FAQs | Knoxx Foods

Frequently Asked Questions

Q: What does Knoxx Foods do?

A: We are a Sydney-based B2B supplier importing and distributing premium bulk food ingredients (like tomato products, rice, coconut cream, pasta and more) across Australia. Our focus is on quality and reliable service to ready meal makers, processors and food service clients nationwide.

Q: Why should I choose Knoxx Foods as a supplier?

A: You can count on us for consistent, high-quality ingredients and support. We have over 15 years of industry experience and strict QA procedures, including HACCP and third-party audits, to ensure food safety. Plus, we offer custom solutions (like tailored specs and packaging) if mutually suitable and nationwide delivery to keep your production running smoothly.

Q: Where are your ingredients sourced from?

A: We work with trusted growers and manufacturers around the world from India, Indonesia, China and Thailand to Italy and beyond. For example, our tomato products come from leading growers in China and Italy. All imports are audited and tested to meet Australian standards, so you get global variety with local quality.

Q: What industries and clients do you serve?

A: Knoxx serves a wide range of ready meal manufacturers and food service distributors such as ready meals, sauces, soups, bakery, pet food, and more. We supply big-name manufacturers, caterers, and distributors across Australia. (In fact, over 3,000 customers in the industry trust suppliers like us for quality.) If it involves bulk food processing, we probably have you covered!

Q: Do you meet Australian food safety standards?

A: Absolutely. Food safety is core to Knoxx. We follow rigorous QA protocols, supplier audits, raw-material testing, and batch traceability, and all our facilities adhere to internationally recognized standards (like HACCP). Every ingredient we deliver complies with Australian regulations, so you can focus on production without compliance worries.

Q: Are your ingredients certified (HACCP, ISO, etc.)?

A: Yes. Our products are HACCP certified, and our processes follow strict food safety standards. While we partner with suppliers certified to various quality systems (ISO, FSSC, etc.), the key is that we only bring in ingredients that pass our quality checks. Feel free to ask about specific certifications for each product!

Q: Can you provide custom formulations or blends?

A: Definitely. Our team of food scientists and R&D chefs are on hand to develop or tweak products. Whether you need a custom spice blend, a milder puree, or a unique ingredient spec, we can collaborate with your chefs to create it. Let us know your requirements, and we’ll tailor a solution; we love a good innovation challenge!

Q: What packaging sizes are available?

A: We offer a huge range of pack sizes to suit any operation. Clients can choose anything from small trial packs to large bulk units of up to 210 kg drums. For example, tomato paste can come in a 10 kg bag-in-box up to a 220 kg drum. Let me know if you want to discuss and my sales team will be happy to assist you.

Q: Do you offer private-label or co-manufacturing?

A: Knoxx specializes in ingredients, not finished foods. However, we do support your product development by supplying ingredients and even R&D trials. For private-label sauces or ready meals, you’d partner with a co-packer and use our ingredients as the base. (Think of us as your ingredient-pantry partner!)

Q: How can I get a quote or samples?

A: Just reach out to our sales team or use the “Request a Consultation” form on our website. We’re happy to discuss your needs. If you need to sample an ingredient or see a spec sheet, let me know if you want to discuss it, and my sales team will be happy to assist you.

Q: What are your minimum order quantities (MOQs)?

A: MOQs depend on the product and packaging. Generally, we supply full pallet loads, but we understand new product trials may need less. We can often send smaller bulk packs for trials or R&D. Let me know if you want to discuss this, and my sales team will be happy to assist you.

Q: How reliable is your supply?

A: Very reliable, that’s our promise. We build relationships with manufacturing bases and maintain inventory buffers. By sourcing globally, we cover seasonal gaps (for example, we have a year-round supply of tomatoes from China and Italy). Our team constantly monitors the supply chain, and we plan to avoid disruptions.

Q: What payment terms do you offer?

A: We offer flexible B2B terms. However, it depends upon the credit check of the customer. Simply speak with our sales staff, and we’ll tailor terms that work for your business.

Q: Can I modify ingredient specifications?

A: Yes, that’s what our R&D support is for! Need a different grind size, moisture content, or specification? We can often adjust parameters in collaboration with our suppliers. Our technical team will work closely with yours to tweak the spec and run small-batch trials, ensuring the ingredients fit your recipe as perfectly as possible.

Q: What is the shelf life of your products?

A: Shelf life varies by product, but most are long-lasting. For instance, our bulk tomato paste and purées typically last up to 24 months. Dehydrated vegetables and spices also have long shelf lives at ambient temperature. We will always provide the exact shelf-life on the spec sheet for each product. (Long story short: store in a cool, dry place, and we’ll make sure it lasts!)

Q: Are your products Halal/Kosher certified?

A: We understand the importance of religious certifications. Many of our global suppliers hold Halal (and sometimes Kosher) certifications for their ingredients. If you need Halal or Kosher products, just let us know the specific items, and we can verify which ones meet the standards. We’re happy to help you find the right certified ingredients.

Q: Do you offer gluten-free or allergen-free options?

A: Yes. Many of our ingredients are naturally gluten-free (like rice, vegetables, spices). For example, our starches and spices are all-natural and gluten-free. Whenever allergies or sensitivities are a concern, we provide full allergen declarations. Just check the spec sheet or ask our QA team for details.

