Shipping policy

SHIPPING

Our online orders are shipped from our warehouse in Metropolitan Perth.

We ship Australia-wide as we want to ensure that customers all over Australia can take advantage of our amazing array of Wholefoods and Nut Butters!

Our shipping rates are set by our Courier based on your location and package weight. However, we have made every effort to ensure our shipping costs are affordable.

 

HOW MUCH DOES SHIPPING COST? 

Delivery costs and free shipping thresholds vary by retail and wholesale customer. Please see the below table.

To estimate the delivery cost of your particular order, add the items to your cart & then click on "View Cart." Enter your shipping information and click "Estimate Shipping."

FREE SHIPPING Australian Wide for orders over $150, up to 5kg, using PREMIUM Australian Post service. (For orders above 5kg, it will be charged at $8/kg)

For orders under $150 -

  • PREMIUM SHIPPING at a flat rate of $11.99 Australia Wide, up to 5kg^
  • above 5kg and under 10kg is charged at $8/kg
  • above 10kg and under 20kg is charged at $8/kg

^Orders under 5kg will be shipped via either Australian Post or StarTrack premium services (1-7 days)

*Heavy Items – orders containing heavy items equating to over 5kg will be shipped via Road transport (5-7 days)

WHEN WILL I RECEIVE MY ORDER?

Orders will be dispatched 1-2 business days after being placed. Our team dispatches orders daily, Monday to Friday, with weekend orders packed and sent on Monday. 

You should receive your order within 1-10 business days, depending on your state and area.

Please allow for extra time during promotional or seasonal periods.

If it is an emergency situation (e.g. special event, important dinner party or you or a significant other is in desperate need of one of our delicious products), then please do not hesitate to contact us at hello@thewholefoodsrefillery.com.au and we will do our utmost best to get our products in your hands!

 

WHAT IF I AM NOT HOME TO RECEIVE MY ORDER?

No problem. Please let us know any delivery instructions at checkout in the comments. E.g. 'Leave in an undercover and secure place.

Prior to delivery, our Courier will contact you via email and text confirming Authority To Leave (ATL) and requesting delivery instructions.

Please note that if you give Authority To Leave (ATL) that we are unable to take responsibility for the loss or damage of your delivery and goods once it has been delivered to your address.

If you are not home and don't include delivery instructions at checkout or via our Couriers website, our driver will leave your package in the safest place at or near the front door. If there is no safe place to leave your delivery, our Courier will contact you to arrange redelivery or take it to your nearest collection point.

Apologies, we can't arrange a specific day or time for delivery.

Please note, as your order most likely will contain perishables; we don't advise leaving your order outdoors or in direct sunlight for prolonged periods of time.

Please note in the delivery instructions/comments section if you would like to physically sign for your package, and we will ensure the driver does not leave your order until it has been signed for. Please note that if you request this service and no one is home to sign for the order, we cannot take responsibility for any items that have perished as a result of being returned to the courier depot.

 

WHAT HAPPENS IF THE PRODUCT I ORDER IS OUT OF STOCK?

We strive to do our best to make sure our website reflects the products that are in stock, but since stock levels are constantly changing and there may be unforeseen delays from suppliers or logistics partners, sometimes the product you order may be unavailable. If this is the case, we will contact you and offer an alternative or a refund on that particular product or ask if you wish to wait for your order to be sent once the product is received or if you would like your order sent over multiple deliveries. 

 

PO Box & Parcel Locker Restrictions

To ensure the safe and reliable delivery of your order, we are unable to ship parcels to PO Box or Parcel Locker addresses.

Orders must be delivered to a physical street address, and this is to prevent delays or failed deliveries.

If a PO Box or Parcel Locker address is provided for an order, we may contact you to obtain an alternative physical street address. If a suitable address cannot be provided, the order may need to be cancelled and refunded.

We appreciate your understanding and cooperation in helping us ensure your products arrive safely and in the best possible condition.