Shipping & Returns



Trading Hours (Xmas 2017 - New Year 2018):

Orders are currently being despatched every weekday except while we are closed between 20th December, 2017 and 15th January, 2018 when we will resume our normal operations. All orders placed after 12pm/noon Tuesday 19th December, 2017 will be despatched from Monday 15th January, 2018.

Courier drivers are experiencing high volumes of parcels at the moment so please order early to ensure the delivery arrives pre-Xmas if you require. Orders for deliveries to Sydney addresses should be placed by 10am Tuesday 19-Dec-2017. Orders to suburbs around major east coast cities and Adelaide should be placed by 12pm/noon Monday 18-Dec-2017, elsewhere around Australia by 12pm/noon Monday 11-Dec-2017.

Orders placed after Monday 15th January, 2018 will be despatched every weekday except on the following Australian public holidays in 2018:

Australia Day - Friday 26 January, 2018
Good Friday - Friday 30 March, 2018
Easter Monday - Monday 2 April, 2018
ANZAC Day -Wednesday 25 April, 2018

Queen's Birthday - Monday 11 June, 2018
Labour Day - Monday 1 October, 2018
Xmas 2018 and New Year 2019 - closed between Tuesday 18 December, 2018 to Monday 14 January, 2019

Feel free to continue shopping, managing your account, submitting enquiries and placing orders 24 hours a day, 7 days a week, 365 days a year, including during all holiday periods. We continually monitor all orders in transit and aim to answer all genuine customer enquiries every day regardless of holidays or weekends.

Refer to the following table showing our normal despatch times to help you plan your ordering.

Shipping Destination
Order includes Pre-Order Products
Place and pay for your order by...
We aim to despatch by...
Over 95% of orders delivered by...
Suburbs of Sydney region, Australia

No

10am weekdays
(except public holidays)
12pm/noon
(same day)

Yes

11am Fridays

12pm/noon
(on Tuesday of following week)

Tuesdays 1-5pm
(or next business day)

Sydney orders containing perishables are only despatched weekday mornings (order by 10am) for a same day delivery (receive 1pm-5pm).
Overnight courier transit areas from Sydney, Australia
No

10am weekdays
(except public holidays)

12pm/noon
(same day)

Next business day 8am-5pm
(or the following
business day)


Yes

11am Fridays

12pm/noon
(on Tuesday of following week)

Wednesdays
8am-5pm

(or next business day)

Overnight orders containing perishables are only despatched Monday-Thursday evenings (order by 12pm/noon) for a next business day delivery.
Other destinations around Australia ('National')
No

10am weekdays
(except public holidays)

12pm/noon
(same day)

1-3 business days
(to most major cities)
3-7 business days
(to most regional areas)

7-10 business days
(to most of W.A)

10-12 business days
(to remote areas)
National orders containing perishables are only despatched on Monday-Wednesday (order by 10am) to minimise weekend delays. Prior approval by the customer to accept responsibility for the condition of the delivered goods is required and Express Delivery is recommended.
Destinations outside Australia ('International')
No

10am weekdays
(except public holidays)

12pm/noon
(same day)

5-8 business days
(Air Mail Express to most major metropolitan areas, a little longer to remote areas)

2-3 months
(Sea Mail to most major metropolitan areas, a little longer to remote areas)

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 Fastway Couriers, 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.


Backorders:

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 completing Step 4 of 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.


Deadlines for Pre-Order products:

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.


Pre-Order products are found in three product categories:

Eggs:

  • All fresh eggs are pre-order products however if we have any eggs left in stock from the previous week we always despatch same day or the next business day (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 Friday 11am Sydney time once a week on the following Tuesday. We despatch all orders containing pre-ordered eggs on Tuesday morning so Sydney customers should receive their entire orders containing the pre-ordered eggs between 1pm and 5pm same day.

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 Friday 11am Sydney time once a week on the following Tuesday. We despatch all orders containing pre-ordered bread loaves on Tuesday morning so Sydney customers should receive their entire orders containing the pre-ordered bread loaves between 1pm and 5pm same day and overnight courier transit area customers will receive orders on Wednesday.
  • Healthybake Bakery bread loaves are also pre-order products. We receive all loaves that are pre-ordered before Friday 11am Sydney time once a week the following Tuesday/Wednesday. We despatch all orders containing pre-ordered bread loaves on Tuesday/Wednesday morning so Sydney customers should receive their entire orders containing the pre-ordered bread loaves between 1pm and 5pm same day and overnight courier transit area customers will receive orders next day on Wednesday/Thursday.

