Frequently Asked Questions

Need a question answered quickly? Click below to get answers to the most frequently asked questions.

“Sorry, your session has expired” when I want to pay.

During the check out there are 2 payment methods: DIRECT TRANSFER and Paypal.

DIRECT TRANSFER is where you need to log in to your bank account and transfer your grocery shop manually.
PayPal is where you want to pay via Credit Card. You don’t have to have Paypal Account in order to use this option.
Paypal is a trusted third-party chosen by Tozerba to ensure that the payment is secured and protected.

If you choose the payment via DIRECT TRANSFER, you will see below screenshot:

Example of Completed Order

Question: “Every time I want to pay my grocery, I keep receiving error message – Your Session is Expired, why?”

Answer: Again, once you have submitted the order and choose DIRECT TRANSFER, system will send invoice to your email.
You need to login to your bank account and transfer the grocery shop invoice manually.
This error message is telling you that you couldn’t see your previous list of grocery because your previous order has been completed.

Can I get a text message or personal message if there is any restock on product?

Yes, you can.

Please visit the out of stock page and put your email for product restock notification.

Please follow our instagram account @tozerba.au , you’ll get the most up-to-date information about our current/restock products.

Alternatively, you can head to our website and click view all products, by default it will be sorted based on the latest / restock products.

Can you shop my order for me if I call?

Due to minimize issues, keep track your order and to save your time, We are not able to assist you to place the order via phone call.

We would encourage you to go to our online shop at https://www.tozerba.com

Do you have an app?

We currently do not have an app dedicated to online shopping.
Our website is responsive and mobile optimized, so we’ve decided not to pursue any mobile apps at this stage.

How can I confirm that we have receive your order?

Once your order is placed you will receive a confirmation email from us.

If you modify your order you need to check out again and each time you will receive a new confirmation email from us.

How long will my order get delivered?

If you place your order and pay using PayPal / OSKO (Instant Payment), it will take up to 24h to prepare your order.
Your order will be scheduled for shipment the next day and it’ll take between 3-5 working days for our courier to delivery your order.

If you place your order and pay using Direct Transfer, we will prepare your order as soon as the payment is clear on our account.
it will take up to 24h to prepare your order. Your order will be scheduled for shipment the next day and it’ll take between 3-5 working days for our courier to delivery your order.

** In most occasions, we would be able to dispatched your order within 1-2 days after you place your order based on our couriers availability **

I am choosing SAME DAY DELIVERY, will my order get delivered today?

We don’t have Same Day Delivery delivery option in our system anymore.
We’re trying our best to improve our customer confidence and satisfaction to deliver your order within 24h.

I can’t find the item that I search, should I call the shop and ask whether they have the item?

Tozerba is an independent business entity since 2022 and we don’t have any affiliation with any shop.

I don’t want to put an online order because I am “Gaptek” not a Computer Savy. Can I just send send email or chat via Whatsapp to list all products?

Yes you can, please don’t expect that our team will response promptly to attend your order because all orders MUST place through our website.

I have never done Online shop. What should I do?

No worries, please check out the following video link.

I have placed, completed and paid my order. I realised that I need to add some items, what should I do?

We would encourage you to create a new order and pick ‘Manual Code Delivery Method” in your delivery method to avoid extra delivery fee.

In customer note, you can simply add ‘Combine with my previous order #1234″

I place my order and some of my items are out of stock, what will happen?

Our friendly customer service team will contact you via Whatsapp or Email to provide you further information whether you want to swap with similar time or to refund the out of stock products.

We will be expecting your response within 24 hour, otherwise we will do the following (one of them):

  1. Refund your item.
  2. Swap with the similar / alternative items.
  3. Swap with the most popular item that we have now.

Please refer to our cancellation policy.

I request for a refund, how long will it take?

Our team will work professionally to assist you to refund and it will take between 1-2 business days.

Again, it should be satisfied with our cancellation policy.

I select ‘Click and Collect’ however, I give instruction in my customer note to deliver my product, what will happen?

We don’t have any physical store for local pick up, “Local Pick Up” is no longer available.

I was advised to place my order through online, when I open the website and I can only 8 products. What should I do?

Our main page contains 8 latest/restocked products. To view all products, please click the standout button as per below screenshot.

Alternatively, you can go to the shop link in the top navigation menu.
We have more than 1400 items which we always update periodically.


My suburb is not found in the address search and I can only select ‘Click and Collect’ in my delivery method? What should I do?

For example: You’re living in Tasmania, during your checkout you can’t find Sendle option delivery but Click and Collect as the below example.

What should I do?

  1. Please double check whether you have put the correct POSTCODE or not.
  2. If you still can’t see any delivery fee calculated in the system, please choose any available option and send us email to [email protected] to calculate your shipping fee manually.

Parcel returned to the sender.

Tozerba will cover the cost of delivery fee for re-sending the parcel if the address is incorrectly printed by Tozerba.

Customer will cover the cost of delivery fee for re-sending the parcel if the customer provides an incorrect delivery address and no option to refund available in your order.

When should I pay my “direct transfer” order(s)?

Your order must be paid within 24 hour after you have placed your order in our online store otherwise we will cancel your order.

Where can I get a copy of my invoice?

Your invoice will be provided to you with your delivery. Your invoice will also be sent to your email.

Please contact us at [email protected] and we will happily email a copy to you.