FAQ's

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 orders@mhbh.com.au, or call directly on 02 8338 8800

BECOMING A CUSTOMER

How do I become a customer?
You can become a customer by signing up with us through our online ordering platform, Ordermentum (link below).
Please note, you’ll need a valid ABN to complete the registration.

https://order.app.link/zvhSyzGgbmb

Can I order directly even though I am not a cafe?
Yes, you’re welcome to order directly and pick up from our factory in Chullora (Sydney).
For assistance and pricing, please contact our team on (02) 8338 8800.
Please note, there is a $100 minimum order for pick-up orders.

ORDERS

What are your minimum orders?
For Sydney metro deliveries, a minimum order of $200 is required.
For pick-up orders, the minimum is $100.
What is the cut-off time for ordering if I require next day delivery?
We require all orders to be in by 3pm on the working day prior to your assigned delivery day. Our friendly sales team are available from 8am to 3pm, Monday to Friday to answer any of your order queries.
Can I order mixed boxes of various products?

Some of our products are available in pre-packed mixed boxes. Outside of these options, we don’t currently offer custom mixed boxes. However, since all of our products are supplied frozen, you’re free to mix and match by ordering different products each time, allowing you to serve a variety of flavours day to day.

Can I order directly, or do I have to place my order with a distributor?

Yes, you can order directly from us if your delivery address is within the Sydney metro area.
For deliveries outside of Sydney, we work with a number of distributors who service Greater NSW and Queensland.

Feel free to get in touch with us at orders@mhbh.com.au or call (02) 8338 8800, and we’ll be happy to connect you with a distributor in your area.

Is a deposit required to place an order?
No deposit is required; payment is processed once your order has been placed through Ordermentum.
Can I make changes to my order after I place it?
If you need to make any changes to your order, just give our office a call, we’re happy to help!
Please note that all amendments need to be made before our 3pm cut-off, as we’re unable to make changes after this time.
What if I need to cancel my order?
Order cancellations can be accepted up until 3pm the working day prior to your delivery. 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?

If there’s an issue with your order, just give us a call as soon as possible, we’ll do our best to resolve it on the same day wherever we can.

For any damaged stock, please take a photo of the damage and include the Lot Number and Best Before Date (found on the outside of the carton), then email it to orders@mhbh.com.au so we can assist you promptly.

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?
All of our products are delivered frozen, with the exception of our cookies and granola.
To thaw, simply place them in the fridge or a cake display cabinet overnight, easy and ready to serve!
What is the reason for supplying frozen products?

All of our products are made fresh daily, without the use of preservatives or stabilisers. To lock in freshness, flavour, and texture, we flash freeze everything and supply it frozen.

This approach ensures maximum shelf life while maintaining our high quality giving our customers greater convenience, reduced food waste, and more flexibility in managing stock!

Do you offer any gluten free, dairy free or vegan products?

We offer a wide selection of special dietary options, including Gluten Free, Dairy Free, Vegan, Nut Free, Wheat Free, and Refined Sugar Free products.

Please note that while our facility is peanut-free, it is not completely nut-free. As a precaution, all products carry a “may contain” statement to ensure transparency and safety.

Where can I find the ingredients and nutrition information for your products?
For any product enquiries, please email orders@mhbh.com.au and a member of our team will get back to you with the information you need.

All ingredient information is clearly labelled on the outside of each product box.

CONTRACT MANUFACTURING

Do you offer contract manufacturing?
Yes, we certainly do! If you’re interested in contract manufacturing, please reach out to us with a brief overview of your product. One of our sales team members will be in touch to guide you through the process and discuss how we can help bring your product to life.

© Copyright MADHOUSE Bakehouse.

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