Q: How do you assist with compliance and documentation?

A: We fully support your compliance process. For each shipment, we provide PIF, Certificates of Analysis (CoA), HACCP certificates and other regulatory documents. All products meet Australian food standards. If your quality team needs additional info, just ask; we have it on file and can share it with you.

Q: What value does Kooka (the chatbot) add?

A: Kooka can answer quick questions about our products and services. Whether you need a rapid answer on pack sizes, product availability, or just want to browse our ingredient range, I can help guide you. And if it’s something complex, I’ll connect you with our expert team (like R&D chefs or your account manager) for the full answer.

Q: How can Knoxx Foods support product development?

A: We do more than sell ingredients; we partner with you in innovation. Our R&D chefs and food scientists can collaborate on trials, recipe adjustments, and custom formulations. Got a new idea? We can pilot small runs, tweak ingredients (e.g., flavour, viscosity, texture), and ensure smooth integration into your process. Think of us as an extension of your development team!

Q: Do you have an innovation roadmap or a new product pipeline?

A: We’re always exploring new solutions. For instance, we regularly introduce new varieties of spices, innovative starches and emerging ingredients to meet industry trends. While we don’t publish a formal roadmap, feel free to ask about any new launches; our team will share what’s coming and get feedback on what you’d like to see next.

Q: Can you assist in scaling up from R&D to production?

A: Absolutely. Once an ingredient is proven in the trial, Knoxx can support scale-up by ensuring a full production supply. We will coordinate larger orders, secure consistent lot quality, and manage logistics so your production line never stalls. If any tweaks are needed for mass production, our technical team will work with yours to make it seamless.

Q: Are there minimum contract volumes or exclusivity deals?

A: We offer contract pricing for large annual volumes. However, we also work on an order-by-order basis. If you have a big project, let’s discuss contract terms or annual requirements; we can often provide pricing breaks at certain thresholds. It’s always good to opt for annual contracts as it ensure availability and the best price possible for the product required by you. Let me know if you want to discuss this, and my sales team will be happy to assist you.

Q: Do you facilitate visits to your facilities/suppliers?

A: Due to safety reasons and HACCP requirements, we can’t allow anyone to visit our warehouse or lab. However, in case of a special need, such a request can be considered after following due process. For supplier audits, Knoxx audits and monitors them on your behalf, all our suppliers are “audited, trusted suppliers”. If you require specific certifications or have audit findings, our QA team is ready to collaborate and provide records.

Q: How do you handle food safety incidents (recalls, etc.)?

A: In the unlikely event of a recall or safety issue, we have full traceability on our products. We would notify affected customers immediately and assist with recall procedures. Prevention is our priority, so our QA checks and supplier audits are very stringent to avoid such incidents in the first place.

Q: What is your environmental or sustainability policy?

A: Knoxx is conscious of sustainability. We work to minimize waste and optimize logistics (for example, using efficient, consolidated shipping to reduce our footprint). While our core focus is on supply reliability and safety, we continuously explore greener packaging and ethical sourcing, aligning with industry best practices.

Q: Do you have an online ordering system or catalogue?

A: We’re developing an online platform for easier ordering. In the meantime, we provide digital catalogues and PDF spec lists. Orders are placed via email to our dedicated inbox. In short: it’s not quite a “click to buy” portal yet, but we’re moving in that direction to make life easier!

Q: What support do you offer during contract negotiation?

A: We’re here to make your life easier. During negotiations, our team provides detailed technical information (PIFs, shelf life, CoAs) and assistance with your internal procurement forms. You can engage with our QA, technical, or sales staff directly. We understand big decisions are team efforts, so we’ll supply whatever information you need, even design presentations or site visits, to secure your confidence.

Q: How do you stay competitive on price?

A: We combine strong supplier relationships (built over 15+ years) with efficient operations. This allows us to offer competitive pricing, especially on bulk contracts. We don’t publicly list prices, as they vary by volume and product; instead, we work with you to find cost-effective solutions (like adjusting packaging or specs). Think of us as partners in value, not just vendors.

Q: Can Knoxx handle speciality ingredients or rare items?

A: If it’s a real ingredient, we’ll try to find it! We specialize in staples (tomato, rice, starches, spices) but can often source speciality items upon request. Our global network can hunt down exotic spices, functional flours, or even custom extracts. Just ask; we love a sourcing challenge.

Q: Who can I contact for ongoing account management?

A: You’ll have a dedicated salesperson or account manager once you’re on board. Of course, Kooka and our general support are always here. But for contracts, pricing, and strategy, we’ll introduce you to the real people behind the scenes (the friendly foodies and logisticians) to ensure a smooth, long-term partnership.

Q: Can you help improve our production costs?

A: Yes. Beyond ingredients, our team can review your formulations to suggest cost optimizations. For example, we can adjust thickener levels or swap ingredients that deliver similar quality at a lower cost. We can run trials to compare effects. It’s part of our R&D support; we want your products to succeed economically!

Q: How often do you review and update ingredient specs?

A: We regularly audit supplier information and update spec sheets (especially when regulations change). We notify customers of any key changes. Always feel free to request the latest technical sheets; we keep them current for all ingredients. It’s all part of our commitment to transparency and consistency.

