How do I know how much the shipping cost will be?
Our software will calculate the shipping and packaging cost after you have entered your order and the address for delivery. You will be advised of your shipping costs before you are asked to commit your order or provide your credit card details. In most cases we will offer you the choice of regular, express post or express post with warm weather packaging. The price for these services will be displayed during the checkout process. Simply click on your choice of shipping method.
We reserve the right to re-quote shipping costs in the rare event that they are not calculated correctly by our merchant system. We will advise you by email or phone of any changes to shipping costs before we process your order and payment.
How is the shipping cost calculated?
Delivery costs are calculated automatically by our software. The shipping calculation takes into account:
- the weight of your order and the packaging materials and/or
- the space your order takes up, and
- the cost of the packaging materials, plus
- the distance your parcel needs to travel
- how fast you would like your parcel delivered
Crisps, in particular, are fairly light, but take up a lot of space so might cost more than the same weight in chocolate bars.
When will my order be despatched?
We despatch orders on Tuesdays and Thursdays. During the warmer months we may not despatch on Thursdays if we feel your parcel may be exposed to heat if it sits around in a delivery van or freight warehouse.
How long does it take to receive my order?
If you choose Australia Post as your shipping method, once dispatched, expect to receive your parcel within 2-5 business days. Order before 9am on Tuesday or Thursday to speed your delivery.
I’m hanging out for my delivery … can you send it sooner?
Sure. During the checkout process, choose Australia Post express shipping. This will normally ensure next day delivery from date of despatch if the parcel's destination is in the next day delivery network. Orders are usually despatched on Tuesdays and Thursdays. Order by 9am on those days for same day despatch.
The Express Post service is not available to certain regions in Australia. In this case you will only be offered regular post during checkout.
How can I reduce shipping costs?
Easily, by combining orders with your friends, workmates and family into one shipment. Costs reduce significantly per item when there is more in the parcel.
Under what circumstances do you recommend we select warm weather shipping?
If your parcel will be exposed to heat over 24 degrees Celsius we strongly recommend warm weather shipping. Warm weather shipping means your order will be packed in an insulated box with an ice pack, and will be sent by Express Post. Warm weather shipping offers you the peace of mind that if your parcel is still damaged by heat after being shipped in this way, we will replace the contents promptly. Only shipments sent with the warm weather shipping option can be guaranteed against damage of any kind. Simply select warm weather shipping during your checkout process if you wish to utilise this service.
Warm weather shipping is not available to areas where express post is not available as a next day service.
In the unlikely event that heat damage still occurs, please notify us by phone (02) 9698 3271 or email email@example.com and we will send you a claim form. Once approved, heat damaged product will be replaced promptly.
What if my order goes missing in the post or does not arrive?
Once your parcel has been despatched, you will receive an email notifying you that your parcel has left our warehouse. We regret that once your shipment has been despatched we are not responsible for missing, lost or damaged parcels.
What if my order is damaged in the post?
If you order was damaged by heat, it will be replaced free of charge if you choose warm weather shipping. Contact us for a claim form.
What is your return policy?
We will provide a refund or exchange if the products are not in a merchantable condition, or do not agree with the description given. To make a claim, please request a claim form by sending an email to firstname.lastname@example.org or phoning our office on 02 9698 3271. You will need to return the products to us so we can consider your refund. Return postage costs will be refunded if the goods are found to be faulty.
What if I am not home/in the office when my parcel is delivered?
If you or your representative cannot sign for your parcel, a card will be left in the mailbox. You will need to collect your parcel from the post office noted on the card. Many customers have their delivery sent to their workplace to ensure someone can sign for the parcel (but then you may have to share the parcel's contents with your workmates!). Alternatively, make a note in the "comments" box during checkout to say that it is OK to leave the parcel and you do not wish to sign for it.
Do you ship “across the ditch” to New Zealand and to other countries?
Currently, we will ship to New Zealand, and Singapore. Please enquire about other destinations as we are keen to hear from customers residing in other countries. Unfortunately due to insurance and US Food & Drug Administration requirements, we are unable to ship orders to USA and Canada.