uses a secure HTTPS.All card numbers are encrypted on disk with 128bit SSL. We do not collect nor keep any credit card numbers.

How do you use my personal, membership information?
We keep your data for our use only.  We do not sell, share nor intend to sell or share any of our member’s information. 

My computer froze when I paid for my order.  How do I know if the payment went through?
All successful transactions will receive an email order confirmation.  If you have not received your email confirmation, please check your SPAM folder.  If your email notification has not been received, please place your order again.

Alternatively, please contact our Awesome Customer Service Team cs@pureeater.com