Bread - Wraps & Pizza Bases:

  • All Old Time Bakery wraps and pizza bases are pre-order products that are despatched once a week on Monday mornings. You may order these products until Monday 10am Sydney time each week and we will despatch to you same day, otherwise your order will be despatched the following Monday (or the next business day if Monday is a public holiday).

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) or Bitcoin and the payment clears before the above pre-ordering deadlines.

Check our
Events Calendar regularly to keep up to date with weekly 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.



Perishables:

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.

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 weekday mornings (order by 10am) for a same day delivery (receive 1pm-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-Wednesday evenings (order by 3pm) for a next business day delivery.

More information is available in the Trading Hours section above.


Delivery Failure

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.


Destinations:

We ship parcels to the following 3 geographical areas:

  • 1. Suburbs of Sydney region, Australia
 

FREE shipping (orders over $35, 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 $8.95 for orders under $35.

.
 

Click 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:

Same-Day Delivery (order before 10am - receive between 1pm and 5pm same day)

All orders for delivery to Sydney region suburbs enjoy same-day delivery 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 10am Sydney time on any business day (not weekends or public holidays). Sometimes we can do a same-day delivery even if you place your order as late as 11am, although it is more likely that any orders placed after 10am will be despatched same day though will be delivered on the next business day.

Click here to check if your suburb and postcode appear on our list of over 660 Sydney region suburbs to which Same-Day Delivery is available. NOTE: suburbs identified on this list as ONCE-A-DAY delivery areas are usually unable to be serviced in the afternoons and will normally be delivered the next business day.

In rare circumstances (less than 5% of deliveries), there may be a problem that prevents same-day delivery from being possible. 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. We will contact you if any factors within our control delay your order, such as stock damage detected by our packing staff that reduces stock available to fulfil your order.

Whenever same-day delivery is not possible, 'Next-Day Delivery' automatically applies and your order will be prioritised for delivery between 8am and 12pm the next business day. Shipping carriers indicate that, most deliveries to Sydney region suburbs take 1 to 2 days.

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 $35, 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 here to confirm) then check the following:

  • is the total order products value over $35? (choose from more than 1,400 products to add to your cart to reach $35)

  • is the spelling of the suburb correct? (avoid abbreviations and check for typing errors or misspellings - click 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 NOT appear on our list of over 660 Sydney region suburbs (click 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 Fastway Couriers 'local' zone). We have been very pro-active with Fastway Couriers 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 destinations around Australia ('National')
 

$10* flat rate per order (orders over $35, unlimited weight) to most street addresses around Australia (beyond these suburbs of Sydney region). Click here to view our shipping charges for orders below $35 and to remote areas.

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

Deliveries to these addresses enjoy the following benefits:

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 Bakery and sauerkrauts by Peace Love & Vegetables) 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:
Blue Mountains
Central Coast
Newcastle
Port Macquarie
Coffs Harbour
Northern Rivers
Wollongong
Canberra
Albury
VIC:
Melbourne
Wodonga
QLD:
Brisbane
Gold Coast
Sunshine Coast
Toowoomba

 

  • 3. All destinations outside Australia ('International')

Click here to review our competitive fast express air mail and cheaper sea mail rates based on parcel weight and destination country (note that some international shipping restrictions are currently in place, click here to learn more).

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

Deliveries to destinations outside Australia via Express Air Mail:

Deliveries to destinations outside Australia via Sea Mail:

  • Cheaper (and slower - see Estimated Transit Times below)
  • Insured (each order covered up to a maximum value of AUD$200 only)
  • No Signature on Delivery
  • No Tracking
  • Not available to all countries (see Shipping Rates by country)


Shipping Carriers:

We use Fastway Couriers for deliveries to most destinations around Australia and Australia Post for deliveries to all destinations outside Australia (and for some deliveries to remote areas within 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. 


Estimated Transit Times:


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.

We aim to select the carrier - Australia Post or Fastway Couriers, that is the quickest, most effective and careful in handling or economical for your order. For any preferences, please notify us in the Comments of your order of the preferred shipping carrier or express delivery requirements so we can deliver your order as soon as possible. Express Post shipping will cost extra as quoted after your order.

 
Shipping Destination
Estimated Transit Time
Suburbs of Sydney region, Australia

1-2 business days
NOTE: orders to street address most of the 660+ suburbs in the Sydney region, Australia area enjoy same day delivery if the order contains only products that do not need to be pre-ordered and the order is received and fully paid before 10am Sydney time weekdays (excluding public holidays)

Whenever same-day delivery is not possible, 'Next-Day Delivery' automatically applies and your order will be prioritised for delivery between 8am and 12pm on the next business day..


