Frequently Asked Questions

ChowHQ is an online store for African groceries in Australia.

We ship eligible orders Australia-wide. The delivery methods available for your order and address will be displayed at checkout.

No. Local home delivery is not currently available. Customers near Melbourne may choose warehouse pickup in Truganina, VIC, when it is offered at checkout.

Options may include Australia Post Standard, Australia Post Express, Aramex and other delivery services. Available methods and prices are shown at checkout.

Processing times can vary. Orders placed on Thursday at 12:00 am or later will be processed for dispatch early the following week.

Orders of $500 AUD or more qualify for the free-shipping option displayed at checkout. No ChowHQ products are excluded from this threshold.

Where tracking is available, it will be emailed to the address used at checkout after dispatch. For help, email hello@chowhq.com.au.

Yes. Aramex may appear at checkout as a lower-cost option for eligible orders and addresses.

Aramex collection and delivery can be slower or less predictable than other options. By selecting it, you acknowledge the increased risk of delay or delivery issues and agree to monitor the tracking information.

Yes. We will do our best to help with tracking and carrier enquiries, and we encourage customers to follow up with Aramex as well. Carrier operations are outside ChowHQ’s direct control. This does not limit any rights that cannot be excluded under Australian Consumer Law.

Warehouse pickup is available by appointment in Truganina, VIC. The full address is sent in Shopify’s automated ready-for-pickup email.

Yes. Select warehouse pickup at checkout and wait for the ready-for-pickup email before arranging or attending your pickup.

Orders are usually ready for pickup within 48 hours. Orders placed on Thursday at 12:00 am or later will be processed early the following week. You will receive an email when your order is ready.

No. Please do not travel to the warehouse until you have received the notification and have a scheduled pickup time.

Pickup hours and the order-holding period are still to be confirmed. Your ready-for-pickup email will contain the current instructions.

You may request a return for an unopened, unused, non-perishable item in its original condition within 48 hours of delivery. Approval is required before sending anything back, and you are responsible for return shipping costs. Perishable goods, opened food, sale items and gift cards are not accepted for change-of-mind returns.

Email hello@chowhq.com.au within 48 hours of delivery. Include your order number and clear photos or video. We will assess the matter case by case and may offer an appropriate refund, replacement or store credit.

Sale items are not eligible for change-of-mind returns. If a sale item is damaged, faulty, spoiled, missing or incorrect, contact us within 48 hours so we can assess it.

Email hello@chowhq.com.au, send a WhatsApp message to +61 47 3839 657, or call that number during business hours.

We do not promise a fixed response time, but we will respond as soon as we can.

Use the Product Suggestion or Become a Supplier link in the footer, or email hello@chowhq.com.au.