Shipping Policy

 

Cut-Off Times

We ship parcels every business day and we process your orders fast.

Our cutoff time is around 3pm each weekday afternoon as parcel collections from our facility never occur at the same exact, predictable time each day. Instead, collection happen any time between 3pm and 4pm. On rare occasions it can happen a bit earlier, but generally 3pm is a reasonable cut-off period

If our collection is still pending and your order comes in after 3pm, we will most definitely try and do our best in rushing it through to have it packed and ready for collection.

We are generally able to process customer orders within 5 minutes - a proud performance benefit from running online stores for 16 years. 

Out of Stock

In the rare case we don't have enough coffee pods or capsules to cover orders, any out of stock items will be automatically scheduled for roasting and processing the next day.

How we send your parcels

All customer orders are packed into brand new cartons.

We don't use satchels because cargo gets beaten badly in transit by rough handlers.

Our method is Australia Post parcel services for all our consignments and in some parts of Australia we offer an Express Parcel service.

With 16 years and almost 1,000,000 parcels shipped, we have extensive experience for which freight providers work and those that don't.

At times, customers ask us to use certain Couriers instead of AusPost, but we have had so much bad exposure to all the courier companies we will not use them, except for specific types of Business to Business (B2B) deliveries we use StarTrack.

Couriers tend to provide a very inconsistent or patch level of performance. At time fast, other times slow and definitely have a lot more delivery incidents such as lost, stolen or damaged parcels.

Couriers lack essential infrastructure for convenient pickups from a futile delivery attempt. Last mile delivery is where around 95% of delivery incidents occur and it's this part where couriers have poor performance in residential premises.

Nobody wants to see a delivery experience fail, especially us.

Australia Post is the largest shipping provider with the broadest range of services and reach across Australia for residential deliveries and the most flexible options to cater for futile delivery attempts.

Signature Required, Authority to Leave and Delivery Instructions

All of our parcels use Signature Required set ON as default security.

We understand customers may not be home or it might be safe to leave parcels at the premises. For this reason we provide our customers with the ability to set "Authority To Leave" in the cart before proceeding to the checkout.

NOTE:- If you need to use Authority To Leave, you must check the box in the cart before entering the checkout as this feature is not available in the secure checkout. Once in the checkout, you are not able to set Authority To Leave.

By now customer are aware of how Signature Required works. This means your parcel is presented at the time of delivery and if you or someone at your premises is not present at that moment of delivery, the parcel may be returned to the local Post Office and you will need to arrange collection.

Kindly note, the practice of "carding" a futile delivery attempt has been phased out with so many people now using smartphones all notification are electronic.

Please do not rely upon the existence of a physical "card" in your letterbox informing you the parcel is waiting to be collected. We also ask our customers to avoid complaining to us if AusPost won't leave a card at your premises - we can't control or influence AusPost actions.

If you collect the parcel from Australia Post , they may ask you to identify yourself which is likely to involve appropriate ID verification. It's also important to ensure the addressee on the consignment is the same person collecting the parcel as the freight company may refuse to allow a surrogate to collect a parcel. Again, these are freight company rules, not ours.

In the case where Australia Post is delivering your parcel, Australia Post may contact you by SMS before the delivery occurs to ask you if Authority to Leave is possible for your premises. This communication is strictly between you and Australia Post.

When a parcel is instructed to leave without signature, please be aware that all security of the parcel is placed at risk. Signature required a security feature protecting both us and you.

If your parcel is lost or stolen when Authority To Leave was selected by you in the cart, we are unable to replace or claim against this loss as the user/customer removed essential security over the parcel.

In this case, you must contact Australia Post directly and request a Proof of Delivery (POD) image. Australia Post will not share this image with us as a 3rd party due to Australia Post's privacy policy - the image was taken on private property and can only be shared with the recipient.

Safe Drop

All Australia Post delivery agents are trained in assessing whether a parcel is safe to be left at a premises.

Regardless of the request for "Authority To Leave" if the delivery agent determines that it's not safe to leave the parcel as it could be seen and taken, the parcel will not be left at the premises.

