FAQ

Black & White FAQ

Frequently Asked Questions

Who is EQ?
EQ was founded in 2022 by Ethan Jackson. Sick of limited, poor tasting protein options, he came to market with a solution that topples them all.
How do our donations work?
We match every calorie you purchase, so every time you purchase from our range of great tasting protein snacks, you are inadvertently feeding someone across Australia. We can't show our appreciation more, so thank you from the EQ team.
What are the different cookies?
Our lean cookies have the least calories below 290, ideal for those watching their intake. Our growth cookies are slightly larger above 500, and then our XL cookies are 1000 calories for our serious bulkers.
What protein sources do you use?
We use a mixture of Whey Protein Concentrate (WPC) and Whey Protein Isolate (WPI), these vary depending on the product.
Where can I purchase EQ products?
You can purchase from us straight off our website or via our subscription program to make use of huge savings. We are also in a huge number of gyms and supplement stores across Australia. Ask your local store if they stock EQ!
How long do the cookies last?
Our cookies have a shelf life of 1 year.
What are our operating hours?
We are open from 9 am to 5 pm Monday to Friday with the exception of public holidays.
Are we vegan-friendly?
We are currently in the process of developing vegan-friendly products.
How can I set up a custom subscription bundle?
To set up a custom subscription bundle, you can jump into the single units tab, click on each item, and click on the subscription button below. Do that with all the items you're after, and you'll have your bundle.
Am I locked into a subscription?
No, you can cancel your subscription and rejoin your subscription whenever you like. You can do this by logging into your account and pausing/cancelling the subscription on your dashboard.
My Promo discount did not work!
Oh No! Shoot us an email at orders@eqfood.org.
How long does shipping take?
We do our best to get our cookies out ASAP. We do bake them fresh, and usually across Australia, we can have them out within 3 to 5 business days of your order.
Shipping information
We ship all across Australia. Unfortunately, we are yet to ship overseas, but we are looking to get our product out globally as soon as it is viable. Our free shipping is based on weight; if you order over 3.3 kg of items, you qualify. (Hint! Our boxes of 12 cookies are 1.7 kg)
Product Quality!
Was there an issue with your product? We are always keen on getting some feedback, so please send us an image of the issue and a bit of context, and we will be happy to replace the affected items.
How does the food assistance form work?
If you are in Australia and are currently in need of a bit of help, fill out the form and give us as much information about you and your circumstances as possible. We understand it can be difficult to ask for help when you need it, but no one deserves to go to bed hungry; your story stays private and yours, so please reach out. We only want to help.
Can I join EQ and help in donating?
We are absolutely getting more packages and incentives together to further our campaign against hunger and homelessness. Keep up to date with our newsletters as we look to build a community of people to bring donating to the forefront.

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Shipping & Delivery

Domestic shipping can take up to 5 business days.

Foreign shipping could take up to 14 business days.

Due to global supply chain challenges, shipping times could be longer than usual.

Shipping rates can vary depending on your region and are calculated at checkout.

Here are the full details of our Shipping Policy.

Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..

Yes, we ship our products all over the globe.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

A full list of all of our shipping areas can be found here.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

Warranty & Repair

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.

It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.

An extended warranty can be added to your products for an additional cost.

Please get in touch for more information about extended warranties.

The extended warranty could come at a different cost depending on the type of product and extended period.

Please get in touch for more information.

Returns & Refunds

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy.

A refund request can be submitted within a month after the purchase is made.

In the case when the product and packaging are unopened and undamaged, you are eligiblefor a full refund.

In the case when the packaging has been opened and the product has been used, you are eligiblefor a partial refund.

In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.

Please check our Terms of Service to see if you're eligible for a refund.

When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.

When an order includes free shipping, only the cost of the return shipping is handled by the customer.

Free returns

Returns within 30 days receive a full refund.

Worldwide shipping

Ship anywhere, rates available at checkout.

24/7 support

Call us anytime at 1(800) 555-1234.