Terms and Conditions

FREIGHT AND DISPATCH TIMES

Most orders are processed 1-2 business days after the order has been made and dispatched shortly afterwards. We use a combination of Couriers Please, Fastway, Sendle and Australia Post to ensure a competitive postage rate and fast delivery, depending on your delivery location. All these carriers provide tracking numbers, which are forwarded to you once pickup is made. If you have a specific preference for a freight provider, please notify us of this ASAP.

For priority processing of your order, an extra flat rate charge of $10 per order will apply. You will need to notify us if your order is urgent so we can work with you to ensure the fastest arrival time possible 🙂

AUTHORITY TO LEAVE OR LEAVING A CARD FOR PICKUP

We highly recommend that you advise us of whether you are happy to provide an AUTHORITY TO LEAVE for your parcel. Without this permission we will normally state that a signature on delivery is required (especially on valuable items), to avoid possible theft from light-fingered neighbours and the like. This also means that items will be undercover from the elements and will arrive in the same pristine condition it was when it left us. We understand that this can sometimes be an inconvenience of a day or so until you receive your item so we encourage you to communicate with us as to what your preference is and the best delivery address for prompt and accurate delivery.

FREIGHT COMPANIES & DELIVERY TIMES

Unfortunately delivery times can vary widely dependant on Carrier Business (Australia Post etc) and individual workers/drivers, and as a result estimated delivery dates and the reality can vary greatly. We are just as frustrated by this as you are, mostly as it is very much out of our control. If they were within our control, everyone would have next day delivery for a pittance. lol
To ensure a faster delivery time after your order is made, we aim to process and send your order ASAP. We reserve the right to use the delivery company that deem most appropriate based on goods, risk and suitable delivery cost/timeframe. We also provide tracking numbers for 99% of our items dispatched to allow monitoring of the item condition and location from our place to yours.

Should there be any concerns for the length of time an item is taking, please contact the Courier Service directly as most of the time you can get more information that we can (as you are the receiving customer). We welcome being kept in the loop with any issues that you have and will provide feedback as appropriate to the staff we are in contact with with these Courier Services but please understand that our hands are mostly tied once the item leaves our hands…

MISSING OR UNDELIVERED PARCELS

Unfortunately freight carriers, irrespective of who they are, are not 100% reliable. We do our best by ensuring that tracking is included in the postage costs (and a majority are sent ‘Signature on Delivery’ to ensure safe delivery).

We will always work with you to locate lost, undelivered or delivered but unlocated parcels but whether us (as the person who has engaged the freight service) or yourself (as the customer receiving the parcel) are the person in charge of the investigation varies from carrier to carrier. Either way, we can always get the issues worked out in your favour.

LOST PACKAGES

If your have a package that was marked as delivered but you have not yet received it, we ask that you take the following steps:

Check with your neighbours, family members or front office (if applicable) to see if the package was left there.
Contact Christine at enquiries@suburbanchooks.com.au and include your order number and just let us know what your freight company and tracking number was (emailed to you at dispatch). You will then need to lodge a lost item report. We kindly request that you report your lost or stolen shipment within 7 days of the marked delivery date after inquiring with your family, neighbours and post office.
Once a shipment has been marked as ‘delivered,’ we are no longer responsible for the package, but we will help in any way we can.
Please note; Suburban Chooks is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout (we can provide a copy of where items were sent, as per order confirmation)
In the rare event your order is incomplete or damaged, please contact us at accounts@suburbanchooks.com.au so we can work with you to rectify the issue. Please keep all packaging and take photographs so we can assess your issue without delay.
Your satisfaction is very important to us and we will work with you quickly to resolve any problems with your order. Suburban Chooks will cover any costs of return and re-shipping for orders where there is an error by us.

REFUNDS AND RESTOCKING FEE

Refunds will not be given on ‘change of mind’ items as per Consumer Law. Customers who have purchased items that are deemed faulty or are not doing what their intended purpose was/is are first offered an exchange of the same item or same value item. Customers who pursue a refund will forfeit a 20% restocking fee.

By law, refunds can only be given using the same method that payment was made. To clarify, if you pay via Paypal, your refund will be made via Paypal. It is illegal for us to refund in any other way. If you have paid via Afterpay, you will need to contact both the seller (us) and Afterpay to confirm the process. This will be dependant on whether you have paid any installments towards your item etc.