Home/Online Store FAQ

Online Store Frequently Asked Questions

FGB has created a list of questions and answers to assist you with any queries you may have about shopping online with us. If you need more help please speak with one of our friendly Customer Service team please click here.

1. Shopping online with FGB

a) How do I buy FGB products online?

To purchase FGB products online simply click here.

When checking out, you will be asked to become a registered user or shop as a guest. We recommend you register your details when checking out to avoid having to re-enter your details next time you use FGB's Online Store. 

b) How do I register?

You can register by clicking here.

To create an Account, simply create a Username and Password then enter your email address and contact details. Be sure to checkout as a registered user when purchasing through FGB's Online Store to avoid having to re-enter your details.

c) How do I find a product?

FGB's Online Store displays products in categories which are displayed on the left hand menu (e.g. 'Eucalyptus').

Or, click here see all products available via FGB's Online Store.

d) How do I add a product to my shopping basket?

To add a product to your basket simply:
1. Locate the product you wish to purchase;
2. Choose the desired quantity (enter your quantity, or use the up/down buttons to increase/decrease the quantity to be purchased); and
3. Click the 'Add to Cart' button.

Each time you make a selection it will automatically be added to your cart. You can view your basket at any time by clicking 'Your Cart' located in the top right hand corner of FGB's website.

e) Are FGB's online prices the same as in-store prices?

FGB's Online Store offers FGB products at individual unit prices that are comparable to those available in supermarkets and pharmacies around Australia. However, FGB's Online Store offers great discounts for bundles and quantity buys.

Click here to check out our current Specials!

f) Which products are available through FGB's website?

FGB's full product range is now available online.

g) How and when should I contact FGB's Customer Service?

If you cannot find the answer you need from these FAQs you can contact one of our friendly Customer Service team by clicking here.

2. Deliveries

a) Does FGB deliver in my area?

FGB delivers to most postcodes within Australia. However, there are certain remote locations which FGB cannot deliver to due to cost or lack of delivery services. FGB reserves the right to accept or decline deliveries to remote locations at its sole discretion.

FGB does not deliver to addresses outside of Australia.

b) What hours do you deliver?

FGB's standard delivery hours are Monday to Friday, 9:00am to 5:00pm, except public holidays.

c) How long does it typically take for delivery?

Please allow up to seven (7) working days from placement of your order to delivery, depending on the delivery location you have specified.

d) What are the delivery fees?

We provide FREE delivery for orders greater than $75*, after all discounts and promotions are applied. A postage and handling fee of $11.95 in Metro areas and $14.95 in Regional areas applies for all orders less than $75.

(* excluding delivery charges or where Authority to Leave the package is not granted)

If customers do not grant Authority to Leave their package without an acknowledgement of receipt signature while checking out, a blanket $14.95 will be charged on the order regardless of size or destination.

e) How do you deliver?

Shipping and delivery is managed by a third party carrier service on behalf of FGB. When you check out you will be asked whether you give FGB the 'Authority to Leave' your package at your designated delivery address. If you click 'Yes' an additional instruction box will appear enabling you to supply specific instructions as to where your package should be left. If you click 'No', FGB requires a signature at the delivery address as proof of delivery.

f) Can I track my order online?

As part of FGB's delivery service you can track your order online. Within 24 hours of placing your order you will receive an email allowing you to track the progress of the delivery of your order.

g) Who can accept a delivery?

Anyone can sign for and accept the delivery on your behalf. If you did not give FGB the 'Authority to Leave' your package then a signature will be required upon delivery, or collection of your order, as proof of delivery.

h) What happens if I am not home when my delivery arrives and I have not given FGB the 'Authority to Leave' my package?

In the event that you did not provide FGB with the 'Authority to Leave' your package and you are unavailable to sign for a delivery, the carrier service will leave a card in your mailbox advising that your order (consignment) can be collected from a nearby depot or outlet. Delivery of your order thereafter will be managed solely by the carrier service. If your order is not collected or successfully redelivered it will be returned to FGB and your order will be forfeited.

i) What should I do if there is a problem with my order?

If items in your order are damaged or missing please click here to contact FGB Customer Service.  

