Frequently Asked Questions

General

 

How does the Additive Free Marketplace work?

I have been listening to the needs of the Additive Free Kids community.  The community has told me for years that they want to buy additive free products, but are often overwhelmed, don’t know where to find them and are time poor to do the research.

Whilst travelling around Australia recently I had the idea to connect all the additive free brands that I love with my thriving community that are seeking these products.  My travels around Australia have highlighted to me that we have an abundance of amazing manufacturers that are doing the right thing, using quality ingredients, are transparent in their labeling, but not enough people know about these great products.

Through the Additive Free Marketplace I have done all the hard work for you, I have brought all these suppliers together in the one spot so that you can have access to additive free food, anytime and anywhere!

Once you buy from us, the supplier will send you your items directly.

How can I sell my products on the Additive Free Marketplace?

We are always on the look out for great additive free products!  Visit the Marketplace page on our website and scroll down to Sell with us.  There you will find how to register to become a seller and the Seller Agreement.

What makes the Additive Free Marketplace so different from other online food delivery services?

The Additive Free Marketplace is the only place you can find additive free products all in the one place that have been screened and reviewed by Additive Free Kids on your behalf.  We have taken all the hard work out of additive free living and reviewed the products for you.  You will only find products on the Additive Free Marketplace that I am happy for my children to use.

The Additive Free Marketplace connects you directly to the suppliers.  When you buy a product from the Additive Free Marketplace you are rewarding the suppliers directly and voting with your dollar for the future you want to see.  You are purchasing directly from the supplier, the money goes directly to them (minus a small commission so that we can continue to provide this service for you) and they post your products direct to you.  Please keep in mind that you will receive packages from each supplier that you order from.

I need to change my email address, how can I do this? 

You can change your email address from your Dashboard page.

1. Once logged into the Additive Free Marketplace – Go to the Account Details tab.

2. Change the email address that appears towards the top of the page.

3. Type your password in to confirm it.

4. Click Save Changes.

How do I change my password?

You can change your password from your Dashboard page.

1. Go to the Dashboard section and click on the Account Details tab.

2. Enter your current password.

3. Enter your new password, and then type it in again to confirm it.

Note: Password must be at least 10 characters long and must contain at least one of each: an upper-case letter, a lower-case letter and a number.

4. Click Save Changes.

Do you have any gluten-free foods on the Additive Free Marketplace?

Yes, we have many specialty products on the Additive Free Marketplace including a range of gluten-free foods to suit individuals with special dietary requirements.  To find gluten-free products please apply a tag filter on the product list page.

Do you have certified organic food on the Additive Free Marketplace?

Yes, we have certified organic products on the Additive Free Marketplace.  To find and buy organic food online at the Additive Free Marketplace please apply a tag filter on the product list page.

I would like to chat to someone about ordering on the Additive Free Marketplace, do you have a contact number? 

The Additive Free Marketplace is an online model that has been developed to help as many people as possible find additive free food anytime, anywhere, as a result we do not have a hotline.  If you are unable to find the information you are seeking on the Additive Free Marketplace please contact us via our contact page on the website with your questions and we will respond to you as soon as possible.

An additive free product that Iove and regularly order is no longer available?

Many Sellers on the Additive Free Marketplace offer seasonal products and will be made available when it is in season again.

Orders

How long will my order take?

We have brought you the Additive Free Marketplace to connect you with the suppliers that are doing the right thing, using quality ingredients and are transparent with their labelling.  We know it is important for you to be able to access additive free food anytime, anywhere.  When you shop at the Additive Free Marketplace, you are buying straight from the suppliers.  We have asked our suppliers to ship to you within 2 business days.  Our suppliers aim to ship your order promptly unless otherwise stated in their store on the Additive Free Marketplace. In peak times such as Easter and Christmas, you may need to allow extra time.

I would love to buy multiple products from different suppliers on the Additive Free Marketplace in one transaction, can I do that? 

Yes you definitely can!  Each supplier offers some amazing incentives to buy in bulk from them and reduce your shipping costs too!

How can I get in touch with a supplier?

You can contact a supplier easily.  Each product page has a Seller Information tab under the product picture with a form to contact them directly.  Alternatively you can search for your supplier in the Store List, under the Marketplace tab on the website.

If you navigate towards the bottom of the page you can see a header “Contact Seller”. Input your name and email address, write your message and press “Send Message”.

You will see that your message has been sent with the message ‘Email sent successfully’ appearing.

Why am I receiving multiple parcels if I only placed one order?

We bring lots of independent suppliers together online, so you have one easy place to buy from them all.  This is what the Additive Free Kids community have been craving for!  We don’t have a warehouse or a logistics team.  You purchase through our site, the order is passed onto each supplier to make and ship to you themselves.

Can I change my order after I have checked-out?

Once you have processed your transaction and paid for it via Paypal, we are unable to add further items to it, even it if hasn’t been shipped.  If you would like to add more items to your basket after check out it will be as a new order.

I would like to sample a product before I purchase – can I do that?

