Frequently Asked Questions

About Providoor

What is Providoor?
Providoor is a marketplace created to deliver food from Australia's best restaurants to consumer’s doors. All meals are chef-prepared and delivered chilled ready to be simply heated and served at home.

Where do you deliver to?
Providoor delivers Sydney restaurants to Sydney Metro, Regional NSW (including the Central Coast, Blue Mountains, Bathurst, Newcastle and Wollongong), as well as Canberra metro. See our delivery info page here.

Can I order from multiple restaurants through Providoor?
You can order from as many restaurants as you want, however there will be a delivery charge per seller.

How much does shipping cost?
Standard delivery is $16.50 per restaurant or store unless otherwise stated in their policies.

Why is there a delivery fee?
We charge a delivery fee to keep our restaurant commission rates low.

How far in advance can I order?
Orders placed before 4pm are for next day delivery. You can also select a date in advance using the calendar in checkout.

Is there a minimum order amount for home delivery?
There is no minimum order for delivery.

What time will my delivery arrive?
All deliveries in NSW & ACT are made between 9am and 6pm.

What happens if I am not home when the delivery arrives?
We will deliver using reasonable endeavours, to the address nominated by you. All deliveries will be left unattended (subject to any reasonable directions from you with your order). If your nominated delivery address is an apartment, unit, or other secured building you must provide the access code, instructions, or such other means to enter. Otherwise, the delivery (including non-delivery) will be at the discretion of our Logistics partner.

Can the driver call me when he arrives as my doorbell/buzzer doesn’t work?
Please add any requests to the delivery instructions at the checkout.

Can I add or remove items to/from my order?
Restaurants have no way to edit an order once it has been made - you will need to place a second order or the first order can be refunded and a new order placed.

Can I place an order over the phone/via email?
All orders must be placed via the Providoor website.

How long can I keep the food in the fridge before eating?
Each item will have a use by date listed. Generally, with 48 hours of delivery.

Where are the cooking instructions?
Cooking instructions can be found on each product advert & a printed copy will be delivered with your order.

What do I do if I have a complaint or query?
Please contact our Customer Service Team by emailing us here.


How Providoor Works

What does Providoor sell?
Providoor is primarily a marketplace for Australia’s best restaurants to sell finish-at-home meals. Bar and grocery products are also available through Providoor.

What does ‘finish-at-home’ mean?
‘Finish-at-home’ means there are a few steps you need to take to heat and plate up dishes once they have been delivered to you. Food is delivered chilled and packaged. You’ll need to follow directions provided by the restaurant to get them ready for the table. This can involve an oven, stove or microwave - instructions can be found on each dish’s page listing.

What does ‘marketplace’ mean?
By ‘marketplace’ we mean a multi-seller platform - one that allows you to purchase from multiple sellers in one transaction.

Does Providoor deliver?
Providoor works with a world class, nationally trusted delivery partner to fulfil delivery of orders made through the platform. Click and collect is also available from select restaurants/ sellers. You can find all our delivery information here.



Restaurant Orders

Can I place an order over the phone/via email?
All orders must be placed via the Providoor website.

What preparation is required to serve the food? And are there instructions?
There are usually a few steps you need to take to heat, dress and plate up dishes once they have been delivered to you. Food is delivered chilled and packaged. You’ll need to follow directions provided by the restaurant to get them ready for the table. This varies and can involve an oven, stove or microwave - instructions can be found on each dish’s page listing as well as with your order (either printed or accessible through a QR code).

Can you cater to dietary requirements?
Most of our restaurant partners list dietary information for each dish under the description. However, if you wish to enquire about specific dietary requirements or allergies, we recommend contacting the restaurant directly to discuss your specific needs.

Can I order in advance?
Orders placed before 4pm are applicable for next day delivery. You can also select a date in advance using the calendar in checkout. Note that once you put in your delivery postcode only delivery days applicable to your address will show as ‘available’.

