Here to help answer your questions
Please see our list of answers to frequently asked questions below. If you still cannot find the answer to your question, click the following link to contact us.
Question 1 Where are you based?
We are an Australian company using a local warehouse based in NSW to facilitate fast local deliveries. Our team will be able to assist with any queries you may have.
If you are not based in Australia, you may check out https://rositarealfoods.com/#buy for additional resellers that may offer delivery to your location.
Question 2 What are your operating times?
Our warehouse operates from
Monday – Friday | 8:30am – 5pm
Question 3 How long will it take for my order to arrive?
Our final pick for the day is done at 5pm Monday to Friday, if your order is placed before our 5pm cut off then it will go out that day, Express orders will need to be placed before 12pm to go out that day. If it is placed after 5pm it will go out the next working day.
Australia Post 1-6 working days
Australia Post Express 1-2 working days
Toll Express 1-2 working days
The time can vary depending on where you are located in Australia. Regardless we do our best to get your order to you as quick as possible.
Question 4 How do I track my order?
There are 3 ways to track your order
Logged in:
You can track your order from your ‘My Account’ section under the My Orders tab.
Tracking email:
When you completed your order payment you will have received an email with your order tracking details.
If you have not received this email then please check your spam folder to make sure it has not gone in there.
Email:
If the above options do not work for you, then you can email our us through the ‘Contact Us’ page with your Name and Order number and we will send you.
Question 5 How do you store your products?
Our EVCLO liquid is stored in our commercial freezers to maintain the freshness of the oil and to help keep them cooler during transit.
Our EVCLO softgels are stored in dark storage at room temperature to maintain the viability of the capsules softgel membrane. We advise against storing softgels in a refrigerator or freezer as condensation can form and compromise the gel membrane of the capsules.
Our Ratfish Liver oils are stored in our commercial refrigerators.
Question 6 Do you ship internationally?
Yes, we ship to most countries. You may wish to check our ‘Where to Buy’ section for a reseller closer to you.
Question 7 How do I cancel my subscription?
Go to ‘My account’, click on ‘My Subscriptions’ then click on ‘View’ and ‘Cancel subscription’.
Question 8 How can I pay for my order?
We have the options of PayPal, Credit Card or direct bank transfer. PayPal will allow you to use either your Paypal account or a credit card, even as a guest. If you do not have a credit card you can always opt to use the direct bank transfer, just make sure you use your order number as a reference – your order will only be dispatched once funds have appeared in our account.
Question 9 How do I pause my subscription?
Please contact the Customer Service team
Question 10 Is my payment secure?
Yes, we maintain PCI compliant servers and use PayPal Pro who run the latest in security and fraud prevention technologies to ensure your payment is safe and secure. Just look for the padlock in the address bar which means the website is running a secure encryption. You can always click on the padlock to view the ‘security certificate’ information.
Question 11 How do I change the quantity?
Go to the shopping cart icon or click on the cart and manually change the quantity. You can also change the quantity on the ‘Checkout’ page.
Question 12 What are your Bank Transfer details for AU orders
Please use the following details along with your Order number
| Bank Details | |
| Account Holder: | Rosita Real Foods AU |
| Account number: | 014-701-153154617 |
Question 13 How do I change my billing or shipping address?
Go to ‘My account’, navigate the address book and click ‘Edit’ to change your billing or shipping address.
Question 14 Can I add more than one subscription?
Yes, you can add more than one subscription.
Question 15 What payment method can I use to create a subscription?
Only Stripe credit card payment method will be automatically displayed if you selected the product subscription.
Question 16 What is your returns policy?
You may return most new, unopened items within 30 days of delivery for a full refund. Items must be returned unused and with the original product packaging intact in order to be eligible for a refund or exchange. We’ll also pay the return shipping costs if the return is a result of our error (incorrect or defective item). Please see our returns policy for full details including the return shipping address.
Question 17 How can I change my billing method?
For subscriptions, payments can only be made via the Stripe credit card payment option.
Question 18 What is your return Address?
If you should wish to return a product or order to us you can use the returns label that is at the bottom of your packing slip. If you do not still have the packing slip then please use the returns address below.
Name:
Order Number:
Rosita Real Foods
c/o Quantium Solutions
Lot 1, Keylink Industrial Estate — North,
395 Pembroke Road,
Minto NSW 2566,
Australia
Please note that you are responsible for getting the product to us, so please ensure that you get proof of postage, or tracked delivery so that you can make a claim in the event of a loss. Please also ensure that you use adequate packaging to prevent damage in transit.