Shipping Policy

The following information refers to orders within Australia only. If you would like international shipping please contact us to arrange an estimate.

Shipping Options

Free Local Pickup

If you live within the Canberra Region or would like to arrange to collect your items free of charge, please place your order before Friday 6pm.

Collection is on Sundays between 10am-4pm at the Old Bus Depot Markets. We are located indoors on the lower level near the fresh food section. 

Orders within Australia

We charge a flat rate of $10 shipping fee for all orders under $60. You’re are eligible for FREE SHIPPING when you spend $60 or more.

Shipping Times

Orders made prior to 6pm AEST Monday to Friday will be shipped the following business day via our shipping courier Sendle, a registered B Corp and carbon neutral delivery service. 

Changes and Cancellations

Changes to delivery information can only be made prior to the parcel being collected, which is usually 1-2 business days after placing the order. If you need to change your delivery information please contact us immediately.

Once you parcel has been shipped, we can’t guarantee we will be able to communicate the new address to the delivery agent whilst in transit and new delivery charges may apply. 

We can only accept cancellations within 1 business day of the order. If you no longer wish to proceed with your order, please see our Returns Policy and contact us immediately so that we can cancel the order prior to collection by our shipping agent. 

Tracking & Delivery

Authority to Leave in a Safe Place

By default, we provide authority to leave your order in a safe place upon delivery. If you would prefer to provide a signature on delivery, please advise us of this in the Order Notes at the checkout as well as any specific instructions, e.g. ‘Leave at Front door.

Delivery Estimates

In general, deliveries within the ACT will arrive overnight and deliveries to nearby cities within 2-3 days. Please see the following estimated delivery times for your locations:

Location

Usually it takes

Adelaide

2 to 3 business days

Albury

Same or next business day

Bendigo

1 to 2 business days

Brisbane

1 to 2 business days

Bundaberg

3 to 7 business days

Cairns

3 to 7 business days

Canberra

Same or next business day

Central Coast

1 to 2 business days

Coffs Harbour

1 to 2 business days

Darwin

3 to 5 business days

Geelong

1 to 2 business days

Gold Coast

2 to 4 business days

Hobart

3 to 7 business days

Launceston

3 to 7 business days

Mackay

3 to 7 business days

Maryborough

3 to 7 business days

Melbourne

1 to 2 business days

Newcastle

1 to 2 business days

Northern Rivers

1 to 2 business days

Perth

4 to 12 business days

Port Macquarie

1 to 2 business days

Rockhampton

3 to 7 business days

Sunshine Coast

3 to 7 business days

Sydney

Same or next business day

Toowoomba

2 to 4 business days

Townsville

3 to 7 business days

Wollongong

Same or next business day

Tracking

Your will receive tracking information and notifications from our courier service. These will be emailed to you via the email you provided, so please ensure these details are correct. You can track your parcel here.

Delays

Having your order delivered quickly and safely is our top priority. Every order includes a delivery estimate so that you know when to look out for its arrival. Please note, delivery estimates are based on how long it usually takes and is not a guaranteed delivery date. However, over 98% of parcels are delivered within 2 business days of the delivery estimate.

If it has been more than 2 business days since the delivery estimate date, and there’s been no update to the tracking information, please read through the following information outlined by our shipping provider.

First things first, check the tracking

Every parcel with Sendle is given a unique order reference number and tracking link which is emailed to the recipient when the parcel is collected. If you are receiving a parcel and only have the order reference number (not the tracking link, or any emails) you can view your tracking updates from the Sendle tracking page. If you don’t have any tracking information, please contact us so that we can check for you.

It might be a scanning delay

Sometimes, there are scanning delays if a scanner is broken, a parcel has been transferred to a third-party agent (local delivery provider) to complete the delivery, or if one of our delivery providers has hired extra drivers who do not have scanners.

Parcel not delivered

Please ensure that you have entered the correct address in the billing details. If the billing address is the same as the shipping address, please deselect the ‘ship to a different address’ checkbox.

If you have entered the incorrect address please contact us immediately so that we can make arrangements with our courier service and lodge an inquiry if need be.

Parcel later than the delivery estimate, still getting tracking updates:

  • If you are getting tracking updates, and the parcel is moving in the right direction, please sit tight. Delays are uncommon but can occur in the delivery system. If you are still getting updates, we are working to get the parcel delivered as soon as possible.   
  • Please note, deliveries interstate can mean that parcels aren’t scanned for a few days e.g. A delivery to Perth from Melbourne can take a parcel 4 days in a van. They don’t get scanned during this transit. 

Parcel later than the delivery estimate, not getting tracking updates:

  • If you have not had a tracking update in a few days, and you are concerned that your parcel is not moving in the right direction, you can launch an investigation using the Sendle Toolbox directly in your Sendle dashboard.

If your parcel has been delivered with a signature, it may be because: 

  • It was signed for by a colleague, family member, friend or neighbour.
  • It has been transferred to a third-party agent to complete delivery and it is still in transit. This is typical for more rural deliveries and is nothing to worry about.
  • Accidentally scanned as delivered when it was being scanned as transit – wait a day and see if it receives an additional tracking scan.

If your parcel has been delivered without a signature, it may be because:

  • It was booked with ‘Authority to Leave’, allowing the courier driver to leave the parcel in a safe place on the property.
  • It has been transferred to a third-party agent to complete delivery and it is still in transit. This is typical for more rural deliveries and is nothing to worry about.
  • It was accidentally scanned as delivered when it was meant to be scanned as in-transit. Wait a day to see if it receives an additional tracking scan.

An order can only be cancelled prior to collection, in which case a full refund will be provided. Orders cannot be cancelled once they have been collected.

Support

The Sendle Toolbox is the simplest and quickest way to launch an investigation for your parcel, directly in the dashboard.

Another option is to contact the Sendle support team who are on hand and happy to help. You can contact Sendle here, including your Order Reference Number with the enquiry.

You can expect a reply within 1 working day. Sendle’s operating hours at Mon–Fri 9am–5:30pm AEST. 

Otherwise, please contact us at any stage.