You have a direct relationship with the suppliers on the Additive Free Marketplace and they will send your purchases direct to you.  As such we don’t have a centralised area from which we can send samples.  You can take comfort in the fact that each product that appears on the Additive Free Marketplace has been tried and tested by my family.  The best way to try the products on the Additive Free Marketplace is to buy a small quantity to begin with or share an order with a friend and then a larger quantity when you have experienced the product.  Each product on the Additive Free Marketplace has a “Reviews” tab that you can read prior to purchase that can assist you in your purchasing decision.

Do I need a PayPal account to purchase products on the Additive Free Marketplace?

You don’t need to have a PayPal account.  You can use either a credit or debit card to pay for purchases via PayPal too.  PayPal is the payment gateway w us to process all types of payments.

Help! I’ve entered the wrong shipping address! 

No problem! Easily solved.  Sign in to the Additive Free Marketplace, search the for the supplier and send them a message with your correct address.

Can I order over the phone?

The Additive Free Marketplace is an online marketplace.  Our system is set up to receive orders and to pass them on to our suppliers through our website, which means that we aren’t able to take orders over the phone.  If you are having trouble placing an order on the internet, share you order with a friend.

Delivery

Where is my order?

We bring lots of independent sellers from around Australia to the Additive Free Marketplace.  All their products are different (which we know you love!) and given that they are all shipped from different places they may not take the same time to reach you.

  • If the seller has sent your item with a tracking number, you can log on into your account and the tracking number will be listed in your order details.  Click on the tracking number to follow your additive free parcel’s progress.
  • If your order doesn’t have a tracking number, the estimated dispatch and shipping time will be listed in your order details and on the shipping email you received.  Shipping within Australia will usually take 3-7 working days.
  • Are you additive free goodies sitting at the post office waiting for you? Sometimes delivery cards can go missing and your parcel has been waiting for you all along!
  • If you still aren’t having any luck, contact the Seller via the contact form on their Store Front and they will be more than happy to help you.

Delivery times

Unless otherwise specified on the product page, items will normally ship within 2 business days of receipt of your order.  If you live in Australia, you can expect your ordr to arrive within 1-7 business days (from date of dispatch).

Where are the items shipped from?

Our suppliers are based all around the country, whether it be a remote farm in rural Queensland to a bustling suburb of inner city Melbourne.  The suppliers have been requested to display where the products will be shipped from on each product displayed on The Additive Free Marketplace.

How much does delivery cost?

Most of our sellers offer FREE shipping Australia-wide if you spend over their threshold amount.  You will be prompted at the  checkout to remind you that FREE shipping is available if you are close to meeting the criteria.   We know that you would like to keep your additive free goodies on hand all the time and we know that you care about the planet too, so we would love to encourage you to buy in larger quantities with others in your community to to keep the delivery costs low and minimise the amount of packaging that is consumed.

Does the Additive Free Marketplace ship overseas

We would love to fulfil international orders but do not currently offer this service.  Due to the nature of perishable products and the complexity of quarantine restrictions we do not ship outside Australia at present.

Why are there different shipping rates for different sellers?

The Additive Free Marketplace offers a large range of products for sale.  These products could be from the far north Queensland, to trendy Melbourne or out West.  The shipping rules are set by the Seller based on their location in Australia and their average shipping weights for products offered in the Additive Free Marketplace.

Please take note of the special shipping options that are available to you in the shopping cart for each seller.

Returns

What’s your return policy?

You can find our returns policy here.

Do you accept change-of-mind returns?

Due to the perishable nature of our food products, refunds/returns are not available for change of mind.  However, if you believe your product is damaged or have any issues with your products, please contact us and we will get back to you as soon as possible.

Digital products (MP3s, e-books and e-courses) are NOT eligible for refunds after they have been accessed, except as required by Australian Consumer Law.

Do you offer free returns?

While most of our sellers offer FREE SHIPPING if you order over their threshold amount, the fact that they are a small business means free returns isn’t an option for them currently.

My order arrived damaged and unusable

Oh no! Please take a photograph or two of the package and products showing the damage.  Email the Seller advising them of what has happened.  They will ask you to email through your photos and will organise a replacement for you.

What is the best way to return an item?

Ensure the products are padded as well as you are able, whether it is using bubble wrap or any other extra padding you can include, especially if the product is fragile.  Cardboard backing may be useful if the item can be easily bent.  We also suggest you use a trackable service too..

In the event that a refund is required, the products being returned must be returned in the same condition it was received. Items must be returned complete and undamaged.

Please include a copy of your invoice or packing slip.  If you do not have either of these, please include your first and last name, shipping / billing address, email address and phone number.  Return the goods to the Sellers address as listed on the Additive Free Marketplace. It is your responsibility to ensure that returned goods are received by the Seller.

How much time do I have to return an item?

You have 30 days to let us know that you’d like to return it, then 10 days to post your item back after you have been in contact with the Seller and agreed the return can go ahead.

How long will it take to receive a refund?

We will process your refund as soon as the Seller has received your item(s) safe and sound.  Refunds for the price of the product will usually be made within 7-14 days.  Refunds are made to the Paypal account supplied.