FAQs Answers to your Frequently Asked Questions

How long will it take for my order to arrive?

Once we ship your order you will receive an email and/or sms advising the tracking number. You can check the progress and current eta for your delivery from this message.

If your order has not been dispatched yet, please send an email to support@goodmix.com.au advising your name and order number and one of our customer service team will get back to you asap.

How much does shipping cost?

Flat shipping rate of $10 for all online orders OR free shipping if the order total is over $100.

Can I make an order by phone?

Our preference for the fastest service is through our online store. If you are experiencing any difficulty ordering through our online store, please email support@goodmix.com.au and one of our customer service representatives will be in touch to help you.

What is your returns policy?

goodMix returns policy

 
You can return any damaged or incorrect item for a refund, within 14 days of receiving your original order. The goodMix Team must authorise all returns via the Support Email. support@goodmix.com.au 
 
  • Full Refund for Item will be offered: If the items you received were incorrect, damaged, missing, or not as we described them, then you'll get a full refund for that item.
 
Policy Overview
 
  • The goodMix Team must authorise all returns via the Support Email
  • Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.
  • To complete your return, we require your invoice number or the email address you used when purchased. 
  • Prior to processing refund or exchanges, customers are required to send pictures of defects and without pictures, we cannot process a request.
  • To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in the original packaging.
 

Authorisation

  • Before you return your product, you must email us: support@goodmix.com.au so we can provide you with return details.

Shipping

Once the return has been authorised and return details provided –
  • You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • If you are shipping an item over $75, you should consider using a trackable shipping service (courier) or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected –
  • We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 - 3 business days.

Late or missing refunds (if applicable)

If you haven't received a refund yet –
  • First, check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you've done all of this and you still have not received your refund yet, please contact us at support@goodmix.com.au
 

Unclaimed orders:

It is the customer's responsibility to follow tracking advice and be present when order is being delivered. Regardless of the postal service, deliveries will always be attempted at least once, and if undeliverable, will then be taken to the local post office or relevant postal centre until claimed. If a customer does not claim this order within 5-10 business days (maydiffer depending on country and service), the order may be returned to us, and in such a case we do not offer a refund or replacement. We can resend the order if the customer is willing to cover postage costs.
How can I get in touch to provide feedback?

Jeanie the founder of goodMix and Natruopath will answer all your questions. Please email her at jeanie@goodmix.com.au

Are all your products gluten-free?

PondWater is batch-tested to be gluten free, every time. Our barley and spelt grass are Australian grown and processed. Produced specifically to cater for the Gluten-Free consumer. The grass is harvested long before any grains develop and each batch is tested for contamination.

What does Low FODMAP mean? And why should I should know or care?
Low FODMAP foods contain low levels of the rapidly fermentable carbohydrates known to trigger IBS symptoms. (Our gut bugs ferment FODMAPs really quickly & that can upset sensitive tummies). Researchers from the Monash University in Melbourne developed a diet keeping FODMAP’s low (The Low FODMAP Diet). It’s been proven to help people with IBS or other gut issues better control their symptoms (& get back to living a normal life!) It’s becoming recognised globally as one of the first ‘prescriptions’ to try for those with medically diagnosed IBS.
 
The acronym stands for:
F………Fermentable (broken down by your gut microbes)
O……..Oligosaccharides (fructans & galacto-oligosaccharides)
D……..Disaccharides (lactose)
M…….Monosaccharides (fructose - in excess of glucose)
A……..and
P……..Polyols (sorbitol, mannitol, xylitol & maltitol).
 
The diet is NOT a diet that we should all start following, it’s really just people with IBS, SIBO, bloating, pain, bowel irregularity or IBD who should be aware of this - to help understand & get control of their symptoms. Low FODMAP eating is not intended or recommended as a long-term healthy diet (many really healthy foods are high in FODMAPs). But it’s just handy to know what foods can make you feel a bit funny in the tummy if you eat too many, for me - I notice apples (more than 1 a day). By far the most common FODMAP reactions we hear about at markets are to onions & garlic, wheat & milk.
What is a ‘best poo ever?'

