FAQ's

Delivery:

What are your delivery costs?

Your delivery fee will be calculated upon checkout based on the distance to your postcode.

Can I change the delivery address once I've placed in my order?

For any delivery address changes, please contact us 48 hours prior to your scheduled delivery date. Surcharges may apply. No delivery address changes will be permitted on the scheduled delivery date due to delivery route arrangements. 

Do you deliver to me?

We currently deliver to over 550 suburbs across Sydney so it's most likely that we do!

To find out if we deliver to you, simply enter your postcode via our checker on the right hand side of the screen. If you are unable to place an order or checkout, please email us at [email protected] & we will do our best to accommodate your special request. 

Do you offer next-day delivery?

We offer next-day delivery to your door when you order by 2pm the day prior to your delivery date (except if we've reached full capacity prior).

Do you offer same-day delivery?

If you are located in Bankstown & surrounding suburbs, our express menu items are currently available for same-day delivery through Uber Eats, Doordash & Menulog any time between 5pm to 10pm. Stay tuned for more suburbs where FEEDEE Express will be available in the near future!

What time and days do you deliver?

We deliver 7 days a week (Monday to Sunday) across several time slots.

11am - 12:30pm                    
12:30pm - 2pm                   
4:30pm - 6pm                   
6pm - 7:30pm

If you would like to select a time outside these windows or if you require a specific time for delivery, our logistics team can arrange your order to be delivered within a 30 minute window - please click here to select a priority & priority extra delivery time. 

Please note: priority delivery costs are applied on top of standard delivery charges. 

At this stage we are unable to cater for any delivery requests earlier than 11am.

Do you offer pick-up services?

At this stage, we do not currently offer pick-up services. We are working towards adding collection locations for you to pick up your FEEDEE orders and will ensure to update you as soon as they are made accessible. In the meantime, please enjoy our delivery services. 

Will my order be delivered on time?

Due to unforeseen circumstances that may arise, please allow your order to be delivered within 90 minutes of your selected delivery time by our third party logistics team. Your patience and understanding is appreciated during busy periods and wet weather days.

How do I know when my order will arrive?

On the day before your scheduled delivery, you will receive a text message on behalf of our logistics team with an estimated time arrival (ETA) with a live tracking link. The ETA will be updated in real time. To find out the real-time status of your order, please use the live tracking link provided in the text message sent to you.

To minimise delays & ensure a seamless delivery, please provide clear and specific instructions for our logistics team where the address is difficult to access. For convenient delivery, please specify your unit number and floor, hotel parking or meeting spot at a public space in the check-out notes section.

What if I am not home for delivery?

All orders require a signature upon delivery - please ensure that someone will be present at the address & time-slot for which you have selected for your delivery. If no-one is home, our delivery drivers will be forced to return your order. We cannot accept orders that require us to leave the food unattended & thus these orders will be subject to cancellation.

Security and Identification process

In compliance with our commitment to maintaining the highest standards of service and security, we have established a protocol for handling big orders ($500 and above). Within 48 hours of order placement, we will initiate a confirmation call with customers, during which they will be advised that their driver's license must match the credit card used for the order upon delivery. Additionally, management reserves the right to cancel orders deemed suspicious or potentially fraudulent, with our Feedee team promptly notifying clients of any such cancellations. To further ensure order authenticity, customers may be requested to provide a copy of their ID via email within the 48-hour window.

This policy aims to enhance customer satisfaction while safeguarding against potential risks associated with fraudulent activities. We understand the importance of privacy and data security and assure our customers that all information provided for verification purposes will be handled with the utmost confidentiality and in compliance with relevant regulations. Our commitment to continuous improvement means that these policies are subject to periodic review and updates, which will be communicated to customers in a transparent and timely manner.

Should customers have any questions or concerns regarding this policy or its implementation, our customer service team is readily available to provide assistance and clarification.                   

 

Payments:

Do you take on the day payments?

We do not currently offer on the day payments. Full payment must be made at the time of placing your order online.                    
 

Refunds & Cancellations

Can I make changes to my order?

If you need to make any changes to your order, please contact us as soon as possible & we will do our best to accommodate your request!                    

Order adjustments including cancelling select dishes or reducing quantities are not permitted due to supplier & kitchen arrangements.

Can I cancel, refund or reschedule my order?

- Cancellations within 24hrs of delivery will not be refunded            
- Cancellations made outside of 24hrs and under 48hrs with a value of less than $500 can receive a FULL refund            
- Cancellations made outside of 24hrs and under 48hrs with a value of more than $500 will receive a 50% refund

- There will be a 2% surcharge on all refund and cancellation orders            
All cancellation requests for Monday orders must be received no later than 2pm the Friday prior                

Note: prices may increase overtime due to increases in production and supplier costs. Due to this, new prices will apply to all orders thereafter. i.e. if you have received a credit for an order that you have cancelled with more than 72 hours notice and would like to use your credit to place the exact same order for a future date, any price increases will apply to your order. Credits must be used within one transaction only. 

Dietary Requirements

Do you cater for specific dietary requirements?

Yes, we do! All Halal, Nut Free, Dairy Free, Gluten Free, Egg Free, Vegan & Vegetarian options will be indicated in our menu descriptions.

For a full list of our dietary & allergen information, please click here.                   

If you have a query regarding specific dietary requirements, please feel free to contact us & we will do our best to accommodate your request!

How about allergens?

Please be aware that all our items may be manufactured on equipment that processes egg, wheat/gluten, soy, milk, tree nuts, peanuts, fish, shellfish, sesame, lupin and sulphites. Even though an item may be listed as free from a direct ingredient, we cannot guarantee against cross contamination. Be sure to check with us if you are unsure about any allergens.

Is your food Halal certified? 

Yes! We are halal certified. All Halal options are clearly labelled for your reference under each of the food descriptions. All non - halal food items are cooked in a separate kitchen using separate cooking utensils. If you would like to see our halal certificate, please email us at [email protected]