Shipping & Returns
We can only ship within the boundaries of the gauranteed, overnight, Australian Air Express network (click here and use Cheltenham VIC 3192 as the origin to see if you are in the zone for coverage. Choose a Monday, Tuesday or a Wednseday as the pick up date). Note that there are restrictions on some products, and, no products can be shipped to international destinations. Orders containing persihables are shipped Monday, Tuesday and Wednesday to minimise the chance of orders being held over in transit over a weekend (Peak times, like Christmas, we will use our discretion to make sure you have the best chance of getting your order by a certain date).
Because of the nature of our products, we prefer to ship to a day time, business hours address and prefer a signature. Orders will not be shipped to PO Boxes. Security builings or apartment blocks are a challenge for the couriers if you aren't home. In the event a signature cannot be obtained please advise us of a location (Near front door/on back porch/in carport etc) where your order can be left in safety. All orders are shipped with an "Authority to leave" status. This means more convenience for you if you aren't available to accept the order personally. However, if a driver, at his discretion, decides that it is not safe to leave an order, it will be taken to the nearest post office and a note left advising you to collect your order from there. Instruction to "call before delivery" will be noted, but again, it will be at the discretion of the driver to carry this out and are not guaranteed. Please note, that we cannot accept liability for, or process a claim on an order for a perishable product delivered where a signature cannot be obtained.
We only ship using express, overnight methods. For these methods we have a tiered, shipping pricing schedule based on weight and is a flat price Australia wide.
For orders of "dry" product only, we can ship anywhere in Australia and we might use Australia Post (at no extra charge) or another party to complete the fulfillment
Remember, for orders containing persihables, we only ship on Mondays, Tuesdays and Wednesdays. For the most part, orders placed on these days by 1.30 pm AEST will be shipped that afternoon for overnight service. Please also note that the shipping rates for all items we sell are weight-based. The weight is determined by the actual weight of the product or it's cubic weight and is calculated using the greater of the two. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilo. Bulky items will have the industry standard cubic weight calculations applied. Most of our shipping is done from our Victorian warehouse. However, if a product is located at our warehouse in NSW, we might choose to ship from there as well. This may result in us splitting your order in order to satisfy and fulfil your requirements. Neither, our Victorian or New South Wales warehouses are open to the public.
When ordering cheese, we highly recommend you read this article first. There are some misconceptions about cheese that you should know about. Cheese travels very well using our methods but to the uninitiated, during confinement, an odour can be present. This is normal and is explained in the above mentioned link.
If you have supplied an address in which a signature cannot be obtained, we cannot accept responsibility for product spoilage. It is for this reason that we recommend you provide a daytime delivery address. If you have a question about a product or need more information, email email@example.com
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