Examples we have seen where this caused a lot of anger and frustration with customers - a premises with large fences and locked gates - it was not possible to leave the parcel at the front of the boundary in public view.

Under some circumstances, delivery agents will not open gates or enter closed premises as there is a risk of pets bolting out from the property via the opened gate.

There are also issues with dogs and a delivery agent may decline entering a premises where it appears there is a risk of attack.

Customers need to be fair and reasonable here and accept that if you have fences, gates, dogs and other items that might be obstacles, then you face a high risk of the parcel being left at a depot or LPO for collection.

StarTrack parcels are set for Authority to Leave as we are charge a hefty fee if the delivery attempt is futile.

Tracking Notification

Most customers these days are familiar with the tracking notification emails and SMS messages.

These messages are sent to your registered email address at various stages throughout the transit commencing with the initial notification once the parcel has been collected from our premises (dispatched).

The tracking notifications are issued by freight providers - not us.

Once your order leaves our facility we also mark your order as Dispatched or Fulfilled and generate an email notification informing you the parcel is on it's way.

All tracking of your order is performed on the freight provider's systems - not ours.

On the day of delivery, the freight provider may send you a notification that the parcel is to be delivered today and another notification indicating the parcel is onboard with a driver. Again, these notifications are sent by the freight service provider, not us.

In some cases the delivery provider may ask if it's OK to leave the parcel or if someone will be available to receive the parcel.

Transit Times

Please understand, we cannot control or influence the performance of freight companies in relation to their transit time frames.

We also cannot give you delivery arrival indicators over the phone or email as the service is entirely out of our control.

All we can do is our absolute best in lodging your parcels fast, without delay.

Every merchant and every parcel in the network experiences an equal level of performance - there are no faster services unless you selected the Express option.

During holiday periods, all freight slows. This causes frustration with recipients.

Delays also occur in what is deemed as the "peak season" from late October through to the week before Xmas. There are too many parcels in networks, things take longer to arrive. Transit times may also slow in January as delivery company staff may be on leave.

We recommend you visit the freight provider's website to learn more about transit time frames.

It is not possible to lodge a Service Request with freight provider regarding a consignment yet to be delivered if it is still within their recommended delivery time frames.

Some freight companies may revise your estimated delivery time frame once your parcel is in transit and this often happens around the peak season, Easter, School holidays, etc. We are not able to help with adjusting those arrival delays.

Loss or damage in transit

All parcels sent using Australia Post do not have transit insurance.

In the case of an Australian Post consignment, if your parcel is lost, stolen or damaged, we are unable to lodge a claim on our freight provider.

These are the terms and conditions of Australia Post eParcel Merchant Agreement.

If you are concerned about the risks associated with freight damage, you must contact us to arrange Transit Insurance prior to the parcel being sent from our Facility.

Once your order has left our premises, you cannot add insurance.

We are aware of Australia Post support centre staff incorrectly advising recipients to "go back to the sender and claim the refund". This is wrong and illegal as Australia Post support staff are able to view the parcel record in their system and see clearly it does not contain insurance.

AusPost Support Centre staff are setting the wrong expectation that a receiver is entitled to a claim or benefit when an incident occurs. This is not the case.

NO Australia Post Express Guarantees

IMPORTANT NOTE - Australia Post Express Parcels have no delivery time frame guarantees.

When Australia Post launched the Express Post service, it offered guarantee delivery time frames for many capital city destinations.

Originally, it was a letter and small documents based service that was expanded to satchels and parcels that were ordered over the counter at licensed Australia Post outlets.

The key point to understand here is that Australia Post Express Parcel guarantees are only available from the AusPost branded satchels, cartons, envelopes, etc. purchased over the counter at Australia Post retail outlets.

The delivery guarantees do not apply to merchants using Express Parcels - this is the same policy that affects all AusPost merchants.

It's a very important distinction as we continue to see customers demanding refunds for Express Parcels that did not arrive within expected time frames, e.g. next business day for capital cities.

We are aware of AusPost Support Centre agents incorrectly informing recipients of their refund entitlements - this is not available and the advice provided by AusPost support agents may be inaccurate.