FAQs

PLEASE NOTE:

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.

Where are we located?

108 Addison Road, Marrickville NSW 2204

Phone: 02 95579762

Email: info@ssvb.com.au

For organised wholesale pick ups we are open Mon-Fri 9am-4pm

Retail Shop

108 Addison Road, Marrickville NSW

Mon - Tue Closed

Wed - Thu 10am - 3pm

Fri - Sat 10am - 8pm

Sun 10am - 3pm

HOT FOOD is only available Fri, Sat & Sun

Are your products vegan?

YES

SHIPPING INFO

We use a cold courier company called Cool Cartons 0410 479 079

The products travel in a refrigerated truck (not frozen) for the entire journey. We pack with a sheet of ice and this will be melted when delivered, it is just to help keep cold once delivered.

The courier company will provide live tracking info (email & text) on the morning of delivery, it will come from dtrack - cool cartons.
If you are not going to be home for a while I would recommend asking a friend or a neighbour to pick up your products once delivered and popping them in a fridge for you until you are able to get them.

If the products have spoilt because they have been sitting outside for 4+ hours once delivered, unfortunately refund or replacement is unlikely. But we are open to discussion, especially if it was left in a not so obvious place. Please get a friend or neighbour to put your products in their fridge if you are not able to get home for a while after receiving the tracking info.

Delivery days - most orders will be dispatched from us within 1-7 business days.

NSW and Syd Metro: except local deliveries (Newtown area)

Delivery days are usually Wednesdays and Fridays

Sydney local delivery - 5km within Newtown area

Thursday delivery only

QLD, ACT and VIC

Delivery is only on Fridays. Orders need to be in by Monday 12pm for delivery that week. If you place your order on a Tuesday for example, it won't be delivered that week but will have to roll over to the next weeks delivery schedule.

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

outer areas include Cambelltown, Windsor, Penrith, Berowra & more.

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

QLD: Brisbane metro area only, Gold Coast

VIC: Melbourne metro metro area

ACT: Canberra metro area

Shipping Costs by the Courier Company plus we also subsidise a portion of this

Syd Metro - $23.70
NSW Outer Syd - $23.70
NSW Rural - $33.70

Local Delivery (within 5km of Marrickville) - $7.70
QLD & VIC - $34
Sunshine Coast - $44.00
Geelong - $48.00
ACT - $23.70

Free Shipping on orders over $220. The free shipping cannot be used in conjuction with other discounts unless specified.

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 and our team. Please be patient during this time.

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, the cold courier will email/text you a link with live tracking the morning of delivery, this exclude local deliveries as these are delivered by our driver on Thursdays.

Do you ship outside Australia?

Unfortunately not at this stage.

How long do your products keep for?

All our products need to be refrigerated, our 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 9 months. Thaw back only has a shelf life of 2 weeks, this is because of the water content created, longer than 2 weeks and the packets will puff up. Once opened you have 4-5 days to consume your food.

Can your products be frozen?

Yes our products can be frozen and will last at least 9 months 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.

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. Refunds due to courier damage will be refunded but product spoilage due to products being left outside for 4 plus hours after delivery has been made will not be refunded. Please make sure you follow the tracking info to let you know when delivery is expected. If you are not going to be home for a while maybe arrange a neighbour or someone to put the products in a fridge.

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

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.