Shipping & Delivery

Shipping

Orders over AU$70.00 are eligible to receive free shipping within Australia, and where applicable, will be sent with Fastway Couriers. Free shipping has to be selected at checkout by the purchasing user. Failure to select free shipping results in being charged the normal shipping fee as outlined below. In this case Organic Merchant does not refund the shipping charge, nor compensate the purchasing user in any way.

If you require your parcel to be delivered to a PO box, we will ship it with Australia Post as other delivery services do not deliver to PO boxes.

Orders under AU$70 will be a charged a shipping fee of AU$9.00 + GST.

For international shipping, please contact us to receive a quote. In case you have an international address and select standard shipping at checkout without previously contacting us, we may cancel your order without notification if the costs significantly outweigh the standard shipping price. In that case the full amount would be refunded.

Our average turn around time for online orders is 3 business days, but it might be up to 10 business days depending on stock availability. Please take into consideration that we hand-assemble all products. Thank you for your understanding.

Delivery

The majority of our parcels are sent via courier, Fastway or Couriers Please, booked through Sendle. In the event that the courier does not deliver to your postcode, if your address is a PO box, or you are located in a remote area, your package will be sent via Australia Post. Please note that Australia Post orders are processed more slowly than courier and are automatically assigned as authority to leave at your address. Parcels weighing less than 500g (e.g. 1-2 products) are also assigned authority to leave automatically.

If you are not home during business hours, a good alternative to ensure you receive your parcel promptly is to arrange it to be sent to your work address. If you write in the notes section “Authority to Leave”, your parcel can be left in safe place and you will not need to arrange collection if you are not at home to accept the delivery.

Please note that the option of “Authority to Leave” (no matter whether filled into the notes section by you or automatically assigned as described above) is not covered by insurance, meaning you will not get a refund in case the parcel is lost as this is beyond our control.

If you are not at home to accept delivery, a collection notice will be left. Please contact us if you do not receive a collection notice.

 

Specific Courier Terms and Conditions

Aramex (formerly Fastway)

Limited liability Terms & Conditions

1. 300 gram product labels do not have limited liability cover.
2. To initiate a claim, the Customer must notify the Carrier:
   1. In the event of Damage to Goods – Photographic evidence of packaging and damage must be provided by the receiving customer either to the sending customer or sending / receiving depot provided within 24 hours of the Goods being delivered. Supporting documentation must also be provided showing that the notification was given within 24 hours (e.g. a copy of an email or a message with a time stamp). A formal claim must be received in writing within 7 business days of delivery of the Goods; or
   2. In the event of Loss of Goods – within 30 business days from the date the Goods were picked up by the Carrier.
   3. All information reasonably requested by the Carrier, or its third party claims administrator, in relation to the claim must be provided in writing within 14 business days of the request being made.
3. If an Authority to Leave is provided on a consignment, whether it is a standing Authority to Leave or not, then the Customer waives their rights to lodge a claim in the event that Goods are deemed lost provided the Carrier can substantiate that the Goods were delivered by providing either photographic evidence or GPS tracking.
4. The Claims Administrator also has the sole discretion and right to offset any claim amount against unpaid or outstanding monies owed to the Carrier.
5. Claims are limited to loss or damage to Goods only. For the avoidance of doubt, any consequential loss or additional damage suffered by the Customer as a result of loss or damage to Goods, irrespective of the reason, will not be covered and cannot form part of any claim.
6. The maximum amount that may be claimed from the Carrier is the cost price of the Goods (up to a maximum of $1,500), which will include the value of the freight service provided by the Carrier, excluding all GST.
7. Documentary evidence to support the value of the Goods must be provided by the Customer by either:
   1. Receipt of purchase; or
   2. Sufficient proof of actual manufacturing cost
      1. If sufficient proof of actual manufacturing cost cannot be provided, the associated sales invoice, the value of which a maximum of 35% will be paid to the Customer.
   3. Any claim for damaged Goods can only be initiated once the Carrier has possession of those Goods. Failure to provide the damaged Goods to the Carrier will waive the Customer’s right to initiate a claim.
   4. The Customer may only lodge a claim if it can be ascertained by accredited scanning that the Goods were lost or damaged in the direct care, custody and control of the Carrier and/or its Agents.
   5. The carrier:
      1. Is authorised to deliver the Goods to the Receiver at the address nominated by the sender or receiver or agent of them, and
      2. Shall be deemed to have delivered the goods in accordance with these conditions it the carrier;
         1. Obtains a signature acknowledging receipt from any person who presents themselves to the carrier as the receiver or its agent; or
         2. Is provided with a written Authority To Leave (ATL), which can be either permanent or a per consignment basis, which allows delivery without signature, from either the sender or Receiver
         3. In the case of perishables, when they are physically deposited at the address given by the sender or receiver.

