Frequently asked questions
We’ve collated a list of frequently asked questions to help our friendly customers out.
We hope you’ll find an answer to your question below.
If you can’t, feel free to email [email protected], or call directly on 02 8338 8800
BECOMING A CUSTOMER
How do I become a customer?
Simply visit our Wholesale page where you can download our catalogue and fill out an enquiry form.
Can I order directly even though I am not a cafe?
Yes, if you would like to order directly, you can pick up from our factory in Chullora (Sydney). Please call our team on 02 8338 8800 for assistance and pricing.
ORDERS
What are your opening hours if I need to call?
Our friendly sales team are available from 8am to 4pm, Monday to Friday to take your orders and answer your queries.
What is the cut-off time for ordering if I require next day delivery?
We require orders to be in by 4pm on the day before delivery is required.
Can I order mixed boxes of various products?
Some of our products are already available in mixed boxes however aside from these, we do not offer a mixed option. You can mix and match as you go, by ordering different products each time. As our products are supplied frozen, you can take out a variety of products and flavours to serve each day.
Can I order directly, or do I have to place my order with a distributor?
You can order directly with us if your delivery address is in Sydney or surrounding areas. Distribution options are available for greater New South Wales and for Queensland and Victoria.
Is a deposit required to place an order?
No. We will simply invoice you upon delivery. Various payment terms apply to individuals.
Can I make changes to my order after I place it?
Yes you can, however final order cut-off is 4pm, after which further changes cannot be made.
What if I need to cancel my order?
Order cancellations can be accepted up until 4pm. Any that are submitted after this time will still be delivered.
DELIVERY
What do I do if something is damaged or missing from my order once delivered?
Simply call us straight away and we will do our best to fix it up the same day, wherever possible.
Are orders shipped in refrigerated vehicles?
All Madhouse Bakehouse delivery vehicles operate at -18ºC so your order will be delivered in perfect frozen condition.
PRODUCTS
Are your products supplied chilled or frozen?
We always supply frozen products. They can be easily thawed by being placed in the refrigerator or cake display cabinet overnight.
What is the reason for supplying frozen products?
Everything we produce is made fresh daily, without preservatives or stabilisers. In order to ensure the longest shelf life with no compromise on flavour or texture, we flash freeze our products and supply them frozen. Our customers appreciate the convenience, the longer shelf life and the minimised food/money waste.
Do you offer any gluten free, dairy free or vegan products?
We offer a wide range of special dietary options. Simply use the search bar to find what you need.
Where can I find the ingredients and nutrition information for your products?
All specifications can be viewed on the Madhouse Bakehouse website on the product detail. (wholesale access required)
CONTRACT MANUFACTURING
I love your products but would like to customise a flavour/variety. Can you help?
We certainly can! You can start by reading here. We are happy to answer all your questions. Please call us on 02 8338 8800 for more information. Please note that minimum order quantities apply.
