Please note that some shipping companies are experiencing delivery delays due to the current weather impacts, particularly on the East Coast. We continue to despatch orders daily, however there may be a delivery delay that is beyond our control.  Please refer to the relevant shipping company websites when you receive your tracking information for updates. 

Q: How long will it take for my order to be despatched from your warehouse?
A: We strive for a next day dispatch on orders and use a variety of freight companies to deliver your goods as quickly as possible. 
During peak seasons (such as the lead up to Christmas) orders can take an extra day or two to process so if you require a specific delivery date, please details this in the order notes during checkout so we can ensure we meet your needs.

Q: How do I pay for my order?
A: Our secure eWay and PayPal payment gateway allows you to make a payment via credit card or direct transfer.

Q: I have forgotten my password:
A: Click the "forgotten password" button on the log in page and enter your registered email address.  A new password will be emailed to you.  You can then copy and paste this into the log in page 

Q: Where do you deliver?
A: We delivery Australia wide. Whether you are in the country, city or outback, we will always be able to get your goods to you.  Please note that we can not deliver to PO Boxes.  Please provide a physical address.

Q: Can you deliver to my PO Box?
A: Unfortunately not, we use a network of couriers and can not deliver to PO Boxes.  Please provide a physical address.

Q: How long will shipping take?
For the majority of orders, we use a freight company called Direct Freight.  You can check delivery estimates directly with them via this link: https://www.directfreight.com.au/ETACalculator.aspx

Q: Do you have a minimum order value
A: We have a minimum order value of $50.

Q: How do you calculate freight:
A: We have implemented a freight calculator which is inline with our main freight company.  It will calculate the most cost effective freight charge depending on the cubic calculation of the products you have ordered and your delivery postcode.  Please note that certain remote areas in TAS, SA or WA might require a freight surcharge which can not be calculated during checkout.  If this occurs, you will be contacted prior to your order being shipped.

Q: Do you offer free freight?
A: YES!  If you are in a metro delivery region, once your order sub-total goes over $250, free shipping will be available.  Orders that are going outside those metro regions are offered subsidized freight rates when the sub-total is over $250.

Q: Can I track my order?
A: The day that your order is despatched, we will forward an email from Direct Freight with your tracking information.  Please note you do not need an account to track, simply click on the hyperlinked consignment number. If you have not received this shipping notification, please phone us on 02 9931 7600 to get further information.

Q: How do I become a Distributor of your products?
A: Click on the "Become a Distributor" link and complete your details.  One of our nationwide Sales Representatives will contact you and discuss your business prior to opening a trading account.

Q: Can I buy just 1 packet of a product?
A: No, we are a wholesaler so all products are sold in wholesale quantities which is normally a "unit of sale" comprised of a few packets of each product. For individual packets, you can buy from one of our Distributors.

Q: Can I return products for a refund?
A: Notification of any problem that may result in a return or refund must be made to the Customer Service Department within 14 days.  Goods are returnable or refundable only for reasons of shipping error or defective stock. No returns are accepted without prior approval and a copy of the relevant invoice must be attached. Any stock returned unauthorised will not be credited. If you have changed your mind on your purchase, the following "Change of Mind Returns" policy applies - please contact us before trying to return any goods.

Change of Mind Returns
• Change of mind returns are only accepted within 14 days of the invoice date of the ordered items
• Freight and returns must be organised by the customer. (If you want us to organise freight, we will need to deduct the freight cost from any refund applicable. You will also need to provide carton dimensions, weights and the times you are available for the collection to be picked up)
• Once the returned goods have been received and inspected (they must be unopened, unused and with original packaging intact) a refund will be processed to the value of the returned goods – less any restocking fee and freight fees.
• A 15% restocking fee for Change of Mind Returns will be charged
• Seasonal product returns will not be accepted once the seasonal event has passed.

Q: I ordered the wrong product, can I exchange for something else?
Yes, if you have ordered the wrong product, we can exchange for you however this process follows the same steps as listed above in the "Change of Mind Returns"
information.  The new stock will not be shipped by us until your return is received. (If you need your new item quickly, we recommend placing a new order for the item you want while waiting so we can get this to you ASAP. As soon as your return is received, we will then process a refund using your original payment method)

All products are shown inc GST. GST of 10% is applied to your order. 

Q: Are Alpen an Australian Company?
A: YES! We is an owned and operated Australian family Company with over 50 years experience in the Hospitality Industry.  We are also a 3rd generation family business.

Q: Can I Click & Collect?
A: Yes! We now offer Click & Collect for Sydney customers. Place your order by 12pm and collect between 3-5pm same day! Our collection point is Unit 17/9 Dympna St, Cromer, NSW 2099.