Q1
How can I store my product?
answer
To maintain maximum shelf life on your product we recommended refrigerated storage conditions. All Kialla products are kept in a low humidity cold environment with temperature set below 11 degrees Celsius. This will also assist in the control of pests – there is no residual chemicals in our organic flours so it is susceptible to pest infestation in your pantry cupboard.
Q2
Do you supply product overseas in preference to the domestic market?
answer
All products excluding sultanas (Kialla does not have an export agreement with Government to export dried fruit) are available to both the domestic and international markets. Kialla’s policy is to maintain and increase its domestic market share first.
Q3
Why do you import product when I want to buy Australian?
answer
In extreme cases sometimes we are unable to source Australian grain. This is usually due to drought related conditions that effect volume or no harvest grain being produced. This effects our grower supplier base the most. In order to maintain and serve our existing clients needs we have to make alternate arrangements to import the end product. Kialla currently have 4 certified organic suppliers from a number of countries. Each supplier has a reputable export history and their certification agencies are listed with IFOAM (International Federation of Organic Agricultural Movement) whom our Australian certification agencies recognise for full audit traceability back to the individual grower.
Q4
How long will my order take to be packed?
answer
With the majority of domestic orders received we can dispatch within 24- 48 business hours if stock is available for order picking and transport providers pick up that same day. Please see below for more information regarding transport in the question “When will I receive my order?” Some larger volume orders including export orders require a lead time minimum of 14 business days, but this can be confirmed at time of order.
Q5
How soon until I receive my order?
answer
Transport providers used by Kialla to deliver clients orders (domestic only) are all long term suppliers with working knowledge and understanding of Kialla’s organic standards and transport requirements. Most transport companies pick up daily for delivery within 1 – 2 days and interstate deliveries within 4-5 working days. When placing your order for a first time we will recommend the most efficient mode of transport available to deliver to your area. If you nominate your own transport company we are happy to work with them on your behalf.
Q6
How do you work freight costs?
answer
Kialla only uses reputable transport operators – all of whom have serviced our clients for many years. As fuel prices have fluctuated over the last couple of years transport operators have added a ‘fuel levy’ to their base charge. This allows them to increase or decrease freight charges on a monthly basis. Our transport companies operate on a transparent system – they show us what fuel is costing them each month and adjust the levy accordingly. Because of the volumes which we send we also get very good rates with our transport operators.
Q7
What does “stabilised” mean?
answer
The rolled oats are steam stabilised by steam rolling the oat groat (kernel) at a temperature of 100-102 degrees. Any rancidity from having removed the outer oat grain husk has been stabilised for maximum shelf life and storage conditions. This produces a slightly pre-cooked but stabilised rolled oat that retains a large proportion of its original nutritional content.
Q8
What seeds can I sprout?
answer
Most of the Kialla whole grains are sproutable and are germination tested post harvest. The most popular of products we sell for sprouting are Wheat and Barley which are mostly used for juice production. Sunflower, Fenugreek and Mung Beans are the most popular for salad sprouts.
Q9
Why doesn’t my bread rise when I am home baking?
answer
When using any of the bread premixes or flours to make at home in your bread maker please remember that all of our recipes are designed around weight measurement and not cup measurement.
Q10
What does “IC” mean?
answer
Under the National Organic and Biodynamic standard a grower must be growing under organic management for a minimum of three years prior to achieving full organic status. During this time they are under In Conversion to Organic status. You can rest assured that an IC product has been produced under organic management.
Q11
What products do you have that are gluten free?
answer
Whilst we have a large range of gluten free grains we do not process these in a dedicated facility. All care and attention is taken when changing from a gluten to a non gluten grain. First of all we discard the first 50kg of the non gluten run. We then test for gluten presence (to a detection rate of 10ppm) – if there is a detectable level of gluten we discard another 50kg and re test.
Q12
What is the difference between hulled and unhulled grain?
answer
Unhulled grain contains the outer husk. Let’s use sunflower seeds as an example; the sunflower seed has a fine outer hull usually black in colour. This hull is removed to produce the inner kernel or groat. This hulled grain is therefore known as sunflower kernels.
Now let’s use oat grain as an example; the oat grain has a spikey sharp outer husk usually pale in colour. This husk is removed to produce the inner groat or kernel. This hulled grain is therefore known as oat groats.
In most cases Kialla has tried to use modern terminology to best describe its hulled products. Hulled sunflowers are known as kernels. Hulled oats are known as groats. Hulled white French millet is known as hulled millet.
Q13
Why is the product I want to order out of stock?
answer
In extreme cases Kialla cannot source or supply grain or grain product if drought related conditions were a factor during plant growth. This effects our grower suppliers most of all but is an environmental factor we cannot plan around. At the most we could be without grain until the following year’s harvest.
In the majority of cases though Kialla plans its production schedules around priority grains first. We will always strive to have sufficient stocks available in order to meet demand.
Q14
What’s the best way to place an order?
answer
Kialla has designed an easy way for clients to have their orders processed efficiently and promptly with faster dispatch times due to easy picking of orders. Please ask any of the Kialla staff to send you a copy of our easy order form.