FAQ'sFrequently Asked Questions
How do I place an order online?
Ordering is easy and convenient! Create an account and continue to the New Customer form, fill in some details and you’re ready to start ordering. Simply select your product choices, add them to your shopping cart and click “check out” for your order total. Once you have entered your shipping address, the shipping total will appear to the right of the “payment options” screen.
Is tax included?
Our products are GST FREE and there is no tax.
Can I place orders over the phone?
All orders are encouraged to be placed via the online shopping cart. However, we are available Monday through Friday from 9AM to 5PM EST to process your order and credit card details by phone. Call us on 1300 667 357.
What are my payment options?
Orders can be placed online using our secure gateway for Visa, MasterCard, American Express through PayPal. Please note that all orders must be paid prior to dispatch.
Do you have a minimum order quantity/price?
No, however we do recommend a minimum order of 3 items due to the standard charges for packaging and postage.
What is your return & exchange policy?
We pride ourselves on supplying high-quality items, and we hope that you will be pleased with your order. When you receive your order, please inspect it carefully to verify that all items meet your expectations. If, for some reason, you are not satisfied with your purchase, please contact us immediately on 1300 667 357 to discuss.
What if I received my order but some items are damaged?
Please inspect all items carefully when you receive your order. If there’s any damage, please call us on 1300 667 357 as soon as possible, but no later than 24 hours after the package was delivered.
Are online transactions on your site secure?
All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet.
In addition, our site is tested and certified daily to pass the HACKER SAFE Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.
How do you use my personal information?
We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update and we request your address so we can ship your order. Rest assured, we never rent or sell your contact information to anybody, for anything.
Do they need to be refrigerated?
We recommend all products should be kept in the fridge, however some jars can be kept on the shelf before opening (this is written on the front of the jar and includes all products in our Mustard & Chutney Style categories). Some people also ask about refrigeration while traveling. All our products will be fine out of the fridge for the day granted they are kept out of direct sunlight and better still, keep them in a cooler bag.
Can I take your products with me when I go overseas?
Many customers take our products overseas with them by wrapping them carefully and transporting them in their luggage. All our products will be fine to travel but do ensure that the jars are un-opened, and that any products marked “keep refrigerated” are refrigerated before and after travel.
What local and imported ingredients do you use?
Where possible we use all local natural ingredients. However we use some imported products, such Italian sundried tomatoes (Italy), and Californian Walnuts (USA), Parmesan Cheese (Italy), Blue Cheese (Denmark). However, all of our fresh ingredients including; fruit, herbs, and base ingredients such as eggs, bush honey, and basil are sourced from local farms in South-East Queensland.
Why do you use Canola Oil?
We use an Australian Made Non-GM cold pressed Canola Oil. A lot of health concerns regarding Canola Oil occur due to the heating of this oil. All our products using Canola Oil are made cold and using a cold-pressed Canola Oil, so there is no cooking of the oil or our product.
We use Canola Oil because it is a tasteless versatile oil, with a better health proposition than similar oils such as Sunflower Oil. Canola Oil is recognised by many professional health organisations worldwide and allows us to keep our products very low in saturated fat content.
From our research, Canola Oil is an excellent source of omega-3 fatty acids and has been shown in many clinical trials to lower LDL cholesterol levels (the type associated with coronary heart disease), as well as total cholesterol.
I need products without any sweetener, what do you recommend?
All of our Mayonnaise and Mustard based products are made wholly with local bush honey to sweeten in place of sugar. However our chutneys and jam products are made with sugar as a key ingredient for their consistency. If you were interested in products that contain no added honey or sugar, you would be looking at our Unsweetened Products range.
What is the difference between natural and refined sugar?
Natural, unrefined sugar comes from lactose in dairy and fructose in fruit and includes agave nectar, honey, maple syrup and stevia. Whereas refined sugar goes through a manufacturing process that strips nutrients.
Which of your products are Gluten Free?
All of our products are completely wheat and gluten free. We make them all with natural ingredients, and do not use thickeners or wheat products. Yes we know, finally some delicious condiments for all you coeliacs out there!
Which of your products are Vegan?
We define Vegan products as those that do not include animal products of any kind, including egg and honey. Have a look at our Vegan range.
Which of your products are Dairy Free?
The products that contain no butter, milk, or cheese ingredients can be found in our Dairy Free range.
Which of your products are Vegetarian?
All of our products are vegetarian with the exception of: Caesar Salad Dressing (contains anchovies) Smoked Salmon Dip (contains salmon). Take a look at our entire Vegetarian range.
Sometimes I buy the same product but it can look or taste different, why is this?
All our products are made from fresh ingredients and in small batches, so not every batch will be the same. Sometimes suppliers, quantities, and strength of the ingredients themselves can vary. But generally speaking, the taste of the products should be much the same.
How should I heat my Hollandaise or Bearnaise sauce?
Our recommendation is not to heat them. As they are made on a base of butter they will warm very quickly, naturally. We find the best way is to serve straight from the jar onto your meat/eggs/veggies – and the sauce will warm with the food. However you could also spoon some into a small dish placed near your stove while you’re cooking, which will gradually bring the sauce to room temperature.
Is Roza’s Bone Broth a Liquid, a Concentrate, or a Powder?
Our bone broth is not concentrated or in a powder form. We cook our bone broth just like you would do at home. Our bone broth is liquid. Once you refrigerate it, it will thicken because of the collagen.
What is the difference between bone broth and stock?
Broth and stock are often confused. Stock is made with high heat and faster cooking techniques which results in a watered-down liquid, lacking all the nutrients found in slow cooked broth.
It is the long cooking time of Bone Broth and the gradual conversion of collagen into gelatin that imparts the majority of the nutrients. Collagen extraction takes a long time: that is why a good bone broth should be simmered for 24 hours on a very low heat.
How do I use Bone Broth?
Bone broth can be used in place of any liquid in any recipe or aspect of cooking. It’s an easy and efficient way to add some great flavour to your cooking. We soak and cook our grains, stir-fry’s and steamed vegetables all using bone broth!
Bone broth also makes for the perfect base for any soup. Or if cooking is not your thing, it’s wonderful to sip on its own. In that case, we recommend drinking 1 cup per day for nutritional benefits.
What is the difference between fresh bone broth and bone broth powder?
A real, unprocessed bone broth will never be shelf stable. Like the difference between having fresh or powdered vegetables, we always say at Roza’s that fresh is best. It’s hard to know with dehydrated bone broths whether they still hold some of the nutritional value and health benefits of bone broth.
Unless there is full disclosure about the sourcing of the ingredients and the exact process being used, it’s really hard to be sure if bone broth powder is worth putting in your body.
When will my order ship?
Orders will be packed within 24 hours and delivery is between 1 and 3 working days. Please keep in mind that parcels only be posted on week days, and generally are not sent over the weekend due to the perishable nature of the products. So, for example, if you were to order on a Friday the parcel would not be sent until the Monday.
Do you ship to Post Office boxes?
Unfortunately, we cannot ship to PO Boxes. We ship with courier companies that require you to have a physical address for delivery.
Do you ship internationally?
Unfortunately at this stage we do not ship overseas.
What are your shipping options?
Our preferred courier for shipping within Australia is Fastway Couriers who offer regular ground shipping to most areas of Australia. For rural and other areas we ship with Australia Post.
How is shipping calculated?
We charge $10 a flat rate for shipping.
We are so sorry but due to product sensitivity out of the fridge, we do not ship to South Australia or Western Australia.
Each order is packed with reusable ice packs to keep your order chilled in transit. For this reason we only ship refrigerated products to you if you are within a 3 day delivery range of Brisbane.