Delivery & Returns
DELIVERY & RETURNS
Dispatch time
All orders will be shipped via our national courier partner/s or Australia Post at our discretion. If you have a preference, please let us know at the time of order, however we may pass on any additional costs if your requested shipping method is more expensive. Orders are typically dispatched within 1-3 business days of cleared payment being received.
Online tracking
All consignments sent via courier will have a unique tracking number which can be monitored online. You should receive an email from our shipping partner Temando notifying you of the courier and tracking number. If you do not receive this email, please email us to ask for the courier details and tracking number. Once your order is collected by the courier, we have no control over it, so any inquiries you have about your delivery need to be directed to the courier. Orders sent via Australia Post are not tracked at the present time.
Your phone number
Please provide a daytime phone number in the checkout instructions so the courier can contact you directly if they have any problems delivering your order. Couriers will not accept a booking without a phone number of the consignee. Whilst we reserve the right to dispatch orders where you fail to provide a phone number, we will not accept responsibility for delays or non-delivery as a result of the courier being unable to deliver to you, whether due to an incorrect address, inability to access your property or for any other reason.
Address accuracy
Please take care to check your address is recorded accurately during checkout. Where an order is returned to us as undeliverable for any reason, we will contact you for further instructions, but reserve the right to charge you for the redelivery fee. You are not entitled to a refund when your order is returned to us as undeliverable. We recommend that you provide us with a delivery address which will be attended during regular daytime work hours. If you provide your work address for example, at least a colleague can accept delivery if you are not available.
Authority to leave
By ordering on this website, you grant us the right to give the courier Authority To Leave (ATL) your delivery whether somebody is home or not. In doing so, you release Daintree Cocoa Pty Ltd of all liability for delivery where you have supplied an incorrect address, or where a parcel is stolen from your property. You agree that the courier's proof of delivery is evidence of successful delivery. In warmer months, where a parcel is left by the courier because your property is unattended at the time of delivery, you will not be covered by our Heat Damage Guarantee.
Returns
As chocolate is a food product, it cannot generally be returned or refunded. However if there is a fault or defect with the product you have received, please email us and explain the problem. Of course we will address all problems in good faith to ensure that you get the Daintree Estates quality experience.
Delivery Guarantee
Chocolate purchased from our website is guaranteed for freshness under certain conditions as follows:
1. Heat Damage Guarantee: There is a chance in warmer weather that your chocolate could be heat damaged in the post. Heat damage occurs where chocolate melts slightly and then rehardens again as it cools. This can result in discolouration or disfigurement of the chocolate, although it does not affect its edibility. Except as excluded below, if your chocolate arrives heat damaged , simple send us a photo and we will send a replacement as quickly as possible.
Exclusion: When the reported temperature in your location is higher than 30oC on the day a parcel is left by the courier because your property is unattended at the time of delivery, you will not be covered by our Heat Damage Guarantee. For this reason, we recommend that you provide us with a delivery address which will be attended during regular daytime work hours. If you provide your work address for example, at least a colleague can accept delivery if you are not available.
To minimize the risk of heat damage, we may elect to avoid dispatching on Thursdays and Fridays to reduce the transit time. We apologise for any delay caused by this, but are certain you will be happier knowing your chocolate will arrive in good condition. Orders valued over $80 may also be packed with an ice-pack at our discretion. We believe the only place our delicious chocolate should melt is in your mouth!
2. Premium Delivery Guarantee: Where it is available, when you select and pay for our Premium Delivery option, we will pack your chocolate in a sturdy box filled with biodegradable foam pellets to prevent breakage and reduce the risk of heat damage in warm weather. Should your chocolate arrive broken, simply send it back and upon receipt we will replace it and pay for your return postage costs so you are not out of pocket.
Changes to Delivery Terms
Daintree Cocoa Pty Ltd reserves the right to vary these Delivery Terms at any time without notice. All sales are deemed subject to the Terms and Conditions in place at the time of the sale.
Applicable Laws
All dealings with Daintree Cocoa Pty Ltd will be subject to and interpreted under governing laws in the state of Victoria, Australia.
