If the answers to your questions are not found in this extensive list please CONTACT US we will be happy to help.
PRODUCTS
Do you have cocktail recipes on your web site? Yes! Our Cool Cocktails, Adult Cordials and Shooters product categories all feature recipes. Simply select the product category and click on the product image to see our favourite cocktail recipes for that product. Check back regularly for updates.
How do I get my product on ozgrog.com.au? We are always looking for new and exciting liquor products and drinks to add to our web site. Please CONTACT US with all the details of your product and we will be happy to consider your proposal.
Can I suggest products I would like to purchase from ozgrog.com.au? Absolutely! We would love to hear from you. Please send your suggestions to cheers@ozgrog.com.au
How do I know how good your products are? All our products come from quality Australian manufacturers and suppliers. But dont take our word for it! See what our customers have to say...
I totally love how delicious your cocktails are and how easy they are to make. I had a cocktail party and served the strawberry daiquiris and pina coladas and they were just like the real thing! Grays Point NSW
I really dont like all those kids lolly drinks, but my daughter bought the Vodka Lime and Soda and I loved it! I had to buy a case to replace all the ones I drank and another one for myself! Blue Haven NSW
Me and my mates only drink Slider Spirit Rum & Cola, its the best! I had to search everywhere to find it and its great that I can now buy it on-line. Penrith NSW
For the past 3 Christmas I have searched high and low to find Brooks Sweet & Sour for my margaritas. Now Ive found it! Thank you Ozgrog – my margaritas have never tasted better. Sorrento QLD
ORDERS
How do I place an order on-line? Its pretty simple really! Just browse the product categories to find the drinks you are looking for. Simply click the BUY NOW button or the Add to Shopping Cart button (if you have clicked the product image to get more info). When you have completed your shopping select CHECK OUT. If you are an existing customer you will need to log in. If you are a new customer (welcome!) – you will need to select CREATE ACCOUNT and complete all the relevant details to proceed with your order.
Why havent I received my order? There may be a number of reasons for this: 1. Have you received a reply order confirmation? If not, it is likely your order was not processed so please contact us so we can investigate. 2. Has it been more than 14 days? If not, please be patient our deliveries can take up to 14 days from time of order. 3. Did you pay via cheque, money order or EFT? If so, we may not have received your payment or are still waiting for the cheque to clear. If it has been more than 14 days since you placed your order please contact us so we can advise. 4. Did you check your mail box to see if there is a card from Australia Post? If you were not home at the time of the delivery your order may be waiting at your local post office for collection.
Do I have to register to use this website? No, you can browse our product range and information at any time. However, if you wish to purchase you will need to create an account so we can process your order requirements. Please note that all information provided will remain the property of Ozgrog –see site Privacy Policy.
Do I have to be over 18 years old to purchase liquor? YES – it’s the law. Please read our full Consumer Declaration for further details on liquor sales.
If I make an order online how will I know it has been processed? You will automatically receive a confirmation of your order via email.
Can I cancel my order? Unfortunately, after your order is put into our system, we do not have a way to cancel it. In order to maintain a consistent customer service and timely delivery, we cannot remove orders from our system.
Can I change the products or payment method in an order Ive already submitted? Unfortunately we are unable to change the items in your order or your selected payment method once your order has been placed.
PAYMENT
What forms of payment do you accept? Currently we accept Visa, MasterCard and Bankcard credit cards for all orders. Money order, cheque payment and EFT facilities are also available. Please note orders paid via money order, cheque, or EFT will be processed upon confirmation of payment.
My credit card was declined, why? The most common reasons for a declined credit card payment are usually if your card was not issued by an Australian bank, if your internet connection originates outside Australia, or your card number and expiry date were not entered correctly.
Is it safe to shop with my credit card on Ozgrog’s web site? We strive to maintain a safe environment for our customers to shop online. We are a Secure Pay Site, meaning that the transit of all credit card information is encrypted using SSL technology.
Do your prices include GST? All our prices are GST inclusive, as you would expect from a proudly Australian online retail store.
My credit card was declined with "Error 12", why? "Error 12" usually indicates that you’ve entered the CSC number for your card incorrectly, but this is quite easy to fix. As you may have noticed, we request the CSC number on your credit card during our secure checkout process, for your protection. CSC stands for Card Security Code, which is a 3 or 4 digit number printed on the back or front of a credit card. On most cards, the CSC is printed on the back of the card, usually after the card number. CSC is an authentication scheme to help prevent fraud. If a credit card number is provided with an incorrect CSC, the transaction will not be approved.