No 4 on The Bristol Stool Chart! The ’smooth sausage’ - the holy grail of poos! We should all aim for mostly number 4’s (variation is normal & ok, but as long as you usually see number 4’s before the flush, you’re doing well!) PRINT OUT THE CHART FOR YOUR TOILET DOOR. Good gut = good poos.

p.s when at the Bristol Chart page - click 'About This Product' so you can get it FREE ;-) 

Why do you have to soak Blend11? That’s annoying / time consuming / weird / I like it better crunchy…
When seeds absorb water they think ‘yay, it’s rained - now is our time to start growing!’ They are stimulated to release enzymes, which start to break down the stored nutrients (meant to nourish the seed & support growth before roots & leaves have developed. Enzymes are great for us, plus we can then get more nutritional benefits from the Blend.
 
If you think about it, seeds are designed to pass through the digestive system of whatever animal eats them so that they can then start growing in a nice pile of manure once they come out the other end! They are designed to stay intact & withstand digestion. When we pre-soak them, we ‘trick them’ into coming out of their dormant, protected state. Soaking / activating makes their tough outer layer expand, become weaker & much easier to digest, the protein content increases & the nutrients become more bioavailable.
 
This process (soaking seeds / grains) is also being introduced in the farming industry to achieve better feed efficiencies etc for livestock, (there’s a lot of research & evidence behind it, it’s not just some crazy market soggy-seed-sellers)! 
How many days can you keep the wet mixture in the fridge?

Soaked Blend11 is fine in a sealed container for up to 3 days in the fridge, after that it will start to get a little sour / not quite so tasty.

It looks like muesli, but is way more expensive??!!
The price question is always there when you have quality food, simply because we are now surrounded by so much poor quality food! We have become used to expecting cheap food products because food manufacturers develop products with emphasis on supermarket price point & not enough care factor about nutrition & health. In most cases, you get what you pay for! Most seed blend / muesli manufacturers will fill their packets up with the cheaper ingredients like bran straws, sultanas & sunflower seeds (just look at the first few listed ingredients on packets to see what the main proportion of product is). I could have made Blend11 much cheaper but I don’t like the fatty acid profile of sunflower seeds to be eating them every day (really high in omega 6 which we get plenty / too much of). I preferred to make the product much higher in anti-inflammatory omega 3’s,& monounsaturated) as sunflower oil is used in so many processed foods etc.
 
Blend11 has some pretty awesome therapeutic actions, so our ingredients cannot be compromised (the effects may change, & we would have A LOT of cranky customers!). We have actually tried to make a cheaper formula, but it just didn’t give the same results when we tested it on a few ‘regular’ customers! Plus we often get feedback from people trying another brand that it’s ‘just not the same!’ Second or third best poos - if you’re lucky!
 
But - you can always buy some cheaper muesli or oats / other ingredients to spread the mix out if you’re not using it for it’s therapeutic action. Many love to mix 1:1 with oats to make a more traditional Bircher muesli.
Can I eat this if I have diverticulitis?
Yes, but you always should soak the mix at least overnight & even smoothie it if you’re still worried. Remember - most people over the age of 60 have some diverticular pockets, & many will never have any problems / acute attacks even though they continue to enjoy nuts & seeds. Many people with pockets are just fine with eating whole seeds, Drs are starting to become aware of this.
 
Listen to your body on this one though, most people are fine with soaked seeds, almost all will be fine with soaked & then blended. It would be highly unlikely to get any adverse effect from a smoothie with soaked seeds, this is exactly what people with a sluggish bowel & diverticular disease really need, to keep the good bugs well fed & the baddies away, keep the bowel moving easily with no pressure build-up, as well as keeping the bowel lining healthy & nourished with loads of short-chain fatty acids (amazing anti-inflammatory by-products of fibre fermentation).
This stuff is really high in fat?? Surely it’s not healthy then, it’ll just make me fat!!??
OMG, this question comes at me still, mostly from 55-75 yr old ladies who are often overweight due to insulin resistance brought on from decades of low-fat eating (with the compensatory carb overload!)
Eating fat does not make us get fat - whilst it sounds logical, it’s just not that simple! Fat makes us feel full, keeps us looking great, esp skin & hair, it supports fat-burning ability, & will decrease hunger / cravings for sugars & carbs thus preventing insulin resistance, the main cause of obesity! Most people feel really good on a diet high in healthy fats, this blend contains a great balance of omega 3, 6 & 9, as well as monounsaturates & MCT's. Blend11 is almost 40% fat, compare the nutritional panel to other muesli type products (& look at the sugar & carbs line too!). The carb content is mostly fibre & the sugars are very low (& their absorption is also slowed by the fat fibre protein hit).
I can’t eat grains. Blend11 contains millet, buckwheat & amaranth!

