Top FAQs

What is the delivery charge and how does the loyalty program work?

We have a tiered delivery fee structure based on how much you spend, and a loyalty program which gives you points towards free delivery every time you order from us. Even when you redeem points, you’ll earn more points!

When using our loyalty program, every 4th delivery is free - and that applies across all delivery rates shown above, meaning your delivery costs could be as low as $4.50.

There are also plenty of ways to earn bonus points - like telling friends about us, sharing our page on socials or just having a birthday - generous or what?! These activities will get you to a free delivery quicker.

Our loyalty program is free and joining is automatic when you create an account. To access when you’re logged into your account:

• On desktop: click the green ‘Rewards’ button on the bottom left of your screen.
• On mobile: select ‘Account’ from the main menu then select ‘Rewards’ from the drop down.

Please note, the loyalty (points) program described above is different to the BBG Membership club. To find out more about the BBG Club membership, click here. 

What is the minimum order amount?

Minimum order is $20, this is on the whole order, not per store. Some stores may require a minimum order quantity amount on specific products.

Can I change or cancel my order?

Made a mistake or need to add an item? Don’t panic. We can amend your order right up to the order cut-off time, which is 7pm the day before your delivery. Simply contact us to request the update. You can review your order history here.

Note: when asking us to add or remove items from an existing order, product prices will reflect current pricing at the time of amendment, which may be higher or lower than when initially ordered. Once the updates are processed, we will refund any excess or invoice you for any shortfalls. To cancel an order, please contact us before the cut-off time.

Once I have placed an order, can I change the delivery date or timeslot?

We can amend your delivery date and slot right up to the order cut-off time, which is 7pm the day before your delivery. The new date/time for delivery is subject to available delivery slots. Contact us to request the update.

Will I be charged when I place my order or when the order is picked?

You will be charged when you place your order. Any variation in price when your shopper collates your order will result in a refund of surplus funds or an invoice for any shortfall.

If I change an order and the total price is different from the original total, what happens?

When you amend your order and the total is less than the original order, we will provide a refund of the difference. Your refund will take 3-5 business days, depending on your financial provider.

If your order total is higher than previously paid, you’ll be invoiced for the additional amount.

What happens if a product is unavailable when my personal shopper is picking for me?

We know how frustrating it is when an item isn’t available.  We work closely with our stores to update stock levels, however there will be times when a product is no longer available when we go to pick it.

Our personal shoppers are experienced grocery buyers! We will do our absolute best to substitute any out-of-stock item with a similar alternative. If this is not possible, we’ll contact you to let you know.

You can specify your preferences for substitution when you add products to your cart in the ‘Add optional selection instructions’ box (eg: “if plain Greek yogurt is not available, substitute for sour cream”).

Security and Privacy

Is my payment and personal information secure?

We know security and privacy are important to you because they’re also important to us.

We make it a priority to understand and keep up to date with the latest privacy rules and regulations. You can review our full privacy policy here or contact us here if you have any specific questions.

General FAQs

So, what is Butcher Baker Grocer?

Butcher Baker Grocer is an online store where you can order fresh food (fruit & veg, meat, fresh seafood, deli items and more) from local independent retailers based in our local area.

We want to see more people shopping locally – for the quality, the reduced food miles, the strength of our local economy… there are so many great reasons… but we also want to make it easy for you!

You order, pay once, then we run around collecting your items and deliver them straight to your door! No more driving around to multiple stores… what will you do with all that extra time?

Which stores are available to purchase from on your online shop?

You can see a list of all our wonderful local partners in the 'Shop by Store' drop down menu, accessed by hovering over the 'Shop' option in the main menu. There’s a bio of each of them, though many don’t need an introduction. Here’s to shopping locally and supporting our vibrant local community!

Will you add more stores or can I suggest products I’d like to see on your site?

Is there something you’d love to purchase from us, but can’t find on our site? We’d love to know – please drop us a line via our 'Suggestion Box'.

At Butcher Baker Grocer we offer most of our partners a level of exclusivity in their segment. For that reason, we are not looking to substantially duplicate what we already sell. However, we are always looking for local businesses that produce something special that is not already being sold on our site.

Interested in partnering? Visit our partnering page.

Who prepares and packs my order?

Most items are prepared by the individual stores, just like when you shop in-store. Orders placed with Cleveland Fruit Barn are hand-picked by us, so think of us as your personal shoppers – fancy! Who said convenience sacrifices quality?

