Pureharvest help center
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Customer Service and Office Administration Roll
Pureharvest is an Australian, family owned organic health food company. We are looking to hire someone to work full-time in a Customer Service and Office Administration role in our Black Rock office.
This role will suit someone who has previous customer service and office experience and who enjoys working in a small team.
• customer service queries and complaints
• export administration tasks including documentation management, liaising with clients, internal departments, and government agencies
• general office administration duties
• excellent communication skills, written and verbal
• attention to detail and strong Microsoft office skills
• customer liaison skills
• ability to work as part of a small team or alone in a flexible environment
• an interest in health and wellbeing is advantageous but not essential
If this role appeals and you have the necessary skills, please send your resume and cover letter to firstname.lastname@example.org by 22/5/19.
I’m interested in purchasing one of your products, do you sell to individuals?
Unfortunately, as a manufacturing and distribution company we do not have the facilities to sell directly to individuals. We suggest to our customers that they request their local store to stock their preferred Pureharvest products. We urge our customers to do this by contacting their natural food store or supermarket directly.
Alternatively, we also have a number of distribution partners throughout Australia and in many overseas countries . These distributors will be able advise the closest stockists of our products for your purchase.
You can find details for stores and distributors on our Where to Buy page.
I have a problem with an unsatisfactory product, can I get a refund?
We will happily refund the full price and any postage incurred for any unsatisfactory product. Please contact us directly and we will arrange it for you. Please include the product batch details and any comments about the product issue.
I have been unable to find my favourite Pureharvest product recently at my usual store. Is it still available?
Individual stores can often be out of stock, or discontinue stocking some products, without our knowledge. It is best to contact your store directly to work out the reason that your favourite product is no longer available. If the product has been discontinued we recommend that you get in contact with your store directly, please see our Where to Buy page for more information.
Where can I find allergen information for your products?
As we have a wide range of products, each with different ingredients, we recommend you view our individual product pages for allergen information. In addition, as a rule no peanuts are allowed onsite at our production warehouse.
If the product you are looking for is not listed on the products page please Contact Us directly.
Do you offer your milks in sizes other than 1 litre?
Currently we only pack our milks into one litre packets and there are no immediate plans to pack our milks into different sizes.
Why has my non-dairy milk separated? Is it safe to drink?
Sometimes our non-dairy milks will separate, curdle or coagulate. If the product has degraded and gone off then it will be obvious by the off-smell. Separation can also occur when the product is fine, this can be caused by a high enzyme load in the product prior to UHT treatment, with some enzymes not being disabled by the UHT process. These enzymes can then cause quality damage over time in the product.
Non-dairy milks can also seperate in tea and coffe due to the pH levels in the tea or coffee affecting the composition of the milks. Both of these issues generally only affect a very small percentage of the batch, and are usually concentrated around the same packing time.
Other manufacturers use preservatives to overcome these consistency issues but as our product is organic, we do not add any preservatives (emulsifiers, stabilizers etc). This separation phenomenon relates to the quality of the product, and is not a food safety issue. The product is completely safe to drink and should not cause any illness or side effects if consumed.
If your milk has seperated and you are unsatisfied with your purchase simply contact our customer service for a replacement or refund.
How do I know if the milk seal has broken?
Tamper evidence on our milk products is provided by the blue cap being attached to the base of the pouring fitment by 3 breakable “legs”. These are broken when the pack is opened. The twist action of the cap rotates a cutting ring located in the pouring fitment which in turn cuts the foil seal and pushes it out of the way of the flow of product, hence the fact that you do not see a foil seal when the cap is removed. If the pack is opened and re-sealed, these “legs” on the caps will not line up again. If the cap is made to line up so that it looks like the seal is not broken, the pack will leak if inverted, and inevitably will spill product if the pack is picked up and squeezed.
Why is almond milk more expensive than other non-dairy milks?
Our almond milks are more expensive than our other non-dairy alternatives because the organic almonds from which the product is made are a relatively expensive product.
We use 10% whole activated organic almonds in our Almond Milk and 7% whole activated organic almonds in our Unsweetened Almond Milk. This provides the milks with a deliciously creamy texture without the use of thickeners or additives.
Are your almond milks raw or are they cooked in the manufacturing process?
Our almond milks are heated during the manufactoring process at 95°C for 5 minutes. They are then cooled, chilled, and finally ultra-heat treated (UHT) to 140°C for 6 seconds.