Click here to see FGB's refund policy.

All requests for returns or refunds must be lodged within seven (7) days of receipt of goods or 14 days from date of placing your order.

3. Orders & Payment

a) Can I modify my order once I have checked out?

Once you have clicked 'Confirm Order' on the checkout page and payment is successfully processed your order has been placed. We are not able to modify your order once the 'Confirm Order' button has been clicked. 

b) Can I create an order using my last or previous orders?

You can view your previous orders on your 'My Accounts' page. Simply sign in using your username and password and click on the 'My Account' page in the top right hand corner of the screen. Although our site doesn't currently allow you to automatically re-create a previous order, you can use your previous orders as a reference for placing new orders.

Whenever shopping via FGB's Online Store, remember to check out the Specials page for great deals and new products that are on offer.

c) How do I cancel my order?

If your order has not already been shipped our Customer Service team can cancel your order for you. Please click here to contact Customer Service.

d) How do I view my order history?

You can view your order history on your 'My Account' page. Simply sign in using your username and password and click on the 'My Account' page in the top right hand corner of FGB's website.

If you'd like to see the order details, click on the order link to review the tax invoice generated for that order.

e) Is there a minimum order amount?

There is no minimum order amount. We provide FREE delivery for orders greater than $75*, after all discounts and promotions are applied. A postage and handling fee of $11.95 in Metro areas and $14.95 in Regional areas applies for all orders less than $75.

(* excluding delivery charges or where Authority to Leave the package is not granted)

If customers do not grant Authority to Leave their package without an acknowledgement of receipt signature while checking out, a blanket $14.95 will be charged on the order regardless of size or destination.

f) What happens if an item is out of stock?

FGBs Online Store only displays products that are available for purchase. If a product is unavailable we will remove it from the website. In the unlikely event that you order a product that is out of stock, a Customer Service team member will contact you and either replace the item or arrange a refund.

g) How do I checkout?

When you are ready to complete an order click on 'Your Cart' located in the top right hand corner of FGB's website. Any products you have added to your basket will be displayed. Simply follow the prompts to complete your order.

h) What are my payment options?

FGB's Online Store accepts payment via VISA, MasterCard or PayPal. Credit card details are required to make payment for an order.

i) Do I get a receipt or tax invoice?

Yes. Once your order has been confirmed and payment processed you will receive a tax invoice in the form of an email sent directly to your nominated email address. If you do not receive an email, first check that your email address details are saved correctly in your 'My Account' details on the website. If there is a still a problem, please contact FGB Customer Service by clicking here.

j) How are my credit card details kept safe?

We take care to handle your personal information securely using a process called Secure Sockets Layer (SSL) technology. SSL locks all critical information passed from  you to us, such as payment information, in an encrypted envelope, making it extremely difficult for this information to be intercepted.

FGB's SSL certificate is 256-bit key encrypted. Transactions are processed by a Payment Card Industry (PCI) compliant payment gateway provided by ANZ bank's eGate system.

k) Are my personal details kept private?

We only share your personal information with third parties if they are part of the service we are providing to you. We will never share your information with any third party for use outside of this service without your prior consent.

All credit card information provided by you is only used for the purpose of processing your order. We do not retain credit card information for security reasons. This is why you must provide your credit card information each time an order is placed.

 

4. My Account

a) How do I change or update my address?

To change or update your address details simply 'Sign in' using your username and password, click on 'My Account' in the top right hand corner of FGB's website and click on 'Edit'. After you have changed or updated your address details click 'Save'.

b) How do I update my personal details?

To change or update your personal details simply 'Sign in' using your username and password, click on 'My Account' in the top right hand corner of FGB's website and click on 'Edit'. After you have changed or updated your personal details click 'Save'.

c) How do I retrieve my password?

To retrieve your password click 'Sign in' in the top right hand corner of FGB's website page and click on the link 'Forgot your password?' and follow the prompts.

d) How do I remove myself from the emailing list?

To remove yourself from the emailing list, simply update your details signing in with your username and password, click on 'My Account' in the top right hand corner of FGB's website page and click on 'Edit'. Un-tick the 'Sign up for newsletter' and click 'Save'.