How do I shop?
Shopping basket problems
What Kind of licence do you have to sell alcohol?
I've put through my order but want to change my delivery instructions?
I'm not sure if my order went through.
How do I pay for my order?
Do you deliver?
Can I order online and pick it up from one of your retail outlets?
Is there a minimum order?
What is grog.com.au's pricing policy with respect to GST?
What if I need to return goods?
My question is not answered here.
How secure is this website?

Q1: How do I shop?
A1:Grog.com.au makes it easy for you to shop in person, online, by phone or by fax.
Ordering Online- Ordering online is mostly intuitive.
Ordering by Email- Send your order details to ic@cafesydney.net
Ordering by Phone- Call our customer service line on (02) 9261.5666, and we will assist in your enquiries.
Ordering by Fax- Complete your shopping basket and order form, print the fax order and then fax to (02) 9261.2111. We will return a fax, to confirm your order and to confirm the delivery date for you.
Ordering by Mail- Complete your shopping basket and order form, print the fax order and mail it to:
Grog.com.au
236 Clarence Street
Sydney NSW 2000
Personal shopping- You're always welcome in store at grog.com.au. Click here to find your nearest store.
Q2: Shopping basket problems
A2:If you are experiencing problems with our shopping basket (such as adding products but the basket remains empty), this may be due to:
1. Your browser is not configured to accept cookies.
2. You need to click refresh or reload on your browser to update your screen
3. If you are using Opera or AOL browsers the Commonwealth Bank Internet Payment service is not compatible with these, although the shopping cart will still work and you may still print off a fax order and fax it to us.
Q3: What Kind of licence do you have to sell alcohol?
A3: We use standard hotel bottle shop liquor licence. Our liquor licence numbers are 102399 and 103654. We verify the purchaser's age in the same way phone, fax and mail orders to traditional liquor outlets, wineries and wine clubs are verified; ie. we ask people to confirm they are over 18 years of age.

Q4: I've put through my order but want to change my delivery instructions?
A4: If you wish to make any changes to an existing order, including changing delivery instructions or delivery address, please advise us by e-mail or phone and we will contact you to confirm that the changes have been made.
Q5: I'm not sure if my order went through.
A5: You will receive an e-mail confirmation after you have completed your order. Please e-mail us if you receive no reply form us. This would usually occur if your e-mail address or other contact details were incorrect.
Q6: How do I pay for my order?
A6: There are several options:
(a) Direct on-line credit card payment.
This is the easiest and quickest. Your card details will be encrypted directly at the bank and therefore confidential and cannot be accessed by anyone but the bank
(b) If you still feel unsafe about ordering and paying on-line you can phone your order to us, or print off your order and fax it to us, with your credit card details to 9267 5752.
(c) COD is available. However for this option you will contact us prior to ordering to confirm your details.
Q7: Do you deliver?

A7: Most certainly. If you are on our map as a delivery area, we will deliver within 24 hours (except on weekends). We charge a delivery fee of $10, no matter how large the order is. If you are just outside of the map delivery area, call us, because we still may be able to arrange delivery.
Since we have 2 real hotel bottle shops, you can place your order, and then pick up yourself.

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Q8: Can I order online and pick it up from one of your retail outlets?

A8: Yes. Please call our customer service number (02) 9261 5666 and our staff will be happy to help you.

Q9: Is there a minimum order?
A9: There is no minimum order quantity. Your order can consist of any combination of wines, pre-mixes and spirits. Beer orders are only available by the case.
Q10: What is grog.com.au's pricing policy with respect to GST?
A10: Grog.com.au's pricing policy with respect to GST is to quote all prices inclusive of GST. On request a Tax Invoice can be provided with delivery of the order. This Tax Invoice will specify the exact amount of GST collected relating to that transaction.
Q11: What if I need to return goods?
A11: Grog.com.au will accept returns of goods that...
Are damaged, or otherwise faulty at the time of purchase
Fail to match the specifications advertised for them
We will not accept returns where the purchaser has bought the wrong product, or has changed their mind about the purchase after paying. Please keep all unused portions if the product is faulty. We will take care of all problems as quickly as possible. If your goods have been delivered via courier, you may need to return those goods to us via courier, but please call first to explore all options.
Q12: My question is not answered here.
A12: Please check our Terms and Conditions or Contact us.
Q13: How secure is this website?

