Frequently Asked Questions
Quick answers about shopping with PH Packaging, including ordering, weekly fulfilment, payment, delivery, pickup, order tracking and returns.
Placing and managing an order
How to shop, review your cart and what happens after an order is placed.
How do I place an order?
Browse our categories or use the product search, add the products you need to your cart, proceed to checkout, choose Pickup or Delivery where available, select your payment method and place your order.
What happens after I place my order?
Your order is recorded in our system and follows the PH Packaging fulfilment process: Order Received → Order Confirmed → Stock Ordered → Stock Received → Ready for Pickup / Delivery → Collected / Delivered.
Can I change or cancel an order after placing it?
Please contact us as soon as possible with your order number. Whether a change or cancellation can be made depends on how far the order has progressed through purchasing and preparation.
Where can I find my order number?
Your order number is shown on the order confirmation page and in the email sent after your order is placed. It is also available through My Orders.
Payments, GST and invoices
PH Packaging currently supports card payment and bank transfer.
What payment methods do you accept?
You can pay by Credit / Debit Card or Bank Transfer. The available payment options are shown during checkout.
When is a bank transfer order treated as paid?
A bank transfer order remains pending until payment is received and confirmed by PH Packaging. Please use the order reference shown at checkout when making the transfer.
Will I receive a Tax Invoice?
Yes. For card payments, the Tax Invoice is issued after successful payment confirmation. For bank transfers, it is issued after the payment has been received and confirmed.
Are prices subject to GST?
Product pages show the applicable product price information and checkout provides the order totals, including GST, before you place your order.
Weekly fulfilment and collection
Pickup and delivery dates are based on the active weekly schedule.
Where can I collect my order?
Pickup is available from our Port Macquarie collection point. Your confirmed pickup date and time window are shown during checkout and in your order details.
Do you offer delivery?
Yes, delivery is available to selected active suburbs and postcodes. The checkout checks your suburb and postcode and applies the relevant delivery fee and schedule where available.
What if you do not deliver to my suburb?
If your suburb and postcode are outside the current delivery areas, you can select Pickup in Port Macquarie instead.
What happens if I order after the weekly cut-off?
Orders placed after the active weekly cut-off normally move to the next available fulfilment cycle. Checkout shows the applicable estimated pickup or delivery schedule before you place the order.
Where can I see current delivery areas, fees and schedules?
Visit our Delivery & Pickup page for the current active suburbs, postcodes, fees, cut-off times and weekly fulfilment schedule.
Check the progress of your order
No password is required to access your PH Packaging order history.
How do I track my order?
Go to My Orders, enter the email address used for the order and follow the one-time login code process. Your current order status and fulfilment details will be displayed there.
What do the order statuses mean?
The customer-facing timeline is: Order Received, Order Confirmed, Stock Ordered, Stock Received, Ready for Pickup / Delivery, and Collected / Delivered.
When should I come to collect my order?
Please collect after your order is marked Ready for Pickup or after you receive confirmation from PH Packaging. This helps avoid arriving before all items have been received and prepared.
If something is not right
Our returns policy covers eligible voluntary returns and order problems.
Can I return an item if I change my mind?
Eligible non-food products may be returned within 7 calendar days of delivery or collection, provided they meet the conditions in our Returns & Refunds Policy.
Can food ingredients, perishables or opened products be returned?
Food ingredients, perishable goods and opened products or opened packaging are not eligible for a change-of-mind return.
What should I do if an item is damaged, incorrect or missing?
Please notify PH Packaging within 48 hours of receiving the order and include your order number, affected product or SKU, quantity and clear photos where relevant.
How are approved refunds paid?
Approved refunds are returned to the original payment method. Delivery fees are not refundable for voluntary change-of-mind returns.
Finding the right product
Search by product name, category or SKU and compare the available options.
How can I quickly find a product?
Use the search box in the website header. Start typing a product name, category or SKU to see matching categories and product suggestions.
Why does a product sometimes show “Price unavailable”?
This means the product is visible in our catalogue but is not currently available to order at a confirmed selling price. Products that are ready to order will show the applicable price and Add to Cart option.
Can I ask for help choosing the right product?
Yes. Contact our team with the product type, size, intended use or SKU you are considering and we can help you identify suitable options.
Do you support bulk or recurring business orders?
PH Packaging is designed around consolidated ordering for food and hospitality businesses. For larger or recurring requirements, contact our team so we can review the products and quantities you need.
Still need help?
Contact PH Packaging and include your order number or product SKU where relevant so we can assist you faster.