Shipping & Returns

Sydney region deliveries are still FREE (orders over $47) and despatched same-day (if ordered before 7am Sydney time) and mostly delivered 1-3 business days after despatch (possibly further delayed when courier volumes are higher during holiday and disaster periods).

All orders for delivery to Sydney region suburbs are depatched same day if the order contains only products that do not need to be pre-ordered (i.e. fresh breads, eggs, wraps and pizza bases) and the order is received and fully paid before 7am Sydney time on any business day (not weekends or public holidays).

Next business day delivery currently applies and your order will be prioritised for delivery between 8am and 5pm the next business day. Shipping carriers indicate that, most deliveries to Sydney region suburbs take 1 to 2 days (possibly further delayed when courier volumes are higher during holiday and disaster periods).

See Estimated Transit Times and Where Is My Order for more information.

Our locations operate within the Sydney, Australia time zone which is either AEST Australian Eastern Standard Time (GMT+10:00 hours) or AEDT Australian Eastern Daylight Time (GMT+11:00 hours) depending on the time of year.

 

My order is going to a Sydney region suburb, why is my shipping not FREE?

To access FREE shipping for your order, check that the order value is over $47, and check that the delivery address suburb and postcode of your order exactly matches a valid suburb and postcode on our list of suburbs.

If the destination suburb DOES appear on our list of over 660 Sydney region suburbs (click here to confirm) then check the following:

If the destination suburb DOES NOTappear on our list of over 660 Sydney region suburbs (click here to confirm), it is likely that:

TIP: If the destination suburb is outside the FREE shipping area, you are welcome to change the delivery address for the order to the address of a friend, relative or a familiar business that lies within the FREE shipping area then collect your order from that location when it arrives. Please ensure that the occupant of the premises at the alternative location is aware of the delivery and will be available to sign unless the premises will be unattended and an Authority To Leave has been provided. Please note that any order containing perishable products will be left at the premises with an implied Authority To Leave granted by the customer.

$10* flat rate per order (orders over $47, unlimited weight) to most non-remote street addresses around Australia (beyond these suburbs of Sydney region). Click here to view our shipping charges for orders below $47 and to remote areas.

Click here to check product exclusions and maximum shipping quantity limits that apply to these orders.

Deliveries to these addresses enjoy the following benefits:

• Fast (see Estimated Transit Times below)
• Insured (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Signature on Delivery (unless you provide unattended delivery instructions during checkout or your order contains perishable products)
• Online Tracking (see Order Tracking below)

If your delivery suburb is located near a capital city, advice from shipping companies indicates that including 2 suburbs in the shipping address label may delay delivery and confuse the drivers. To avoid this possibility, please ensure that you only put the postcode and suburb of the delivery suburb and DO NOT include the nearest capital city unless your delivery postcode is 3000, 4000, 5000, 6000, 7000 or 0800:

• only postcode 3000 is valid for the 'downtown' Melbourne city CBD area which is a suburb in itself known as 'MELBOURNE'. Other suburbs in the greater Melbourne area with postcodes different to 3000 will have different suburb names and do not require you to put the word 'MELBOURNE' anywhere in the delivery address;

• only postcode 4000 is valid for the 'downtown' Brisbane city CBD area which is a suburb in itself known as 'BRISBANE'.
  Other suburbs in the greater Brisbane area with postcodes different to 4000 will have different suburb names and do not require you to put the word 'BRISBANE' anywhere in the delivery address;

• only postcode 5000 is valid for the 'downtown' Adelaide city CBD area which is a suburb in itself known as 'ADELAIDE'.
  Other suburbs in the greater Adelaide area with postcodes different to 5000 will have different suburb names and do not require you to put the word 'ADELAIDE' anywhere in the delivery address;

• only postcode 6000 is valid for the 'downtown' Perth city CBD area which is a suburb in itself known as 'PERTH'.
  Other suburbs in the greater Perth area with postcodes different to 6000 will have different suburb names and do not require you to put the word 'PERTH' anywhere in the delivery address;

• only postcode 7000 is valid for the 'downtown' Hobart city CBD area which is a suburb in itself known as 'HOBART'.
  Other suburbs in the greater Hobart area with postcodes different to 7000 will have different suburb names and do not require you to put the word 'HOBART' anywhere in the delivery address;

• only postcode 0800 is valid for the 'downtown' Darwin city CBD area which is a suburb in itself known as 'DARWIN'.
  Other suburbs in the greater Darwin area with postcodes different to 0800 will have different suburb names and do not require you to put the word 'DARWIN' anywhere in the delivery address.

