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ECO-FRIENDLY PACKAGING & HOSPITALITY SUPPLIES
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FAQs

How do I place an order?

For first time orders, we recommend going through the registration process on the website. 

Start by placing items into the shopping cart.

Go to show cart, and follow the steps to register or log in, and then proceed to shipping and payment methods.

Once your order is confirmed, you will receive a confirmation email and we will process the order with 1 working day. You will receive a Tax Invoice via email once we have processed the order, and information regarding shipping of the goods.

Do I need to register?

To place an order or to make an online quotation you need to register your billing and delivery details.

Is there a minimum order quantity?

The minimum order quantity is 1 item in the cart, so that would depend on the products sleeve or pack quantity. We cannot break sleeves, but if the product has a sleeve quantity advertised you only need to order one at a time. The shipping will be reflected on the weight and volume to the postcode you are shipping to.

How quickly will my order be despatched?

If the order is placed and paid for before midday, in most cases we will despatch that very afternoon. Otherwise, it will go on the next day’s despatch.

Internet orders have preference over phone orders and sample orders.

If any item goes temporarily out of stock we will call or email you to give you an update.

What types of payment options does Green Pack offer?

PayPal: If you have a PayPal account you can select this method, which then prompt you to log into PayPal to process the payment.

Credit Card: Credit card (Visa/MasterCard) payments online are also processed through PayPal’s secure server. You are not required to log in or be registered with PayPal to use this service. We do not charge any fees for credit card payment.

Direct Deposit or Credit Card over the phone: The second option allows you to pay after you confirm your purchase, by direct depositing into our bank account or calling to pay by credit card over the phone. We only accept Visa and Mastercard.

We require payment before goods are shipped.

What types of delivery methods does Green Pack offer?

Startrack, Australia Post, pick up from our warehouse in Billinudgel NSW or local delivery in Byron Shire and the Gold Coast. *Conditions apply.

Startrack Express

Startrack is recommended if your order is more than one carton in quantity. The rates are much better value for bulk freight. You will be notified by email about the delivery day. Please check your junk mail folder if you have not received a tracking email or text.

Select from two options:

  1. I agree to have the goods left at my premises at my own risk.
    (You will be able to give delivery instructions in the final step).

  2. The shipping address will be attended 9am to 5pm weekdays and I agree to a $15 second delivery charge in the event no one is at home during a delivery attempt.

Please provide specific instructions in the final step of the check-out process.

If the delivery instructions are unclear, we will contact you for further instructions before despatching. This may delay the order making the truck until the next day.

Does Startrack deliver to PO Boxes?

Startrack do NOT ship to PO Boxes. A street address needs to be provided.

Should I use my business entity name or trading name on the shipping address?

Please specify the actual premises signage of the shipping address if you are sending to a business address. The driver will be looking for the name printed on the label. This is an issue that often delays delivery.

Why was my parcel not left when I selected to leave the goods unattended?

The Startrack driver will only leave the parcel if it is safe to do so. If the driver does not feel the address is safe the parcels will get returned to the depot. A second and subsequent delivery fee will be charged.

Will Startrack call on approach of delivery?

Startrack does not offer calling before delivery. The shipping address needs to be attended between 9am – 5pm Monday to Friday if you require a signature. Or you need to provide authority to leave the goods at the front door or a safe place if unattended.

What instructions should I give for agreeing to leave goods unattended?

If giving Authority to Leave, you need to provide clear instructions of where it is safe to leave the parcels. For example: At the front door, undercover, out of sight.

Please also provide clear instructions, for buzzing intercoms/door bells, building levels or suites.

We recommend if there are any concerns for the delivery address to choose an alternative address for shipping.

Schools need to provide opening and closing times, and location for the delivery.

Startrack does not drive down long driveways. They also do not open gates in most cases.

Please try to minimise any complications for delivery.

Fixed Price Premium Air Freight

For urgent deliveries for smaller weight and volume orders, we can calculate, next day Air Freight with Startrack. This is not offered on the website. You will need to choose the quotation method and call or email an enquiry through to follow up.

Further information on Startrack

Please visit the Startrack support web page for further information regarding Startrack deliveries.

https://startrack.com.au/support

Australia Post

The Australia Post cost is provided on the website and is for a single carton only. The online calculator is not set up for multiple cartons. For more than one carton we need to provide a manual calculation based on the weight and volume and post code of delivery.

What is the best shipping method for shipping to PO Boxes?

Australia Post do deliver to PO Boxes.

What is the best shipping method for remote and regional areas?

Remote and regional areas can work out better value and are serviced by Australia Post.

I need to use Australia Post but have more than one carton?

You will need to select a shipping quotation for this option and specify an Australia Post quotation in the comments.