Q: Do you offer technical training or demos?

A: We can arrange training sessions or demos on-site or via webinar if needed. For example, we might demonstrate how to best rehydrate a dehydrated vegetable or properly incorporate a new starch. It’s an extra service; we want your team comfortable with our ingredients. Just ask, and we’ll make it happen.

Q: Are your products listed at major wholesalers or distributors?

A: Knoxx itself is a B2B importer, so we don’t sell through retail chains. However, some of our products (like tomato paste or pasta) may end up as components in products sold by food service distributors. We focus on the source side; think of us as “behind the scenes” supplying those larger brands, not as a consumer brand you’d see on a shelf.

Q: What tomato products do you offer and how can they be used?

A: We carry the full range: triple-concentrate tomato paste, diced tomatoes, crushed tomatoes, and smooth purée (passata). The paste is super-rich for sauces and stews; diced adds a chunky texture (great in pasta sauces or curries), crushed has a bit of body, and purée gives a smooth base. All are aseptically packed for quality and have a long shelf life (up to ~24 months).

Q: What does “triple-concentrate” tomato paste mean?

A: It simply means a very thick, intense paste. We offer 24–26°, 28–30°, and 36–38° Brix variants. Brix measures sugar/solids content (so higher Brix = thicker paste). In practice, the higher-degree paste gives more tomato flavour per spoonful. For soups or stews where you want maximum punch, triple concentrate is ideal.

Q: How should I pick the right Brix level for tomato paste?

A: It depends on your recipe! Lower Brix (24-26°) is great for a lighter tomato flavour (e.g., sauces that are also spicy or herby). Higher Brix (36-38°) is almost like tomato jam, great for giving deep richness to thick sauces or barbecue bases. Think of Brix as a concentration: more Brix = more tomatoes by weight. (If you’re curious, 1°Brix is about 1% sugar content, but in practice, it’s mostly tomato solids.)

Q: What rice varieties do you supply, and what are they best for?

A: We have basmati, jasmine, long-grain, Arborio, and more. Basmati (long, fragrant grains) is perfect for biryanis and curries, jasmine for Asian-style dishes, and Arborio (short, plump grains) is made for creamy risotto. All are imported from trusted growers and packed in food-grade sacks. Each has consistent moisture and texture, so your chefs get the same perfect rice every time.

Q: Can you suggest how to use Arborio vs. Basmati in recipes?

A: Sure! Arborio absorbs liquid and releases starch, giving risotto its creamy texture, so use Arborio for risotto, rice puddings, or any dish where creaminess is desired. Basmati, being less starchy and more aromatic, is best for pilafs, curries, or biryani where distinct, fluffy grains are desired. In short: Arborio for cream, Basmati for fluff. 🍚😉

Q: Do you offer 'broken rice'?

A: Yes we do offer 100% Broken White Rice under the brand name 'Koh Koh'. It comes from Thailand. It is primarily used in manufacturing of Pet Food.

Q: Tell me about your dehydrated vegetables.

A: We stock dried onion (powder, flakes, granules), cabbage, carrot flakes, green beans, and more. They’re great for saving prep time; just add them directly to soups, sauces, or mixes. They rehydrate quickly and provide consistent flavour. For example, our dehydrated onion has a long shelf life and adds sweet-savoury depth without the chopping labour.

Q: How do I rehydrate or use dehydrated onions and carrots?

A: Easy! Add them to hot liquid, and they’ll plump up in minutes. In soups or sauces, just sprinkle them in and simmer; they’ll absorb moisture and become just like fresh. For something like seasoning blends, you can powder them or use flakes as-is. Our R&D chefs say a rule-of-thumb is 1 part dried to about 3-4 parts water, but you can adjust to taste. Our R&D Chef and food scientists are there to assist you if you need help.

Q: Are your dehydrated veggies preservative-free?

A: Yes, our vegetables are 100% natural with no added preservatives. They’re just plain veggies that have been gently dried. This means you get clean labels (“dried onion, dried carrot,” etc.) on your products. If you need any certifications (e.g., non-GMO, organic), just ask; we can often source that way too.

Q: What starches do you offer and how are they used?

A: We offer native potato and tapioca starches. These are fantastic thickeners and binders. Potato starch is great for clear, glossy sauces (it thickens at low temps), while tapioca starch gives a smooth, slightly chewy texture. Chefs use them in gravies, pie fillings, meatballs, gluten-free baking, and the list goes on. And because they’re “native,” they’re pure starch (no maltodextrin or additives).

Q: How do I use potato vs. tapioca starch in recipes?

A: Potato starch swells in both cold and hot liquid, so you can mix it into cold water for gravy and then heat it without clumping. Tapioca needs a bit more heat to gel and gives a glossy sheen. As a rule, use about 10-20g of starch per litre of liquid to thicken moderately, but adjust to your desired texture. Both are gluten-free thickeners, so great for clean-label products.

Q: Do you carry native spices or speciality seasonings?

A: We do. Our catalogue includes natural spices like paprika and spice blends (plus gluten-free options). If you need something very niche (e.g., a specific herb or exotic spice), let us know; we may have it or can source it. Many chefs are surprised to learn we even import Southeast Asian and Middle Eastern spices when requested.