These grains are - gluten-free, low reactive, high protein, soaked overnight to improve digestibility / decrease reactivity, & the millet & amaranth are cooked. Buckwheat is technically a seed, not a grain. Most people are totally fine with a little soaked buckwheat, & a few puffs of millet & amaranth (millet & amaranth are only 2.5% of the mix by weight, they just look like more as they’re full of air - so actually Blend11 has very minimal grain content).

Fibre makes me fart. Do I really need more?

Your gut is like an internal fermentation tank. Farts mean there is a lot of fermentation happening. Fermentation is good! Our butthole is the release valve - like you’d want to loosely cover anything that you’re fermenting so it doesn’t explode! We would explode too if our butt couldn’t let gas build-up escape when it needs to! By-products of fibre fermentation (& fart production) are SCFA’s ’Short Chain Fatty Acids’. These act as anti-inflammatories & are extremely beneficial to the gut lining as well as the rest of the body. They actually pass through your bowel lining & into your bloodstream, so think about this - if you're farting it means you’re fermenting. Surely a few extra farts is worth it to get your gut producing plenty of these amazing systemic anti-inflammatories! Any increase in fibre can temporarily make you a little gassier, but it should settle right down as your microbes adjust. But yes, fibre does make you fart, & farting is a healthy thing!

That bag is tiny, I’d be finished that in 2 days!

This is not a regular muesli. It’s used more like a ‘topper’. You only really need 50g daily (2 heaped tablespoons or 1/3 of a cup) to see the digestive benefits. Some people find that they only need to use it every second day or a few times a week to feel better in the belly, so the bags last much longer than you would expect. You mix it into something else, like fruit / yoghurt / smoothies / porridge / bircher etc. 50g is a typical serve, you can use more or less - experiment to find your ideal dose.

Can my baby have this?

If your baby is eating plenty of solids & there is no known reaction to any of the Blend11 ingredients, they can try it for sure. Always soaked, added to a smoothie is perfect, & start with small quantities & observe the response.

Can I have this during pregnancy?

Yes!! Pregnancy is one of the most important times to focus on getting your gut microbes right because your baby will (all going to plan) get covered in them during the birth process! A healthy gut microbiome passed on to bubs will mean less chance of eczema, allergies, hayfever, obesity, diabetes, anxiety & depression in later life. Feeding your good microbes with diverse fibre during pregnancy will help build your baby one of the foundations for a healthy start in life, a diverse microbiome. Added bonus is, pregnancy constipation / sluggishness is relieved! We get really great feedback from pregnant mums & a Blend11 smoothie is awesome as a ‘one-handed’ quick & nutritious meal option while breastfeeding too!

Why are there so many ‘gut health’ gurus, books & products now?

Because Drs & scientists are finally taking notice of us crazy poo-obsessed naturopaths & researching, only to find out (surprise surprise) that your gut health can heavily influence many health issues! Of course, every manufacturer is now using that knowledge to sell more gut-friendly food & gut health supplements. The research will continue to uncover more about our gut as technology improves & more funding is allocated. We only know the tip of the iceberg now, the next few years will be very interesting (& will see a flood of even more gut support products come on to the market). We’ve been talking about it & collecting feedback from markets since 2012 & the shift in general consumer awareness during that time has been massive. We used to get blank looks when saying ‘it’s good for your gut’. Now we get knowing nods from most people - but also some scepticism because ‘everything is good for your gut health these days.’

Is this a probiotic food? I already take them after I have antibiotics. And I eat kimchi & kefir.

No - it’s not a probiotic. It contains PREbiotic fibres to support your probiotic population. Prebiotics are food that supports the growth & encourage a good balance of gut bugs. Blend11 contains a very diverse range of ‘microbe accessible carbohydrates’ to ensure that gut microbial fermentation is occurring along the length of the colon. Gut microbial fermentation keeps your bowel lining healthy, helps decrease inflammation both in the bowel & also systemically throughout the entire body.

For most modern humans, our gut microbial balance is not very healthy. Crappy processed food choices, chemicals in our food & environment, high levels of stress & 3 generations of too many antibiotics & other chemical medications (whilst sometimes essential & life-saving), are a big reason for that. It can take months or even years for people to get their guts back on track after a course of antibiotics - some support with pre & probiotics / fermented foods is essential here, & eating plenty of diverse, fermentable fibre (like Blend11) can help make sure you’re feeding the good guys so they can start to repopulate nicely.