 

Overnight courier transit areas from Sydney:

Some fresh perishable products (such as made-to-order bread loaves baked by Bill's Organic Health Baker) and products that are limited by quantity outside of Sydney region suburbs such as heavy liquids, glass and bulky products may still be shipped to most suburbs in and around the cities and areas listed below. We will contact you before we despatch your order if your order contains products that require an additional shipping charge or if your suburb falls outside this defined area.

NSW & ACT:

Albury
Blue Mountains
Canberra
Central Coast
Coffs Harbour
Newcastle
Northern Rivers
Orange
Port Macquarie
Tamworth
Wollongong

VIC:

Ballarat
Bendigo
Geelong
Melbourne
Wodonga

QLD:

Brisbane
Bundaberg
Cairns
Gold Coast
Kawana
Mackay
Sunshine Coast
Townsville
Toowoomba

SA:

Adelaide

Estimated Transit Times:

Most orders that do not contain Pre-Order products are shipped within 1 business day following receipt of cleared payment. Payment clearing may be delayed if you choose to pay with Bank Transfer/EFT (usually clears next business day if payment sent before 5pm weekdays), cheque (a week or more depending on mail service and bank clearing), money order (up to a week depending on mail service) or PayPal eCheque (up to a week which can be avoided by ensuring you have sufficient funds in your PayPal account and/or linked account when making your payment).

Although rare, a situation may arise where a requested quantity of stock may not be available for immediate despatch. We will contact you to discuss possible substitute products, alternative options or expected back-order wait times. We will regularly provide you with status updates to keep you informed of the progress of your order.

The following expected delivery times (which apply once you have been notified by email that we have depatched your order) are a guide that have been provided by the shipping carriers. Factors outside of our or the carrier's control may cause delays in some cases.

We aim to select the carrier - Australia Post or Aramex Australia, that is the quickest, most effective and careful in handling or economical for your order. For any preferences, please notify us in the Comments of your order of the preferred shipping carrier or express delivery requirements so we can deliver your order as soon as possible. Express Post shipping will cost extra as quoted after your order.
 

Shipping Destination	Estimated Transit Time
Suburbs of Sydney region, Australia	1-3 business days
Other destinations around Australia ('National') NOTE: during warmer months, we generally do not despatch orders to other destinations around Australia on Fridays to avoid parcels with heat-sensitive contents being left in courier depots over weekends.	2-3 business days to most major cities, 3-7 business day to most regional areas, 7-10 business days to most of W.A. NOTE: orders shipped to W.A. on Tuesdays or Thursdays have the quickest transit time as it synchronises with Aramex Australia overland delivery schedules. Place and pay for your order before 7am on Tuesdays or Thursdays to avoid transit delays 10-14 business days to remote areas NOTE: the marginally longer transit times to WA and remote areas are due to our preferred use of a courier service that offers increased care with manual parcel handling via road transport versus Australia Post's rougher automated conveyor belt handling via air mail. Australia Post states they are not a fragile service..
Destinations outside Australia ('International') - using Australia Post Express Post International Air Mail	3-7 business days to most major metropolitan areas (a little longer to remote areas and to low-volume countries e.g. Lebanon)
Destinations outside Australia ('International') - using Australia Post International Standard Air Mail	Up to 6-10 business days to most major metropolitan areas (a little longer to remote areas and to low-volume countries e.g. Lebanon)

Express Delivery:

In some areas, express delivery options via Australia Post (next day guaranteed to most major citiy areas) may be available. If you would like to get a quote for the additional shipping charge that will apply to your order, please make a note in the Special Instructions/Comments of your order during checkout. We will then contact you to quote you the corrected total order value for your prior approval once we determine the minimum number of Express Post satchels required.

The total shipping charge will be simply $15 for each 3kg Australia Post Express Post satchel used and/or $25 for each 5kg Australia Post Express Post satchel used (no upper wieght or volume limit). We aim to squeeze as much into the smallest size satchel (allowing for enough protective packaging inside) as possible to minimise your shipping costs.

