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How to report an issue

We aim to give you a seamless food ordering experience, every single time. Now and again, you may need to contact us regarding your order – so we’ve created an even easier, quicker and more convenient way for you to do so.

TIP: Issues may only be reported within 24 hours of your order’s delivery / due date.
So be sure to check all items as soon as your order arrives and promptly report any issues you encounter.

Suppliers have 48 hours to review and respond to your report.

You will hear back from us if the supplier disputes your issue(s); otherwise, you will be notified about the item(s)’ corresponding refund.

TIP: Issues may only be reported within 24 hours of your order’s delivery / due date.
So be sure to check all items as soon as your order arrives and promptly report any issues you encounter.

Suppliers have 48 hours to review and respond to your report.

You will hear back from us if the supplier disputes your issue(s); otherwise, you will be notified about the item(s)’ corresponding refund.

All the details you need to know are below. 

How to Report an Issue

Step 1:

Click the “Report Issue” next to the order of concern.

Step 2:

Each item from your order will be listed in the Report Issue pop-up. Use the drop-down menu to select an option for each product you wish to log an issue for.

Step 3:

You must attach a photo of the delivered product you are logging an issue for. If you do not have photographic proof of the product to support your claim, you will not be able to progress with your report.

Step 4:

Submit your issue report. Suppliers will review your report within 48 business hours. Unless you hear from us, a refund will be given. If there is any pushback from the Supplier, we will be in touch.

How to report an issue without photographic evidence

You cannot report an issue using the Report Issue tool without photographic evidence unless your order has not been delivered.

What happens after you report an issue?

Once your issue has been raised, you will receive an automatic email to confirm. On your FoodByUs dashboard, you will see a notification that an issue has been raised.

An email will be sent to the Supplier to alert them that an issue has been raised. The supplier has 48 hours to review.

STILL NEED HELP?

Contact our support team

Our Support Hours are 8am – 6pm Monday – Sunday, Australian Eastern Standard Time

(Please note during daylight savings we operate on AEDT)