FAQ's
Placing Orders
Our friendly team is here to assist you in any way that we can!
If there is something we have not covered here, please do not hesitate to contact us or email your query to [email protected].
**If you do not receive a reply from us, please check your spam or junk folders*
Placing Orders -
How do I order?
To place your order online, please follow these steps:
1. Click here to get started & browse through our menu!
2. 'Add to cart' all the items you wish to order
3. Click on the shopping bag icon in the top right or ‘Go to checkout’
4. If you have a promo code, please enter it in then click 'Apply' in order to redeem
5. Create an account, login or use guest checkout to continue
6. Enter your contact, delivery & payment details
7. You will receive a confirmation email from us once your order has been submitted!
If you have require assistance with your online order, please email us at [email protected] & we will get back to you as soon as we can (please note that our standard response time may take up to a few hours).
Can I customise/ swap out items from a bundle?
All items in bundles are set and cannot be customised/ swapped for another item.
Can I get my order delivered before 11am?
We are unable to deliver anytime earlier than our usual 11am - 12:30pm time slot.
Can I make changes to my order?
If you need to make any changes/add to your order, please contact us ASAP and we will do our best to accommodate your request. We will not accept any changes after cut-off dates. Order adjustments including cancelling select dishes or reducing quantities are not permitted due to supplier & kitchen arrangements.
Why can't I see any emails from FEEDEE?
Gmail, Yahoo!, Outlook.com and AOL users: Please add [email protected] to your address book to ensure that you are receiving important email communications regarding your orders.
Some service providers employ filters that automatically block our email communication to you.
Is there a minimum amount for my order?
There is a minimum spend of $150 on all Monday to Friday orders and $250 on Saturday & Sunday orders.
How much notice is required before placing an order?
Order by 2pm for next-day delivery (except if we've reached full capacity prior). Please note, some items may require 2 days' notice and for certain public holidays or large orders (above $2000), 3 business days' notice is usually preferred. Late orders are based on availability and a choice of all menu items may not be available. Late orders submitted after 2pm for next day delivery will require approval from our catering and delivery team. If approved, a surcharge may apply.
For orders totalling over $2,000, we require a minimum of 3 days notice. Please note that a 5% surcharge applies for these large orders. Our friendly staff will contact you once you have place your order for over $2,000 to apply the 5% surchase prior your order being deliverd.
Can I order drinks only?
Please note that drinks can only be ordered in conjunction with food. Orders that contain just drinks will be subject to cancellation.
The Food & Dessert portion has to be more than alcoholic spending.
Can I add a personalized message?
Yes you can - Simply add your gift message at checkout and the team will print it out for delivery with the order to your recipient.
Promo Codes
$10 OFF YOUR FIRST ORDER:
Receive $10 OFF your first order when you subscribe to our weekly newsletter! Simply scroll to the bottom of our website & enter your email to join.
Terms & conditions for promo codes:
- - Your order must meet the weekday/ weekend minimum spend.
- - Promotion cannot be used in conjunction with another promo code/ voucher.
- - All offer codes are applied to the value of the order, excluding delivery costs
Delivery
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.
11:00am - 12:30pm
12:30pm - 2:00pm
4:30pm - 6:00pm
6:00pm - 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
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.
Do you take bank transfers?
We accept bank transfer as a method of payment on request. This will be applicable to corporate clients only.
Refunds & Cancellations
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
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]
How big are your boxes?
Our Regular boxes are 28cm x 28cm and our Large boxes are 36cm x 25.5cm.
What sizes are the boxes displayed on your website?
Majority of the items displayed on our website are in a Large size (rectangular box). Please refer to the measurements above for specific dimensions or contact our team if you are unsure about sizes & serving suggestions.
How do I check serving sizes?
If you are unsure about serving sizes, please refer to our estimate serving guide provided in the description of each menu item. Our serving sizes are a general indication and this number can vary depending on a range of factors - appetites, age (adults/children) or whether the dishes are eaten as a main or side dish, etc.
Do you provide cutlery?
Cutlery is not included with orders but is available to purchase here on our website.
Do you offer wait staff as a service?
Unfortunately, we do not have wait staff service available.
What happens if there is an issue with your order upon delivery?
In the unlikely event that there is an issue with your order, please call Feedee customer service on 0404 298 298 or email [email protected]. Please ensure photo evidence is provided. An issue will only be investigated if proof of fault is provided. In some circumstances, please note that due to kitchen and delivery arrangement, re-delivery may not be arranged however, we will do our best to have the issue remedied.
Will my food be delivered hot/cold?
All orders are prepared fresh on the day and is delivered ready to serve/eat. We keep the food in protective, thermal packaging during transit in order to retain freshness and heat/coldness as best as possible.
Generally, we recommend our food to be consumed within 30 minutes. If you wish to reheat your food, please refer to our Reheating Instructions supplied with your order.
Room Temperature:
All orders are prepared fresh on the day and are delivered ready to serve/eat therefore you are able to eat all of our items at room temperature (apart from the salads/or cold dishes to be kept in cool fridge).
If you do wish to reheat your food, we would only recommend reheating the rice/noodle/fried chicken/hot platters.
To reheat remove all plastic lids and cover the platter/tray in foil. Place in a preheated 180 degree
oven for 5-10 minutes until you have reached your desired temperature.
If you have any concerns or need more assistance with reheating information, please contact us at [email protected] or contact us on 02 7258 3445 Monday to Friday 10am to 5pm (exclude public holidays) and our service team will be happy to help.
What currency are the orders processed in?
All transactions are processed in Australian dollars.
For any other questions, please email us at [email protected]