SHIPPING/DELIVERY
How is my order shipped and how much does it cost? All orders are shipped via Australia Post E-Parcel wine delivery service. Delivery charges are based on weight and region and are calculated subject to your order size and delivery details. These will be calculated by our shopping cart as part of your order processing at time of order.
Do you ship internationally? We currently only ship within Australia, however if you are an international customer please CONTACT US and we will investigate how we can get our great aussie products to you!
Can I organise my own courier? Can I pick up from your warehouse? Regrettably, we are unable to facilitate pickups or accept outside courier services.
Do you offer shipping discounts? We do not offer shipping discounts for multiple item purchases. You will be charged the specified rate, unless otherwise specified means via promotion or sale at time of purchase.
Why was my suburb and postcode rejected? This problem is usually quite easy to overcome. Our checkout is directly linked to Australia Post’s postcode regions. This means that your suburb’s spelling and postcode need to exactly match Australia Post. The solution is to check Australia Post’s exact spelling of your suburb name, and the associated postcode. Once you have obtained Australia Post’s spelling and postcode for your suburb or town, you should have no further problems.
RETURNS
Can I return my order? Unfortunately we cannot accept returns
I did not receive what I ordered! We are very sorry! It must have been a picking error. Please contact us via email within 3 days and we will issue a Return Authorisation for you to return the goods. Once your return has been received at our warehouse in saleable condition the correct goods will be dispatched directly to you.
Some of my order was damaged in transit! We are very sorry! Please CONTACT US immediately via email (within 3 days of receipt of order) with a full description of your damaged goods including your consignment number and we’ll work out a solution for you immediately.
GENERAL
Why dont you have a contact phone number? We are unable to provide phone support as we are an on-line based company and can assist you better via email. Please contact us at cheers@ozgrog.com.au with your questions and we will be happy to respond.
Can I view or change my account details? Sure you can! Simply log in and select My Account at the top of the screen. You can then select from the following options: 1. View or change my account information 2. Change my account password 3. View the orders I have made 4. Subscribe or unsubscribe from newsletters
IT
I just can’t complete your secure checkout, no matter how hard I try! We’re here to help! This is a checklist of the most common problems encountered in our secure checkout. 1. Are you having problems submitting your suburb or postcode? 2. Are you having trouble logging in, or are you losing the items which you place in your cart? 3. Is your credit card being declined?
Why did I receive checkout error 12? This error message can appear if your browser is not the latest version. Please try checking Windows Update on your computer to see if you have the latest version of Internet Explorer installed: http://windowsupdate.microsoft.com You can also try an alternative browser such as Firefox, which is quite popular, efficient and free to download: http://www.getfirefox.com
I can’t log in, or my items keep disappearing from my cart! This sounds like a problem with your browser’s "cookies". Here we will explain what cookies are, then how we can quickly fix the problem. This information may seem technical at first glance, but if you carefully follow the details below, we can fix the problem together very quickly. As well as being a tasty snack, "cookies" are small pieces of information remembered by your computer. Usually, they remember information such as your sign-in details (we use a cookie on our site for this purpose). Fortunately, this is quick to fix. All you need to do is delete the cookie on your computer for ozgrog.com.au. Just follow these steps: 1. Close Internet Explorer. Click the Start button, then Search 2. Select "All Files and Folders" (or similar) 3. Type "cookies" into the first search box, then click the Search button 4. You will then see a couple of search results, which show folders called "Cookies". 5. Open the first Cookies folder, and delete any files which mention "ozgrog”. 6. Go back and repeat the process for every Cookies folder in your search results. This should fix the problem. If you still have trouble even after following the steps above, you may want to try downloading Firefox, an alternative (and quite popular) browser to Internet Explorer. Firefox is fast to download and install - you can download it for free at: http://www.getfirefox.com
Why did I see "checkout error 23"? This error message can appear if you’re typing your credit card number with spaces. If you try entering your credit card as a single number, as shown below, you shouldn’t have any further problems: 4564123456789012 Alternatively, you can try submitting payment via EFT instead. | 
