Shipping policy

 

Shipping Policy

Order Processing:

  • Dispatch Days: Orders are processed and dispatched Monday through Thursday each week.
  • Order Sequence: Standard shipping orders are dispatched in the order they are received.
  • Event Dates: For orders associated with specific event dates, we recommend selecting Express Post to ensure timely delivery.

Shipping Methods and Estimated Delivery Times:

We primarily use Australia Post for our shipments. Estimated delivery times are as follows:

  • Within Australia:

    • Standard Shipping: 3-8 business days, depending on the destination.
    • Express Post: 1-3 business days, depending on the destination.

  • New Zealand:

    • Standard Shipping: 9-14 business days.
    • Express Post: 4-8 business days.

  • United States:

    • Standard Shipping: 6-10 business days.
    • Express Post: 4-8 business days.

Please note: These timeframes are estimates only and may vary due to customs processing, postal delays, and other factors beyond our control.

Pre-Orders for Holidays:

  • Pre-orders for holiday-specific products will be shipped on the date indicated on the product description page.
  • Orders will not be delivered on the exact holiday date (e.g., Easter Day) but in the week leading up to the holiday.
  • Any additional products ordered with a holiday pre-order will be shipped together with the holiday product(s).

Shipping Instructions:

  • We do not accept custom shipping instructions like "Leave under verandah" as we use a third-party carrier (Australia Post) and cannot dictate where parcels are left.

Liability and Responsibilities:

  • Domestic Orders (Australia):

    • Once an order leaves our facility, we are not responsible for any loss or damage during transit.
    • If an item is missing or arrives damaged, please contact us, and we will assess the situation for a possible replacement or refund.

  • International Orders (New Zealand, USA, UK, etc.):

    • Tracking: Australia Post provides tracking for some international services, but availability may vary by country.
    • Lost Parcels: We do not take responsibility for lost international parcels. Customers must contact the carrier directly to resolve delivery issues.
    • Missing or Damaged Items: If items arrive damaged or missing, please reach out to us. We will consider replacements based on the situation.

Local Pickup (Adelaide, SA)

We offer local pickup from our production kitchen in Cavan, South Australia:

📍 Address:
Cloud Theory Production Kitchen
6 CB Fisher Drive, Cavan SA 5094
(Office next to Zeea's Cafe)

⏰ Pickup Times:
Monday - Friday: 7:30 AM - 3:00 PM

📩 How It Works:

  • Once your order is ready, we will email you to arrange a day and time for pickup.
  • Please ensure you collect your order within business hours.