I have some health issues & am not sure if I can use these products…is there someone I can discuss my concerns with?

Please contact Jeanie, our goodMix naturopath directly jeanie@goodmix.com.au

What is this ‘Blend11’ - it looks like birdseed?

Blend11 is simply a blend of 11 superfoods. Yes, it does look like birdseed, but it is designed as a health food for humans! :)

Is Blend11 like a muesli or something?

It is 'like a muesli' but has some major differences to the standard offerings! It is much higher in protein, good fats and is gluten free, containing minimal grains (small amounts of the ancient grains millet & amaranth).

It is designed to be ‘activated’ or soaked overnight to ensure proper digestion & absorption of nutrients and can be easily added to yoghurt, smoothies, protein shakes, bircher muesli’s, balls, bars & slices, etc etc.

All ingredients are chosen for a reason. Everything is organic except the almonds at present.

Is Blend11 Paleo?

Blend11 contains amaranth and millet which are not considered strictly ‘Paleo’.

Millet and Amaranth are gluten free ancient grains, which are well tolerated by most people and eaten by many people following a ‘Paleo-ish’ diet. Many people find it a valuable addition to their primal-inspired eating plan to ensure that daily fibre intake is adequate. Many paleo eaters don’t consume enough fibre to support optimal bowel / digestive health.

NeoBlend ingredients are 100% paleo approved.

Is Blend11 fattening?
Best poos ever - how can you guarantee this?

7 years of selling the product face to face through farmer’s markets has given us a great insight into the ‘side-effects’ of Blend11. This is our most common customer feedback - every single market day. Diverse fibre = diverse gut bacteria = better poos!! There is the odd case which responds differently - but these are so rare that we can still confidently offer the guarantee.

If you are not satisfied with the product and its results, we will happily refund or exchange the product :)

Can I eat BallBags if I have blood sugar issues / diabetes?

Research shows that everyone responds to sweet foods differently - some will react strongly to a banana but not a cookie & vice-versa, but in general, the BallBags are one of the ‘better options’ a diabetic can choose as a sweet treat, as the sugars are all from fruit only, & are combined with a lot of fibre, good fat & protein - which will slow the absorption of sugars into the bloodstream.

Are these fattening?

Hmmm. I guess if you ate them to excess in place of ‘a healthy diet’ whilst doing no exercise you may put on a kg or 3, but that would apply to just about anything! They contain vitamins, minerals, good fats, plenty of fibre, resistant starch, protein & antioxidant polyphenols - all of which can help with staying in shape. If in doubt, eat them either just prior to or just after you exercise - the perfect pre or post-workout snack.

Do I store the packet in the cupboard or fridge?

If you are not planning on making up your balls straight away, refrigeration will preserve freshness longer. Just let the mix get to room temp before you start making your mix up (it will stay together better).

My mix isn’t sticking together really well, what can I do?

The dry mix can vary in moisture content, if it’s not sticky enough, add a few teaspoons of water, this will help it to bind. Also, ensure the mix is room temp (cold mix won’t bind / form as well).

I’m trying to lose weight, & need to be careful of what I eat & when - when is the best time to eat these?

BallBag balls are perfect as a pre or post-workout snack, or for when you’re ‘on the go’ all day. Don’t think you can sit on the couch all day eating protein balls & lose weight - they are still high in calories, so great for active people, not suitable for sedentary lifestyles. Though you’ll still be much better off eating balls than other sweet treats, as they contain protein, fibre, resistant starch & polyphenols which are all great to support weight loss & metabolic health.

What are the health benefits for these balls?
A much more nutritious alternative to cakes, biscuits etc. Allows you to satisfy your sweet tooth / still enjoy desserts & treats made with nourishing food rather than just nutritionally empty calories. Ingredients are refined sugar-free, gluten-free, mostly organic & packed with beneficial nutrients:
  • protein
  • fibre
  • resistant starch
  • vitamins & minerals
  • polyphenol antioxidants
Green drinks look really gross - & I’ve tasted aloe vera, it’s horrible. what does Greens + Aloe taste like?

It's not the nicest beverage you'll ever taste, but it's sooo worth getting used to it, you’ll feel amazing on it! Try some with juice, in a protein shake, a smoothie, coconut water, with a squeeze of lemon / lime…there are plenty of ways to mask the greens! It's not bad once you get used to it, & after a while most people find that they actually start to crave it - & the way they look & feel when using it regularly! We have heaps of recipes online to get you started!

