FAQ Print

Welcome to our page of most frequently asked questions! You can click on one of the links below to be taken directly to your question, or scroll through the whole page. If your question is not here please feel free to Contact Us and we'll get back to you asap.

Questions:

Answers:

I live close to you/I am driving past your area. Can I pick up my order?

Yes you can! Our address and times are on the Contact Us page. All orders need to be completed and paid in full prior to collection. We are not zoned for retail at our address so a pick up time needs to be arranged.

What payment options do you have?

Our payment options are Visa, Mastercard, Bank Transfer, Cheque or Money Order.

I've chosen to pay my order via bank transfer/Cheque money order and have lost your details! Can you give them to me please?

Thank you for your order! We'd love to get it out to you as soon as we can so are very happy to supply you with these details.

For bank transfer please use these details:

Bank: Heritage Building Society

Account Name: Raw Sensation Pty Ltd
BSB: 638-060
Account Number: 011035153
***If you are transferring from a Heritage account, we are a S13 account type. ***

For a cheque or money order please post to:

Raw Sensation Pty Ltd

6/5 Ramly Drive

Burleigh heads

Qld 4220

Can you please explain which sheets I will need for the dehydrators?

With both the Excaliburs and the Ezidri's there are two different types of sheets. These are mesh sheets or solid/non stick sheets.

The mesh sheets are for items such as tomatoes halves, or bananas, solid things that can't fall through the holes or become enmeshed in the sheet.

The non stick/solid sheets are for things like pizza bases, crackers, fruit leathers etc. Anything that might get stuck or fall through the mesh sheets.

So it all depends on what you will be making as to which sheets you need!

The Excaliburs will come with enough mesh sheets for the dehydrator because everyone needs these. Non stick sheets are optional. The 9 tray models come with one free sheet.

I've somehow ended up with 4 copies of this book n my cart and and I only need one... how do I change it?

Easy peasy! I'm so pleased to help you quickly with this one. Simply go to your cart, change the quantity to one either click on the little icon with the two arrows beside it. This will update your cart.

See this video for visual instruction. You can right click on this video, select watch on youtube and then enlarge to full screen if you cannot see it clearly here.

How do I post on your forum?

Everything is easy once you know how! I've answered this in a video to make things even easier!

See this video for visual instruction. You can right click on this video, select watch on youtube and then enlarge to full screen if you cannot see it clearly here.

How do I purchase through your store?

See this video for visual instruction. You can right click on this video, select watch on youtube and then enlarge to full screen if you cannot see it clearly here. This is the longest of all of the videos. It goes for 12 minutes but is quite comprehensive. Please feel free to ask any questions if I have missed something.

How can I reset my password on your site?

See this video for visual instruction. You can right click on this video, select watch on youtube and then enlarge to full screen if you cannot see it clearly here.

Well resetting the password looks easy in your video but I can't remember my username. How do I find that out?

See this video for visual instruction. You can right click on this video, select watch on youtube and then enlarge to full screen if you cannot see it clearly here.

Well that looks easy also. But I have a lot of email addresses and I can't remember which one I registered with. I can't remember which email address, or my username, or my password! What do I do now?

The best thing to do in this situation is either call us during business hours or send us an email asking for your username. You can use our Contact Us page to both send and ipod and to check our business hours (we're on QLD time). If you'd like us to reset your password we can do that also. Please just let us know what you would like it changed to.

Can I get Cansema/Black Salve from you? How much is it?

No, sorry we do not sell Cansema which is also known as Black Salve. We do not know where Cansema can be purchased at this time.

Where do I find your Hydrogen Peroxide? Google said you had it but I can't find it!

We no longer stock Hydrogen Peroxide.

I searched for kefir on your site but can't find it. How much is it please?

Kefir is spoken about regularly on our forum which is why it shows up on google and leads you to hear. We purchase our kefir from a lovely lady called Margaret in Victoria. Her service is excellent both pre and post sale. We've purchased from her several times and loads of our friends have bought from her as well and spoken highly of her. You can contact her by email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it (email address posted here with permission).

It's 9.15am and you're not answering your phone. You're supposed to be open now, are you sleeping in?

We wish! With two young children, and two early rising cats that doesn't happen ever! Hehe. This is mostly asked by NSW and VIC residents during the daylight savings period. We don't have daylight savings in QLD so that could be why. Your 9.15am is our 8.15am during this time. If you have your timezones worked out and we are still not answering then another possibility is that we are already on a call. In either case, please feel free to leave a message and we'll call you as soon as we can. :)

Other reasons you may get our message service is that we are on another call or are taking a delivery. If you do get our message service please do leave a message and we'll return your call. If we don't return your call please don't assume we're ignoring you! We may have pressed a wrong button and deleted your message or there may be a crossed line that is fuzzy and we can't understand the message. We do all we can to return all calls as soon as we can. :)

I'm in Singapore, Thailand, Indonesia, New Zealand and want to buy from you. Why don't you send overseas?

We were hit very hard by credit card fraud at the beginning of 2010. When these clever little munchkins do successfully defraud a site, they have their own forums which they advertise a 'hot site' on. They move the servers for their forums a lot which makes them near on impossible to track and trace. We've been advised by our merchant facility to stop all overseas customers for at least a year. To be fair, it's been a long time now and we're still getting people contact us the same way the other criminals did for what we now know to be fraudulent sales. It's unlikely that we will start international shipping again in the near future.

Do you eat raw? Does your husband? Do your kids?

I (Jennie) do eat a high raw diet. When I have something cooked it is generally steamed or dry baked vegetables. Sometimes I'll have a lentil dish, some fish or free range eggs. If I'm out at a restaurant I'll have the vegan option most of the time. I'm not strict. I did do a 100% raw diet and I was socially unhappy. I actually feel more relaxed, more open minded and kinder towards others (I'm not sure why on this last one) when I am eating 80-90% raw and a very small cooked portion. Bill is the same but without the fish or eggs.

The children eat a wholefoods diet. Trying to get them to eat a raw food diet created an incredibly stressed and unhappy household. We all were not looking forward to meals at all. My children are very good mostly, and they are also very strong and stubborn and every meal turned into a battle of wills. So while they eat cooked most of the time, it's whole, organic foods. They're rarely sick and are happy children. Yes I'd prefer if they were high raw, but I'm hoping that by leading well, they will follow as they get older.

 
 
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