FAQs

How to get started...

1. How do I register?

Registering is simple and straight forward. You can register at the beginning or at any time whilst shopping by selecting ‘Sign In’ in the top right hand corner and enter your email address. Alternatively, you can register at the checkout before finalising your order.

2. I can’t remember my email address to log in?

If you have forgotten your email address please contact the store for assistance.

3. How do I find products?

There are two simple ways to find products. You can either browse 'Categories' by selecting the relevant category on the left hand side of the page.

Or, you can search for products by name. Simply type a products name into the search box and press enter or click on the search button to display a list of products matching your search. 

4. How do I see what’s in my shopping trolley?

On the right hand side of the screen the shopping trolley shows the most recently added items in your shopping trolley. To review the whole trolley or edit it, click on ‘Review Order & Checkout’ at any time. You can return to shopping after viewing and making any changes to your trolley.

5. How do I order random weight products?

Some fresh produce, meat and deli lines are sold by the piece, others are sold per kilogram.

Where items are sold by the piece, you can either select the ‘Add’ button multiple times until you reach the desired quantity, or type in the desired quantity and press ‘Add’. Popular lines such as bananas, apples and other items can be purchased in multiples of units however they will be charged per kilogram. The online store shows the price per kilogram but an average price per item which is how you will be charged online. When the products are picked and packed in-store you will be charged per kilogram.

Where items are sold by the kilogram, you need to enter the desired weight in the quantity box. For example, for 500 grams of leg ham, enter 0.500kg.

The Happy Apple will calculate the actual weight of the item when the order is picked and processed. Therefore, the total price of your order may vary from the total listed at Checkout. If you have any special requirements for weighted products, for example “Please do not go over my weighted quantity; ensure the quantity is the same or less than on my order never more”, please enter this in the ‘Special Instructions’ section at the Checkout.

6. How do I find the weekly specials?

Specials are easily identified. On the left hand side in the category menu there is a dedicated category for Specials. In addition, when searching for products or navigating through the site, a refinement button is located at the top of the product list that allows you to refine your selection to just show items on special.

All items on promotion are displayed in the ‘Specials’ category which can be selected on the left hand side of the page. In addition, when searching or navigating through the site items on special are clearly marked.

7. Are online prices the same as in-store prices?

Yes. The Happy Apple uses the same in-store pricing online; there are no additional charges on individual products, unlike many other online stores that add additional mark-ups to their products. The only additional charges are picking and delivery fees if applicable which are clearly outlined so you know exactly what additional costs you are being charged.

Please be aware that pricing can change from day to day in-store; however the online price is updated daily.

You will always be charged the price quoted online at the time of checkout.

8. Can I order Alcohol or Tobacco products?

Yes you can order alcohol products but we do not sell tobacco online. There must be someone over the age of 18 home to receive any delivery with these products. You must also verify your age when registering your account to access alcohol  products.

The legal age to purchase alcohol and tobacco is 18 years. No one under this age may place or receive an order with these products. The Happy Apple staff will require photo identification of all customers receiving alcohol and/or tobacco products who appear to be under the age of 25.

‘It is an offence to sell or supply Liquor, Tobacco or Tobacco Products to persons under 18 years of age, or to obtain such products on their behalf.’

9. How do I update my account details?

To update any of your account information, click on your name on the right hand side of the site above the shopping card. Select ‘Contact Details’ to view your account information and make any changes required.

Deliveries

1. Does The Happy Apple offer home delivery?

Yes, The Happy Apple is pleased to offer customers who order online home delivery, depending where you live prices start from $12 + GST.

2. What hours are deliveries available?

Home delivery is available between 8am and 8.30pm Monday to Friday (excluding public holidays) and between 10am and 3.30pm on Saturdays depending on your location. Instore Pick Up is available between 9am and 8pm Monday to Saturday and 10.30am to 9pm on Sundays in Ascot Vale and Seddon.

3. How is a delivery order processed?

Once your order is placed, a staff member will handpick your order within the store. Once the order is finalised, delivery is arranged within your nominated time slot. Once your delivery arrives, you are presented with a full tax invoice. You may also be required to sign for your goods.

4. Who can accept a delivery?

The person receiving the goods must be over the age of 18, regardless of whether or not liquor is included in the order. If liquor products are included in the order, photo identification may be required as per legislation.

5. How do I choose a delivery time?

At checkout, simply select ‘Delivery' under the ‘Pickup or Delivery’ heading. Then choose a convenient date and time to have your goods delivered. 

6. What are the delivery order cut off times?

Depending on your location you will have different time slots available to you at the check out, these also have varying cut off times. When we are excpetionally busy we may reach capacity which will mean the cut off times are earlier however during normal circumstances our cut of times are:

To receive your order in the time slots beginning at 8am you must place it by 12.30pm the previous day

To receive your order in the time slots beginning at 11am you must place your order by 6am the same day

To receive your order between the time slots beginning at 2.30pm or 4.30pm you must place it by 12.30pm the same day

7. How far in advance can I place an order?

You may place your order up to ten days in advance, however if you would like to be even more organised and place it further in advance please call us and we will be able to help you.

