FAQs

  • We accept all major credit cards (Visa, Mastercard, Amex) and PayPal. Payments are processed before goods are dispatched. For phone orders and manual payments, please contact us at (08) 8234 4893 or via email—sales will assist you through the process.

  • Yes- visit our retail showroom at our warehouse: 75a Orsmond Street, Hindmarsh SA 5007.

    Open Monday – Friday from 9 am to 4 pm. We accept cash, EFT, or bank transfer in-store.

  • Yes- all prices listed on our website are in Australian dollars and include 10% GST where applicable, as noted on the individual product pages. GST is itemised, and can be included in a tax invoice. If you require an itemised ATO-compliant invoice, please select this option upon order confirmation when prompted to do so.

    If you forget to select this option and decide later on that you do require an itemised invoice, contact us and we can develop one for you.

  • Yes. A GST-compliant tax invoice can be emailed after payment. If you require a revised invoice for business purposes, please contact us at: sales@creativenativefoods.com.au.

  • Yes. Add your items to the cart and follow the checkout prompts. After selecting your shipping method, you’ll reach the Order Preferences section. Enter your PO number in the designated field, and we’ll reference it on both your invoice and delivery documentation.

Ordering & Payments

  • We deliver across Australia. For international orders, please contact sales@creativenativefoods.com.au to arrange shipping.

    • Yes—we offer free delivery within the Adelaide metropolitan area for qualifying postcodes on orders of $150 or more. To check eligibility, simply enter your postcode at checkout—the system will automatically display the free delivery option if your area is covered.

    • Alternatively, you’re always welcome to choose free in-store pickup from our Hindmarsh warehouse when placing your order.

  • We use flat-rate shipping based on the total weight of your order:

    • 0–1 kg

    • 2–3 kg

    • 4–5 kg

    You can choose between Standard and Express delivery at checkout.

    Due to the limitations of our current web platform, flat rates are the most reliable option we can provide online. If you’d like a more precise freight quote—especially for larger or bulk orders—please contact us directly, and we’ll be happy to provide a tailored shipping estimate.

  • Yes! You can collect your order free of charge from our Adelaide warehouse in Hindmarsh. Simply select in-store pickup at checkout, and we’ll have your order ready for collection during business hours.

  • For deliveries of frozen fruit outside South Australia’s metro area, please add the Frozen Freight Add-On to your cart (only one add-on is needed per order).

    This add-on covers specialised insulated packaging—thick polystyrene foam, ice packs, and protective wrapping—to help maintain product quality during transit.

    Important notes:

    • While our packaging minimises thawing, it does not guarantee your items will arrive completely frozen.

    • We cannot accept liability for partial thawing or courier-related delays.

    • In cases of shipping delays that result in defrosting, we may offer a product replacement, but shipping charges and the add-on fee are non-refundable.

    For the most reliable results, local pickup from our Adelaide warehouse is recommended. If you’re unsure about frozen freight to your location, email sales@creativenativefoods.com.au—we can provide tailored quotes or explore temperature-controlled options (including air freight, where available).

    If the Frozen Freight Add-On is not included, we’ll contact you to discuss alternatives and may need to cancel the frozen portion of your order.

    • At Creative Native, we prioritise prompt dispatch for all retail orders:

      • Express orders: Placed before 10 am ACST – shipped the same business day.
        Placed after 10 am ACST – shipped the next business day.

      • Standard orders: Shipped within two business days.

      • Frozen produce: Shipped Monday to Wednesday only to avoid weekend transit delays. For example, a frozen order placed on Thursday will dispatch the following Monday.

      These guidelines ensure your items—especially frozen products—arrive in the best possible condition.

  • Australia enforces strict biosecurity laws to protect its unique ecosystems from pests and diseases.

    One of the biggest threats is Myrtle Rust—a fungal disease that attacks plants in the Myrtaceae family (e.g. Lemon Myrtle, Anise Myrtle, Cinnamon Myrtle, Geraldton Wax, Riberry, Strawberry Gum and Peppermint Gum). Myrtle Rust isn’t harmful to people or animals, but it can devastate native plants and biodiversity.

    Where and Why Restrictions Apply:

    • Myrtle Rust is widespread on Australia’s east coast. To prevent its spread into rust-free states (SA, NT, WA & TAS), farms and distributors must:

      • Monitor crops for disease signs.

      • Hold harvested material for a required period.

      • Obtain clearance and a Plant Health Certificate from their state’s biosecurity authority.

    This process can be complex and costly, which is why many native food businesses (including us) apply a simple shipping ban on fresh or dried Myrtaceae products to these states.