On some occasions, orders being sent to street addresses in the Sydney region may be able to be delivered on a super-urgent basis on weekends and after hours if there is driver availability. Minimum call-out charge is $50 - contact us for availability and a quote.
 

Insurance and Claims for Loss, Damage or Theft:

All parcels shipped to destinations around Australia are sent fully insured against loss, damage and theft ONLY when the conditions in the lists below have been fulfilled and an Authority To Leave has NOT been provided (as there is no insurance coverage for loss, damage or theft when an Authority To Leave has been provided). Please note that any order containing perishable products will be left at the premises with an implied Authority To Leave granted by the customer.

To identify the shipping carrier we used to ship your order, please refer to the email you received when we shipped your order.

Aramex Australia

In accordance with insurance policy amendments recently issued by Aramex Australia:

• If the parcel appears visibly damaged at time of receipt, do not sign the courier driver's keypad - you must instead only write the word 'DAMAGED' into the keypad. You should then contact us as soon as possible to arrange a refund for the damages. We will ask that you email us some clear photos of all the specific damages to help us support your claim with the carrier.
• If the parcel does not appear visibly damaged, you are required to open the parcel and inspect the contents for damage prior to the courier driver's departure. The courier driver is not permitted to leave without your signature or the word DAMAGED written into the keypad.
• Unfortunately, Aramex Australia's new insurance rules state that where a courier driver has departed the delivery premises with a signature in the keypad, all further claims relating to any damage to the parcel and its contents are completely forfeited by the customer.
   

Australia Post

Please contact us as soon as possible and we will guide you through the process. We will ask that you email us some clear photos of all the specific damages to help us support your claim with the carrier.

All parcels shipped to destinations outside Australia using Express Post International Air Mail are sent fully insured against loss, damage and theft.

All parcels shipped to destinations outside Australia using Standard Air Mail are sent insured against loss, damage and theft up to maximum goods value of your order value (excluding shipping charges) only.

Please contact us as soon as possible and we will assist you with the claims process.
 

International Shipping to destinations outside Australia:

Note also that we only accept cleared EFT/Telegraphic Transfers or Western Union payment prior to despatch for all international orders. Even though we are continuing to strive to achieve full GPDR compliance, entities based in the EU are not being serviced at this time.

As with all international trade, shipping to destinations outside Australia involves potential interactions with local customs, border control, quarantine and/or related authorities. Please ensure that you check with your local customs services and local laws to ensure that there are no special requirements or restrictions on importing your selected products into your country or jurisdiction as we cannot accept any liability or provide any remedy or compensation for any loss, damage or shipping delays due to any actions performed by these authorities.

If your order is subject to any local duties and taxes, these must be paid by the customer on delivery. Please consult your local customs agency or customs broker for more information.

To comply with Australian export regulations, we are required to declare the exact value of all products ordered and to mark them as dutiable 'merchandise' on any customs form. We are prohibited by law from marking your order as a 'gift', even if your order is placed with the intention of sending to a gift recipient. Unfortunately, we cannot make any exceptions to these rules.

Please click here to learn about payment methods accepted for orders with a delivery address outside Australia.
 

Local Pickups:

At this time, we are unable to offer local pickup of your order from our Sydney locations. If you have a specific requirement please contact us to discuss and we will do our best to accommodate your needs.
 

Making changes to an Order:

Once you have completed the checkout process (and you have received an order confirmation email that confirms your order was created successfully) you may need to make a change such as:

• Adding products (some areas may require additional shipping charge @ $12.95 per 5kg)
• Removing products (additional shipping charges may apply if your total order products value falls below $47 or below $195 for remote areas)
• Changing the delivery address
• Changing the delivery instructions

Most orders that do not contain Pre-Order products are shipped the next business day following receipt of cleared payment so please contact us as soon as possible to arrange changes to be made to your order before we despatch it.

To minimise the likelihood of any confusion, all changes to orders must be requested using the contact us page or with an email sent to customer_care@OrganicBuyersGroup.com

Urgent or late requests may be telephoned to our hotline. For verification purposes a confirmation by email of actions requested will also be required in these cases.