A13: SECURITY INFORMATION

What are cookies? Are they good or bad?
A cookie is a small amount of information sent from a Web server to your computer. To better serve you, we use "cookies" to reduce the time required to submit purchase requests.
We also use cookies to retrieve certain information you previously provided to grog.com.au so that you do not need to re-enter this information every time you shop at our site. Cookies are not used to access information entered on the secure server.
No other company has access to our cookies. We do not use the cookie to track your Internet activity once you leave grog.com.au
Cookies, in the context of the Web, are little bits of information that a web site sends you, and you send back. The web site cannot retrieve any information about you that you have not given it explicitly. They also cannot be used to spread viruses, trojan horses, worms, or other nasties. Cookies actually serve an important purpose on the Web, allowing you to maintain state across multiple requests. The cookie is required for us to manage the shopping basket and the products you are ordering. The cookie also helps us evaluate visitors' use of our site, such as what customers want to see and what they never buy. That information allows us to better focus our site; to concentrate on the information people are searching for. This helps us to provide better service to you! We have also provided a facility whereby your delivery details and other essential ordering information are stored on our site with your first order so that you don't have to re-type this information every time you order from us. The cookie enables us to achieve this.

We have done our best to ensure the privacy and security of your transactions with us. If you have any questions about this privacy statement, or the content or practices of our Web site, you can contact grog.com.au directly at:
Grog.com.au
236 Clarence Street
Sydney
NSW 2000

Your personal information: what do we collect, and how do we use it?
We do not collect personal information when you visit our site unless place an order. When you place an order you will be asked for the following personal information: your name, e-mail address, mailing address, delivery address and any special delivery instructions and phone number. Contact information from the order form is only used to send orders.
When you submit feedback or questions via e-mail, or contact us for information about our Web site, we will request your name and e-mail address. We use this information solely to respond to your inquiries.
When you enter a contest or other promotional feature, we may ask for your name, address, and e-mail address so we can administer the contest and notify winners. We may ask for other information to enable us to improve our site or to send you special offers.
We do not share, sell, rent or barter any identifiable personal information to any third party without your permission.
Our site contains links to other sites. Grog.com.au is not responsible for the privacy practices or the content of other Web sites.
Website Security and browser requirements

How it works
Grog.com.au uses Commonwealth bank Internet Payment service to process online credit card transactions. Once you click the button you will be taken from the grog.com.au site to the Commonwealth Bank Internet Payment Service. You will be able to tell that you have now established a secure connection by the display of an icon, generally a padlock in the locked position, normally located at the bottom right of the browser window. Upon entering your credit card details, these details are then encrypted and passed through to the Commonwealth Bank by an SSL (Secure Socket Layer 3.0) over the Internet for validation and authentication by the customer's card issuer.

By doing this you are providing your credit card details directly to the Commonwealth Bank, not to grog.com.au, so there is minimal disclosure of your information. This provides another layer of security to the transaction. You are prompted with the terms and conditions of the Commonwealth Bank Internet Payment Service and are asked to authorise the transaction. The transaction is either approved or rejected by the your card issuer. You receive a transaction receipt online from the Bank and are then returned to the to the grog.com.au site. The Bank sends an email to the grog.com.au and also to you confirming the transaction. We then process your order and organise delivery of the goods purchased.

What does 128-bit encryption mean?
We use Secured Sockets Layer (SSL) protocol, because it is the standard on the web for authenticating and encrypting information. 128-bit refers to the length of the "key" created by every encryption. The longer the key, the more difficult it is to break the encryption code.
128-bit is the strongest encryption available, this means that you can have total confidence in your dealings with our website. A significant feature of the Commonwealth Bank Internet Payment Service is the security mechanism that maintains the security and privacy of financial and personal information. The Commonwealth Bank Internet Payment Service uses the default encryption 128 bit Secure Sockets Protocol (SSL) from Verisign that was developed to protect confidential information such as credit card numbers and other financial data from interception and hacking.
Commonwealth Bank Internet Payment Service requires Internet Explorer 5.0 (or higher) or Netscape Navigator 4.7 (or higher) to work. It is not compatible with AOL or WebTV Browsers.
If you do not have these browsers, simply click on the links below.
To download the latest version of Internet Explorer click here
To download the latest version of Netscape Navigator click here
How does it affect you?
Your personal information is protected from interception or hacking. This provides you with the confidence and convenience of dealing with us on-line.
128-bit is the standard for large-scale on-line e-commerce sites, banks and insurance companies.

If you have any questions or concerns please contact us for more information.
"IT IS AN OFFENCE TO SELL LIQUOR DIRECTLY TO A PERSON UNDER THE AGE OF 18, OR TO AN AGENT ACTING ON THEIR BEHALF".