SENDLE

In case there’s damage to the parcel, the following steps are to be followed by the sender and the receiver.

Step 1: Ask the receiver to take a photo of the damage that includes:

• The packaging,
• The parcel label (clearly showing the reference number), and
• The damaged item.

Important: These all need to be displayed all in the one photo for the claim to be processed.

Step 2: Once you have the image, log in to your dashboard and go to the parcel’s tracking page.

Step 3: Go to the ‘Manage parcel’ section and click on ‘Damaged parcel claim’. (Keep in mind, you can claim cover for a damaged parcel as long as it’s within 10 business days of the parcel being delivered – after that, this button will be disabled.)

Step 4: Upload the photo of the damaged parcel. Remember; make sure the image shows the packaging, the parcel label (clearly showing the reference number) and the damaged item – all in the one photo.

Step 5: Fill out the rest of the cover claim form – you’ll need to include relevant info about the parcel’s contents and proof of its value (like a receipt, invoice or a statutory declaration), as well as your bank details. Then hit ‘Submit’.

Step 6: We’ll review it and get back to you via email with the outcome of the claim (and any next steps) within 7 business days.

In case the parcel is lost:

This article will help you to understand how to claim cover if, after an investigation, your parcel has been declared as lost (if you’re after information about claiming for a damaged parcel, head over here).

Before we get into the nitty-gritty, please check that your parcel is covered by Sendle’s Cover Policy. This will make sure there aren’t any hiccups.

You can claim cover if:

• The contents of your parcel are covered by Sendle’s Cover Policy
• The parcel was lost in transit: that is, it was lost after it was scanned as picked up, and before it was scanned as delivered
• It has been no more than 20 business days since the last date in the delivery ETA range

Note: Claiming of cover is only available for 10 business days from the time our support team will send you an email notifying your eligibility for cover.

How much can you claim?

Sendle will cover the sales price of replacing lost goods up to $300 for Sendle Pro accounts and up to $100 for Sendle Standard and Premium accounts (including GST), as well as the cost of delivery.

If you have purchased Extra Cover, you can claim up to $1,500 (depending on the amount of cover you purchased and your policy limit).

More info about Sendle Cover and Extra Cover here.

How do you claim cover?

If your parcel still cannot be found after an investigation, our support team will send you an email if you’re eligible for cover.

From there, you will:

• Click on the claim button on the parcel’s tracking page via your dashboard – this will take you to the claims form
• You will need to supply:
  – Details of the contents of the parcel
  – Proof of the value of the parcel (see below), and
  – Your bank details before hitting submit

This is important: If the button is disabled, it’s now past the eligible claiming period. If you don’t see the ‘Make a claim’ option in your order, it also means the parcel isn’t eligible for cover.

What can be submitted as proof of value?

Cost Price
– Purchase receipt
– Invoice/s of materials used to manufacture the item
– Cost invoice (If the item is not sold)
– Statutory declaration (duly signed by an approved witness)

Sales Price
– Sales receipt/invoice
– Proof of payment
– PayPal or bank transfer confirmation
– Statutory declaration (duly signed by an approved witness)

How long does a claim take?

• You’ll hear back from our support team within 5 business days
• If the claim is accepted, you’ll be paid in 5 days from then

We’ll also get in touch with you if we need more clarification or documentation to process your claim request. We’ll also let you know if your claim has been denied.