The dish that I wanted to order is no longer available - what happened?
Seasonal availability of ingredients and limited production of particular dishes can mean an item will sell out. If a dish sells out it will no longer appear on the platform for purchase.

Cancellation Policy
We may be able to cancel your order if there is more than 48 hours before the start of your scheduled delivery window. Please contact our team at support@providoor.com.au with your invoice number and our team will advise if it is possible to cancel your order.



Recycling & Packaging

Whilst we cannot currently facilitate the recycling of gel packs and internal packaging, please note we are looking into ways to reduce our environmental impact.

Can I recycle the silver insulated bag?
The silver insulated bag cannot be put in a home recycling bin. However, you can contact your local council and they will advise if there is a specific location in your area where you can take this item to be recycled.

Can I recycle the gel pack?
The contents of the gel pack you received inside your order is non-toxic. If you would like to empty the liquid from each of the squares down the drain, you can place the plastic in your recycling bin.



Delivery

How much does shipping cost?
Standard delivery is $16.50 per restaurant or store unless otherwise stated in their policies.

Why is there a delivery fee?
We charge a delivery fee to keep our restaurant commission rates low.

Is there a minimum order amount for home delivery?
There is no minimum order for delivery.

Can I request a specific delivery time?
Unfortunately, we are unable to facilitate specific delivery times within our courier partners delivery timeframe. Please note we are working to offer the option to select a more specific delivery time in the future.

What happens if I am not home when the delivery arrives?
Deliveries are left according to all reasonable instructions provided by the customer. If there is a chance you will not be home when the delivery is made, please provide instructions for the driver so it can be left in a safe place. If your nominated delivery address is an apartment, unit or other secured building you must provide the access code, instructions or such other means to enter. Otherwise, the delivery (including non-delivery) will be at the discretion of our delivery partner.

Can the driver call me when he arrives?
Please add any requests to the delivery instructions at the checkout. Note that you will be alerted via text message that your delivery will be arriving soon and also once your delivery has been made. Please find delivery communication information here.



Click & Collect

Can I pick up my order?
Some (not all) sellers offer the option to collect orders. This will be listed on each of their product pages and their main restaurant pages.

Can I do same day click and collect?
Some (not all) sellers allow same day click and collect. You’ll need to check with each restaurant individually. You can find their contact information here.

What time can I collect my order?
Each restaurant has different collection times. You’ll need to check with each restaurant individually. You can find their contact information here.



Customer Service & Support

How do I contact Providoor?
Please email support@providoor.com.au

What do I do if I have a complaint or query?
Please email support@providoor.com.au

How long will it take for Providoor to respond by email?
The Providoor customer support team is available on email 8am - 7pm 7 days a week. We prioritise urgent queries but you can expect a response within 24 hours.



Gift Vouchers

You can purchase E-Gift Vouchers here

As of 26th November 2020, Providoor has switched to a new system of delivering e-gift vouchers. Any vouchers purchased prior to this are still valid for 3 years from purchase and redeemable by following the instructions on the email or PDF provided at the time of purchase. If you have any questions please email us.

Are gift vouchers digital or physical?
Providoor gift vouchers are digital only and emailed to you at the time of purchase. We don’t offer physical gift vouchers at this stage.

When will my gift voucher be sent to me?
If you're purchasing more than $500 worth of gift vouchers, they will be issued in 12-48 hours. If you're purchasing less than $500 worth of vouchers, they will be issued immediately. If you have not received it please check your spam/ junk folder or contact us at support@providoor.com.au.

How do I redeem a gift voucher?
If your gift voucher was purchased before 26 November 2020, to redeem you will need to enter the voucher number in the 'Coupon Code' field at checkout. Note that vouchers purchased before 26 November 2020 cannot be redeemed in conjunction with any other promotional code and are single use only.
If your gift voucher was purchased after 26 November 2020, to redeem you will need to enter the e-gift voucher code & PIN at the payment stage of checkout.

How long are gift vouchers valid for?
Providoor gift vouchers will expire 3 years after the date of purchase.