Other destinations around Australia ('National')

NOTE: during warmer months, we generally do not despatch orders to other destinations around Australia on Fridays to avoid parcels with heat-sensitive contents being left in courier depots over weekends.

1-3 business days to most major cities,

3-7 business day to most regional areas,

7-10 business days to most of W.A.

NOTE: orders shipped to W.A. on Tuesdays or Thursdays have the quickest transit time as it synchronises with Fastway Couriers overland delivery schedules. Place and pay for your order before 3pm on Tuesdays or Thursdays to avoid transit delays

10-14 business days to remote areas
NOTE: the marginally longer transit times to WA and remote areas are due to our preferred use of a courier service that offers increased care with manual parcel handling via road transport versus Australia Post's rougher automated conveyor belt handling via air mail. Australia Post states they are not a fragile service..

Destinations outside Australia ('International') - using Australia Post Express Post International Air Mail

5-8 business days to most major metropolitan areas (a little longer to remote areas)

Destinations outside Australia ('International') - using Australia Post International Sea Mail

Up to 2-3 months to most major metropolitan areas (a little longer to remote areas)




Express Delivery:

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 $30 - contact us for availability and a quote.


Insurance and Claims for Loss, Damage or Theft:

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.

Fastway Couriers

In accordance with insurance policy amendments recently issued by Fastway:
  • 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, Fastway'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 Sea Mail are sent insured against loss, damage and theft up to maximum goods value of AUD$200 only. If the total goods value of your order exceeds AUD$200, please contact us or make a note in the 'Special Instructions or Comments About Your Order' box during checkout and we will quote you the additional insurance cost if you would like coverage up to the total actual goods value of your order.

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


International Shipping to destinations outside Australia:

Note that due to escalating instances of fraud and falling standards of parcel handling, international shipping is currently restricted to the following countries only: New Zealand, Hong Kong, Japan and Singapore.
Note also that we only accept cleared Telegraphic Transfers or payments in Bitcoin prior to despatch for all international orders. If your order contains any glass or liquid products, you will also may be required to organise your own shipping from our premises and forfeit any insurance claim as our preferred shipping carrier Australia Post has proven unreliable for sending fragile products internationally. If you wish to make a purchase from other countries not listed above, please contact us to discuss and we will do our best to accommodate your needs.

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


Local Pickups:

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


Making any changes to an Order:

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:

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 $12.95, 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 $12.95, 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)




Partial Order Delivery:


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:


Shipping Destination
Additional Charges
Suburbs of Sydney region, Australia
$12.95 per additional delivery

Other destinations around Australia ('National') 
$12.95 per 5kg per additional delivery

Destinations outside Australia ('International') 
Revised
parcel shipping charges based on parcel weights


Please contact us to arrange a partial delivery or to discuss your specific requirements.


Product Shipping Exclusions and Maximum Shipping Quantity Limits:

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.

 
Shipping Destination
Product Shipping Exclusions and
Maximum Shipping Quantity Limits

Suburbs of Sydney region, Australia

(click here to check if your shipping suburb and postcode appear on our list of over 660 Sydney region suburbs)

All products are available for shipping

No exclusions or maximum shipping quantity limits apply - order as many quantities of any products available (product pages show real-time stock levels)


Other destinations around Australia ('National')

(check individual product page for more details)

  • Eggs
  • Unique Water
  • Glass Bottles (check product pages for details of maximum shipping quantity limits that apply to some areas, usually remote areas...note that no maximum limits apply to Rochester Ginger!)
  • Large, heavy and bulky products

Destinations outside Australia ('International')

(check individual product page for more details)

  • Eggs
  • Bread Loaves
  • Unique Water
  • Glass Bottles (check product pages for details of maximum shipping quantity limits that apply)
  • Milks (750mL and 1L cartons)
  • Large, heavy and bulky products

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.


Returns Policy:

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 donít 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.


Order Tracking

Your online tracking number will be emailed to you when your order has been despatched. Use the following links to track the status and location of your package en-route to your delivery address.