Q: Are your spices and seasonings clean-label?

A: Yes, our spices are 100% natural with no artificial additives. We focus on pure spices, herbs, and blends. If you’re doing a clean-label product, you’ll be happy to know our ingredients are often used in “all-natural” recipes. We can also provide organic or non-irradiated versions of some spices upon request.

Q: Can Knoxx help formulate a new recipe using your ingredients?

A: Absolutely. That’s what our R&D team is for! We can work with your chefs to test ingredients in your recipes. For example, if you want a new soup, we might try different tomato pastes or spices from our range until the flavour is spot-on. Think of us as your extended test kitchen; we love collaborating to bring your vision to life. And mind it, we don’t reveal the identity of the clients our team is working with to maintain their competitive advantage.

Q: What nutritional info do you provide?

A: Every ingredient comes with a PIF that includes nutrition, allergens, and technical details. If you need a specific dataset (calories, fat, etc.), we can quickly supply it. This way, when you formulate a recipe, you have all the macro/micro numbers for labelling and cost calculations.

Q: Are there any special organic or non-GMO options?

A: Yes, for many items, we offer certified organic lines or confirmed non-GMO options. For example, some of our spices and starches can be sourced as organic. If that’s important for your product, just let us know which ingredient, and we’ll check availability and pricing. Our goal is to fit your project’s needs, whether that’s fully organic, gluten-free, vegan, etc.

Q: How do you ensure flavour consistency batch to batch?

A: We rely on strict quality checks and standardized processes with our production bases. Every batch is tested (colour, flavour, viscosity, etc.) to match the specifications. In practice, this means your spice mix or tomato paste will taste the same every time we ship it. If there’s ever a noticeable difference, our lab catches it before it gets to you. We also conduct annual audits and inspections of our production bases to ensure consistency.

Q: Do you have suggestions for using coconut products?

A: We offer coconut milk powder and cream in bulk. Chefs use our coconut milk powder to add a creamy coconut flavour to curries, sauces, and desserts without extra water. It’s ideal for shelf-stable mixes. If you’re after coconut cream, let us know; we can source shelf-stable creams or extracts too. Our R&D team can share typical usage levels for coconut milk powder (usually around 5-10% of the formula, depending on the richness needed).

Q: Can we do trials or pilots of new formulations?

A: Yes! We encourage it. We can provide pilot-scale quantities (in the 10-50 kg range) of almost any product in our line. If you need smaller sample sizes to test at home before you commit, we do that too. Our trials lab can help analyze how the ingredient behaves and advise on any necessary processing steps. We’re here to help you nail the formulation before full-scale production.

Q: Do you offer recipe ideas or inspiration?

A: While we don’t have a public recipe blog, we often share ideas during consultations. For example, we might suggest a fresh pesto twist using our Italian durum pasta or a hearty soup with extra carrots and onions from our dehydrated range. Kooka can give simple tips (like how to enhance a curry with a certain spice), and for more in-depth creativity, our chefs can brainstorm with you directly.

Q: What’s the difference between fresh and dehydrated onion?

A: Dehydrated onion is much lighter and shelf-stable compared to fresh. You gain convenience and consistent flavour. It’s great for sauces and mixes where you need an onion taste without extra moisture. If a recipe needs the brightness of fresh onion, you might compensate by adding a touch of acid (like vinegar). Our team can advise how to balance that when substituting dried for fresh. Practically or broadly, dehydrated onions can easily replace fresh onions.

Q: Are your ingredients suitable for ethnic or fusion cuisines?

A: Definitely! We have staples that cross many cuisines (tomatoes for Mediterranean/Italian, basmati and spices for Indian/Middle Eastern, coconut for Asian, etc.). Our range is broad, so whether you’re creating a gluten-free fusion taco or an Asian curry, we likely have a suitable product. If you mention the cuisine, we can recommend the best fit from our catalogue. 🌎✨

Q: How do your products fit with health trends (e.g., low-sodium, clean label)?

A: Many Knoxx ingredients support health and clean-label trends. Our spices are additive-free, and our starches and purees are simple, single-ingredient. For low-sodium needs, we can help you reformulate, for instance, using umami-rich tomato paste or onion powder to boost flavour so you can cut the salt. Our R&D chefs specialize in that kind of tweaking!

Q: Do you have any new or limited-edition ingredients?

A: From time to time, we bring in special batches (for example, heirloom rice varieties or regional spice blends). These aren’t on the website, so your best bet is to ask your sales rep or Kooka if anything cool is around. If there’s demand, we might do a small import run and give you a heads-up.

Q: What support can I get for allergen management?

A: All our products come with full allergen declarations. We also control cross-contact risks; for example, our bulk spices are processed in allergen-free facilities or dedicated lines when needed. If you’re developing an allergen-free product (e.g., nut-free), tell us your constraints, and we’ll help you pick the right ingredients (like using coconut or sunflower seed powders instead of nuts, etc.).

Q: How long do your cooked products last?

