PLEASE NOTE: Couriers cannot deliver to PO Box or parcel lockers, they can only deliver to residential or business addresses. 

If delivering to a unit please make sure access to building is accessible for the courier. They will leave outside building if no

one is home as they cannot take perishables back to the depot. We cannot take responsibility for lost or stolen parcels if there

is no access to your unit door. It is not us that delivers personally.

 

Are your products vegan?

YES

 

What is TVP?

TVP is made from soy. It stands for textured vegetable protein. It is a by-product of soya oil 

extraction. The process involves separating the protein from the whole soybean. 

TVP is frequently used as a meat replacement because it has a texture that resembles 

ground beef, so it's an ideal meat substitute in spaghetti bolognese, shepherds pie, tacos and 

burger patties.

 

TVP is a soy protein that is also low in calories, carbohydrates and fat. It Is high in protein

and is a good source of essential amino acids.

 

What is Seitan?

Seitan is made from the protein of wheat. The word comes from the Japanese words 

“sei”, meaning “to be, become, made of”, and “tan”, as in tanpaku, which means 

“proteins”. Freely translated: “made of proteins”.

More than 1,000 years ago, seitan was prepared by Buddhists in China to replicate meat 

dishes, and was also used in Japan as a substitute for meat or fish.

 

Can your products be frozen?

Yes our products can be frozen and will last at least 8months in the freezer. The sausage skins

are delicate and are fragile when wet so we suggest cooking them from frozen to stop the skins

from tearing when cooking. The Smokey Rasher are best defrosted together as they are hard

to separate when frozen.

 

 

About the online shop

 

Can I have the products delivered to my work? 

Yes, but please be aware that it will arrive anytime between 8am and 5pm. Busier times like christmas the courier can deliver between 8am-10pm. We can not refund for businesses that are closed at the time of delivery. Please use your tracking number for updates on it's delivery.

Our online system automatically checks postcodes and if your postcode is not within our delivery area we won't be able to deliver to you unfortunately 

 

Sydney Metro Usually delivered same day or next day after we dispatch between 8am and 5pm – outer areas include Cambelltown, Windsor, Penrith, Berowra

 

NSW: Blue Mountains, Central Coast, Newcastle, Woollongong, Northern Rivers, Coffs Harbour, Port Macquarie includes more areas 

QLD: Brisbane metro area only, Gold Coast 

VIC: Melbourne metro metro area only, Wodonga

ACT: Canberra metro area

 

Busy holiday times may take longer and delivery time - between 8am and 10pm, eg christmas period with some weekend deliveries.

During non peak time deliveries are Mon-Fri 8am-5pm.

We usually dispatch orders within 2-7 business days from ordering. During this time of covid-19 deliveries may take longer than expected due to an increased demand in orders and the extra work load on the couriers. Please be patient during this time.

How much is delivery?

The courier company has increased their prices, but we still partially subsidise the shipping so it makes it affordable for everyone (but most customers are within the 5kg range).So your contribution towards the shipping is greatly appreciated. $12 flat rate for Sydney metro and most of outer Sydney regions, including Blue Mountains, Wollongong and Newcastle areas. All zones in QLD, VIC, ACT and some out of Sydney areas all start with $13 for 5kg (that's still rougly 7-10 packs of sausages, but not as many lasagnes) and then for every additional 5kg there is an additional charge of $5, this weight has to include the box and the ice. The shipping calculator will add this up for you. 

 

Can I specify a delivery time?

Unfortunately the courier company we use cannot specify a specific delivery time.

 

Can I track my order once it has been dispatched?

Yes we can provide you with the tracking number on request so you can track your orders progress. The courier company should send you an email with the tracking info. Please check your spam.

Can I order online at pick up from your store?

Unfortunately no. Our store can only hold stock for what it needs for that day, the factory and the store are not in the same location.

All orders are sent off from our factory and they receive all the paperwork.

The only exception is christmas time and that is for the Festive Roast and gravy only.

 

Do you ship outside Australia?

Unfortunately not at this stage.

How long do your products keep for?

All our products need to be refrigerated, uur products are good for at least 4 weeks after the date we make them (with the exception of the seitan products with are 8 weeks), they are all totally fine to freeze and will keep a shelf life of 8 months. Once opened you have 4-5 days to consume your food. 

What are your refund and cancellation policies?

Please select your order carefully as refunds due to change of mind are provided at the sole discretion of the store.However any product that is found to

be spoilt or damaged by Suzy Spoon's Vegetarian Butcher or the courier can be returned to the store, unopened and unused and a refund or exchange will

be honored. Interstate delivery problems of this nature can be discussed by ringing the store, (02) 95579762.

 

If you cancel your order a cancellation fee may apply. This applies only to large orders. To avoid a cancellation fee please call the store and give at least

48hours notice of cancellation.

About Gift Vouchers

How does the customer receive the gift card?

The customer can receive it either by email or as a text

 

Where can the customer use the gift card?

Gift cards can only be used on our online store www.ssvb.com.au or our store in Newtown (397 King Street).

 
Can a gift card be used more than once?

Yes, provided there is still a balance remaining on the card.

Can gift cards be reloaded?

No, you can't reload a gift card.

 

Can more than one gift card be used towards a purchase?

Yes. A customer can redeem another gift card during checkout.

 

How do customers check their balance?

Customers can't check their own gift card balance, but the customer can send an email to info@ssvb.com.au and the office can look it up and send the info to the customer.

 
Can a gift card be used to buy a gift card?

No, you can't use a gift card to buy another gift card.

 
Can a gift card be used to pay for shipping and taxes?

Yes, gift cards are applied to the final order total which includes shipping and taxes.

 

Can I apply a discount code to my gift card purchase?

Most discount codes cannot be applied to gift cards. The exception is a product specific discount code where the product is a gift card.

 
Can gift cards be used in conjunction with a discount code?

Yes, gift cards are a form of payment.

 
Can I customize the gift card redemption code?

No, the 16-character redemption codes are randomized and printed by the gift card manufacturer.

 
 
Can online store customers customize the amount for a gift card purchase?

No, at this stage we only have set prices.

 

 

 

 

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Tel: (02) 95579762  |  Email: info@ssvb.com.au

 

© 2018 Suzy Spoon's Vegetarian Butcher ABN 38 917 402 475

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