Pick-up / Quotation or Freight Calculator Error

Can I pick up my order from your warehouse?

We are located in the Byron Shire, Northern NSW and you would like to pick up directly from our warehouse in Billinudgel, you can select this option, to avoid shipping costs being added to the order. Please advise when you would like t pick up the order in the final step in the comments.

Can I get a manual shipping quotation on my order?

If you require a quotation on shipping costs or are unsure of the charges produced on the website, select this option.

How do I organise my own courier or an alternative shipping method to what is offered on the website?

You can organise your own courier but please consult us first. Please note we do charge an administration and handling fee.

How do I proceed if the website is not showing the freight calculators or is experiencing technical issues?

From time to time the website experiences technical issues that causes the Startrack or Australia Post options to not appear or function properly, in this case select this third option for Freight calculator error.

How much freight will my order cost?

All postage options are calculated from the total weight and volume of the items in your shopping cart, and the postcode of your shipping delivery address.

How long will my delivery take?

Startrack:  Approximate delivery times: Sydney/Brisbane/Gold Coast 1-2 days (95% overnight), Melbourne/ACT/QLD/NSW country 2-3 days, SA/Vic country 3+, NT+WA 7 days. Some outer suburbs can take longer. Green Pack does not guarantee delivery dates.

Australia Post:  Australia Post Parcel is 3-6 days to most areas.

If you would like a specific ETA, please call or email our office.

What time will my delivery arrive?

Anytime between 9am – 5pm Monday to Friday. We cannot provide an exact time of delivery.

How can I track my order?

Startrack: a tracking number will be automatically sent to the email provided once the goods have been picked up from our warehouse.
Please check your junk mail folder.

Australia Post: you may receive a tracking number from us via email. However, this service is not automated, and the information provided is not very detailed.

If you do not receive a tracking number, please email or call our office.

I did not receive all of my order? 

Firstly, we suggest to check all boxes as we often will mix items in the same box, so you may not have noticed the item you are looking for.
Secondly, for orders of more than one box, sometimes gets delivered in separate deliveries. So please check with Startrack using your tracking consignment via www.startrack.com.au. Your consignment will say Partial Delivery if only part of the consignment has been delivered and the rest is still on its way. You can call Startrack on 13 23 45 for assistance or call our office.

Do you ship overseas?

We do not currently offer shipping outside of Australia.

Can I get a sample?

Sample packs are available. We charge for shipping. Most sample products do not incur a charge however some products will incur a charge. Please use the enquiry form and we will respond with a sample procedure to follow.

Can I get custom print?

Custom printing is available on a lot of our products. There are minimum quantities, set up costs and set time frames involved. Please email an enquiry with the product, quantity, lead time and location of delivery for us to follow up on and respond promptly.

I did not receive any emails regarding my order, Tax Invoice or tracking details?

The most common reason for not receiving correspondence from us is your emails are being delivered to your spam or junk mail inbox. Please check your junk or spam mailbox. 

If you have entered your email address incorrectly all correspondence will be undeliverable. We endeavour to follow this up and correct it but please also contact us if you think you may have incorrectly entered the wrong address or haven't received any correspondence.

Why does my order come packaged in a different box to the product I ordered?

We try to reuse boxes wherever possible, so please do not be alarmed if you receive a parcel that has a different product mentioned on the outside of box sent to you. We are doing our best to minimise resources for the environment. We also mix boxes of packs of different items ordered, so please check all boxes first.


Define the Compostables:

Suitable for home or commercial composting process

Composting refers to the process of producing compost through aerobic decomposition of biodegradable organic matter. The decomposition is performed primarily by aerobes, although larger creatures such as ants, nematodes, and oligochaete worms also contribute.

Composting can be divided into the two areas; home composting and industrial composting. Both types of composting use the same biological processes, however techniques and different factors must be considered.

Products suitable for home/organics composting

(These products can also be processed at an industrial composting facility):

Wooden/Bamboo Serving ware

Sugarcane bagasse or bamboo fibres: plates, trays, cups and clamshells

Wooden cutlery

Napkins and

Greaseproof Paper

Cardboard trays

Products suitable for industrial composting only:

Paper cups with PLA lining

Food containers with PLA lining

PLA clear cups and deli containers

PLA cutlery

PLA bioplastics are produced from PLA (poly-lactic-acid) harvested from corn starch, which is a natural, annually renewable resource. The production of PLA produces fewer greenhouse gas emissions compared to conventional plastic production. PLA can be composted in commercial compost facilities. Please stay tuned as we will be updating more information soon!

 



 

 

 

Latest News!

Here at Green Pack, we have new products arriving constantly. We keep in touch with the latest things that are happening in the green hospitality scene, we talk to our customers and suppliers so we are able to make sure we have what customers want.