Can I take this with my medication?

Always run anything new by your GP / pharmacist but the only known contraindication is warfarin. Diabetics taking medication need to monitor sugar levels as the Greens +Aloe may potentially alter glucose metabolism (in a good way) & mean they need to review medication dosages. It's a good idea to take any natural supps away from meds - 2hrs either side is a good interval.

Is this really safe for coeliacs? It's got barley & spelt....they have gluten, don't they???

The barley & spelt is just the grass form, not made from the grains. The grains that the grasses sprout from are left underground & the grass is harvested well above ground level. Every batch of harvested dried grass is checked for gluten & every batch of Greens + Aloe is also tested - nil gluten detected. Many similar grass-containing products are not tested to be GF, & contamination can be a real issue for coeliacs using green powders.

I have IBS / ulcerative colitis / crohn's disease... (or another gut issue) can I take this?

It's always recommended to introduce anything new very gradually if you have a sensitive tummy, so just start slowly (ie 1/2 tsp daily) & monitor. There have been some studies showing positive results for IBS, ulcerative colitis & other GIT conditions using aloe vera & green powders.  The formula is useful for improving gut wall integrity, soothing inflammation & improving microbial balance - it's going to help most 'gut' people, but with anything serious, always seek advice from a professional (ideally someone trained in both pharmaceutical & natural medicine).

Is this safe to use during pregnancy? Breastfeeding?

Yes but only small doses. Always best to err on the side of caution during pregnancy (first trimester especially). Use a maximum of 1 flat teaspoon daily until baby is weaned, or 2 yrs old. You really want the nutritive support & gut benefits, but you don’t want high doses to promote detox (there’s a time for that, & pregnancy / breastfeeding is not that time!) 

Is this a cracker mix or a burger pattie mix?

It’s actually both! Sorry for the confusion - we launched it as a savoury seed-cracker premix, but our customers discovered that it makes AMAZING veggie patties too!

What oil is the best to add to my mixture?

We like extra virgin olive oil, macadamia nut oil or coconut oil. They all work really well & taste great! You can also use no oil, but most people prefer the taste / texture with oil. Use your fave oil or none.

My family love real burgers with meat - I don’t think they will eat these?

Most hardcore meat-lovers will be pleasantly surprised when you cook a batch of these at a BBQ! Even fussy kids - the tomato & mushroom patties offer great texture (juicy tomato & succulent mushroom). Just chop veggies finely for fussy folks, & you can add some mince into the mix & transition / introduce a plant-based burger patty more gradually!

Can you bake the patties? I don’t like to fry…

Yes you can, though the oil does really add to the flavour / texture. No oil / baked can be drier. You can also use baking paper on your sandwich press to cook without oil that way. 

Do I store the packet in the cupboard or fridge?

In the cupboard is fine. 

My crackers are fully cooked on the outside but are still soft in the middle. What do I do?

You can just snap off the outer edges, then return the middle to the oven for a little longer. And be sure to always roll the mixture out to an even thickness, & make sure the oil is always mixed through evenly too. 

My mix isn’t sticking together really well, what can I do?
When making burger or crackers, it’s really important to leave the moistened Bixmix to sit for at least 3 hours, better still overnight to make it easier to work with. If you add too much veg to your burgers, or they’re not chopped finely enough this can also make it not stick together well. Use the same weight of veg as the packet of mix (ie add a maximum of 400g or 800g veg), & grate or finely chop everything. 
When making crackers, the mix will be firmer / easier to work with if used cold, straight from the fridge. 
My crackers are sticking to the baking paper when cooked!

There seems to be 1 brand of baking paper that sticks, but most are fine. If one batch sticks, take note of the brand & use a different one! Can recommend the ‘Greener’ brown baking paper from Woolworths, or the Goliath from Aldi - these won’t stick. 

What’s the difference between Blend11 & 13?
Blend11 is Low carb, Low FODMAP & keto-friendly. Blend13 is grain-free & paleo-friendly, & has more natural sugars from the extra fruit. It contains chunks of dried banana, apricot & mango, as well as macadamia, Brazil nuts & hempseed. Most people add fruit to Blend11, this isn’t necessary with Blend13.
 
Anyone wanting to try a Blend for digestive benefits, I would recommend starting with Blend11 as it is Low FODMAP (unless grains are off-limits).
Are the dried fruits preservative free?

Yes, no goodMix products contain preservatives, all dried fruit & coconut is free from 220, (& most is certified organic too).