A: (Even though we don’t sell finished foods, we often get asked this by curious chefs.) Shelf life depends on the recipe, but as a rule: foods made with our low-acid ingredients (like low-acid sauces) need refrigeration or freezing. However, using our shelf-stable bases (like tomato paste), many shelf-stable sauces can last 1-2 years if canned properly. Always follow standard canning or preserving guidelines for safety.

Q: Can you tell me about your pasta products?

A: Yes, we import Italian durum wheat pasta in bulk shapes (penne, tortellini, elbows, etc.). These cook al dente and have a great texture. Bulk pasta is especially handy for meal kits and ready meals. Just like any pasta, use ~100 g per litre of boiling water and cook to al dente. Since it’s Italian pasta, you get a premium bite.

Q: Any tips for cooking with bulk pasta?

A: Store it in a cool, dry pantry. When cooking in large batches, pasta ratios and times are just like home cooking: heat plenty of water, add a bit of oil to keep strands separate, then cook uncovered until just firm (it will firm up a bit more when cooled or sauced). Bulk pasta holds its texture well, so it’s great for batch cooking in catering or meal factories.

Q: Do you have any gluten-free ingredients?

A: We don’t have a full gluten-free pasta line, but many of our ingredients are inherently gluten-free (rice, corn pasta if we source it, potato/tapioca starch, dried veggies, spices, etc.). If your product must be gluten-free, we’ll focus on those natural options and ensure no cross-contamination. Just flag “gluten-free” with your inquiry, and we’ll guide you to the right products.

Q: Can I get specification sheets or MSDS for your products?

A: Absolutely. For any product on our list, we have comprehensive tech data sheets (with nutrition, quality specs, etc.), also known as PIF. Just name the product, and we’ll email over the files. We keep these up-to-date to help with your R&D documentation and safety reviews.

Q: What if I need help from your R&D chefs directly?

A: Great! We encourage direct collaboration. If you have a really specific technical challenge (like reformulating a recipe or troubleshooting texture), we’ll connect you with our R&D team. They can jump on a call, visit your site, or lead a trial. If Kooka (that's me) thinks your question is complex, I'll automatically mention our R&D experts for backup.

Q: How do I stay informed about your latest products?

A: We periodically send emails to inform our customer base. However, you can also call us at 1800 899 945 or email us at sales@knoxxfoods.com if you have any specific inquiries. We will ensure you get a prompt reply. You can keep an eye on our website news section (we sometimes post about new ingredients and how to use them) or come and say hello to Kooka. She will have all the answers.

Q: Can I buy your ingredients at a grocery store?

A: Not directly. We specialize in supplying businesses, so you won’t find our bulk ingredients in retail. But, fun fact: some of the sauces or meals at your supermarket probably use ingredients that started their journey with Knoxx! So indirectly, yes, our ingredients do reach your home, just through another brand’s product.

Q: How do I place an order with Knoxx Foods?

A: Simply contact our sales team via email or phone with your product, quantity, and delivery details. Our salesperson will be in touch with you to ensure your journey is smooth with Knoxx.

Q: Do you offer volume discounts?

A: Yes, we offer competitive pricing that improves with volume. In practice, we often set negotiated prices for annual contracts or big yearly volumes to give you predictability. So it is best to get in touch with our sales team, and the sales rep will ensure you get the best possible deal.

Q: What is the minimum order quantity (MOQ)?

A: Normally, our MOQ is a full pallet load. However, during the testing or R&D phase, we do permit mixed pallets. It will be best to get in touch with our Sales team, and they will ensure your specific requirements are resolved as best as possible.

Q: How are your products packaged?

A: We have industrial packaging in bulk formats. For example, tomato paste comes in 10 kg aseptic bag-in-box to 210 kg drums, and rice in 10-20 kg food-grade sacks. Spices often arrive in 15 to 25 kg bags or cartons.

Q: Can you tailor the packaging to our needs?

A: Absolutely. Many clients need non-standard pack sizes or specific materials. As mentioned, we can offer anything from 10 kg bags up to 210 kg drums. Please get in touch with our sales team, and they will ensure your aspirations are met.

Q: What are your shipping and delivery options?

A: We ship nationwide across Australia. For domestic orders, we use reliable freight partners (road or rail) to deliver to your dock. For imports, goods usually arrive by sea (with standard import lead times). If you need urgent restocking, we can sometimes air-freight smaller orders. We also ensure proper insurance on shipments. In short: we handle the logistics end-to-end to meet your delivery schedule.

Q: Can I track my shipment?

A: Our operations team keeps customers informed about your delivery status. However, we are making arrangements so that you can track the shipments live by yourself.

Q: What is your lead time from order to delivery?

A: Lead time depends on the product and quantity of in-stock items to be imported. Your best option would be to get in touch with our sales team, and they will give you a clearer idea.

Q: How do you handle import compliance and duties?

A: We manage all import formalities. Knoxx ensures products clear Australian customs and comply with biosecurity requirements. We price shipments either including or excluding duties (depending on the agreement), but rest assured, we only import legally approved food ingredients. You won’t have to worry about red tape; that’s our job. However, in case the customer wants goods from overseas on a FOB or CIF basis, that can also be discussed with the sales team.

Q: Are all products HACCP-approved and documented?

