FAQ

You must place an order above the minimum order quantity required ($70).  Please check the delivery page for more information.  Once you have $70 or over in your shopping basket, you will have the option of free shipping as you check out. Kindly remember to order 1 week before your required delivery date.

Check our NDIS Meal Preparation and Delivery page for more information

Click on Login/Register button in the top right of the screen.  In the "I'm already a customer" section, enter the email address you use for your online orders. 
We recommend you then select ‘Forgot Password’ to be able to set up a password that’s suitable to you. 
We have also created a video to help you place orders with us. Visit the below link to find out more https://youtu.be/laTzyh3tpuk 

Your Customer Number is unique to you.  This allows Flagstaff Fine Foods to easily find and track all of your orders.

If you are a regular Fine Foods customer, you can contact our Fine Foods Customer Services team on (02) 4272 0270 who will be able to provide you with your customer number and the email address you used on your account.
If you are a new customer, or haven’t ordered from Fine Foods for some time, you can set up an account by clicking the Login/Register button.   

When you first log into the system enter your email, address followed by 'Forgot Password'. You will be sent a link by email.  Follow the instructions and this will allow you to set up a password suitable to you for all future orders. 

You will be able to reset your password by logging onto the Fine Foods website using your email and selecting the ‘Forgot Password’ link.  If you don't receive the password link by email, check your junk mailbox or call Flagstaff.

You can click on Login/Register to sign up for an account. You also have the option of checking out as a Guest should you choose to do so for quick orders.

Yes, Guest checkout is permitted.

Yes. If you are logged in as a regular customer, your previous orders will be in the My Account section accessible via the link in the upper right-hand side of your screen.
Order Templates for existing Wholesale Customers have been set up on the new website for your convenience.  You can find this by clicking the Account icon and selecting My Favourites List.

Payments can be made through PayPal.  However, PayPal can give you the option to pay by credit card if you wish to do so, even if you don't have a PayPal account. Note: that orders need to be made 1 week prior to delivery date.  This was done for your safety as we do not store your payment information.

Orders must be placed a week in advance of your desired delivery day/date.

Unfortunately, changes cannot be made for Retail and NDIS customers once orders have been placed.

Wholesale customers must contact our Fine Foods Customer Service Team on (02) 4272 0270 to discuss their options.

Please contact our Fine Foods Customer Service Team on (02) 4272 0270 who will be able to assist.

Please email our Finance team on accounts@flagstaffgroup.com.au who will be able to assist.

You must click on a meal in the list to view all the details of a meal including the Nutrition Information Panel.  You may also refer to the Fine Foods Meal Information Kit, a printable pdf file located under the information tab on the website.
We recommend you also check the label on your meals before consuming.

Once you have opened the Meal Information Kit you can easily search for your items by selecting ‘Ctrl’ and ‘F’ on your keyboard.

Flagstaff Fine Foods Accreditations can be found under the Information Tab on the website. Both our HACCP and NSW Food Authority Licence details can be found there.

Feel free to place your comments in the Contact Us section of the website.

Address details can easily be changed on the website. Changes can be made against your Customer Account.

Flagstaff news and tour information readily appears on our Social Media pages. Keep an eye out on Facebook and Instagram for these.  

The new Fine Foods website is compatible with Edge, Firefox and Chrome. Fine Food orders can be placed via desktop computer, tablet or mobile.  This has likewise been tested on an iPad with the Safari browser.  If you have issues with your system, please send an email to finefoods@flagstaffgroup.com.au

If you are a registered customer with an account id, the items in your basket will remain saved until the order is placed or the basket is cleared.

If you use guest checkout, details will be held in site cookies for a period of time and then cleared.

Yes. Items should remain in your shopping cart even if you close your browser or accidentally navigate away.

Unfortunately, not. All Fine Foods ingredients are carefully ordered in advance and follow strict portion control guidelines. We are therefore unable to swap out ingredients that are different to which is advertised.

No, you are able to order as little or as many meals as you like. Please note however that for your meals to be delivered a minimum order amounts of $70 applies.  

For order values under $70 total value, you have the option of picking up at our Main Office Unanderra. 

Home Care customers will need to call their Home Care Provider is they wish to purchase Fine Foods Meals. These Home Care Providers will then contact Fine Foods to set up an account.  For more information check out our Home Care Packages page.

Yes, to ensure quality of the food we deliver, and to cover overhead costs, an additional delivery fee of $10.00 will be charged if you are not home to receive your meals. Redelivery options apply to Retail customers only.

You will need to be home to receive the order. Delivery of meals must be accepted and signed for.

We do not offer a drop and run service. Due to food safety requirements, we cannot leave the meals at your front door unattended.

After one delivery attempt has been made, you will be notified to pick up your order from Flagstaff’s Unanderra Office where it will be kept for three days.

There are two materials used in Fine Foods packaging - Dualpak, which is made from paperboard with PET liner, and Pulp trays, which is made from wheatgrass pulp with PET liner.  These are recyclable, compostable and biodegradable.

Email confirmation of your order may take several minutes. Please make sure you check your Junk Folder before contacting our Customer Service Team on (02) 4272 0270.  You can also check your My Account page to check your order details.

We do not offer concession holder discounts at the present time.

NDIS customers will be able to select their meals via the new website but will be required to call to pay for their co-payment.

Once customers have hit the ‘Submit Order’ button they will need to contact the Fine Foods Customer Service Team on (02) 4272 0270 with their order number to make payment.

1.  Login
2.  Click Account > My favourites list
3.  Account > My Lists screen, click on an available list
4.  Click “Add selected to cart” button.

Yes, account orders can be saved as favourites for you to order again.

We recommend you contact Flagstaff with your new NDIS agreement a few days before placing your Fine Foods order with us.