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Frequently Asked Questions

ORDERING & DELIVERY

What are the delivery charges?

Delivery is free if you spend $600 or above with us. If your purchase is below $600, there will be a delivery surcharge of $70.

Is there a minimum order requirement?

There is a minimum order amount of $200 but in order to enjoy free home delivery there is the minimum spend of $600.

When and where do you deliver?

Please refer to our Home Delivery Info for more information.

What if there is no one home to receive the delivery?

Our delivery man will firstly attempt to contact you on the phone number you have provided to us at Checkout. If it turns out that you are unreachable then our delivery man will return your package back to us where we will keep it in cold storage for delivery on another date determined by you when we eventually reach you. Note however that we may have to apply a delivery surcharge for redelivery although any surcharge will be at cost.

How do you deliver my goods so cold?

Once your order has been confirmed, your goods are basically taken straight from the freezer then promptly prepared in our HACCP designed process centre and finally sent to you via refrigerated trucks. This is why your goods are maintained so cold when they arrive in your hands.

Please note that currently all our meat and seafood products except for our New Zealand Green Mussels and unless specified otherwise, are delivered raw and frozen.

What happens if I live outside your delivery areas or need delivery outside of your delivery schedule? Can my delivery be customised?

Your comfort and convenience of shopping with Jett Foods is our utmost priority thus we will certainly endeavour to work out a customised delivery that will work for you. Just give us a call (24287832) or email (cs@jettfoods.com) and we will do our very best to meet your delivery requirements.

Note however that we may have to apply a delivery surcharge for customised deliveries although any surcharge will be at cost.

 

STORAGE & PRODUCT INFORMATION

Do you guarantee your products?

The simple answer is yes. 

Although we maintain strict controls over our products, mishaps inevitably happen. When you receive your delivery, we encourage you to firstly check whether it is satisfactory and complete and if everything is fine, you will be required to sign a copy of the invoice (which our delivery man will keep) to show that you have accepted the order.

If you discover any dissatisfaction with your goods after you have signed for them, then please contact us within 7 days of delivery (please either call us on 2428 7832 or email us on cs@jettfoods.com). After assessing the situation and dependent on whether the claim is reasonable to us, we may be able to reimburse you, replace the product or offer you cash back on your next purchase, whichever method is most appropriate. It should be noted however that for reimbursements, credit card companies may take up to 5 weeks to recognize the funds in your account. 

In order to assist us with assessing the situation, we would advise that you please:

1) Keep the product until we arrange for it to be picked up. We will endeavour to have it picked up as soon as possible after you contact us. 

2) If applicable, take a photograph of the problem or defect with the product. 

Please refer to our Returns/Exchange Policy for more information. 

How long can I keep my goods for before it goes bad?

All your goods will have a recommended ‘Best Before’ date labeled on the bag or box. Unless specified on the box, we recommend consuming your goods within 6 to 9 months of storage in the freezer compartment (we recommend setting your freezer at approximately -18 degrees Celsius).  It should be noted however that in time, seafood dries whilst meat may discolour. This does not mean your goods have gone bad but rather, it is the result of the lack of contact of air with the meat due to the vacuum packaging. For meat, discolouration usually means the red meat looks very dark in colour but once the meat is thawed you will find that the red colour flourishes back. 

Please note that currently all our meat and seafood products except for our New Zealand Blue Mussels are delivered frozen.

If you intend to consume your food within the coming week then you can store your goods in the refrigerator compartment which will allow your meat or seafood to last for approximately a week at the longest. 

Does a change in colour indicate that my meat has gone bad?

It is normal for meat products to change in colour over time. This does not mean your meat has gone bad but rather, it is the result of the lack of contact of air with the meat due to the vacuum packaging. For beef, discolouration usually means it looks very dark in colour but once the meat is thawed you will find that the red colour flourishes back. 

Discolouration of the meat on its own is not enough to conclude that your meat has gone bad but it is one of the indicators. In addition to the change of colour, the meat will have an off odour, be sticky to the touch or may even be slimy. 

What if my order arrives partially thawed?

So long as your goods are cool to the touch (below around 4 degrees Celsius), then it is still fine to put it back in either the freezer or refrigerator. However, if the goods are warm to the touch, please contact us immediately.

Please refer to our Returns/Exchange Policy for more information. 

What is the best way to thaw/defrost my meat?

It should be noted that currently all our meat and seafood products except for our New Zealand Blue Mussels are frozen.

Generally, if you intend to cook your meat the next day, you should put the meat in the refrigerator overnight. This will be enough time for it to be ready for cooking the next day.

If you need to thaw your meat quicker, for example if it was a last minute decision to cook at home, then you could thaw it by leaving it in a bath of room temperature water. This should thaw the meat ready for cooking in 2 to 3 hours. 

 

PAYMENT, PRIVACY & SECURITY

How can I pay for my goods?

We accept Visa, Mastercard, AMEX and UnionPay, as well as PayPal. 

Will I receive a receipt for my purchase?

Yes, you will be sent a soft copy sent to your email soon after your purchase is confirmed and a hard copy of your receipt upon delivery. 

How secure is my personal information?

At Jett Foods, we are deeply committed to protecting your privacy. We do not sell or trade personal information to or with third parties. All information we gather is for the purpose of providing the best shopping experience we can for you. 

 

Please refer to our Privacy Policy for more information. 

How secure are my credit card payments?

The simple answer is it’s very secure. All transactions made on our site are processed through PayPal’s secure payment system. Paypal’s technology and security measures allow transaction and financial information to be kept safer and more private which in turn ensure that your credit card payments are secure.

Through PayPal, information is protected by Secure Sockets Layer 3.0 (SSL) with an encryption key length of 168 bits (the highest level commercially available).

Do I need to have a PayPal account to shop on Jettfoods.com if I intend to pay with my credit card?

Credit card transactions on Jettfoods.com are made through PayPal’s payment system, taking advantage of its secure online payment measures but you do not need to have a PayPal account to do this.  

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