FAQ

 

FAQs

 

What is ‘Gurans Grocery’

Gurans Grocery is an Online Grocery Store based in Sydney NSW. We also have a grocery outlet in Ingleburn NSW. Store address is U10/79 Williamson Rd, Ingleburn NSW

What kind of products do you sell?

You can choose from over 400 products spread across various categories such as grocery, fruits & vegetables, meat products, personal care products, baby care products and much more.

What cities and locations do you deliver to?

Gurans Grocery currently operates in Sydney NSW and only delivers to selected suburbs.

 

How do I place an order on Gurans Grocery online shop?

-          Visit www.guransgrocery.com.au and browse the product list on the left hand side or top section of the page. The search can be refined by typing in a product or brand name in the search box in the top right hand corner of the page. For information on the product click on the image for expanded information to be displayed.

-          Click Add to Cart to add you’re shopping to your basket.  To add more products click continue shopping.

-          When you have completed your shopping click proceed to checkout. Members of the Gurans Grocery Website can log in at this stage and your details will automatically completed.

-          If you are not a member you can register for free membership or checkout as a guest using your email address and contact phone number.

-          Enter your billing and delivery details click Next.

-          Choose your delivery method, and click Next

-          Choose your payment method, and click Next

Your shopping cart can now be reviewed and the full order with all costs can be seen.

Further delivery instructions or special information can be provided at this stage. In Order and Delivery Comments text box, you can enter such as the time frame you can receive your order or if you are not home at the time of delivery you can instruct the delivery person to leave your parcel at the door.

If you have any other comments then please let us know.

An order confirmation will be sent to your email, confirming that we have received your order. You may also get a payment confirmation email from PayPal. 

When does Gurans Grocery deliver?

Below is the list of suburbs with different delivery days and delivery charge.

There is no minimum order value for delivery. However, there is a delivery charge for orders as per below:

 

Zone 1

GLENFIELD                
EDMONDSON PARK           
AUSTRAL                  
LEPPINGTON               
EAGLE VALE               
AMBARVALE                
BLAIR ATHOL              
BRADBURY                 
CAMPBELLTOWN             
LEUMEAH                  
MACQUARIE FIELDS         
BARDIA                   
DENHAM COURT             
INGLEBURN                
MACQUARIE LINKS          
BOW BOWING               
MINTO                    
MINTO HEIGHTS            
RABY                     
ST ANDREWS               

 

 Orders> $59 – No Delivery Charge

 Orders < $59 - $6.50 Delivery Charge

 We have everyday delivery for this zone. Order received after 4 pm will be delivered next day.

 Delivery is usually done between 5 pm  - 7 pm. Please notify us in advance if there will be no one to receive the goods.

 

Zone 2

CASULA
CHIPPING NORTON           
HAMMONDVILLE
LIVERPOOL
LIVERPOOL SOUTH
LURNEA
MOOREBANK
MOUNT PRITCHARD
PRESTONS
WARWICH FARM

 

 Orders> $80 – No Delivery Charge

 Orders < $80 - $7.50 Delivery Charge

 We have everyday delivery for this zone. Order received after 4 pm will be delivered next day.

 Delivery is usually done between 5 pm  - 7 pm. Please notify us in advance if there will be no one to receive the goods.

 

What is Gurans Grocery delivery process?

Once order is placed online, the order is picked and packed, checked for quality, physical condition, etc. by a dedicated team of trained staff and then sent for delivery at your door step. Once the order leaves the store for delivery, a notification will be sent on your registered email address and mobile number. In case of any changes in the delivery schedule or ordered quantity, you will be notified well beforehand.

What if I'm not home to receive my order?

Once the order is dispatched from the store, a notification will be sent on your registered email address and mobile number. In case of non-availability at your residence, our Delivery Expert will try reaching you on the registered mobile number. The order will accordingly be rescheduled only after getting a confirmation from your end.

Can I change my order once it has been placed?

Yes, you can still modify your order once it has been placed. However, once the order has been dispatched from the store upon which a delivery notification will be sent on your registered email address and contact number, no further changes can be made in the order. In case you wish to remove certain products from the order, there always is an option of returning the products (Except Perishable products like Meat and Vegetables). In case you wish to order some additional products, you can always proceed placing a new order.

Can I place an order online and pick up my order from your store?

Certainly you can. Our store address is Gurans Grocery , Unit 10 / 79 Williamson Road, Ingleburn NSW. Please select Store Pick-up at the check-out page and give us some idea when you will be picking up your order so we can get it ready when you arrive.