I have a question relating to a gift voucher, who can I speak to?
Please email us. support@providoor.com.au

Is the delivery fee covered when using a gift voucher?
If your gift voucher was purchased before 26 November 2020, your gift voucher will cover goods only i.e. delivery is not covered by the voucher. If your gift voucher was purchased after 26 November 2020, you voucher covers goods and delivery.

Now that you've updated gift voucher redemption, can I still use my old Providoor voucher?
Yes, you can still use the voucher as per the instructions supplied at purchase. All vouchers are valid for 3 years from purchase.

Who do I contact if I haven’t received the gift voucher I purchased?
Please email us support@providoor.com.au

I have misplaced my gift voucher in my inbox, who do I contact?
Please email us support@providoor.com.au

I think I entered the wrong email address when purchasing my gift voucher. Who do I contact to update this?
Please email us support@providoor.com.au

Can I use multiple vouchers in a single transaction?
If the vouchers you are redeeming were purchased after 26 November 2020, yes you can use multiple gift vouchers in the same transaction.
If you are needing to transact with multiple vouchers that were purchased prior to 26 November 2020 please email support@providoor.com.au

I have a voucher that was purchased prior to 26 November 2020 as well as a voucher that was purchased after November 2020, can I use them both in one transaction?
Yes, you will need to use the coupon code field to redeem the earlier style voucher, and enter the e-gift voucher code & PIN of the newer style voucher at the payment stage of checkout.

Where can I check my gift voucher balance?
You can check your balance here.

Can you change my old gift voucher over to a new gift voucher?
Unfortunately not at this stage. If you are having particular trouble though, please email support@providoor.com.au and we can assist.

How many gift vouchers can I order in a single transaction? What is the best way to order bulk gift vouchers in a single transaction?
There is no limit, however, please email support@providoor.com.au and we can assist you with bulk orders (i.e. over 15 vouchers).

Can I choose how much the voucher is for?
Of course, this way you can customise your perfect gift. Just enter the value when you add the voucher to the cart.

Can I write a custom message?
Yes, you are able to do this at the checkout.




Corporate or Bulk Gift Vouchers

Can I order gift cards in bulk?

Yes, you can order bulk gift cards from our corporate gifting portal, here you can either do a bulk order (order a large number of cards to be emailed to you, which you can then distribute), or a bulk send out (order a large number of cards, input the emails of those you would like to send the cards to and we will send them out for you).

 

What is the difference between regular gift cards and corporate gifts?

Regular:

Maximum of 5 gift cards per order

Value between $50 and $500 AUD

No requirement to create a Providoor Corporate Account

Corporate:

Maximum 400 cards per order

Total order value between $500 and $10,000

A corporate gift card account is required. You can create one here

 

What are my payment options?

For bulk gift card orders we can only accept Direct Deposit (eft). Once you place your order you will be sent an invoice with all the details to arrange payment. Please note your gift cards will not be supplied until payment is received. Unfortunately, we cannot accept credit card payment for corporate/bulk orders.

 

How do I place a Corporate Gift Card order?

Register your corporate account online here

Allow 1 business day for the Corporate Services Team to approve your account. Once this has been done a confirmation email will be sent with your temporary login details.

Login online (you will be prompted to enter a new account password).

Select ‘send eGifts’ to start your order. From here you have 2 options:

E-gift cards - bulk send out

This option will allow you to send e-Gift cards to multiple recipients within a single order. You will simply need to download and fill out our easy-to-use template, then upload this to complete your order.

E-gift cards - bulk order 

The best option if you would like a store of e-Gift Cards to distribute over a period of time or if you don’t know the recipients yet

A bulk order file is sent to you in a single file. Each gift card will be listed with its own hyperlink, which can then be distributed to a nominated recipient

We recommend saving this excel file and noting down the recipient of each one as it can make it easier to track if a recipient loses their e-Gift card.

Please note: The 3-year expiration date begins on the date of purchase

 




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