FAQ’s
catering
Do you have a Menu?
Yes, to view our everyday items please click here. For our current Canape and Boardroom Menu’s, please contact our office.
Do you cater for functions?
Absolutely! Please fill out one of our Event Enquiry Forms here and we will get back to you as soon as we can with a quote. Please note that we require at least 7 days’ notice.
I have guests who have special dietary requirements, can you cater for them?
Yes, we have a selection of items that are suitable for a range of dietary requirements such as Vegan, Gluten Free, Lactose Free etc. Specific items can be found on our Menu under the ‘Special Dietary Menu’ heading however if you are unsure or cannot find an item you think is suitable, our office staff will be able to give you some advice and we will try our best to accommodate to all needs.
Please note for guests who have allergies, we are an open kitchen therefore, although we will put all measures into place to ensure products are kept separate, we cannot guarantee that there won’t be traces.
Can I amend the products?
We always try our best to accommodate and will take all enquiries to the kitchen to see what can be done. If amendments cannot be made, we will suggest alternatives to make sure that all are catered for.
How will my food be presented?
You have a choice to have your items presented on disposable, white melamine or ceramic platters – free of charge! Disposable platters will be automatically chosen unless otherwise specified when placing orders via email or over the phone.
Please note white melamine and ceramic platters will need to be collected; when they are ready for collection, please contact our office and we will arrange for a member of our dispatch team to come and collect them within two business days. If you require collection to be at a specific time and date, please let us know prior delivery so we can make the necessary arrangements.
ordering
I’m a new customer, how can I make my first order?
To place your first order, you will need to set up an account via our online ordering system. This can be done on our website via checkout or our staff can set one up for you with information provided via email or over the phone; you will be asked to provide Company (if applicable), contact, delivery and invoicing details. Once the set up is complete, your log in details will be sent to you in an email and you can placed an order online via our website, by emailing catering@blacktruffle.net.au or by calling our office. All online orders will be reviewed by our office staff before a confirmation email is sent.
Please note that all first orders must be processed by deferred* or upfront payment. If you are unable to provide credit card details, please contact our office. Please see our T & C’s for further information.
* When placing orders online, your details can be entered in the checkout section and the choice of ‘pay later’ can be chosen where the system will automatically charge the card once the delivery has been completed as opposed to when the order is placed.
Please note all Private customers must pay their orders upfront.
Can I request a quote?
Sure! Please contact one of our friendly staff by either calling our office on 03 9414 9290 or emailing catering@blacktruffle.net.au. Please note in order for us to create a quote for you, we will need to set up an account via our online ordering system. If you are enquiring about a function, you will need to fill out one of our Event Enquiry Forms found here.
When can I place an order?
For a standard next day delivery, please place your order by 3pm. Please be aware that some of our items may have a notice period; please be sure to check our online menu for further information. For functions, we require at least 7 days’ notice.
Will my food be delivered hot?
Of course! All hot items are transported in Hot Boxes. To ensure hot items remain heated after the delivery has been made, please place the delivery time as close to the time of eating. Alternatively, we have Hot Boxes for hire (please click here to view our Hire Equipment menu) or if you have ovens available for use, please let us know and we will provide further instructions (please note that items should not be kept in ovens for longer than 1 hour).
Can I have multiple deliveries within my order?
When placing the order online, please click ‘Another Time’ and an additional box will appear allowing you to enter another delivery time. This will then allow you to amend the times found next to each item to indicate when they will need to be delivered. Please note each delivery will need to meet any minimums ($60.00 unless otherwise specified) and (if applicable) the delivery fee may be applied for each delivery.
Will plates and cutlery be provided?
Disposable cutlery are only provided for the Main Serve Salads and Noodle Boxes however disposable or ceramic/stainless steel crockery will need to be ordered separately for all other items. Serviettes are provided free of charge. Please click here to view our Hire Equipment & Disposables menu for further information.
Will my order come with serving utensils?
No, these will need to be ordered separately. Please click here to view our Hire Equipment & Disposables menu for further information.
Can I make changes to an existing order?
If you would like to make changes to your order, you may do so up until 3pm the day before in most cases; there are some items that have a notice period therefore changes may not be made if the kitchen has already started preparation. This also applies to functions or large orders. Please call our office to do so.
I need to cancel my order, how can I do this?
All cancellations must be emailed, to which you will receive a cancellation confirmation email if it has been approved. We will contact you if we are unable to process the cancelation. Please refer to our Terms & Conditions for our Cancelation Policy.
delivery
When can I receive a delivery?
Weekdays, anytime between 07:30am – 5:30pm. Weekend delivery times and fees are available when ordering. Deliveries or pickups required outside these hours will be subject to an additional charge. Please enquire with our office staff to see if we can accommodate.
Is there a delivery fee and a minimum for how much I can order?
For all deliveries within the CBD Area:
WEEKDAYS: $80.00 minimum delivery fee $25.00; Free delivery for orders over $200
SATURDAYS 07:50am – 12:30pm: $95.00 Surcharge & $500.00 minimum
SATURDAYS 2:00pm onwards: $100.00 Surcharge & $2000.00 minimum
SUNDAYS 07:50am – 12:30pm: $125.00 Surcharge & $500.00 minimum
SUNDAYS 2:00pm onwards: $200.00 Surcharge & $2000.00 minimum
If you are located outside of the CBD area or are unsure, please contact our office.
Why has my order been delivered early?
If you have only cold items included in your order, they may be delivered 60 minutes prior to the requested time. If you have hot items included in your order, they may be delivered 15 minutes prior to the requested time. However, we will always endeavour to deliver when requested.
Who can I contact after hours?
For any emergencies out of hours (7:30am – 5:30pm), please call either 0425 743 334, 0432 397 444 or 0438 305 874. Please do not call these numbers during work hours; please call the office on 03 9419 9290.
payments
How can I make a payment?
Once the delivery has been made, an invoice will be sent and payments can be made either by Eft transfer or by credit card by contacting our office or by logging into your account. You also have an option to set up a deferred payment where you card details are stored and charged automatically by our online system once the delivery is complete. Please note that for all credit card payments, there is a 2% surcharge.
Do I need to pay a deposit?
For all function bookings made up until 2 weeks prior to the event, you will receive an invoice for a 20% deposit which will need to be paid within 1 weeks of the event. If your booking is confirmed 1 week prior to the event, we will require full payment upfront. Please notify catering@blacktruffle.net.au and ar@blacktruffle.net.au of any payments made.