Our other non-dairy milks are processed in the same way with slight variations to the time and temperature.
What water is used in your products? Does it contain fluoride?
The water used in our products is fluoridated local town water. This water is filtered through sand and active carbon filters. This filtering process filters out all microbial load (organisms) and chlorine but allows most of the minerals to remain. Unfortunately not all of the fluoride is removed by this filtration method. The most effective way of removing fluoride is through reverse osmosis, but unfortunately the resulting water would also be devoid of any of the essential minerals rendering it “dead water”.
Some of your products contain “plant calcium’ – what is the source of this calcium?
The calcium source we use in our milks is calcified seaweed known as Lithothamnium sp., commonly marketed as Aquamin. This is a natural and organic plant-based source of calcium. The raw material is a unique red seaweed from the Lithothamnion Corallioides species. It is not only a source of calcium but a source of magnesium, iron, selenium and 73 other trace minerals, promoting improved bone health. The nutrients in Aquamin are highly bioavailable – in other words the body easily absorbs the nutrients. AquaMin is sustainably harvested from the pristine waters off the west coast of Ireland.
Do your soy milk products contain any powders or isolates?
We derive the goodness which goes into our soy milk from the whole bean and do not use any soy protein isolates in our products. As an isolate is not a whole food we refuse to use it.
Do your non-dairy milks contain carrageenan?
No, we do not use carrageenan in any of our products.
Is sulphur or any similar chemical used in the production of your products?
We do not use sulphur or any other chemical in our dried fruit or any of our other products. Organic standards do not allow for the use of sulphur in organic foods.
Are your rice products tested for arsenic content?
Yes, every shipment of rice we receive is tested for heavy metals including arsenic. The test results are always well under the level accepted (1mg/kg) by FSANZ (Food Standards Australia and New Zealand).
Are any sweeteners added to your rice milk?
There are no sweeteners added to our rice milk. The sweetness in the product is derived from the conversion of the rice starches to maltose, a complex sugar that can, under guidance, be consumed by diabetics and people on ‘low sugar’ diets.
Are any sweeteners added to your oat milk?
There are no sweeteners added to our oat milk. The sweetness in the product is derived from the conversion of the oat starches to maltose, a complex sugar that can, under guidance, be consumed by diabetics and people on ‘low sugar’ diets.
Is your oat milk gluten free?
Oat milk is not gluten-free as oats contain gluten. The gluten in oats is a different kind of gluten to that found in wheat, but it is still gluten. While some people do not react to the gluten in oats, oats nevertheless contain gluten.
Our dairy-free, gluten-free milks are our rice milks, soy milks, almond milks and coconut milks.
Is your Rice Malt Syrup gluten free?
Yes, our Rice Malt Syrup is gluten free.
Do you heat your organic honey?
We do gently heat and filter our organic honey, but never above 45°C.
Is your packaging recyclable?
Our packaging is made of recyclable material wherever possible. Please look for the recycling symbol on our individual products.
Does your milk packaging contain BPA?
No, our packaging is BPA free.
How can we trust the organic certification of imported ingredients?
All our imported materials are certified by internationally recognised organic standards. As certifying bodies differ from country to country please Contact us directly if you have a query about a particular product or ingredient.
Where are your imported ingredients sourced from?
We strive to source our ingredients from Australia whenever possible. When ingredients are unavailable locally we source them from overseas. Because of changes due to availability we do not always source our ingredients from the same location, and recommend you get in Contact with us directly if you have a query about a particular product or ingredient.
Why are your soy sauce products from China?
There are no soy sauce manufacturing companies in Australia so it is necessary to source our products from overseas.
Our soy sauce products are produced in Anshan in northern China, directly opposite the Korean Peninsula, in co-operation with a company there that produces traditional soy sauce in the Japanese method (a liquid brewing system that ferments the product for up to a period of nine months) using whole soybeans and natural Koji starters.
We began working with this company in the early 1990s and have had them certified organic through the European Ecocert agency, as well as helping developing their HACCP and quality control programs. We have been continually working with them since this time and visit them at least twice a year to oversee manufacture.
Their certification and growing practices are independently audited by European third party agencies on a yearly basis. They are a small business not aligned with any large corporation and their organic soybeans are sourced from the surrounding region from small farmer co-ops. Our business relationship is based on a fair trade policy.