Frequently Asked Questions
Discuss your order over the phone?
If you are waiting on a delivery or have an urgent issue.
Please call the office on 03 7018 2552 and our friendly team can assist. Sometimes if there are busy loading docks in the city offices buildings or parking issues this can make us delayed. Please be kind and understanding to our drivers.
Do you have a Menu?
Yes, to view our everyday items please click here.
Do you cater for functions?
Absolutely! Please fill out one of our Event Enquiry Forms here and we will get back to you as soon as we can with a quote. Please note that we require at least 7 days’ notice.
I have guests who have special dietary requirements, can you cater for them?
Yes, we have a selection of items that are suitable for a range of dietary requirements such as Vegan, Gluten Free, Lactose Free etc. Specific items can be found on our Menu under the ‘Special Dietary Menu’ heading however if you are unsure or cannot find an item you think is suitable, our office staff will be able to give you some advice and we will try our best to accommodate to all needs.
Please note for guests who have allergies, we are an open kitchen therefore, although we will put all measures into place to ensure products are kept separate, we cannot guarantee that there won’t be traces.
Can I amend the products?
We always try our best to accommodate and will take all enquiries to the kitchen to see what can be done. If amendments cannot be made, we will suggest alternatives to make sure that all are catered for. Please email us if you need to adjust your order. firstname.lastname@example.org
How will my food be presented?
Your items are presented on disposable platters with lids. Disposable platters will be automatically chosen unless otherwise specified when placing orders via email or over the phone. For cocktail events or if requested we provide platters for a more formal event.
Please note white melamine and ceramic platters will need to be collected; when they are ready for collection, please contact our office and we will arrange for a member of our dispatch team to come and collect them within two business days. If you require collection to be at a specific time and date, please let us know prior delivery so we can make the necessary arrangements.
I’m a new customer, how can I make my first order?
To place your first order, you can request a quote via the quote page on our website or email us email@example.com . All email requests will be reviewed by our office staff before a confirmation email is sent.
Please note all Private customers must pay their orders upfront.
Can I request a quote?
Sure! Please email firstname.lastname@example.org. We do not provide over the phone quotations or bookings. Please include your company details, date, attendee numbers, dietaries if any and any other relevant information so your quote can be done fast and effectively.
When can I place an order?
All orders must be emailed via the quote page on our website or by emailing email@example.com to check our availability and capacity. We will advise you quickly if you cannot cater for you or provide you with a quote. After the quote is accepted in the time frame, we will then send a confirmation email, followed by an invoice. All of our payment terms and listed in the emails.
Will my food be delivered hot?
Of course! All hot items are transported in Hot Boxes. We try best to minimise heat loss, but as you can understand this can happen.
Will plates and cutlery be provided?
Disposable cutlery are only provided for the Main Serve Salads, however disposable or ceramic/stainless steel and crockery will need to be ordered separately for all other items. Serviettes are provided for a charge. Please advise us in your quote request if you require these extras.
Will my order come with serving utensils?
No, these will need to be ordered separately. If you have a formal event and require platters/tongs ect you need to specify this in your quote request.
Can I make changes to an existing order?
If you would like to make changes to your order, you may do so 1-2 days before in most cases; there are some items that have a notice period therefore changes may not be made if the kitchen has already started preparation. This also applies to functions or large orders. Please email us firstname.lastname@example.org and we will try our best to accommodate.
I need to cancel my order, how can I do this?
All cancellations must be emailed, to which you will receive a cancellation confirmation email if it has been approved. We will contact you if we are unable to process the cancellation. Please refer to our Terms & Conditions for our Cancelation Policy.
When can I receive a delivery?
Weekdays, anytime between 07:30am – 5:30pm. Weekend delivery times and fees are available when ordering. Deliveries or pickups required outside these hours will be subject to an additional charge. Please enquire with our office staff to see if we can accommodate.
Is there a delivery fee and a minimum for how much I can order?
For all deliveries within the CBD Area:
WEEKDAYS: $300 minimum – delivery fee $25.00; Free delivery for orders over $200
SATURDAYS 07:50am – 12:30pm : $95.00 Surcharge & $500.00 minimum
SATURDAYS 2:00pm onwards: $100.00 Surcharge & $2000.00 minimum
SUNDAYS 07:50am – 12:30pm: $125.00 Surcharge & $500.00 minimum
SUNDAYS 2:00pm onwards: $200.00 Surcharge & $2000.00 minimum
If you are located outside of the CBD area or are unsure, please contact our office.
Why has my order been delivered early?
If you have only cold items included in your order, they may be delivered 60 minutes prior to the requested time. If you have hot items included in your order, they may be delivered 15 minutes prior to the requested time. However, we will always endeavour to deliver when requested.
Who can I contact after hours?
For any emergencies out of hours (7:30am – 5:30pm), please call either 0413 495 108. Please do not call these numbers during work hours; please call the office on 03 7018 2552.
How can I make a payment?
Once the delivery has been made, an invoice will be sent and payments can be made either by Eft transfer or by credit card by clicking the BLUE pay now button on the invoice. A receipt will be emailed to you. Please note that for all credit card payments, there is a 2% surcharge.
Do I need to pay a deposit?
For all function bookings made up until 2 weeks prior to the event, you will receive an invoice for a 50% deposit which will need to be paid within 1 weeks of the event. If your booking is confirmed 1 week prior to the event, we will require full payment upfront. Please notify email@example.com of any payments made.