Shipping & Returns
Shipping Policy
Last updated: 24/11/2025
This Shipping Policy forms part of the Terms & Conditions for The Online Grocer “we”, “us”, “our”) and applies to all purchases made through our website.
1. Processing Times
Orders are processed within 1–2 business days (excluding weekends and public holidays).
During peak periods, processing may extend to 3–5 business days, but customers will be notified of any major delays.
Orders are dispatched only once payment has been successfully received.
2. Shipping Rates & Delivery Estimates
We ship Australia-wide using trusted carriers such as Australia Post, StarTrack, Toll, Aramex, and Sendle.
Standard Delivery (Australia-Wide)
Estimated delivery: 3–7 business days
Cost: Calculated at checkout or flat-rate (if applicable)
Express Delivery
Estimated delivery: 1–3 business days
Cost: Calculated at checkout
Note: Delivery timeframes are estimates provided by carriers and may vary due to factors outside our control (weather, carrier delays, peak periods).
3. Order Tracking
Once your order has been dispatched, you will receive:
A shipping confirmation email
A tracking number
A link to track your parcel in real time
If tracking is unavailable for your shipping method, customers will be advised at checkout.
4. Authority to Leave
Customers may select “Authority to Leave.”
If selected, the courier may leave the parcel in a safe location without signature.
Once delivery is confirmed, risk transfers to the customer as per standard industry practice.
We are not liable for theft or loss after confirmed delivery.
If no Authority to Leave is provided, parcels may be carded or re-delivery fees may apply (carrier dependent).
5. Shipping Restrictions
We do not ship to:
PO Boxes (if using carriers that don’t service them)
Certain remote areas (where carriers impose restrictions)
Overseas destinations (unless explicitly stated)
Dangerous goods, bulky freight, or restricted items may require specialised handling and additional costs.
6. Incorrect Address / Delivery Issues
Customers are responsible for ensuring all shipping details are accurate at checkout.
If an incorrect address is provided:
We will attempt to assist in redirecting, however
If the parcel is returned to us, re-shipping fees may apply
Refunds (if applicable) will exclude shipping charges once the order has been dispatched
7. Lost, Delayed, or Damaged Parcels
Under Australian Consumer Law, customers are entitled to remedies if goods are not supplied within a reasonable time or arrive damaged.
Lost or Stolen Items
If tracking shows “delivered,” yet the item is not received:
Customers must first lodge an enquiry with the freight carrier
We will assist in submitting investigations
Claims are subject to the carrier’s resolution process
Replacements or refunds will be assessed on a case-by-case basis
Damaged or Faulty Items
If your order arrives damaged:
Contact us within 48 hours of delivery
Provide photos/videos of the parcel and item
We will arrange repair, replacement, or refund in accordance with the ACL
Customers are legally entitled to:
A replacement or refund for a major failure
Repair or replacement for minor issues
Compensation for reasonably foreseeable loss
8. International Shipping (If Applicable)
If we offer international shipping:
Taxes, customs duties, and import fees are the responsibility of the customer
Delivery times vary depending on destination
Items delayed by customs are outside our control
9. Pre-Orders or Custom Items
For preorder or made-to-order products:
Estimated dispatch dates are provided on the product page
If delays exceed 30 days, customers will be notified and may request a refund under ACL rules
10. Contact Us
For any shipping queries, please contact us through our website or email sales@theonlinegrocer.com
Return & Exchange Policy
Last updated: 24/11/2025
This Returns & Refunds Policy forms part of the Terms & Conditions for The Online Grocer (“we”, “us”, “our”) and is designed to comply fully with the Australian Consumer Law (ACL).
Your rights under the ACL cannot be excluded, and we honour all consumer guarantees relating to faulty, damaged, or misdescribed goods.
1. Change of Mind Returns
We accept change of mind returns at our discretion, provided that:
The request is made within 14 days of delivery;
The item is unused, unopened, and in resalable condition;
The packaging, tags, labels, and accessories are intact;
You provide proof of purchase.
Exclusions:
For hygiene and safety reasons, we cannot accept change-of-mind returns for:
Personal care items
Cosmetics and beauty products
Health supplements
Food and perishable goods
Any item marked “Final Sale” or “Non-returnable”
If accepted, you are responsible for return shipping costs. Original shipping fees are non-refundable.
2. Returns for Faulty, Damaged, or Incorrect Items (ACL)
Under the ACL, you are entitled to a:
Refund or replacement for a major failure;
Repair or replacement for minor issues;
Refund of reasonable costs if returning a faulty or incorrect item.
We will comply with all ACL obligations.
You must notify us within 48 hours
If your item arrives damaged, faulty, or incorrect, please notify us within 48 hours with:
Order number
Photos or videos showing the issue
A description of the fault or damage
We may request return of the item for assessment.
3. What Is Considered a Major Failure?
A major failure under the ACL includes (but is not limited to):
The item is unsafe
The item is very different from the description or sample
The item is substantially unfit for purpose
The problem cannot be repaired within a reasonable time
If any of these apply, you may choose refund, replacement, or store credit.
4. Incorrect Address, Unclaimed Parcels & Failed Deliveries
We are not responsible for returns due to:
Incorrect or incomplete address entered at checkout
Failure to collect items from the post office or courier depot
Refusal of delivery
In such cases, once returned to us, we can:
Re-ship the item (shipping fees apply), or
Provide a refund minus shipping costs
5. Return Shipping Costs
We cover return shipping when:
The item is faulty
The item arrives damaged
We sent the wrong item
The item does not match its description
Customer covers return shipping when:
Returning due to change of mind
Incorrect address was provided
The parcel was unclaimed by the customer
The return is outside our policy conditions
6. Processing of Refunds
Once your return is received and inspected:
Refunds are issued to the original payment method
Processing typically takes 3–10 business days
Refunds will not include original shipping costs (except where ACL applies)
We reserve the right to reject returns that do not meet policy conditions.
7. Exchanges
Exchanges are permitted for:
Size changes
Colour changes
Same product in a different variant
Change-of-mind (at our discretion)
If the replacement item is unavailable, we may offer:
Store credit
Refund (if ACL requires)
8. Items Lost or Damaged During Return Transit
Customers are responsible for safely packaging the item for return.
We recommend:
Using tracked postage
Keeping proof of lodgement
If the return is lost in transit and no tracking is provided, we may not be able to process the refund.
9. How to Request a Return
To lodge a return request, contact:
Include:
Full name
Order number
Reason for return
Photos or supporting details (if applicable)
Our team will respond within 1–2 business days.
10. Contact
For all returns, warranty, or product concerns:
sales@theonlinegrocer.com