Welcome to our online store

Frequently Asked Questions.

Account.

How do I Sign-in?

You can sign-in at the beginning or at any time whilst shopping by selecting ‘Sign In’ in the top left-hand corner and enter your email address and follow the prompts to create your Morphett Vale Foodland Online account. Alternatively, you can register at the checkout before finalising your order.

How do I update my personal details?

To update any of your account information, click on your name on the left-hand side of the site above the shopping cart. Select ‘Contact Details’ to view your account information and make any changes required.

What happens if I forget my login details or password?

If you have forgotten your email address, please contact Customer Service Team on 08 8382 5092  Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com

How do I see what’s in my trolley?

On the right-hand side of the screen the shopping trolley shows the most recently added items in your shopping trolley. To review the whole trolley or edit it, click on ‘Review Order & Checkout’ at any time. You can return to shopping after viewing and making any changes to your trolley.

Products.

Which products can I order online?

Morphett Vale Foodland Online offers most products you would find in our store however currently some products will not be available to order online including, but not limited to; tobacco, magazines, greeting cards, gift cards, epay and giftware.

How do I find products?

You can search for products by using the product search bar at the top of the page or you can use the menu to the left-hand side of the page to browse the categories. The products can then be filtered further by clicking on the ‘Refine’ button located above the product listing.

If I order a product, am I guaranteed to receive it?

As we open our timeslots 7 days in advance, and only pick on the day of your reserved timeslot, we cannot guarantee stock availability. As our inventory levels change on a minute-by-minute basis, the products displayed on our website only indicate the range available, not inventory. We will always endeavour to supply your order in full as much as possible.

Are substitutions allowed?

If the item you ordered is unavailable, you may (or may not) want the picker to select a similar item. This can be set per item by clicking the ‘Add Note’ icon below an ordered product. It can also be set against a whole order using the substitutes box in the checkout.

If I ‘allow substitutions’ what price will I be charged for items that have been substituted?

If the item you requested is unavailable we will endeavour to select an item of equal or higher value. In this case, you will be charged the price of the originally selected item. In some circumstances we may need to substitute with a lower value product and in this case, we will charge you the lower prices. If we are unable to supply a substitute you will not be charged for the item.

Is there a maximum number of items that can be ordered?

We limit to Household or Personal use quantities. However if you wish to order outside normal household quantities please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com prior to ordering for further assistance.

Can I order Multibuy purchase products advertised in catalogues?

For online purchases we do allow customers to purchase products advertised as Multibuy promotions in catalogues.

Placing an order.

Can I order for Interstate Deliveries?

Unfortunately as we only use local point-to-point couriers, we are unable to deliver interstate.

Will I receive confirmation for my order?

Once you have completed your order, you will receive a confirmation via email for the order, including the collection/delivery details. The volumes & products may change depending on availability, substitutions and/or actual weights of fresh items.

Is there a minimum value of an order?

The minimum value of an order is $30 excluding delivery fee.

Can I amend or change products in my order once I have checked out?

Yes. Please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com and we will endeavour to help you amend your order.

When will my order be picked?

Orders are picked only on the day of your reserved timeslot.

Can I reserve my timeslot before I place an order?

Timeslots are reserved on a first come, first serve basis and cannot be held. Your timeslot is reserved at the completion of checkout. You can view available timeslots under your cart total to the right of the screen.

When do new timeslots become available?

Timeslots are opened 7 days in advance of the timeslot start time.

Payment.

How do I pay for my order?

You are required to provide credit/debit card details when you complete your order. If you have purchased fresh foods (weighed items such as fruit & vegetables, meat etc) the exact weight and price of the item will be determined at the time the order is picked. Once your order has been picked, fresh food weights have been collected and your order finalised your card will be charged. If your card is declined, we will try to contact you.

Do I receive a tax invoice?

A receipt/tax invoice of your order will be emailed to you once your order has been picked and packed.

Delivery.

Do I need to be at home to receive my delivery? Can my goods be left at my delivery address when no one is home?