Ordering & Managing my order FAQs

Can I order for pick up?

Our service is delivery only. We really want you to kick-back and relax… let us do the hard work!

Can I place an order instore?

All orders can be placed through our website, it’s so easy. See all our products here.

When can I order?

Order anytime, our website is always open.

Order from the sofa, or on your way to work, at your kid’s footie game. Whatever works for you, works for us.

Product substitution FAQs

What is a product substitution?

We work closely with our partner stores to update stock levels, however there may be times when a product is no longer available. In those cases, we will substitute the product for a similar item.

We will do our absolute best to ensure the alternative is as close as possible to what you ordered. If this is not possible, we’ll contact you to let you know.

Can I specify what to substitute for an important item?

Absolutely! You can select your preferences for substitution (eg: “if plain Greek yoghurt is not available, substitute for sour cream”). To do this, open up the individual product page and add notes to the 'Add optional selection instructions’ box.

What if I don’t want substitutions?

If you don’t want us to substitute a particular item, or any of your items, just let us know either against the specific item (using the 'Add optional selection instructions’ box) on the product page or for the whole order (using the 'Add a note to your order' box in the checkout screen).

We’ll refund the cost of the unavailable item(s) and notify you proactively.

What should I do if I’m not happy with a substitution?

Please contact us if you’re unhappy with anything – we want our service to leave you with a happy glow. If it doesn’t, we need to fix it right away!

Delivery FAQs

Where do you deliver to?

We currently deliver to Redlands Coast mainland and some surrounding suburbs, check our delivery policy for full listing.

If you don’t live in one of these areas, sign up to our Newsletter at the very bottom of our homepage and we’ll keep you up to date with any new delivery areas as they are added.

When do you deliver?

We offer deliveries seven days a week. There are two delivery time slots available for you to choose, excluding Saturdays and Sundays which are covered below:

• M-F morning delivery: 08:30 – 1pm
• M-F afternoon delivery: 2pm - 6.30pm
• Saturday delivery: 8:30am - 2pm
• Sunday delivery: 8:30-12pm.

You can select your delivery date and timeslot when you check out.

Do I need to be home when you deliver?

No! Just let us know whether you'll be home when you order (we’ll prompt you to tell us at checkout) so we can package your perishables appropriately.

If you’re not home, we’ll pack everything in insulated bags with gel packs to keep it at the right temperature. We’ve personally tested our system and can vouch that freshness won’t be compromised. Still, it makes sense to choose a delivery slot closest to when someone will be home, so that perishables are brought inside as soon as possible. 

Be sure to nominate a cool, shaded and secure place to leave the package (we’ll prompt you for this too) so it can be kept safe and fresh. If we can’t find a suitable place at delivery, we’ll contact you to arrange an alternative.

If you thought you’d be home but find yourself out and about when our delivery arrives, no stress - we have spare cold packs in our refrigerated delivery vans!

All our cold packs are reusable – we will provide you with instructions on how to prepare the packaging for collection the next day – and we’ll send you a reminder. Rest assured all our cold packs are sanitised before reusing them.

If I know I’ll be home, why do I need to check the box to confirm I accept the risk for my order being left unattended?

There may be times when you pop out unexpectedly, or we may need to leave your order unattended if you’re in isolation (and we can’t physically hand it over), so we just need to have the checkbox ticked per our T&Cs.

If we need to take your order with us and arrange another time for delivery, there would be a charge for that extra delivery, so it’s best that we can leave your order for you if you’re not home.

If you have any further questions about this feel free to contact us.

How do you deliver to apartments and townhouses?

We can deliver pretty much everywhere (though treehouses might be an issue). Here are some tips to ensure a smooth delivery:

• Add specific instructions (e.g. gate code) when you order – we’ll prompt you for this info
• Make sure you let us know if you will or won’t be home, and anything else which will help us access the property (e.g. to avoid us being eaten by your doggos)
• Ask your building manager for advice on deliveries - where they can be left unattended, safely, if you’re not home
• Be sure your mobile number is correct as we may try to call you if we have any questions.

How can I contact BBG?

You can contact us anytime you like via email or direct message on Instagram or Messenger. We’ll respond as soon as we can, generally during business hours Monday to Saturday.  

All of our contact details are provided here.