Cancellation of an order in its entirety and request for a refund or making changes to an order that result in a refund being required will incur the following costs, reducing the amount refunded by:
 

1. where cancellation or changes are requested by email before sunrise on date of scheduled despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• the full retail value of all Pre-Order products included in the order (mostly from the Eggs, Bread - Loaves and Breads - Wraps & Pizza Bases product categories) plus
• the full retail value of all Bulk and Special Order products included in the order.

2. where cancellation or changes are requested by email after sunrise on date of scheduled despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• a restocking fee of 20% of order total or $12.95, which ever is greater, up to a maximum of $50 per order (to help cover some of the costs associated with the labour and packaging materials expended)

Please be aware that most changes to orders can only be actioned prior to despatch. We will always try our best to accommodate all requested changes but on some occasions we may be unable to action a change due to factors outside of our control.

If a cancellation is requested after despatch, we are usually unable to action the change and incur further shipping charges so it would be treated as a return.
 

3. where cancellation or changes are requested after despatch from our locations...
 

• a transaction fee of 3% of order total (applies only to Credit Card, Debit Card or Charge Card refund payments) plus
• a restocking fee of 20% of order total or $12.95, which ever is greater, up to a maximum of $50 per order (to help cover some of the costs associated with the labour and packaging materials expended)

Order Tracking

Your online tracking number will be emailed to you when your order has been despatched. Use the following links to track the status and location of your package en-route to your delivery address.
 

Shipping Destination	Online Tracking Website
Suburbs of Sydney region, Australia	www.Aramex.com.au or www.AusPost.com.au if the destination address is a PO Box, Parcel Locker, Parcel Collect, Private Bag or Poste Restante
Other destinations around Australia ('National')	www.Aramex.com.au or www.AusPost.com.au You will be advised which carrier has been used when your parcel is shipped.
All destinations within USA ('International')	www.AusPost.com.au or www.USPS.com Online tracking is only available for parcels over 1.5 kg (3.3 lb) via Air Mail
All other destinations outside Australia ('International')	www.AusPost.com.au Online tracking is only available for parcels over 1.5 kg (3.3 lb) via Air Mail

There may be short delays while the carriers scan and update the online tracking status of your parcel during transit. Note that transits out of Sydney to other destinations around Australia via Aramex Australia are only updated on the tracking website after 7pm on the day of despatch.

Where is my order?

When your order has been despatched from one of our Sydney locations, it will be delivered to you by either Aramex Australia or Australia Post. You will be advised with an email update containing the name of the carrier delivering your order, your the Tracking/Label Number (or Article ID) and the Despatch Date of your order. You will also be advised of an estimate provided by the carrier of the expected time of arrival of your order.

If your order is running late, please follow these steps:
 

• Orders being delivered by Aramex Australia:

1. Visit the Aramex Australia online tracking website. You will need to enter your tracking/label number then press the 'Track' button. You will find the tracking/label number in the transit email that was sent to your registered email address when your order was shipped. Alternatively, you can login to your account then go to My Account > My Order History > View > Status History & Comments section to locate your tracking/label number.

Click here to visit the Aramex Australia online tracking website now


2. For further information, you can contact the staff at the handling Aramex Australia depot. The Aramex Australia staff can check the depot and reach your local driver if necessary. The email we sent you when we shipped your order contains the handling Aramex Australia depot phone number, address, website and email address. Alternatively, login to your account then go to My Account > My Order History > View > Status History & Comments section to locate the handling Aramex Australia depot details. You will need to quote your tracking/label number when speaking with Aramex Australia staff.

Click here to find details of all Aramex Australia depots now


3. If the depot is unable to assist in a timely manner, you may try to contact the handling Aramex Australia driver directly using the Aramex Australia online courier locator. The courier drivers are usually busy and may not be reachable. There may be more than one driver that services a postcode so you can review their schedules which may describe streets or areas within the postcode or contact each driver to identify the handling Aramex Australia driver that is resposible for your parcel. You will need to enter the postcode of the shipping address when prompted.

Click here to find the handling Aramex Australia driver now


4. For further escalation, please lodge an parcel enquiry at the Aramex Australia website to initiate an exhaustive parcel search by the dedicated Aramex Australia Investigations team. You will need to first track your tracking/label no. (refer to your transit email or emails if more than one parcel was sent for your order) then submit a Parcel Enquiry via the button on the results page.

Click here to lodge a Aramex Australia Parcel Enquiry now

 

• Orders being delivered by Australia Post: