Shipping & Returns

Orders placed before 7am weekdays are being despatched daily except on the following Australian public holidays in 2025:

# Australia Day - Monday 27 January, 2025
# Good Friday - Friday 18 April, 2025
# Easter Monday - Monday 21 April, 2025
# ANZAC Day - Friday 25 April, 2025
# King's Birthday - Monday 9 June, 2025
# Labour Day - Monday 6 October, 2025
# Xmas 2025 and New Year 2026 - closed between Wednesday 17 December, 2025 to Monday 5 January, 2026
  If you require your order in a hurry, please write 'URGENT' in the Comments/Special Instructions area of your order during checkout.. You can also contact us by email or phone as soon as possible after placing your order to give us enough time to mark your parcel 'URGENT' before we despatch your order.

After your order has been despatched, please refer to the transit email that is sent to you when your order is despatched for freight company contact information and tracking number/s. If the transit email advises that your order is being delivered to you by Aramex Australia, we have found that placing a quick call to the relevant local driver has proven to be a wildly successful way to expedite your delivery.

We do our best to despatch all parcels as soon as we can. If your order excludes Pre-Order products and you have missed the deadline by even an hour or so, we will still attempt to fulfil and despatch your order right away so it is included in the next courier delivery cycle. Fast order turnarounds are our norm.

Note that our locations operate within the Sydney, Australia time zone which is either AEST Australian Eastern Standard Time (GMT+10:00 hours) or AEDT Australian Eastern Daylight Time (GMT+11:00 hours) depending on the time of year.

More information is available in the Estimated Transit Times section below.

Where a quantity of available stock is quoted for a product, this display indicates the number of units available for immediate shipment. Products you add to your shopping cart are only available for sale until they are purchased by you or another customer by confirming the checkout process.

If you require more units of any product than is currently available, please contact us with your desired quantity and we will provide you with our latest supplier order status and can also alert you when sufficient additional stock becomes available so you can successfully place and pay for your order securely online.

If a product is temporarily out of stock, you can return when the product is expected to arrive back in stock as per the expected date noted in the bullet point summary information (if shown). Alternatively, or for large quantities, please contact us with your desired quantity so we can ensure your order can be fulfilled and alert you when sufficient stock becomes available so you can successfully place and pay for your order securely online.

See OBG Events Calendar for latest pre-order cutoff dates and times.

To ensure maximum freshness, orders that include Pre-Order Products are normally despatched weekly each Tuesday. Note that during public holiday periods, the deadline will be the previous business day to that indicated and/or the despatch day will be on the next business day following the day indicated i.e. a Tuesday despatch day would become a Wednesday despatch if Tuesday is a public holiday.

The following three product categories contain Pre-Order products, though from time to time due to spikes in demand or tight supply, products in other categories may require pre-ordering - individual product pages for more information.

Eggs:
 

• All fresh eggs are pre-order products however if we have any eggs left in stock from the previous week we always despatch immediately (let us know if this is inconvenient and we can hold your order for despatch on a more suitable day). We receive all eggs that are pre-ordered before Wednesday 6pm Sydney time once a week on the following Tuesday. We despatch all orders containing pre-ordered eggs on Tuesday mornings.
   

Bread - Loaves:
 

• Bill's Organic Health Bakery bread loaves are pre-order products as the organic sourdough baking process takes a few days and all loaves are made-to-order. We receive all loaves that are pre-ordered before Wednesday 6pm Sydney time once a week by the following Tuesday. We despatch all orders containing pre-ordered bread loaves on Tuesday mornings.

Bread - Wraps & Pizza Bases:
 

• All Old Time Bakery wraps and pizza bases are pre-order products that are baked by and despatched once a week on Tuesday mornings. Place your order before Wednesday 6pm Sydney time each week.

If you included a mix of several pre-order products in the same order, we will hold and depatch your order in its entirety when all your pre-ordered products have arrived in-store.

Please remember to email us a Bank Transfer/EFT receipt immediately after placing and paying for your order if you choose to pay with a manual funds transfer from a bank or financial institution. This step is not required if you pay for your order instantly during checkout by credit card or with PayPal (Direct/Auto Login), or if you send us your order total manually using PayPal (Send Money) and the payment clears before the above pre-ordering deadlines.

NOTE: All orders containing perishable products will be left with an implied Authority To Leave granted by the customer if the premises are unattended. Note that if left, insurance does not apply.

Please refer to the Unattended Address for Delivery (Authority To Leave) and the Delivery Failure sections for more information.

Our locations operate within the Sydney, Australia time zone which is either AEST Australian Eastern Standard Time (GMT+10:00 hours) or AEDT Australian Eastern Daylight Time (GMT+11:00 hours) depending on the time of year.

We make every effort to ensure that you receive your order at the delivery address you provide at checkout. There may be factors beyond our control such as industrial action, adverse extreme weather conditions, limited freight carrier services during public holiday periods and backlogs during peak times that may delay your shipment. Please place and pay for your order in advance as far as possible to minimise the impact of any potential delays.

If your order is returned to us due to an incorrectly provided delivery address, acceptance refusal of your order or where your order has remained unclaimed from a freight carrier's depot or post office after the freight carrier has notified you within a reasonable time frame, a $12.95 re-delivery fee will need to be charged in addition to the full cost charged by the freight carrier to resend the order.

We ship parcels to the following 3 general geographical areas:
 

• 1. Suburbs of Sydney region, Australia

FREE shipping (orders over $55, unlimited weight) - to street addresses in over 660 suburbs around the Sydney region that includes city and Bondi coastline up to Palm Beach, across to Berowra, Richmond, Emu Plains, down to Campbelltown, Heathcote, Port Hacking and Cronulla. Flat rate $9.95 for orders under $55. .
Click/tap here to check if your suburb and postcode appear on our list of over 660 Sydney region suburbs in our FREE shipping area.

Deliveries to suburbs in the Sydney region enjoy the following benefits:

• Fast (see Estimated Transit Times below)
• Insured (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Signature on Delivery (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Online Tracking (see Order Tracking below)

Sydney region deliveries are still FREE (orders over $55) and despatched same-day (if ordered before 7am Sydney time) and mostly delivered 1-3 business days after despatch (possibly further delayed when courier volumes are higher during holiday and disaster periods).

All orders for delivery to Sydney region suburbs are depatched same day if the order contains only products that do not need to be pre-ordered (i.e. fresh breads, eggs, wraps and pizza bases) and the order is received and fully paid before 7am Sydney time on any business day (not weekends or public holidays).

Next business day delivery currently applies and your order will be prioritised for delivery between 8am and 5pm the next business day. Shipping carriers indicate that, most deliveries to Sydney region suburbs take 1 to 2 days (possibly further delayed when courier volumes are higher during holiday and disaster periods).

See Estimated Transit Times and Where Is My Order for more information.

Our locations operate within the Sydney, Australia time zone which is either AEST Australian Eastern Standard Time (GMT+10:00 hours) or AEDT Australian Eastern Daylight Time (GMT+11:00 hours) depending on the time of year.

My order is going to a Sydney region suburb, why is my shipping not FREE?

To access FREE shipping for your order, check that the order value is over $55, and check that the delivery address suburb and postcode of your order exactly matches a valid suburb and postcode on our list of suburbs.

If the destination suburb DOES appear on our list of over 660 Sydney region suburbs (click/tap here to confirm) then check the following:

• is the total order products value over $55? (choose additional products to add to your cart to reach $55)


• is the spelling of the suburb correct? (avoid abbreviations and check for typing errors or misspellings - click/tap here to confirm)

• is the postcode valid for your suburb? (sometimes postcodes do not exactly match with perceived suburb boundaries)

• did you put 'SYDNEY' as the suburb? (only postcode 2000 is valid for the 'downtown' Sydney city CBD area which is a suburb in itself known as 'SYDNEY' - all other suburbs in our FREE shipping area around the Sydney region with postcodes different to 2000 will have different suburb names and DO NOT require you to put the word 'SYDNEY' anywhere in the delivery address)

• if a shipping charge still appears after making changes to your delivery address, don't worry too much, you can choose to continue through checkout and we will identify the problem and automatically refund any invalid shipping charge when we process your order. Feel free to make a note in the order comments during checkout or contact us to provide us with an additional alert. If you would feel more comfortable with having us resolve the mismatch with you prior to completing your order, please contact us and we will action any change required to ensure that the correct shipping charge is applied to your order.

If the destination suburb DOES NOTappear on our list of over 660 Sydney region suburbs (click/tap here to confirm), it is likely that:

• the suburb is a brand new suburb in the Sydney region area (please contact us so that we can confirm and add it to our list); or
• the suburb is physically located outside the FREE shipping area. It is unfortunate that a 'line must be drawn' somewhere and that line has been determined using the Aramex Australia 'local' zone). We have been very pro-active with Aramex Australia to get them to include more suburbs into their 'local' zone. Our staff are credited with the inclusion of Palm Beach, Cranebrook, parts of Richmond and other fringe areas into this zone and we will continue to push for more on our customer's behalf when we hear about them..

TIP: If the destination suburb is outside the FREE shipping area, you are welcome to change the delivery address for the order to the address of a friend, relative or a familiar business that lies within the FREE shipping area then collect your order from that location when it arrives. Please ensure that the occupant of the premises at the alternative location is aware of the delivery and will be available to sign unless the premises will be unattended and an Authority To Leave has been provided. Please note that any order containing perishable products will be left at the premises with an implied Authority To Leave granted by the customer.

• 2. Other areas around Australia ('National')

AusPost national rates (discounted) to any address around Australia (beyond these suburbs of Sydney region). Flat rate $9.95 for orders under 250g ($12.95 with Express Post).

Click/tap here to check product exclusions and maximum shipping quantity limits that apply to these orders.

Deliveries to these addresses enjoy the following benefits:

• Fast (see Estimated Transit Times below)
• Insured (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Signature on Delivery (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Online Tracking (see Order Tracking below)

If your delivery suburb is located near a capital city, advice from shipping companies indicates that including 2 suburbs in the shipping address label may delay delivery and confuse the drivers. To avoid this possibility, please ensure that you only put the postcode and suburb of the delivery suburb and DO NOT include the nearest capital city unless your delivery postcode is 3000, 4000, 5000, 6000, 7000 or 0800:

• only postcode 3000 is valid for the 'downtown' Melbourne city CBD area which is a suburb in itself known as 'MELBOURNE'. Other suburbs in the greater Melbourne area with postcodes different to 3000 will have different suburb names and do not require you to put the word 'MELBOURNE' anywhere in the delivery address;

• only postcode 4000 is valid for the 'downtown' Brisbane city CBD area which is a suburb in itself known as 'BRISBANE'.
  Other suburbs in the greater Brisbane area with postcodes different to 4000 will have different suburb names and do not require you to put the word 'BRISBANE' anywhere in the delivery address;

• only postcode 5000 is valid for the 'downtown' Adelaide city CBD area which is a suburb in itself known as 'ADELAIDE'.
  Other suburbs in the greater Adelaide area with postcodes different to 5000 will have different suburb names and do not require you to put the word 'ADELAIDE' anywhere in the delivery address;

• only postcode 6000 is valid for the 'downtown' Perth city CBD area which is a suburb in itself known as 'PERTH'.
  Other suburbs in the greater Perth area with postcodes different to 6000 will have different suburb names and do not require you to put the word 'PERTH' anywhere in the delivery address;

• only postcode 7000 is valid for the 'downtown' Hobart city CBD area which is a suburb in itself known as 'HOBART'.
  Other suburbs in the greater Hobart area with postcodes different to 7000 will have different suburb names and do not require you to put the word 'HOBART' anywhere in the delivery address;

• only postcode 0800 is valid for the 'downtown' Darwin city CBD area which is a suburb in itself known as 'DARWIN'.
  Other suburbs in the greater Darwin area with postcodes different to 0800 will have different suburb names and do not require you to put the word 'DARWIN' anywhere in the delivery address.

Overnight courier transit areas from Sydney:

Some fresh perishable products (such as made-to-order bread loaves baked by Bill's Organic Health Baker) and products that are limited by quantity outside of Sydney region suburbs such as heavy liquids, glass and bulky products may still be shipped to most suburbs in and around the cities and areas listed below. We will contact you before we despatch your order if your order contains products that require an additional shipping charge or if your suburb falls outside this defined area.

NSW & ACT:

Albury
Blue Mountains
Canberra
Central Coast
Coffs Harbour
Newcastle
Northern Rivers
Orange
Port Macquarie
Tamworth
Wollongong

VIC:

Ballarat
Bendigo
Geelong
Melbourne
Wodonga

QLD:

Brisbane
Bundaberg
Cairns
Gold Coast
Kawana
Mackay
Sunshine Coast
Townsville
Toowoomba

SA:

Adelaide

• 3. Areas outside Australia ('International')

Click/tap here to review our competitive fast Express Air Mail and cheaper Standard Air Mail rates based on parcel weight and destination country (note that some international shipping restrictions are currently in place, click/tap here to learn more).

Click/tap here to check product exclusions and maximum shipping quantity limits that apply to international orders.

Deliveries to destinations outside Australia via Express Air Mail:

• Fast (see Estimated Transit Times below)
• Yes Insured
• Yes Signature on Delivery
• Yes Email and SMS Parcel Tracking

Deliveries to destinations outside Australia via Standard Air Mail:

Most orders that do not contain Pre-Order products are shipped within 1 business day following receipt of cleared payment. Payment clearing may be delayed if you choose to pay with Bank Transfer/EFT (usually clears next business day if payment sent before 5pm weekdays), cheque (a week or more depending on mail service and bank clearing), money order (up to a week depending on mail service) or PayPal eCheque (up to a week which can be avoided by ensuring you have sufficient funds in your PayPal account and/or linked account when making your payment).

Although rare, a situation may arise where a requested quantity of stock may not be available for immediate despatch. We will contact you to discuss possible substitute products, alternative options or expected back-order wait times. We will regularly provide you with status updates to keep you informed of the progress of your order.

The following expected delivery times (which apply once you have been notified by email that we have depatched your order) are a guide that have been provided by the shipping carriers. Factors outside of our or the carrier's control may cause delays in some cases.

In some areas, express delivery options via Australia Post (next day guaranteed to most major citiy areas) may be available. If you would like to get a quote for the additional shipping charge that will apply to your order, please make a note in the Special Instructions/Comments of your order during checkout. We will then contact you to quote you the corrected total order value for your prior approval once we determine the minimum number of Express Post satchels required.

The total shipping charge will be simply $15 for each 3kg Australia Post Express Post satchel used and/or $25 for each 5kg Australia Post Express Post satchel used (no upper wieght or volume limit). We aim to squeeze as much into the smallest size satchel (allowing for enough protective packaging inside) as possible to minimise your shipping costs.

On some occasions, orders being sent to street addresses in the Sydney region may be able to be delivered on a super-urgent basis on weekends and after hours if there is driver availability. Minimum call-out charge is $50 - contact us for availability and a quote.

All parcels shipped to destinations around Australia are sent fully insured against loss, damage and theft ONLY when the conditions in the lists below have been fulfilled and an Authority To Leave has NOT been provided (as there is no insurance coverage for loss, damage or theft when an Authority To Leave has been provided). Please note that any order containing perishable products will be left at the premises with an implied Authority To Leave granted by the customer.

To identify the shipping carrier we used to ship your order, please refer to the email you received when we shipped your order.

Aramex Australia

In accordance with insurance policy amendments recently issued by Aramex Australia:

• If the parcel appears visibly damaged at time of receipt, do not sign the courier driver's keypad - you must instead only write the word 'DAMAGED' into the keypad. You should then contact us as soon as possible to arrange a refund for the damages. We will ask that you email us some clear photos of all the specific damages to help us support your claim with the carrier.
• If the parcel does not appear visibly damaged, you are required to open the parcel and inspect the contents for damage prior to the courier driver's departure. The courier driver is not permitted to leave without your signature or the word DAMAGED written into the keypad.
• Unfortunately, Aramex Australia's new insurance rules state that where a courier driver has departed the delivery premises with a signature in the keypad, all further claims relating to any damage to the parcel and its contents are completely forfeited by the customer.
   

Australia Post

Please contact us as soon as possible and we will guide you through the process. We will ask that you email us some clear photos of all the specific damages to help us support your claim with the carrier.

All parcels shipped to destinations outside Australia using Express Post International Air Mail are sent fully insured against loss, damage and theft.

All parcels shipped to destinations outside Australia using Standard Air Mail are sent insured against loss, damage and theft up to maximum goods value of your order value (excluding shipping charges) only.

Please contact us as soon as possible and we will assist you with the claims process.

Note that we only accept cleared EFT/Telegraphic Transfers or Western Union payment prior to despatch for all international orders. Even though we are continuing to strive to achieve full GPDR compliance, entities based in the EU are not being serviced at this time.

As with all international trade, shipping to destinations outside Australia involves potential interactions with local customs, border control, quarantine and/or related authorities. Please ensure that you check with your local customs services and local laws to ensure that there are no special requirements or restrictions on importing your selected products into your country or jurisdiction as we cannot accept any liability or provide any remedy or compensation for any loss, damage or shipping delays due to any actions performed by these authorities.

If your order is subject to any local duties and taxes, these must be paid by the customer on delivery. Please consult your local customs agency or customs broker for more information.

To comply with Australian export regulations, we are required to declare the exact value of all products ordered and to mark them as dutiable 'merchandise' on any customs form. We are prohibited by law from marking your order as a 'gift', even if your order is placed with the intention of sending to a gift recipient. Unfortunately, we cannot make any exceptions to these rules.

Please click/tap here to learn about payment methods accepted for orders with a delivery address outside Australia.

At this time, we are unable to offer local pickup of your order from our locations. If you have a specific requirement please contact us to discuss and we will do our best to accommodate your needs.

Once you have completed the checkout process (and you have received an order confirmation email that confirms your order was created successfully) you may need to make a change such as:

• Adding products (some areas may require additional shipping charge @ $19.95 per 5kg)
• Removing products (additional shipping charges may apply if your total order products value falls below $55 for suburbs of Sydney region Australia)
• Changing the delivery address
• Changing the delivery instructions

Most orders that do not contain Pre-Order products are shipped the next business day following receipt of cleared payment so please contact us as soon as possible to arrange changes to be made to your order before we despatch it.

To minimise the likelihood of any confusion, all changes to orders must be requested using the contact us page or with an email sent to customer_care@OrganicBuyersGroup.com

Urgent or late requests may be telephoned to our hotline. For verification purposes a confirmation by email of actions requested will also be required in these cases.

Cancellation of an order in its entirety and request for a refund or making changes to an order that result in a refund being required will incur the following costs, reducing the amount refunded by:
 

1. where cancellation or changes are requested by email before sunrise on date of scheduled despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• the full retail value of all Pre-Order products included in the order (mostly from the Eggs, Bread - Loaves and Breads - Wraps & Pizza Bases product categories) plus
• the full retail value of all Bulk and Special Order products included in the order.

2. where cancellation or changes are requested by email after sunrise on date of scheduled despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• a restocking fee of 20% of order total or $19.95, which ever is greater, up to a maximum of $50 per order (to help cover some of the costs associated with the labour and packaging materials expended)

Please be aware that most changes to orders can only be actioned prior to despatch. We will always try our best to accommodate all requested changes but on some occasions we may be unable to action a change due to factors outside of our control.

If a cancellation is requested after despatch, we are usually unable to action the change and incur further shipping charges so it would be treated as a return.
 

3. where cancellation or changes are requested after despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• a restocking fee of 20% of order total or $19.95, which ever is greater, up to a maximum of $50 per order (to help cover some of the costs associated with the labour and packaging materials expended)

Track your order with an Order Number and an email address using our online tracking tool


Where is my order?

When your order has been despatched from one of our Sydney locations, it will be delivered to you by either Aramex Australia or Australia Post. You will be advised with an email update containing the name of the carrier delivering your order, your the Tracking/Label Number (or Article ID) and the Despatch Date of your order. You will also be advised of an estimate provided by the carrier of the expected time of arrival of your order.

If your order is running late, please follow these steps:
 

• Orders being delivered by Aramex Australia:

1. Visit the Aramex Australia online tracking website. You will need to enter your tracking/label number then press the 'Track' button. You will find the tracking/label number in the transit email that was sent to your registered email address when your order was shipped. Alternatively, you can login to your account then go to My Account > My Order History > View > Status History & Comments section to locate your tracking/label number.

Click/tap here to visit the Aramex Australia online tracking website now


2. For further information, you can contact the staff at the handling Aramex Australia depot. The Aramex Australia staff can check the depot and reach your local driver if necessary. The email we sent you when we shipped your order contains the handling Aramex Australia depot phone number, address, website and email address. Alternatively, login to your account then go to My Account > My Order History > View > Status History & Comments section to locate the handling Aramex Australia depot details. You will need to quote your tracking/label number when speaking with Aramex Australia staff.

Click/tap here to find details of all Aramex Australia depots now

3. If the depot is unable to assist in a timely manner, you may try to contact the handling Aramex Australia driver directly using the Aramex Australia online courier locator. The courier drivers are usually busy and may not be reachable. There may be more than one driver that services a postcode so you can review their schedules which may describe streets or areas within the postcode or contact each driver to identify the handling Aramex Australia driver that is resposible for your parcel. You will need to enter the postcode of the shipping address when prompted.

Click/tap here to find the handling Aramex Australia driver now


4. For further escalation, please lodge an parcel enquiry at the Aramex Australia website to initiate an exhaustive parcel search by the dedicated Aramex Australia Investigations team. You will need to first track your tracking/label no. (refer to your transit email or emails if more than one parcel was sent for your order) then submit a Parcel Enquiry via the button on the results page.

Click/tap here to lodge a Aramex Australia Parcel Enquiry now

• Orders being delivered by Australia Post:

1. Visit the Australia Post online tracking website You will need to enter your tracking/article ID number then press the 'Search' button. You will find the tracking/article ID number in the transit email that was sent to your registered email address when your order was shipped. Alternatively, you can login to your account then go to My Account > My Order History > View > Status History & Comments section to locate your tracking/article ID number.

Click/tap here to visit the Australia Post online tracking website now >

2. If you receive an attempted delivery advice card, you may be required to collect the order from the local Post Office or another Australia Post delivery centre as indicated on the card. If you have not received a card, please lodge a missing item enquiry on the Australia Post website. You will need to enter your tracking/article ID number when prompted. Click/tap here to lodge an Australia Post missing item enquiry now
Feel free to contact us if you experience any difficulties communicating with the applicable freight carrier and we will be happy to follow up the enquiry on your behalf.

Printing (all needs):
We choose chlorine free, 100% recycled paper printed using a waterless printing method

Packaging (bubble wrap):
We use Sancell 100% biodegradeable/compostable EnviroBubble

Packaging (void filler):
We use 100% biodegradeable/compostable natural starch Bio-Fill (its edible too!)

Packaging (boxes):
Most orders are shipped in new boxes made from 100% recycled materials and we also recycle boxes to ship orders (if in good condition) to reduce waste and help preserve our environment.

We may also send your order in standard satchels provided by shipping carriers if available to your area.

If you wish to have a single order shipped to you split into more than one delivery (for example, you would like part of your order delivered on a particular day and the remainder of your order delivered to you at a later date) we respectfully request that you create multiple orders on our website in accordance with your needs. Ideally, you would note the special instructions for each order in the area provided during the checkout process.

In exceptional circumstances where partial order delivery is required for an existing order you have already placed on our website, please note the additional charges that will apply:
 
Please contact us to arrange a partial delivery or to discuss your specific requirements.

The products from the following categories are considered 'perishable' for shipping purposes as these products may be affected by delays during transportation. These are producer recommendations only and our website will not stop you from ordering these products if you are outside these areas, although you will need to be aware that you will be accepting responsibility for any spoilage that may occur as we keep all perishables (except fresh wraps and pizza bases) in continuous refrigerated storage on our premises.
 

• Eggs:
• fresh eggs (available to Suburbs of Sydney region, Australia only)
   
• Bread - Loaves:
• Bill's Organic Health Bakery bread loaves (available to Suburbs of Sydney region, Australia and Overnight courier transit areas from Sydney, Australia only)

Although the majority of food products have Best Before dates and some have Use By ('expiry') Dates, they are not all considered perishable for transportation purposes. Attributes such as the state of the product (e.g. dry seeds or grains) the packaging (e.g. vacuum sealed or tinned) and other attributes make these products somewhat more resistant to transport delays. This is especially important at times when a calling card is required to be left at the premises due to no answer at the door.

NOTE: All orders containing perishable products will be left at the premises with an implied Authority To Leave granted by the customer if the premises are unattended. Note that if left, insurance does not apply.

Please refer to the Unattended Address for Delivery (Authority To Leave) and the Delivery Failure sections for more information.

Orders containing perishables to destinations within Suburbs of Sydney region, Australia are only despatched Monday-Thursday weekdays (order by 7am) for a next business day delivery (receive 8pm-5pm).

Orders containing perishables to destinations within Overnight courier transit areas from Sydney, Australia (and elsewhere around Australia with prior approval by the customer to accept responsibility for the condition of the delivered goods) are only despatched Monday-Thursday (order by 7am) for a next business day delivery (receive 8pm-5pm).

More information is available in the Trading Hours section above.

See OBG Events Calendar for latest pre-order cutoff dates and times.

To ensure maximum freshness, orders that include Pre-Order Products are normally despatched weekly each Tuesday. Note that during public holiday periods, the deadline will be the previous business day to that indicated and/or the despatch day will be on the next business day following the day indicated i.e. a Tuesday despatch day would become a Wednesday despatch if Tuesday is a public holiday.

The following three product categories contain Pre-Order products, though from time to time due to spikes in demand or tight supply, products in other categories may require pre-ordering - individual product pages for more information.

Eggs:
 

• All fresh eggs are pre-order products however if we have any eggs left in stock from the previous week we always despatch immediately (let us know if this is inconvenient and we can hold your order for despatch on a more suitable day). We receive all eggs that are pre-ordered before Wednesday 6pm Sydney time once a week on the following Tuesday. We despatch all orders containing pre-ordered eggs on Tuesday mornings.
   

Bread - Loaves:
 

• Bill's Organic Health Bakery bread loaves are pre-order products as the organic sourdough baking process takes a few days and all loaves are made-to-order. We receive all loaves that are pre-ordered before Wednesday 6pm Sydney time once a week by the following Tuesday. We despatch all orders containing pre-ordered bread loaves on Tuesday mornings.

Bread - Wraps & Pizza Bases:
 

• All Old Time Bakery wraps and pizza bases are pre-order products that are baked by and despatched once a week on Tuesday mornings. Place your order before Wednesday 6pm Sydney time each week.

If you included a mix of several pre-order products in the same order, we will hold and depatch your order in its entirety when all your pre-ordered products have arrived in-store.

Please remember to email us a Bank Transfer/EFT receipt immediately after placing and paying for your order if you choose to pay with a manual funds transfer from a bank or financial institution. This step is not required if you pay for your order instantly during checkout by credit card or with PayPal (Direct/Auto Login), or if you send us your order total manually using PayPal (Send Money) and the payment clears before the above pre-ordering deadlines.

NOTE: All orders containing perishable products will be left with an implied Authority To Leave granted by the customer if the premises are unattended. Note that if left, insurance does not apply.

Please refer to the Unattended Address for Delivery (Authority To Leave) and the Delivery Failure sections for more information.

Our locations operate within the Sydney, Australia time zone which is either AEST Australian Eastern Standard Time (GMT+10:00 hours) or AEDT Australian Eastern Daylight Time (GMT+11:00 hours) depending on the time of year.

Australia Post operates a monopoly on shipping to PO Boxes, Parcel Lockers, Parcel Collect, Private Bags and Poste Restante in Australia. Restrictions are currently in force against all other shipping carriers from sending anything to these addresses. As such, we are unable to use our standard courier service and are required to pay much higher shipping charges for Australia Post's service (which we have been advised is a 'non-fragile service', hence the need for extra product buffer, fill and wrapping). Australia Post is also prohibitively strict with shipping weights and from experience, being a mere 50g over the 5kg satchel limit can attract a stiff penalty of over $27 in additional postage fees.

Please refer to the current shipping rates and charges table for applicable Australia Post shipping charges to PO Boxes, Parcel Lockers, Parcel Collect, Private Bags and Poste Restante. If you wish to avoid Australia Post shipping charges, you may specify an alternative delivery street address (for courier delivery) at checkout such as your work place or the home of a friend, neighbour or relation (with their permission). You could even ask a familiar local business to receive and sign for your parcel on your behalf.

Some products cannot be shipped to some destinations for reasons due to freshness or logistics restrictions. The following table is presented as a general guide - specific product exclusions and limits are published on each individual product page where shipping exclusions or limits apply.


The previous table is presented as a general guide - specific product exclusions and limits are published on each individual product page where shipping exclusions or limits apply.

Please contact us if your delivery destination is outside of Sydney, Australia and you wish to purchase greater quantities of milks or glass bottles than the published limits to these areas. We will provide you with a quote for the additional shipping charge for your consideration and approval.

Similarly, we will always contact you prior to processing your order if it includes any products that are unavailable, excluded or exceed the published maximum product limits to your shipping destination. Where practicable, we will confirm if you would like to continue with your order together with the additional shipping charges that may apply.

Shipping rates are based on the country and postcode (postal code or zip code) of the delivery address used at checkout.

Parcels are sent to all shipping destinations with tracking numbers for online tracking and insurance (except when Authority to Leave is provided).

*Some product quantity limits and exclusions apply to orders shipped to destinations beyond these 660+ suburbs of Sydney region, Australia or to addresses only services by Australia Post (e.g. PO Boxes, Parcel Lockers, Parcel Collect, Private Bags and Poste Restante) ... check product pages for details. This asterisk does not apply to street addresses in suburbs around the Sydney region, Australia as every product is available for ordering immediately online without any quantity limits, exclusions or restrictions, up to our total actual live stock on hand count displayed on every product page.

Although we prominently alert of product shipping quantity ordering limits and exclusions where applicable, we still allow all shipping destinations to include restricted products into orders when purchasing and do our very best to avoid excluding them to maximise the shipping value. In relatively few cases, we will either remove the absolute minimum number of restricted products from your order and provide an instant refund or contact you prior to despatch to discuss additional shipping charges where applicable for your consideration and approval.

Express Delivery is available to most Australian destinations and is particularly recommended for orders containing Perishables being shipped to destinations around Australia beyond these 660+ suburbs of Sydney region, Australia.

Please contact us before lodging a dispute with the PayPal Resolution Centre or with a consumer advocate organisation as we are committed to ensuring you are completely satisfied with all the interactions you may have with our store. We welcome and encourage all feedback, comments, suggestions and advice that we can use to improve our services to you, our valued customers.

In order to comply with implied statutory warranties and conditions (as we operate within the jurisdiction of NSW, Australia), our returns policy enables any of our customers that have received defective, faulty or misrepresented products supplied by us to:

• contact us within 7 days of receipt to discuss the nature of the customer's concern (customer will be required to provide a photo that displays the condition of the product);
• discuss whether a refund, return, credit or exchange is appropriate under the circumstances;receive a return merchandise authorisation (an 'RMA') number from us if required; and
• arrange return shipping to ensure we receive the product within 14 days of issue of the RMA number.

The Australian Trade Practices provides that a number of warranties and conditions are implied into every contract between a consumer and a retailer. Each sale is a contract between the consumer and the retailer. These warranties cannot be limited by a retailer. Consumers are entitled to insist that the retailer provide them with a remedy, even if a problem is due to a producer's or manufacturer's fault.

Retailers must ensure goods

• are of merchantable quality given the price of the goods and any description that is provided;
• are fit for the purpose described or that are self-evident;
• match any description given to the consumer whether in promotional material, over the phone, in person, on a website or on labeling or packaging;
• are free from defects and faults; and
• have no debt or financing owed on them so the consumer can have free title to the goods.

If the goods sold do not fulfil any of these conditions then the consumer may be entitled to a refund from the retailer on return of the goods. If the goods have been partially consumed the consumer may be entitled to a refund depending on the circumstances and the extent to which the goods have been consumed. If the goods being returned have had a fair amount of use then the retailer may be entitled to provide a partial refund. Consumers can choose an alternative remedy to a refund, such as exchange or a credit note.

Retailers are not obliged to provide a refund, credit or exchange if a consumer has:

• changed their mind, decided they no longer want the goods or just do not like them, or found that goods are the wrong size or colour; or
• found they can buy the same or similar goods elsewhere for a cheaper price.

To obtain a refund the consumer should return the goods within a reasonable time (7 days) and not dispose of, lose, destroy or damage the goods. The Australian Competition and Consumer Commission website contains more information about the rights of consumers, retailers and manufacturers.

Charges you will incur for return of goods in resaleable condition within 7 days of receipt:

• return postage either paid by you directly to the carrier if you post it back yourself or if you reject the parcel when it arrives then any shipping and related charges that we incur to retrieve it plus
• a transaction fee of 3% of goods value (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• a restocking fee of 20% of goods value up to a maximum of $50 per order (to help cover some of the costs associated with the labour and packaging materials expended).

Customer satisfaction is very important to us and we always welcome any feedback so that we can continue to improve the accuracy of the information we present, the quality and standard of our premium products and maintain a long record of exceptional customer service. Please do not hesitate to contact us immediately with any issues or concerns you may have so we can address them as soon as possible.

We use Australia Post and also Aramex Australia for deliveries to most urban and suburban destinations around Australia. We always use Australia Post for deliveries to rural and remote areas within Australia and for deliveries to destinations outside Australia.

Deliveries to destinations outside Australia can also be sent using your own preferred carrier. We will simply charge you a $12.95 handling charge per parcel together with the exact cost charged to us by your chosen freight carrier. Please contact us when you are ready to place your order if you wish to use your own carrier.

Once per month we fulfil Special Orders (i.e. products that we do not normally stock) and Bulk Orders (i.e. larger quantities of products that we do normally stock). Additional shipping charges may apply and we will always offer you a shipping quote for your approval prior to finalising your order.

Discounts for ordering in bulk are not always available as our low prices are already heavily discounted. However, there may be some cases where bulk quantity discounts will be available depending on the product, requested quantity and intended frequency of ordering.

Please contact us and let us know the product name, producer or brand name, desired quantity and please also give us an indication on how regularly you intend to order as this may help us negotiate a better price with the supplier and allow us to offer you a further bulk discount.

Orders that are arranged with us and paid prior to the 25th day of each calendar month will often be ready for shipping early in the following calendar month, depending on supplier stock availability.

If the delivery address you provide for your order will be unattended (i.e. if no one is available to sign for your delivery) during business hours on business days, you can either:

1. Provide an alternative address such as a work address or the address of a neighbour, friend or relative that will be home to sign for the delivery; or

2. Provide an Authority To Leave (only if safe!). This is as simple as providing instructions during checkout in the box provided. For example: 'Please leave at front door if no-one home' or 'Please leave behind pot plant out of the sun'.

Unfortunately, neither we nor the courier company are liable for lost or stolen deliveries when an Authority to Leave has been provided.

Liability ultimately rests with the person who provides the Authority To Leave (i.e. the customer or delivery recipient). Your delivery will be scanned by the courier as 'left at premises' or 'Authority to Leave - your parcel has been delivered and according to your instructions a signature may not have been required'. If it is lost or stolen it is your responsibility as there is no insurance coverage relating to these circumstances.

NOTE: Any order containing perishable products (i.e. any product from the Eggs, Bread-Loaves or Bread-Wraps & Pizza product categories) will be left at the premises with an implied Authority to Leave granted by the customer.
In other words, if your order contains any perishable products, usually the order will be left unattended at the delivery address due to the perishable nature of the goods and the urgency for delivery. If not instructed otherwise, this means you agree to automatically grant an Authority To Leave and accept full responsibility for your parcels. However if unsafe, you can specify NO ATL for perishable orders. In this case of an ATL being denied by the receiver, you also accept full responsibility of the perishable nature of the products in case of delays, if no one can receive the order at first attempt of delivery. If an ATL is not suitable, we recommend choosing a delivery address where someone can receive the parcel such as a neighbour or even a familiar local business.

If no ATL is provided and no one is able to receive or sign for the order, the shipping company will leave a Calling Card for you to contact them to make alternative delivery arrangements.

Please refer to the Delivery Failure section above for more information.

Saturday delivery via Australia Post Express Post and Aramex standard shipping is now available for orders shipped most areas around Australia.