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-5.00pm Monday to Friday. As we are an online only store NO PICKUP facilities are available

SHIPPING

We will endeavour to ship your order within 5-10 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 are experiencing delays for both incoming & outgoing parcels due to the increased demand for products & the pressure on the manufacturing & logistics networks as a result of COVID-19. We know these are frustrating times for everyone and appreciate your understanding & patience. We are continuing to work closely with all parties to ship our customers' orders as soon as possible. In some instances our manufacturers have sold the equivalent of a year's production in a matter of weeks & have struggled to keep up with demand. Coupled with the bushfire emergency earlier in the year our boutique & regional Australian producers have experienced a very challenging 2020
  • 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 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
  • 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.

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 the redelivery postage costs where applicable

Orders over $60 are SHIPPED FREIGHT FREE ANYWHERE IN AUSTRALIA *[* excludes corporate bulk orders] - Normally only applies to orders over $100

Orders between $35 and $60 incur $6.99 FLAT RATE SHIPPING ANYWHERE IN AUSTRALIA

Orders under $35 incur $9.99 FLAT RATE SHIPPING ANYWHERE IN AUSTRALIA

International orders  NO INTERNATIONAL ORDERS AT THIS TIME

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, the items(s) will be placed on backorder & despatched freight free 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. 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. 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.

REFUSAL OF SERVICE

We reserve the right to refuse service to anyone who communicates using abusive or threatening language and the associated order will be cancelled and money refunded.

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