What is your opening hours?

Our physical store which is at Ingleburn is open from 9.30 am  - 5.30 pm on weekdays and from 9 am  - 5 pm on Saturday. However, being an Online Store, we might not be there on some days. Therefore, we encourage you to give us a call before heading to the store to make sure someone is there.

What if I didn't like the quality of the products delivered to me?

We would request you to check the products while accepting the products during delivery. In case you are not satisfied with the quality of the products, please return those products to our Delivery Expert. A request for refund will be initiated and cash will be credited into your Gurans Grocery online account, which can be redeemed while placing orders the next time.

Can I cancel my order?

No return or cancellation is possible after accepting delivery. In case you would like to cancel the order for some reason, you can send us an e-mail on the 'Contact us' page with the following details: date of order, order number and reason for cancellation. Else you can call us for the order cancellation. We will cancel the order and process the refund.

What if products ordered by me are out of stock?

In a rare case, where products ordered by you are out of stock, we would be providing substitutes for the product unavailable. This substitute can be of the same variant but from a different brand. The decision for the substitute is taken by our Food Specialist who has a fair understanding of product catalogue. Our specialist will also suggest alternate products, in case similar products are not available, which could be delivered in place of the ordered products. In case, we are not able to offer substitutes, we will deliver the rest of the products at your convenience and process a refund for the out of stock products in case of prepaid order or modify the Invoice in case of postpaid orders. In case of alternate products selection, the cost of these will be adjusted against original payment received and the balance will be refunded back to you or any extra cost (after confirmation from you) will be collected in cash by our Delivery Expert or will be credited to your online Gurans Grocery account in case of Prepaid Orders.

In case you are not satisfied with the suggested substitute you can always return the product at the time of delivery.

I don’t see the brands that we use specially Rice & Flour

We are working on to keep as many brands as possible. If you still can’t find you favourite brand, we will get it for you. Just send us an email or give us a call and let us know what brand of rice you are after.

How can I pay for my Gurans Grocery orders?

We accept a wide range of payment options for your convenience:

Cash on Delivery (COD)

Credit Cards

Debit Cards

Net Banking

PayPal

All electronic payment information is kept strictly confidential and with the help of our payment gateway partners your transactions are conducted over secure SSL encryption technology.

Are there any hidden charges I should know about?

No, the price listed on the product page is all you pay. No additional sales tax, and no other hidden charges. Our philosophy is simple - What you see is what you pay!

Is it safe to use my credit/ debit card on Gurans Grocery Basket?

Yes it is absolutely safe to use your card on guransgrocery.com.au. 

How do I know the payment status?

It's easy you login to Your Account and view the Payment Status on your order in the My Orders section.

Do I get an invoice for my order?

You will receive an Invoice on delivery of the products as well as on your email. You can also login to Your Account and view the invoice on your order in the My Orders section.

How does COD (Cash-On-Delivery) work?

We offer COD to make your life easy. Simply place your order with us and pay for it when you receive your goods at your doorstep!

When and how will I get my refund in case of cancellation or product return?

You will get refund with-in 2 workings days. There will be a cancellation fee of 1.5% which will be deducted from your refund amount.

What credit cards do you accept on Card?

We accept Visa, Master card and American Express

I have received my order but there is problem with it, what can I do?

Once order is accepted by you, in case of any further issues with the order for the below mentioned reasons, please send us an e-mail at gurans.products@gmail.com or call us at 02 8740 5058 within 3 days of receiving the order and our representative will get in touch and guide you with further procedure accordingly.

Damaged/Expired product received.

Pricing Issue.

Other product related issues.

For quality control reasons we do not accept returns for any other cases except above. Returns cannot be processed if the product has been opened or tampered with. Thus we request you to maintain all original packaging in order to receive the refund.

How do I find the product I am looking for?

Type in a product or brand name in the search box in the top right hand corner of the page and click on search.

For detailed product information click on the image of the product or on product name to expand.

Can my delivery address be different from my billing address?

Yes. Your delivery address can be different from your billing address. However, you can only have one order, to one delivery address. Multiple delivery addresses cannot be entered for a single order.

What happens if I receive damaged or incorrect items in my order?

Gurans Grocery takes special care while packing all orders, occasionally accidents or errors occur. Any damaged, missing or incorrect products must be notified to us within 48 hours of your order being signed for.

Should your parcel contain a faulty or damaged product Gurans Grocery in conjunction with the delivery company, will work to rectify the problem as soon as possible.