FAQ

Carboor is a district in the King Valley in north east Victoria, around 50km south west of Wangaratta.  It is the site of our first hazelnut farm.

We have a factory gate shop on our farm in East Wangaratta - more details at https://www.carboorharvest.com.au/pages/visit-farmgate-shop   If you are Melbourne based and want to taste our delicious nuts prior to purchase, we sell at multiple farmers markets in Melbourne – find details at https://www.carboorharvest.com.au/pages/farmers-markets.

We offer wholesale pricing through our store at Ordermentum

We are in the process of calculating the carbon footprint for our business and will make it available in due course.  Items of note – we have planted 11,000 trees and have plans to plant a further 25,000 trees.  The area of these trees is left fallow, and grass is mown to support carbon sequestration.  Our hazelnut processing facilities have a large 29kW solar system installed, that while it does not fully power the peak electrical requirements of the processing, it does power the bulk of our facility requirements.

Yes, we have curated a selection of the best recipes from Australian and international chefs into a Hazelnut Healthy Eating Handbook. 
The book is a free e-book available at https://www.carboorharvest.com.au/products/hazelnut-healthy-eating-handbook

We crack, sort and pack our hazelnuts close to Wangaratta in north east Victoria.  We have modern, efficient processing equipment specifically designed for hazelnuts.

The best way to contact customer support is via email at contact@carboorharvest.com.au.  We will endeavour to respond to you within 2 business days.

Contact Ben via email at ben.barrow@carboorfarms.com.au for further advice and guidance for getting into the industry.

Allergens are identified in the Allergen Advice section of our product descriptions.  Obviously, our products contain tree nuts and
is made/packed on equipment that also packs other tree nuts (hazelnuts, almonds, pecans, walnuts, pistachios, macadamias, cashews, brazil nuts) and
peanuts.  While we use best practice cleaning procedures, we cannot guarantee the absence of any allergen and as such our product range may not be suitable for customers with severe allergy
sensitivity.  Our dried fruit enerally
contains sulfur dioxide (220). 
Individual products may contain wheat.

No, we do not currently offer gift cards.

We accept major credit cards, PayPal and Google pay on the website.

Keep your products in airtight containers in a cool, dark place like a pantry.  While not generally necessary, it is safe to keep nuts in the fridge or freezer.

No, we only sell conventional nuts unless marked otherwise.

We do not currently offer a gift-wrapping service.

Our return policy is available at https://www.carboorharvest.com.au/policies/refund-policy

For retail customers, we offer a range of suitable sizes based on your needs from 125g to 12kg.  If you are interested in wholesale food service and industrial sales, further details are available at https://www.carboorharvest.com.au/pages/wholesale

You can cancel or modify your order prior to fulfillment.  Depending on the order date, this may be same
day, next day or 2 days.  If you need to cancel or modify your order, contact the team at contact@carboorharvest.com.au. 

The webstore will send you a confirmation email soon after the order is placed.

Yes!  We have many discounts available.  Use the WELCOME code for 10% off your first order.  You will receive emails offering discounts for photo reviews or referrals via Loox.  Additionally, you can sign up for Smile and earn frequent shopper points with every purchase.  We also offer occasional discounts and
special offers to subscribers.

Country of origin information is provided in the product description for each product.  As far as possible we use Australian grown and packed products.

No.  If you have ShopPay, PayPal or Google Pay you can use these profiles.  Be careful to double check your delivery details as we have had issues in the past with information copying over incorrectly.

We do not currently have a sample pack of different nut varieties and products.

We source the best available products, many of which are probably not available to
your local shops, and these are generally substantially more expensive than mainstream products.  Also, we provide
free shipping Australia wide so we are saving the cost of your trip to the
local shops.

Our products are generally sold with a 12 month best before date. 

Contact us at contact@carboorharvest.com.au and describe the problem you are facing.  We may refund, replace or offer a store credit in accordance with our refund and return policy described at https://www.carboorharvest.com.au/policies/refund-policy

Contact the team on contact@carboorharvest.com.au as soon as possible and if it is not yet shipped, we will work with you to add the product.

At the moment, we do not ship outside of Australia, however we are currently assessing cross border sales to Singapore, Hong Kong and the United States.  If you live outside of Australia and would like to purchase our products, please contact us at contact@carboorharvest.com.au and we will prepare a shipping quotation for you.

When your order is dispatched, we will send tracking details linking to the Australia Post or courier website for you to track the delivery.

We generally dispatch within 2 business days from Melbourne.  Shipping is dependent on your location and the time of year.

We offer a $16 flat rate for shipping Australia wide on orders of $155 or less.  For orders over $155 we offer free shipping Australia wide.

We generally ship with Australia Post (but will sometimes use couriers for large orders in capital cities where it is assessed to be safe to use them), so we have very limited opportunity to leave delivery instructions.  We do leave notes on individual cartons
instructing the driver, but there is an inconsistent result from this.

Contact the team on contact@carboorharvest.com.au as soon as possible and if it is not yet shipped, we will work with you to change the address.  We mainly use Australia Post and can possibly
change the address after dispatch, but sometimes this doesn’t work.