Frequently Asked Questions • Gaia’s Pantry
Everything You Need to Know Before You Order
We gathered the most common questions about our products, kosher quality, storage, delivery, pickup, refunds, and what to do if something goes wrong with your order.
Tip: you can also browse by category.
Free Shipping
On orders over ₪270
Dry Goods
Nationwide delivery, usually 5–14 business days
Frozen Boerewors
Pickup only from designated points
Need Help?
office@gaiaspantry.com
Products & Kosher
What we sell, who it is for, and what to know about our products.
What type of products do you offer?
Gaia’s Pantry offers South African-inspired products including biltong, dried wors, boerewors, sausages, sauces, and spices.
Are your products kosher?
Yes. Our focus is quality kosher meat products for customers in Israel.
What is biltong?
Biltong is a South African-inspired air-dried meat snack. It is rich in flavour and works well as a snack, for hosting, travel, or as a protein snack.
What is the difference between biltong and dried wors?
Biltong is usually made as dried meat pieces or slices. Dried wors is a South African-style dried sausage with a different texture and seasoning profile.
What is boerewors?
Boerewors is a classic South African sausage. Our frozen boerewors products are available for pickup only from designated pickup points and are not shipped by regular delivery.
Who are the products for?
They are great for meat lovers, South African expats, people looking for a quality protein snack, and anyone who enjoys bold, distinctive flavours.
Storage & Freshness
How to keep the flavour, texture, and quality after your order arrives.
What is the shelf life of biltong and dried wors?
For the best taste and freshness, we recommend consuming air-dried products like biltong and dried wors within six months, when stored properly.
How should I store dry products?
Store them in a cool, dry place, away from direct sunlight and temperature changes. After opening, we recommend using an airtight container to preserve flavour and quality.
Why should I avoid heat or direct sunlight?
Heat, sunlight, and temperature changes can create condensation inside the package and affect the product quality. Proper storage helps keep the product fresh and flavourful.
Are dry products safe during shipping?
Yes. Dry meat products are shelf-stable and safe during transit. If your package arrives damaged, contact us with photos so we can help.
Who is responsible for storage after delivery?
Once the order is delivered to your address or pickup point, proper storage is the customer’s responsibility. Delayed pickup or improper storage may affect the product.
Shipping & Pickup
Delivery times, shipping costs, frozen pickup, and what to do if a package is missing.
How much does shipping cost?
The flat shipping rate is ₪40 per order. Free shipping is available on orders over ₪270.
When will I receive my order?
Dry goods are usually delivered nationwide within 5–14 business days. Once your order ships, you will receive further information according to your order details.
Which products ship nationwide?
Dry goods ship nationwide, including biltong, dried wors, shelf-stable products, spices, and sauces.
Do you deliver frozen boerewors?
No. Frozen products are not delivered by regular shipping. They are available for pickup only, and we will contact you when your order is ready.
Where are the pickup points for frozen products?
The listed pickup points are:
- Raanana
- Kfar Saba
- Nice 64, Sderot
We will contact you by WhatsApp, SMS, or email when your order is ready for pickup.
What if tracking says delivered but I didn’t receive the package?
Please wait one additional business day, as carriers sometimes scan packages early. If the package still does not arrive, email us at office@gaiaspantry.com.
Returns & Order Issues
What happens if a product arrives damaged, incorrect, or you need support with a refund.
Can I return food products?
Because we sell perishable kosher meat products, all sales are final once an order has been delivered. This protects food safety, freshness, and kosher standards.
What should I do if my order arrives damaged, spoiled, or incorrect?
Contact us immediately at office@gaiaspantry.com with:
- A clear photo of the outer box
- A photo of the product itself
- A brief explanation of what happened or where the package was left
After review, we may replace the affected product or issue a refund at our discretion.
Which items are non-returnable?
Food and meat products are non-returnable, including fresh or frozen meat, biltong, dried wors, boerewors, opened or temperature-sensitive goods, custom orders, sale items, and gift cards.
Do you offer exchanges?
We cannot offer standard exchanges for food products. If the wrong product was delivered or the item arrived damaged, we will handle it according to our order issue process.
When are refunds issued?
Refunds are issued only when a product arrives damaged, spoiled, or incorrect, and the required photos and information are provided. If approved, the refund is issued to the original payment method.
How long does refund processing take?
After approval, processing typically takes 3–10 business days depending on your bank. If 15 business days pass without receiving the refund, please contact us.
Orders & Customer Support
General information about orders, payment, and contacting us.
How can I contact you?
For product questions, delivery questions, or order issues, email us at office@gaiaspantry.com.
What are your support hours?
The support hours listed on the site are Sunday–Thursday 09:00–19:00, Friday 08:00–13:00, and Saturday closed.
Which payment methods are available?
The site notes that you can pay easily with Bit, credit cards, and digital wallets.
Where can I view all products?
You can visit the online shop and view all products here: View all products.
I’m not sure what to order. What should I do?
If you are new to Gaia’s Pantry, start with biltong or dried wors, or choose a combo to try more than one product. For more questions, contact us and we’ll be happy to help.