    Example of the Complexity: Even if Geraldton Wax is grown in WA (a rust-free state) and later stored in SA (also rust-free), it cannot legally be sent back into WA. The biosecurity chain is broken once it leaves WA, and re-entry would require new certification. This level of complexity is a big reason we currently use state-based bans for most retail-sized shipments.

    What Is Still Allowed:

    • Processed products—like essential oils, extracts, jams, syrups, or spice blends—are exempt, as they don’t contain viable plant material.

    • Local supply is still possible in affected states:

      • Products grown and processed within the same state can be legally sold there.

      • Food service or manufacturing orders may be eligible for compliance pathways and clearance on a case-by-case basis—please contact us to discuss larger quantities.

    Our Current Approach:

    • We segregate stock by state and avoid cross-border movement of restricted items.

    • QLD, NSW, and VIC can share stock freely as these states all manage Myrtle Rust internally.

    • We’re actively working with accredited growers and partners to develop national supply pathways so Myrtaceae products can be available Australia-wide in the future.

    Before You Order: Please check your state’s restrictions or contact us for clarification. By respecting these rules, you’re helping preserve Australia’s native landscapes for generations to come.

Shipping, Delivery & Biosecurity

  • Yes- visit our retail showroom at our warehouse: 75a Orsmond Street, Hindmarsh SA 5007.

    Open Monday – Friday from 9 am to 4 pm. We accept EFT, or bank transfer in-store.

  • Yes! You can collect your order free of charge from our Adelaide warehouse in Hindmarsh. Simply select in-store pickup at checkout, and we’ll have your order ready for collection during business hours.

  • Absolutely. Our retail products are available in bulk, primarily serving food service and hospitality clients.

    Contact us at: sales@creativenativefoods.com.au to discuss options.

Showroom & Bulk Sales

Tracking & Lost Orders

  • Check your carrier’s tracking details, emailed at dispatch. If the parcel is missing or delayed, open a case with them and email us your case number (sales@creativenativefoods.com.au). We’ll coordinate with the carrier on your behalf.

  • If your parcel hasn’t arrived within the expected delivery timeframe, please:

    1. Check your tracking details – These are emailed to you when your order is dispatched.

    2. Contact the carrier – They may be able to locate or redirect your parcel.

    3. Notify us – Email sales@creativenativefoods.com.au with your order number and any case or reference number from the carrier.

    We’ll work directly with the courier to investigate and provide updates. While we are not responsible for delays or losses once a parcel is with the carrier, we’ll do everything we can to help resolve the issue quickly or arrange a suitable solution.

  • We do not accept returns for change of mind. All sales are final unless the product is faulty or damaged.

  • Under Australian Consumer Law, you are entitled to a replacement or refund. To qualify:

    • Item must be unused and in original condition.

    • Return request must be lodged within 30 days of delivery.
      Email photos to sales@creativenativefoods.com.au for assessment.

  • Contact us before returning goods. If approved, send the item to:
    75a Orsmond Street, Hindmarsh SA 5007.

  • Once received and inspected, we’ll notify you of approval or rejection. If approved, refunds are processed back to your original payment method. Payment platforms, such as Stripe, may take up to 14 days to complete the refund.

Returns & Refunds

  • Our gift cards are delivered digitally via email, so your recipient can use them immediately or easily forward them. They never expire, giving flexibility to shop at their convenience. At checkout, the recipient simply enters their unique gift card code to apply the balance to their order, including taxes and shipping. Multiple gift cards can be used on a single order if desired.

    Please note: gift cards cannot be used to purchase subscription products.

  • Online gift card purchases are digital only. However, if you contact us directly, we can arrange to mail a physical card to your nominated address for a $3 fee (including postage).

    If you’re purchasing in-store at our Hindmarsh warehouse, we can provide a physical gift card free of charge.

    For any questions or assistance, email us at: sales@creativenativefoods.com.au

Gift Cards

    • Dry goods: Keep in a cool, dry, and dark place. For products in biodegradable packaging, transfer them to an airtight container immediately to preserve freshness and quality.

    • Frozen fruit: If you won’t use them within 3–5 days, refreeze immediately upon arrival. If you plan to use them within that timeframe, store them in the refrigerator until needed.

    • General advice: Always consume products before the use-by date to ensure optimal quality and safety.

  • Allergen information is listed with each product. Always read labels carefully. Contact us if you require allergen-safe options.

  • Contact us ASAP—orders aren't processed after dispatch.

  • Yes. Contact sales for account setup and pricing.

  • Email sales@creativenativefoods.com.au or call (08) 8234 4893 during business hours (Mon–Fri, 9 am–4 pm ACST).

Additional FAQs