8. Can I change my delivery time?

Unfortunately once your order is submitted it cannot be modified or changed online. However if you do need to make any changes to your order including the delivery time, please contact the online team to discuss.  

9. How do I edit my recurring order?

You can edit your recurring order up until the cut off times outlined in question 6. If you do not edit your order the recurring will automatically be checked out and processed for delivery at the cut off time.

10. What happens if I am not home when a delivery arrives?

If there is no one at the delivery address we will endeavour to contact you on the number provided. We will deliver within your chosen timeslot and it is your responsibility to ensure that you are there to recieve your order during this time. If you are not in to recieve your order our delivery team will leave the order for you in a safe place at your property as outlined in our terms and conditions.

10. What is the returns policy?

The Happy Apple holds very high standards for the quality of products we sell. If you receive a damaged or faulty item, are unsatisfied with the quality of any goods, please contact the store within 8 hours and we will, at our discretion, provide you a refund or replacement. You must provide the original receipt in order for us to be able to provide a refund or replacement.   

11. What if my delivery is late?

The Happy Apple endeavours to meet the preferred delivery times as selected by our customers. However due to unforeseen circumstances delivery times may differ from the selected window. If this does occur, The Happy Apple will attempt to contact you to advise of any delays.

12. What should I do if items are missing in my order?

If items are missing from your order, please contact the store within 8 hours after checking the receipt we provide you as we will not charge you for unavailable or out of stock items.

Collecting an order

1. How do I arrange for an order to be collected?

At checkout, simply select ‘Pickup’ under the ‘Pickup or Delivery’ heading. Then? choose a convenient date and time to collect your goods.

2. Is there a fee for collecting my order?

No, all orders for in-store collection are FREE.

3. What are the cut off times for placing an order for collection in-store?

To collect your order in store you must place your order 3 hours before your selected time slot.

      4. Where do I collect my order from?

You have 2 options to collect your order:

Orders are collected from the front of the store. Please speak to one of our friendly staff who can help you when you're in-store.

Or, give us a call and drive through Dutton Lane (Ascot Vale) or Vida St (Seddon) to the back of the store and we will meet you with your order and you will not have to worry about parking.

5. How do I pay for my order?

Credit Card payment is available when paying online for your order for either home delivery or collection.

Orders & Payment

1. Can I modify or cancel my order once I have checked out?

Unfortunately you cannot modify or cancel your order online once the order has been submitted. Please contact the store directly for any modifications to your order, delivery or to cancel.

2. Can I save my order and complete it later?

Yes you can save your order, provided you have registered and logged on. In addition, your order is automatically saved so if you accidentally close your web browser the order will be retained.

3. Is there a minimum order amount?

Yes, The Happy Apple has a $35 minimum order.

4. What will The Happy Apple do if an item is out of stock?

Sometimes, products are unavailable due to unforeseen circumstances. If this does happen, you have a choice to have your unavailable product substituted for a similar product or not. At checkout, simply select ‘Allow Substitute Products’. In the instructions box, you can specify any requirements, such as “Do not substitute with home brands”.

If a product is unavailable and you do not want substitutions or there is no substitute available, you will not be charged for that item. If a product is substituted you will be charged the substituted product price.

5. Can I order large quantities of products?

If you require large quantities of products, we ask that you phone the store first to check stock availability. If stock is not available, in most cases we will be able to order the products in and advise on an estimated arrival time.

6. How do I finalise my order?

When you have finished your shopping and are ready to proceed to the checkout, simply click ‘Review Order & Checkout’ on the right hand side above your shopping cart. From here you will be required to enter all the information to finalise your shop.

7. What are my payment options?

When you place your order online for pick up or delivery you will need to provide a credit or debit card. Payment will be taken from this card once your order has been picked and packed and the total cost has been finalised.

8. I need a refund for a product, how is this processed?

All authorised refunds are processed as a credit on your online Happy Apple account. This can then be redeemed from your next order with the Happy Apple Online.

9. Will the online price at checkout be the same when I make final payment?

In many cases, the final price on your tax invoice will differ slightly from the price quoted online at checkout. Reasons for the variation include:

• Variations in weighted products (for example fresh produce, meat and deli lines) from what you have ordered; although you can order a specific weight for a weighted item online, when your order is being picked we will attempt to get as close to this weight as possible but we cannot guarantee this exact weight.
• Product substitutions. If a product is unavailable and you are happy to accept substitutions, the final price may vary from the online quoted price.

10. Do I get a receipt or tax invoice?

You will receive a full tax invoice with your order when is delivered or when you collect it in-store. They are also available to view in your online account as a pdf.

11. Are my credit card details kept safe?

When you pay online, then your credit card details are protected by our secure payment gateway and not passed onto The Happy Apple at all.

If your question is not answered here please do call Kirsty on 0497772533 or (03) 9370 8426 and we will be more than happy to help you out.