FAQs

Activation

How long do you soak the nuts for?
Between 6 and 24 hours, depending on the nut. Cashews soak for a shorter time, otherwise they go slimy (not nice!!).

What temperature do you dry them at?
We keep our dehydrator between 45 and 52 degrees, depending on the nut. We tried it at 42 degrees but we found that anything under 45 and they go mouldy before they have time to get to that delicious utterly crunchy stage!

Why don’t you roast them?
We don’t roast them because roasting nuts destroys their fats and proteins – so basically takes away a significant proportion of the nutrition that is in them! We get that crunchy texture and amazing taste just through dehydrating them for a very long time.

Storage & Shelf Life

How should I store my nuts?
For best quality and to prevent rancidity:

• Keep them in an airtight container.
• Store in a cool, dark place (pantry is fine for short-term).
• For longer storage (more than a few weeks), the fridge or freezer is best.
• Avoid direct sunlight, heat sources, and humid environments.

Once opened, reseal tightly or transfer to an airtight jar. Nuts stored properly in the fridge or freezer can last well beyond the printed best-before date.

What does “best before” mean?
The best-before date is a quality guide, not a safety date. Nuts can still be good after this date if they have been stored correctly. If they smell or taste off (rancid), do not eat them and contact us if you believe there is a product issue.

Allergens

Do your products contain allergens?
Yes — our products are nuts and therefore contain tree nuts. Specific products may contain almonds, walnuts, cashews, Brazil nuts, macadamias, hazelnuts and other tree nuts (depending on the mix).

Although our nuts are stored separately, the storage tubs and dehydrator trays are not nut-specific, so they may have almonds in them one week and hazelnuts the next.

Do you process peanuts? We do not process or handle peanuts in our factory or on any of our equipment. This is intentional so that customers with peanut allergies can still enjoy other nuts.

What about gluten? Our products do not contain gluten, wheat or any gluten-containing ingredients. However, we cannot claim gluten-free as ingredient processors and suppliers don't guarantee gluten-free. Dairy is also not used in any of our processing.

Always check the label on the specific product you purchase for the full allergen statement and ingredients list. If you have a severe allergy, contact us before ordering so we can confirm details for that product.

Shipping & Delivery

How much does shipping cost?

• Flat rate $10.90 nationwide.
• WA, SA, NT and TAS: $19 for orders over 5 kg.
• Free 100 g Mixed Nuts on orders over $120.
• Free 300 g Mixed Nuts on orders over $220.

We also offer local pickup from our factory in Burleigh Heads. Full details are on our Shipping Policy.

How long will my order take to arrive?
We usually pack and ship within two business days (often quicker). Approximate transit times after dispatch:

• SE Queensland and northern NSW: same day or next day
• Sydney and surrounds: 1–2 days
• Melbourne and surrounds: 2–3 days
• Tasmania, NT, WA and SA: 5–10 days

Do you ship to PO Boxes?
Yes.

I didn’t receive a tracking number with my order confirmation. How do I get one?
Email sales@totallynuts.com.au or call us on 0406 266 469 and we will get it to you right away.

How can you possibly ship glass jars of nut butter safely?
We wrap them very carefully using paper and cardboard. We’ve mastered the art of shipping glass jars safely (even without any plastic!).

What if my order is damaged when it arrives?
Please inspect your order as soon as it arrives and contact us straight away with photos of the packaging, product and any damage, plus your order number. We will resolve genuine transit damage under our Refund Policy.

Ingredients

What products are Australian grown? Why don’t you have more Australian products?
Everything that we can source as Australian grown AND certified organic, we do – so our almonds, macadamias, pecans, sunflower seeds and sultanas are always Australian. Some other nuts are grown in Australia but not organically. I know of one grower who is organic but does not grow enough nut to sell at wholesale prices, which makes it completely unrealistic for us economically.

Returns, Refunds & Damaged Items

What is your return and refund policy?
Our full policy is here: Refund Policy.

In short:

• We do not accept change-of-mind returns for food-safety reasons.
• If you receive the wrong item or something damaged in transit, contact us straight away with photos and your order number.
• If there is a genuine quality or defect issue, contact us with photos of the product, packaging, batch code and the problem. We usually resolve these with a refund or replacement without requiring the product to be returned.

Nothing in our policy limits your rights under the Australian Consumer Law.

How do I start a return or report a problem?
Email sales@totallynuts.com.au (or call 0406 266 469) with your order number, clear photos, and a short description. Do not send anything back until we have approved the return and given you instructions or a label.

I bought something months ago and it’s still within the best-before date. Can I get a refund?
If the product has developed a quality issue (for example rancidity) and you have followed the storage advice below, contact us with photos and your order details. We will assess it. Issues caused by improper storage after delivery (heat, direct sunlight, moisture, leaving the bag open for long periods, etc.) are not covered.

Orders, Cancellations & Subscriptions

Can I cancel or change my order?
If the order has not yet been packed or shipped, contact us as soon as possible and we will try to help. Once it has been packed or shipped we generally cannot cancel it. See our Purchase Options Cancellation Policy and Terms of Service for full details.

Do you offer subscriptions or pre-orders?
If we offer any subscription or pre-order options, the cancellation rules are set out in our Purchase Options Cancellation Policy.

Contact

How can I contact you?
Email: sales@totallynuts.com.au
Phone: 0406 266 469
Address for returns (only after approval): U2H, 9 Ern Harley Dr, Burleigh Heads, QLD 4220

We aim to reply within 1–2 business days.