Shipping Destination

Online Tracking Website
Suburbs of Sydney region, Australia
Other destinations around Australia ('National')

www.Fastway.com.au

or
www.AusPost.com.au


You will be advised which carrier has been used when your parcel is shipped 

All destinations within USA ('International')

www.AusPost.com.au
or
www.USPS.com

Online tracking is only available for parcels over 1.5 kg (3.3 lb) via Air Mail

All other destinations outside Australia ('International')

www.AusPost.com.au

Online tracking is only available for parcels over 1.5 kg (3.3 lb) via Air Mail


There may be short delays while the carriers scan and update the online tracking status of your parcel during transit. Note that transits out of Sydney to other destinations around Australia via Fastway are only updated on the tracking website after 7pm on the day of despatch.

Where is my order?

When your order has been despatched from one of our Sydney locations, it will be delivered to you by either Fastway Couriers 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 Fastway Couriers:
1. Visit the Fastway Couriers 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 here to visit the Fastway Couriers online tracking website now


2. For further information, you can contact the staff at the handling Fastway Couriers depot. The Fastway Couriers 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 Fastway Couriers 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 Fastway Couriers depot details. You will need to quote your tracking/label number when speaking with Fastway Couriers staff.

Click here to find details of all Fastway Couriers depots now



3. If the depot is unable to assist in a timely manner, you may try to contact the handling Fastway Courier driver directly using the Fastway 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 Fastway Courier driver that is resposible for your parcel. You will need to enter the postcode of the shipping address when prompted.

Click here to find the handling Fastway Couriers driver now


4.
For further escalation, please lodge an online enquiry at the Fastway Couriers website to initiate an exhaustive parcel search by the dedicated Fastway Couriers Investigations team. You will need to enter your tracking/label no. (refer to your transit email or emails if more than one parcel was sent for your order).



Please
click here for assistance with completing the Fastway online enquiry.



  • 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 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 here to lodge an Australia Post missing item enquiry now


Please click here for assistance with completing the Australia Post missing item enquiry form.


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.





Rates & Charges - National & International:

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

Shipping Destination
Order Total Products Value including GST
Weight / Cubic Limit
Shipping Charge to Street Addresses

Suburbs of Sydney region, Australia
below $35
Unlimited
Flat rate
$8.95 per order
$12.95 per 5kg
over $35
Unlimited

FREE!
(same day shipping if order before 10am)

$12.95 per 5kg
Most other destinations around Australia
below $35

Unlimited*

Flat rate
$12.95* per order
$12.95* per 5kg
over $35
Unlimited*
Flat rate
$10* per order
$12.95* per 5kg
Remote areas around Australia (defined by Fastway Couriers WHITE and GREY zones from Sydney)
below $195

Unlimited*

$12.95* per 5kg
$12.95* per 5kg
over $195
Unlimited*
Flat rate
$10* per order
Flat rate
$10* per order
Destinations outside Australia ('International')
any
Unlimited*

*Some product quantity limits and exclusions apply to orders shipped to destinations beyond these 660+ suburbs of Sydney region, Australia... check product pages for details. This asterisk does not apply to suburbs of 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.

Note that some areas and addresses are charged at a 'per 5kg' rate which also includes 'part thereof'. Since we here at OBG are guided by the highest levels of honesty and transparency, if we can squeeze your order into fewer 'per 5kg' shipping packages than you were charged during the checkout process, we will refund you the shipping charge for the additional unused 5kg or part thereof. For example, if your order ends up as 10.5kg at checkout and you are charged 3x 5kg (i.e. 3x $12.95), we will do our very best to get your order into 2x satchels (if we can do so without compromising the integrity of the packing) and if successful we will refund you 1x $12.95 around the time we are ready to despatch your order. That is a special service we provide without you, the customer, needing to prompt us in any way!

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


PO Boxes, Parcel Lockers, Private Bags and Poste Restante:

Australia Post operates a monopoly on shipping to PO Boxes, Parcel Lockers, 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, 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.

Note: we make an exception for all orders sent to remote areas, these destinations are charged at the same rate regardless of whether a street address or a PO Box, Parcel Lockers, Private Bags or Poste Restante address is provided at checkout.



Packing materials we use:

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.



Special Orders & Bulk Orders:

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.


Unattended Address for Delivery (Authority To Leave):

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.


Weekend Delivery:

Saturday delivery via Australia Post Express Post is available for orders shipped within NSW and within specific Saturday delivery areas (contact us so we can confirm eligibility of your destination suburb and postcode). Delivery to Parcel Lockers is included. Only available for orders placed by 3pm Fridays (Sydney time).

We will contact you as soon as possible to take payment for the additional Australia Post Express Post charges ($15 for 3kg, $25 for 5kg or a variable rate will be quoted up to 22kg per parcel).


We trust that you'll enjoy your shopping experience with us!


 

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