A: Yes, all our ingredients come with the necessary certificates. You can get our HACCP certification, any relevant ISO or FSSC docs for the product, and CoAs for each lot. These documents accompany the shipment (digital or hard copy), satisfying most audit requirements. We’re happy to liaise with your QA team as needed.

Q: How do you support our quality audits?

A: We support you fully. We can provide our QA protocols, and third-party audit reports, and even arrange joint audits if needed. Our quality team will work with you to review procedures. Since we source from audited suppliers and test everything, our records are thorough, so your auditors can see our compliance trail (like supplier audit results and batch test reports).

Q: What if a product doesn’t meet the spec on arrival?

A: This is rare, but if it happens, we have a claims process. First, hold the batch and document the issue. Then contact our QA team with details; we’ll investigate immediately. If the product is indeed out-of-spec (which is unlikely due to our QA checks), we’ll arrange a replacement or credit per our agreement. Customer satisfaction is our priority.

Q: How do you ensure traceability?

A: Every batch is fully traceable from origin to delivery. We assign lot numbers and keep records of which farm/processor each ingredient came from. On dispatch, we maintain the chain of custody (via CoAs and shipping docs). If you ever need to trace an ingredient back to its source, we have the chain of ownership document.

Q: Can you integrate with our procurement system (EDI)?

A: We’re in the process of enabling digital tools. Currently, orders can be placed by email, and we can send invoices electronically. For high-volume customers, we’re open to EDI or portal integration discussions. Let us know your system; we’ll see how best to connect for smooth ordering and billing.

Q: What are your lead times for regular restocks?

A: If an item is in our Aussie inventory (like popular ones), restocking is quick—almost instantly. For seasonal or imported items, we recommend ordering several weeks in advance. We encourage setting up a supply plan: for example, order every quarter for key items to ensure no gaps. We’ll work with your forecast to advise ideal reorder points.

Q: Do you provide price lists or catalogues?

A: We maintain a product catalogue (mostly digital), but prices are quoted per product since raw material costs fluctuate. We’ll provide a current price quote whenever you ask. For ongoing relationships, we can offer fixed pricing contracts for a period. While we don’t list public prices, we are transparent in our quotes so you see exactly what you’re paying for each product.

Q: How do we open an account with Knoxx Foods?

A: Getting set up is easy. Simply send us your business details (company name, address, ABN, etc.) and banking info. We will send you the Account Opening forms. After we conduct a trade reference check and agree on payment terms, your account will be activated. Once your account is live, you can place orders quickly without any lengthy red tape. Our goal is to onboard you smoothly and start supplying your business without any headaches.

Q: What happens if an item goes out of stock?

A: We do our best to prevent this through planning and multiple suppliers. If something does become temporarily unavailable, we’ll notify you as soon as possible and suggest alternatives (maybe a similar ingredient or an alternate size). Often, a small recipe tweak can use a comparable product. Plus, our R&D team can help fast-track the development of a substitute if needed.

Q: Do you have a returns policy?

A: Since ingredients are perishable goods, we generally don’t accept returns unless there is a quality issue on our side. If you receive damage or find a defect, we handle it case-by-case (usually replacement or credit). In normal circumstances, sales are final once shipped (again, we focus on prevention through our quality control).

Q: Can I cancel or change an order?

A: Yes, if it’s before production or shipment, especially with stock coming from overseas against a purchase order issued or commitment by the customers. Once ingredients are processed or en route, it’s difficult to change. Please notify us as early as possible if quantities or specifications need adjustment; we’ll do our best, as long as we haven’t already booked or produced your order. Open communication helps avoid last-minute changes.

Q: How do you ensure product freshness?

A: All products are shipped fresh and inspected before leaving our warehouse. We check expiration/sell-by dates to ensure you have a maximum shelf life on arrival. For example, our tomato paste often has 18-24 months remaining when it ships. We also recommend “First IN, First Out” (FIFO) practices when using our stocks to keep your kitchen fresh.

Q: What packaging materials do you use?

A: We use food-grade industrial packaging. Our tomatoes and sauces are in aseptic bags and cans, starches and powders in bags, and spices in multi-layer kraft or foil bags inside boxes. All materials meet food safety regulations. If you have specific packaging material requests (e.g., all-poly lining), we can often accommodate those too.

Q: How do you handle storage and warehousing?

A: Knoxx maintains climate-controlled warehousing for sensitive items (like spice powders or pastes) and dry storage for bulk staples. We manage stock rotation to ensure the oldest stock goes out first. If you require bonded or quarantine storage (for your own needs), let us know; we have options. In general, leave the storage to us; we’ll keep everything in top condition.

Q: What documentation comes with each shipment?

A: Every consignment from overseas includes packing lists, CoAs, certificates of analysis, and any requested certificates (e.g., organic, Halal). We can also provide a Certificate of Origin if needed. This documentation travels with the cargo so that your receiving team has everything needed for verification and compliance.

Q: Are your prices in AUD and GST inclusive?

A: We quote prices in AUD plus GST if applicable.

Q: Can you drop-ship to multiple locations?

A: Yes. If you have multiple manufacturing or distribution sites, we can coordinate shipments accordingly.

Q: What sustainability practices do you follow?