We can take no responsibility for goods that are left on your premises unattended. Please ensure that you are available to receive your goods in your chosen timeslot. If you are not going to be able to be home, please contact the customer service team 08 8382 5092 Monday – Friday 8.00am – 5.00pm as soon as possible to arrange an alternative time for your delivery.

What are the delivery times?

We deliver Monday – Friday (excluding public holidays), with delivery windows – 4:30pm -7pm. Orders for delivery will need to be placed 3 hours before the delivery window time closes.

Can I receive my order at a specific time?

We are unable to provide a specific time.

What are the delivery costs?

Zone 1 
Orders up to the value of $199.99 incur a delivery fee of $10.00.
Orders to the value of $200 & over have Free Delivery
Zone 2 
Orders up to the value of $249.99 incur a delivery fee of $17.00.
Orders to the value of $250 & over have Free Delivery

We do however offer a Click & Collect service that you can use.

Can I change my delivery window after I have checked out?

Yes. Please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com and we will endeavour to help you change your order delivery timeslot to suit you.

Does Morphett Vale Foodland deliver to my area?

When you select your delivery address the online site will advise if delivery is available to your area within a fixed radius from our store. We do not deliver interstate or outside of this radius at this current time.

Pickup.

Can I pick up my order rather than have it delivered?

Yes, instead of requesting home delivery, you can specify that you would like to pick up your order from one of our chosen hub stores on a nominated day & time. Just select ‘Click & Collect’ during the checkout process. Your order will be packed, and ready for you to collect at the store.

Where do I collect my order from?

Click & Collect orders are to be collected from the Service desk at the front of the chosen store. Please bring your Order number, Proof of ID & Credit Card used to pay for the order when collecting your order.

What are the cut off times for Click & Collect?

Click & Collect collection hours are:

Monday – Friday 8:00am - 7:00pm

Saturday 8:00am – 4:00pm

Sunday 12.00pm – 4.00pm

  • We offer Same Day Click & Collect 7 days a week.
  • Order before 16:00 (4pm) Monday - Friday for Same Day Click & Collect.
  • Order before 13:00 (1pm) Saturday - Sunday for Same Day Click & Collect.

Refunds.

What happens if a product that has been delivered is damaged?

You can make a claim for a refund or credit back to your account by contacting our customer service team 08 8382 5092 Monday – Friday 8.00am – 5.00pm within 24 hours or email customerservice.mvf@gmail.com  Morphett Vale Foodland may need to inspect these items so please keep them and their original packaging until we advise they can be discarded.

What should I do if any products are missing from my order?

Please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com and we will endeavour to rectify the issue promptly.

What if I have a question about my order or a billing issue?

Please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com and we will answer any questions or issues you may have about your order.

Can I cancel my order?

You may cancel your order, however doing so after midnight for a delivery due that day may incur a fee of $30.

For more help.

Please contact the customer service team on 08 8382 5092 Monday – Friday 8.00am – 5.00pm or email customerservice.mvf@gmail.com and we will assist you.

assist you.

 

Dear Valued Customers,

All orders must provide a proof of identification and matching credit card on delivery or pickup. If choosing to have your order delivered you must be present as we do not leave groceries unattended. Failure to do so will result in your order being cancelled, and the goods returned to the store, we may also charge a fee of up to $25 for perishable items on the attempted order. We will endevour to do all in our power to try and contact you before cancelling your order. If your order is suspected to be fradulent, your details will be forwarded on to SAPOL for further action. 

As we open our timeslots 7 days in advance, and only pick on the day of your reserved timeslot, we cannot guarantee stock availability. As our inventory levels change on a minute-by-minute basis, the products displayed on our website only indicate the range available, not inventory. Please be assured we will always endeavour to supply your order in full as much as possible.

Please select your timeslot for delivery during the checkout process. Timeslots cannot be held whilst you are still adding items to your cart.

$1.00 will be taken from your card at checkout and the remaining balance will be finalised when the picker has finalised your order.

We appreciate your understanding,
Morphett Vale Foodland Online Team