Shipping and Ordering Terms

Online Gourmet Food operates as an online store 24/7,however, customer service hours are within standard Australian EST business hours of 9.00 am to 5.00pm Monday to Friday. As we are an online only grocery store NO PICKUP facilities are available

PAYMENT BY DIRECT DEPOSIT
If you have chosen this payment method please directly deposit the amount owing via internet banking transfer to the account detailed at the end of your order confirmation. Please quote your order number as the reference. Payment is required before we ship your order.

PURCHASE WITHOUT ACCOUNT
Without a customer account (guest checkout), it is not possible to see the status of your order or your order history. You can still opt for a permanent account on the Checkout Success page.

SHIPPING INFORMATION
We will endeavour to ship your order within 7-10 business working days (which are Monday to Friday & excluding Public Holidays), after receipt and cleared payment of your order and all but a few orders are processed within this specified timeframe. We trust you understand our dedicated team are working hard to ensure you receive your order as soon as possible, however , due to unforeseen circumstances beyond our control we can not always guarantee it will be within this timeframe. PLEASE email us at sales@onlinegourmetfood.com.au if you have a certain date you require your items and we will advise availability

Why may it take up to 10 (or more) business working days?

• We work closely with all parties to ship our customers' orders as soon as possible. Many manufacturers and suppliers are continuing to struggle on a number of fronts including packaging, logistics, staff absences and ingredient availability.
• We are not a supermarket and due to the large range on offer coupled with our aim to achieve the best shelf lives,especially on slower moving items, occasionally products may be temporarily out of stock, however, we are usually able to restock within our despatch timeframe
• As many of our products are sourced from boutique & regional producers supply can sometimes be unpredictable - please remember some producers are very small businesses and we sometimes experience short deliveries without notice despite having confirmed purchase orders.
• These producers manufacture in smaller batches and do not have warehouses full of stock. Even minor disruptions to their supply chains can result in product unavailability.
• Occasionally large orders that exceed our usual stockholdings occur
• Orders may take longer during and leading up to peak times (eg: CHRISTMAS) as suppliers can be sometimes overwhelmed by the demand for their products. They work very hard to meet these demands and everyone involved appreciates your undertsanding and patience. CHRISTMAS DELIVERY CUTOFF DATES WILL BE ADVISED EACH YEAR AND ARE IN ADDITION TO THESE STANDARD TERMS
• Christmas Delivery Cut-Off for 2025 is 5 December.

Delivery times are additonal to the despatch timeframe and are dictated by Australia Post & courier schedules.

If the customer provides an incorrect or insufficient address, or fails to respond to carrier "card left" delivery attempts then they will be required to pay redelivery postage costs. If the customer does not wish to proceed with reshipping the order in this event, a refund can be requested for the order value LESS the original shipping charge.

Orders over $79.99 are SHIPPED FREIGHT FREE ANYWHERE IN AUSTRALIA *[* excludes corporate bulk orders] - Normally only applies to orders over $100

Orders under $79.99 incur $9.99 FLAT RATE SHIPPING ANYWHERE IN AUSTRALIA

* International orders  NO INTERNATIONAL ORDERS AT THIS TIME

Free shipping thresholds apply to a total order value excluding freight charge.

TEMPORARY OUT OF STOCK / BACKORDERS
Although every attempt is made to offer products from our entire range, from time to time interruptions to supply may occur despite us having confirmed orders with our suppliers. If an item is temporarily out of stock, at the seller's discretion, the items(s) may be refunded, or may be placed on backorder & despatched as soon as possible or an alternative product of equal or greater value may be offered.

Refunds for out of stock items or damaged stock will be granted upon request and assessed on a case by case basis. They are processed at the end of the month. Refunds will not be granted for change of mind or delays that have occurred that were out of our control.  Damaged stock must be verified by photograhic evidence and as per Australia Post Guidelines items received damaged must be presented along with the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). Please note that not all Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs. Australia Post staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with their staff for processing) and provide supporting documentation as requested. While we appreciate the inconvenience this may cause, it is our only way of keeping the carrier accountable for their service and to be able to claim any compensation for the mishandling.

We reserve the right to substitute an item or brand that is temporarily unavailable [due to supply difficulties and/or factors beyond our control] with an item of equivalent value & quality without notice. We reserve the right to change prices & descriptions of products without notice. Packaging and branding changes made by manufacturers will be reflected on the website as soon as practicable.

REFUSAL OF SERVICE
We reserve the right to refuse any order placed with us at our sole discretion. Anyone who communicates using abusive or threatening language will have the associated order cancelled and money refunded.

RETURNS
For health and safety reasons, food products are not returnable. If there is an issue with the product please contact us to discuss and we will arrange a replacement or refund if applicable. 

RECYCLING

Where possible we recycle our packaging, so, if you receive your order in a box that looks "used" , that is exactly the reason.  Just remember its what's inside the box that counts.

ALL PRODUCTS- There are to be no claims made on any products if they do not arrive to you in good condition due to heat damage  - these products are bought at your own risk taking into consideration weather conditions