HELP AND SUPPORT

How to Order

How to order

NEW CUSTOMERS

All new customers are required to complete a new customer application form, prior to your first order, to ensure we have accurate delivery and billing information. Your details will then be reviewed by our accounts department for authorisation, and forwarded to your dedicated customer service ‘Angel’ to arrange your first delivery. NB. This process usually takes between 1-2 business days. Please click on the ‘Register’ link to apply now.

HOW TO ORDER ONLINE

For an easy guide to ordering online visit our ‘How to Order’ page, where you’ll find guided video tutorials and a helpful list of frequently asked questions.

HOW TO PLACE A PHONE ORDER

To order via phone our orders line on (02) 9565 1544 and place your order with one of our customer service "Angels" or, if our lines are closed or busy, on our 24 hour answer machine service.

When placing an order please be sure to provide us with the following important information:

  1. your name
  2. your business name
  3. your contact phone number
  4. your customer code (located on the top right corner of your invoice)
  5. the day on which you require your order
  6. and finally, your order!

To avoid the risk of error and disappointment please be sure to speak clearly, and use the “exact” product names as stated on your invoice or price list. Please note that loud background noise, or
poor mobile reception can result in disconnection, so if in doubt, please phone us back.

ORDERING & CLOSE OFF TIMES

Orders for ‘next day delivery’ must be received no later than 4.00pm WEEKDAYS and 11:00am WEEKENDS. Orders for the following day will NOT be processed if placed after these deadlines.
NB: Special ordering times will apply for PUBLIC HOLIDAYS so please check with us if you haven’t received written notification in your box during the week prior.

MINIMUM ORDERS

Due to the administration, delivery and packaging costs involved, the minimum daily order per delivery is $35 (net of GST) for regular weekly customers. A $100 minimum will apply to one off or
irregular orders. Orders below those values may not be delivered or may be rounded up. All products that require ‘Temperature Controlled’ (TC) deliveries will be subject to a $15 minimum order.
This $15 will be incorporated into our current minimum of $40 and NOT on top of it. The delivery of these products in this way is not negotiable and is required to ensure that you receive high
quality products in a safe, reliable and efficient manner.

STANDARD ORDERS

For peace of mind we strongly recommend you place ‘Standard Orders’, which will operate as ‘insurance’ against failure to place an order within our cut-off times, and may be adjusted or
modified at any time to meet your daily needs.

DELIVERIES

Most deliveries are made between 4am – 10am, seven days in most areas. Wherever possible, our drivers will strive to deliver at the earliest convenient time for you, however, due to the
unpredictability of traffic and weather we cannot guarantee delivery times. If your premises cannot be attended at the best time we can arrange delivery in your area, it will be your responsibility
to provide a secure place for orders to be left and boxes to be returned. Risk and responsibility for the goods delivered to you, as invoiced, must be paid for accordingly regardless of any theft or
damage. Please notify our office immediately by phone if delivery instructions need to be altered.

UNNATTENDED DELIVERIES

If your premises cannot be attended at the best time we can arrange delivery in your area, it will be your responsibility to provide a secure place for orders to be left and boxes to be returned.
Risk and responsibility for the goods delivered to you, as invoiced, must be paid for accordingly regardless of any theft or damage. Please notify our office immediately by phone if delivery
instructions need to be altered.

CREDITS

To ensure that your credits are issued efficiently, you must notify our office of any requests before 3pm on the same day of receipt. Any requests outside of this time will not be granted. Any
products with quality defects or issues, where you believe a credit is required, must first be reported to our office and then returned via the driver, before a credit can be authorised. Please note,
we do not offer compensation for loss of sales under any circumstances.

RETURNS

It is our policy not to take back returns if you are unable to sell over-ordered products or accidentally order the wrong thing. N.B. Our drivers have been instructed not to accept any returns
unless authorised by our office.

BOX RECYCLING

In line with the new Environmental Protection Authority initiatives, our delivery boxes, which remain the property of Bob & Pete’s 100% Yum, must be returned to your driver for recycling.
Despite our best efforts, some of our boxes are unlawfully acquired by our imitators, to reduce their expenses and pass off inferior products as ours. Please note, it is a serious offence to display
or deliver products from another bakery in a Bob & Pete’s 100% Yum box. So if you receive a delivery without an accompanying printed BOB & PETE'S 100% YUM invoice, we'd appreciate a call so
we can take appropriate action.

PAYMENT TERMS

All payments must be made in accordance with the agreed terms as stipulated on your invoice. If your account goes into arrears you may receive an ‘Overdue’ warning message on your invoice,
or be contacted by our accounts department, at which point further deliveries may be suspended until payment has been received.

UNPAID ACCOUNTS

If you fail to pay your account in according to your agreed terms, it is company policy to, where necessary, list a default on any overdue account with Veda Advantage Business Information
Services Ltd which may remain on your national credit file for up to 5 years. Legal action will also be taken to recover the debt with all costs made payable by you, together with interest.

CHANGE OF OWNERSHIP

If you sell or transfer proprietorship of your business while trading continues, you must notify us before settlement and full and final payment must be received within 3 days of such sale or
transfer. If you fail to do so you will be held responsible for any and all amounts outstanding.

PRICES

Bob & Pete’s prices are subject to change at our discretion, and slight rounding may occur as a result of the GST component charged on certain products.