Frequently Asked Questions – All your answers here

I have questions about Membership

Q: What is Aussie Pack?

A: Aussie Pack is Australia's leading Australia Product and Australian food shop online and subscription service. With our Monthly Aussie Pack Box, you'll receive yummy Aussie Pack chock filled with Australian Products for only $49.95 per month. Each month will be a different mix of chocolates and other Aussie favourites to get you through the month while you’re living away from home.

Q: Is Aussie Pack for me?

A: If you miss Australia and love Australian products each month delivered directly to your door then this service is for you!

What about the Subscription?

Q: Can I choose the types of Australian Products that I receive?

A: No, the Aussie Pack is a surprise every month. We want our members to get a surprise every month when your Aussie Pack arrives.

Q: Do I receive sample products or full size products?

A: Each month your Aussie Pack is packed with full size products – we don’t do samples here! Only the best for our Aussie Packers!

Payment Questions

Q: Can I use PayPal for my Aussie Pack subscription?

A: Yes. PayPal can be used to pay for your subscription.  We also use Stripe for secure credit card payments.

Q: Do I have to reorder every month?

A: No, once you are a member your Stripe credit card / PayPal account is debited and your Aussie Pack is sent automatically every month.

Q: How can I update my personal / payment information?

A: You can update your payment and personal information by logging into your paypal account and updating.

Q: Is the payment automated?

A: Yes. Your Stripe credit card / PayPal account will be debited at the beginning of each month.

Q: What if I want to cancel my subscription?

A: If you subscribed with PayPal, then you simply need to log into PayPal and cancel your subscription.  If you subscribed using Stripe, then an email to munchies@aussiepack.com with a request to cancel will get it cancelled straight away.

Q: What if my payment fails to process?

A: We will send you an email notifying you of the declined payment. It is up to you to keep your credit card or PayPal details up to date by logging into your account online and clicking: Update Payment Info. This will mean that you will miss out for the month, Sorry.

Can you personalise my pack?

Q: Can you provide me a personalised Aussie Pack?

A: Yes, if you have a particular brand of product that you would like sent to you, we can do this for you as one of our valued customers.  Please contact munchies@aussiepack.com to make your request. We will take your request and provide you a quote.

If you have an Aussie company that you would like to support, please let them know of Aussie Pack. We are always happy to support local products.

What about Shipping?

Q: How will I know if my monthly Aussie Pack has been sent?

A: We keep you updated via our Facebook page as well as send you an email which will advise you once it has left Australia.

Q: Can you send to a PO Box?

A: Yes, we can.

Q: How long does shipping take?

A: As we ship using International Standard through Australia Post, please allow up to 14 days for your Aussie Pack to arrive. Occasionally it takes longer for boxes to be delivered to regional and rural areas.  If your box has taken greater than 14 days since you received the email please fill out our Missing Box Form

Q: How much is shipping for my Aussie Pack subscription?

A: Your shipping is included in the subscription price to make it easy.  With so many different countries receiving our packs, it’s a pain in the neck to have to break postage prices down per country.

Q: When will the Aussie Pack be sent?

A: We ship our boxes in the middle of the month. This means that you should expect to receive your box towards the end of each month.

Q: Where should my monthly Aussie Pack be sent?

A: We use Australia Post International shipping and if you ship to your home address, your box may be left at your front door, otherwise your postie may leave a card advising it is awaiting collection at your local post office. This is dependent of course on your country.

Q: What should I do if my box doesn't arrive?

A: We use Australia Standard Post so please allow up to 14 days for it to arrive. If after this time it still hasn't turned up, please check with your local Post Office. Sometimes the postie fails to leave a card, or it gets misplaced and your parcel is waiting to be collected. If your box isn't at the Post Office please fill in our Missing Box Form.

Q: I forgot about my monthly box and have only just realised it didn't arrive! Its been over a month since it was shipped. What happens now?

A: You will be notified as soon as your box has been shipped. It is then up to you to make sure you are available to claim your parcel from the postie. If you don't receive your box after the 14 day delivery time, and have checked in at the local Post Office, make sure you contact us at munchies@aussiepack.com within 2 weeks (between the 1st and 14th day of the following month). After this time, we cannot issue any further advice regarding your missing box.

Q: Do you reship any boxes that are returned to your warehouse?

A: It is up to you to ensure that your shipping details are correct as well making sure someone is available to receive your parcel.. If we receive a Return to Sender package for you we will reship your box, upon confirming your shipping details, for a small postage and packaging fee of $29.95. If you do not respond to our email within 5 business days then your box will be placed back into stock.

Q: One of the items has melted inside the box and has covered everything in a sticky mess. What should I do?

A: We understand that this sometimes happens because the postie isn’t always gentle with parcels! Please send clear photographs of the box EXACTLY as it was when you first opened it to munchies@aussiepack.com within the first days of receiving it. This is important in helping us to help you.

If the majority of the other items in the box can be wiped-down and are still usable - we will offer you some assistance or compensation for the inconvenience. Otherwise we'll work together to find the solution that works best for you.

I would like to Cancel...

Q. How can I cancel?

A. You may cancel your monthly subscription at any time by logging into your account at PayPal and selecting cancel subscription.

If you subscribed through Stripe, then a simple email requesting cancellation will sort this out for you.

Your cancellation request must be received before the last day of the prior month for the cancellation to take effect. If your cancellation is requested at the beginning of the month, then that month will be your final month and cancellation will be applied after you receive your current month's box.

We are also able to put your membership on hold if you are going on holidays or you would just like a break (just remember to email us when you would like your membership to become active again).

How do I contact Aussie Pack?

Q: How can I get in touch with Aussie Pack?

A: For all enquiries, please drop us an email to munchies@aussiepack.com  and a member of our team will respond to your enquiry within 48 hours. We don’t like to leave you hanging!