A: We’re steadily improving our environmental impact. For example, we optimise shipments to reduce space (thus fuel) and recycle packaging materials where possible. We also pursue suppliers who farm responsibly. While our main mission is quality and service, sustainability is part of that mix, a hot topic for many of our customers.

Q: How do you handle price increases?

A: Commodity prices (like rice, onions, ginger, etc.) can fluctuate globally. We strive to lock in pricing with suppliers, but sometimes costs rise. If a price increase is needed, we provide advance notice and justification. For contractual customers, we often cap increases to pre-agreed formulas or periods. We know stability is important, so we give you as much heads-up as possible.

Q: Who do I contact if I have an issue with my order or invoice?

A: Your first point of contact is your account manager. They’ll either resolve it or escalate it to the right person. For example, our logistics manager handles shipping issues, and our finance team handles invoices. We pride ourselves on quick problem-solving; just tell us the issue, and we’ll get it sorted.

Q: How do you ensure batch-to-batch consistency?

A: Every lot is checked against the specifications (this includes checking Brix for tomato paste, moisture for rice, colour/flavour for spices, etc.). We use calibrated equipment and trained QC staff for this. If an ingredient batch is slightly off, we either adjust it (e.g., blending lots) or reject it. This way, you get the same reliable product each time.

Q: Can we schedule regular shipments (standing orders)?

A: Absolutely. Many customers set up a regular delivery schedule (e.g., monthly or quarterly). We can forecast with you and lock in slots. This makes production planning easier for both sides. Standing orders also help us keep stock dedicated to you and sometimes even secure better pricing from suppliers.

Q: Is there a loyalty or referral program?

A: We appreciate long-term partnerships, but don’t have a formal program. Instead, we reward loyalty through service and pricing (e.g., frequent buyers often have negotiable terms or credits). Referring another company doesn’t get us a legal kickback, but it does build goodwill, and we’ll gladly extend our thanks and best service to any friend of yours!

Q: Who is Kooka?

A: Kooka is a chatbot and ingredient guru! She was named after the kookaburra (the laughing Australian bird). She likes to bring a smile while she helps answer your questions. Think of Kooka as your friendly guide to understanding what Knoxx Foods does.

Q: What does Knoxx Foods do (and do they sell groceries)?

A: Knoxx Foods is an Australian company that supplies ingredients in bulk to food manufacturers and chefs. We don’t sell retail groceries; instead, we sell large quantities to companies that then make the foods you buy in stores. So, if you’re looking to make a 1,000-litre soup factory-style, we’ve got your ingredients!

Q: Are your products vegan or vegetarian?

A: Yes! Most of what we sell is plant-based; think tomatoes, rice, veggies, spices, starches, and pasta, many of which are inherently vegan/vegetarian. We do not deal in meat or dairy ingredients. So if you’re cooking up something veggie, odds are our ingredients will fit the bill. 🌱✨

Q: Where is Knoxx Foods located?

A: We’re based in Sydney, Australia. But our work (and ingredients) can travel all over, across Australia and even back to markets overseas! Right now, I can chat with you from our “digital office” online.

Q: What is the meaning behind the name “Knoxx”?

A: Knoxx is just our brand name; it comes from a city called Knox in Victoria, Australia. It doesn’t have a hidden meaning like “double X marks the spot.” (Though it does look cool with the twin X’s, doesn’t it?) We chose Knoxx to stand out as a modern, strong-sounding name reflecting an Australian company that’s serious about food supply.

Q: Why the double ‘x’ in Knoxx?

A: Haha, we get asked that a lot! Think of the XX as a salute to extra quality, double ‘X’ for double excellence. In reality, it’s a branding choice to sound distinctive and memorable.

Q: Can I buy your products for my home kitchen?

A: Not directly, no. We’re B2B (business-to-business), which means we sell in very large quantities for food production. If you’re a home cook, you’d have better luck buying products made by the manufacturers we supply (for example, a jar of pasta sauce or a bag of rice at the supermarket). We handle the ingredient side of the journey, not the retail side.

Q: Who started Knoxx Foods, and how old is the company?

A: Knoxx Foods has grown over 10+ years in the industry. It was founded as part of the Knoxx Business Group to import quality ingredients for Aussie businesses. So, we’ve been around long enough to know our stuff, but we keep things fresh and innovative. (We’d have to check with our founders for a birthday party date!)

Q: Why is the chatbot named after a kookaburra?

A: The kookaburra is a cheeky Aussie bird known for its laugh. We wanted Kooka to be friendly and helpful, kind of like a guide who might crack a joke or two! So Kooka’s avatar (and name) is inspired by that bird, to represent our Aussie roots and friendly vibe.

Q: Can I ask Kooka anything fun, like jokes?

A: Sure thing! I do know a few food jokes. For example, “Why did the tomato turn red? Because it saw the salad dressing!” Got more random questions? I’ll try my best; just remember I’m here to talk food and ingredients first.

Q: Are your ingredients organic or non-GMO?

A: That depends on the product. If an ingredient is organic or specially certified, we’ll say so on the label. For general questions, our items come from farms that meet food safety standards. Please get in touch with our QA department if you have any specific product in mind.

Q: Do you have any products I would recognise in stores?

