Shipping policy
Parcel Collections
Our freight partners collect from our facility every available working weekday (Melbourne).
The timing of these collections vary from day to day - between 3pm and 4pm. We have no control over what time the shipping companies collect.
If your order arrives to us after the daily collections, the order is processed and made ready for collection the following business day. This means that if you place an order at say 3:40pm during a weekday, but our collection was at 3:30pm on that day, the order will be packed and processed for collection the following day.
Please understand we will always do everything possible to rush your order out the door.
How your parcel is shipped
All of our orders are packed into brand new, custom sized cartons.
We don't use satchels as everyone knows already that cargo gets beaten around badly during transit by the shipping companies.
Coffee pods/capsules are indeed delicate so they won't survive if placed in satchels, even with padding.
Our method of shipping is via Australia Post business parcel standard services - offering the most comprehensive coverage all across Australia, along with convenient features such as collection at LPO.
There is also AusPost Express Parcel services available in checkout for selection priced at additional fees shown in the checkout.
Signature Required or Authority to Leave
All parcels are sent with Signature Required by default. But you have the option to change that setting via the cart before proceeding to the checkout.
Signature Requires provides a safe track & trace security for both customers and us.
When a signature is required for a parcel at the time of delivery it will require you or someone else at your premises to sign at the moment the parcel is delivered.
If nobody is present or access is difficult (locked gate, fence, etc.) at the moment of delivery, your parcel may be returned to the local Post Office and you will need to arrange collection.
We ask our customers to please be away the practice of "carding" a futile delivery attempt (nobody home) has been gradually phased out by freight companies.
These days, a physical card has been replaced by electronic messages to your smart phone.
You should not rely upon the existence of a physical "card" in your letterbox informing you that your parcel is waiting to be collected. This is the digital age where records of parcel transit are available electronically.
A full tracking history is available at Australia Post's website, or you can log into our Store to obtain your consignment details.
If AusPost does not leave a card at your premises - this is not our fault as we are not able to control or influence a delivery agent's actions.
Where delivery of parcels to your premises consistently fail, that is a matter for you to take up with the AusPost directly, not the sender (us).
If you collect a parcel from Australia Post facility, it will require some form of identify validation such as a drivers license or some other form of ID verification.
It is important to ensure the addressee on your order is the same person collecting the parcel as AusPost may refuse to permit surrogates from collecting a parcel. These are AusPost rules and policies, not ours.
In the normal course of delivering your parcel, Australia Post may contact you by SMS before the delivery occurs to ask you if Authority to Leave is available at your premises. This communication is strictly between you and Australia Post.
When a parcel is instructed to leave without signature, you must understand that in requesting Authority To Leave or Safe Drop, all security of the parcel is placed at your (the receiver) risk.
Signature required is the only security feature protecting both us and you from parcels being lost, stolen or delivered to the wrong location. Removing that security in the checkout transfers all the liability to you as the receiver.
If a parcel has been lost, stolen or delivered to the wrong location where Authority To Leave has been requested by you (the customer) in the shopping cart at the time of ordering, we are unable to replace or submit claims against any loss where users/customers removed essential parcel security (enabling Authority To Leave - ATL).
Where a parcel has gone missing or failed to be delivered when Authority To Leave was selected in the cart, you must first contact Australia Post directly to request a Proof of Delivery (POD) image.
Australia Post do not share POD images with us as we are a 3rd party. This is Australia Post's privacy policy - the image was taken on private property and can only be shared with the parcel recipient.
Safe Drop
From 1 April 2017, Australia Post changed their default option from Authority to Leave to 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" on a consignment, if a delivery agent determines it is not safe to leave a parcel at your designated premises, e.g. it could be seen and taken, that parcel may not be left at the premises and instead taken to the nearest AusPost LPO.
Please also be aware, if your premises has large height fence and/or locked gates - delivery agents may not attempt delivery and hence it will not be possible for them to leave a parcel outside at the front of the boundary in full public view.
Under some circumstances, delivery agents may not open gates or enter closed premises as there could be a risk of pets escaping out from the property via an opened gate.
There are also ongoing issues with dogs attacking delivery agents. It's a serious problem for delivery agents.
If a delivery agent declines entering a premises where it appears there is a risk of attack. We are not responsible for delivery agent decisions.
We ask our customers to be fair and reasonable by trying to accommodate a safe, easy and successful receipt of the parcel. If you have fences, locked gates, dogs or other items that might pose as obstacles, it is your responsibility to accept the risk of a parcel being left at a depot or LPO for collection.
Delivery agents are not required or obliged to phone or contact receivers during the process of delivering a parcel. Please do not request or demand this feature, or make phoning you a condition of delivery - that's not going to happen.
Tracking Notification
Customers are familiar with tracking notification emails and SMS messages.
These messages are sent to your registered email address or mobile 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. We won't send you SMS notifications about deliveries.
Once your order leaves our facility, your order is marked as Fulfilled and generates the email notification informing you a parcel is on the way.
All tracking of your order is performed on the AusPost system - not ours. We provide only links to the AusPost system.
Please take into consideration that tracking events may require up to 4 to 6 hours before appearing in the AusPost system. That means, if you try to track an order within minutes of the parcel leaving our premises, it may not appear within the AusPost system until many hours later.
On the day of delivery, AusPost may send you a notification (either by email or SMS) to inform you a parcel is about to be delivered today. This may also be followed by another notification indicating a parcel is onboard with a driver. Again, these notifications are sent by the AusPost system, not us.
Transit Times
Senders are not able to control or influence the performance of freight companies in relation to transit times.
Senders are also unable to provide delivery arrival indicators over the phone or email as the service is entirely out of the sender's control.
You are made aware the order has shipped. It's then up to the shipping provider and you as a customer to manage a successful delivery.
We do our best to lodge your parcels fast, without any delays.
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 in the checkout.
During holiday periods, all freight slows. This causes frustration with recipients.
Delays also occur in what some "peak season" event s from mid October through to the mid December each year.
We all know parcel delays are caused by congestion in the networks and things may take longer to arrive.
Transit times may also slow in January as delivery companies are short staffed.
We recommend you visit the AusPost website to learn more about transit time frames.
In the event you parcel may be delayed during transit, it is not possible for us to lodge a Service Request with AusPost regarding a consignment yet to be delivered if that consignment is still within AusPost's recommended delivery time frames.
Often, during periods of parcel congestion, AusPost may revise your estimated delivery time frame once your parcel is in transit and inside their network. This can often happen during the peak season, Easter, School holidays, etc.
We are not able to help with adjusting those arrival delays and often AusPost will publish an ETA that is many weeks away and this causes severe anxiety to receivers. AusPost do this to "buy time" and avoid having to deal with customers calling their support centre. Often these ETA dates are purely fictional.
Loss or damage in transit
Please be aware that all parcels sent with Australia Post are not covered with any 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 AusPost.
These are the standard terms and conditions for Australia Post's 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, it is not possible to add insurance.
Insurance is $3.90 (incl.GST) per $100 of transit cover.
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.