A: While our brand isn’t on store shelves, we supply ingredients to major food producers. So, some pasta, soup, sauce, or snack you love may start as a Knoxx ingredient. We keep that on the down-low (company secrets and all), but yes, a big family of foods out there has a dash of Knoxx inside.

Q: What’s a fun fact about one of your ingredients?

A: How about tomatoes? Did you know that our triple-concentrated tomato paste is 3 tomatoes’ worth of flavour squeezed into one? It’s like tomato superpowers in a can! 🍅💪 Or rice: the fancy Arborio rice we import sticks together to make creamy risotto; that’s because of its extra starch. Rice can be pretty neat, right?

Q: Can I talk to a real person, not a bot?

A: Of course! Kooka is great for quick info, but if you need detailed help, we have a team of food pros. You can contact Knoxx Foods via email or phone from our website, and you’ll reach a real human (like a sales rep or food scientist) who can chat with you. We like to keep things personal.

Q: What does Kooka like to “eat”?

A: Haha, as a chatbot, I don’t eat at all, but if I did, I think I’d love a mix of our ingredients, like a spicy tomato curry with rice and veggies. Or maybe a pasta Alfredo with extra garlic from our pantry. Whatever’s made with Knoxx stuff, right?

Q: Why don’t you have retail stores?

A: We prefer to specialise in bulk ingredients so we can serve manufacturers effectively. Running retail stores would be a whole different business model (and it’d be a lot of tiny orders instead of a few big ones!). So we stay focused on being the behind-the-scenes supplier. But we think that’s kind of cool too, being the little guys powering your big pantry items.

Q: Are you involved in any community or charity events?

A: We love giving back, even if Kooka can’t physically be there. Knoxx has participated in food drives and sponsored industry events. (For example, lots of food companies work with Foodbank and other charities.) If you’re part of a good cause in food, let us know; maybe we can help with ingredients or sponsorship.

Q: Can I visit Knoxx Foods’ office?

A: We welcome visitors to our offices or warehouse for serious business talks. However, because of liability and HACCP requirements, we ask that you arrange visits in advance by contacting our team. Kooka will give you the info to call or email us, and we can set it up!

Q: Any tips for cooking with dried ingredients?

A: Sure, dried veggies are awesome for convenience. For instance, add a handful of dried carrots or onions directly into soups or sauces; they’ll hydrate and add flavour. And dried garlic or chilli can be sprinkled in while cooking to release flavour. A little tip: store dried goods in airtight containers to keep them from clumping (they can absorb moisture from the air). Other than that, just treat them like spices; a little goes a long way.

Q: What does HACCP mean?

A: It stands for “Hazard Analysis and Critical Control Points,” a big system to keep food safe. When I say our ingredients are HACCP-certified, it means we follow strict processes so that the ingredients have no microbial or safety issues. You won’t get food poisoning from our stuff (pinky promise)!

Q: Does Kooka have a favourite ingredient?

A: If I had taste buds, I might say garlic or ginger because they make everything yummy. But I’m just a bot, so I love all ingredients equally! I’m more excited to see how THEY shine in your cooking.

Q: Can you explain an ingredient in simple terms?

A: Sure! Pick one, and ask away. For example: “What’s tapioca starch?” I’d say: it’s a fine powder from cassava roots, used to thicken sauces; it’s flavourless but makes things nice and silky. Or, “What’s in tomato paste?” Just cooked, concentrated tomatoes. I’ll keep it simple and fun!

Q: How do I pronounce Knoxx?

A: It’s just like “knocks” (like the knocking sound), but with a crisp ‘x’ sound at the end. Kooka thinks “No-ks” is pretty easy to remember; no silent X’s here!

Q: Are any of your ingredients Australian-grown?

A: Mostly not. We deal only in those products that are not grown in Australia or are not processed here. However, Australia, being a multicultural country, people do need products beyond Australia.

Q: What’s Knoxx Foods’ most popular product?

A: That’s like asking a baker what the most popular cake is! But tomato products and rice are big sellers since they’re used in so many meals. Also, dried onions are a cupboard staple. If it’s a common ingredient in your kitchen, Knoxx probably sells it in bulk.

Q: What’s a funny cooking tip?

A: Alright, here’s one: “If you burn your dinner, just chuck it in the bin and order takeout!” Okay, maybe not the most helpful tip, but humour aside, one real tip is to laugh at cooking mishaps. Even the best chefs have flops sometimes; it’s all part of the learning. And remember: a bit of extra spice never hurt.

Q: Can Kooka tell me a secret ingredient?

A: Shh... I do have a secret: if a recipe calls for cream, try using coconut milk powder (one of our products) with a little extra water; you’ll get a creamy texture with a hint of coconut flavour. That often works as a vegan-friendly substitute! But promise not to tell anyone.

Q: Are your products suitable for kids or baby food?

A: Formulations for babies often require extra care (low salt, super fine puree). We can provide mild, baby-grade spices or recommend techniques, but final baby food recipes should follow pediatric guidelines. In general, our natural ingredients fit into wholesome recipes.

Q: How can I give feedback about Kooka?

A: We’d love it! You can send feedback to our team via the website’s contact form or email. (Just mention “Kooka” in your message.) We read all comments; after all, Kooka wants to learn and improve, too! Your suggestions or any corrections help me become the perfect chatbot chef-helper.