We've updated our Shipping Policy which now includes Shipping Terms for Summer and warm days in general. Please read this policy before placing your order.

PLEASE READ OUR SHIPPING POLICY BEFORE PLACING YOUR ORDER

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. The processing days are additional to the standard shipping time. Our processing times are estimates only and are subject change without prior notice to you.

Please be mindful that we are at the mercy of our carriers which sometimes experience delays completely out of our control. Whilst we strive to ensure your order is shipped and delivered in a timely manner, we can't guarantee its delivery date accuracy. Once you've received your shipping confirmation email, we recommend using the tracking number provided to track your parcel via the carrier's website for a more accurate delivery date.

The freeze dried products become fragile after the freeze-drying process, so imperfections and breakages of the packaged product are to be expected, particularly during transit.

Domestic Shipping Rates and Estimates

* = Subject to shipping carrier freight times and delays

** = Shipping prices shown are in AUD $

SHIPPING DURING SUMMER MONTHS AND WARM WEATHER

At Freeze My Candy, we take immense care when packaging your orders to ensure they arrive in the same excellent condition that they leave our warehouse. During warm weather, it's important that you understand the possibility of melting/spoiling.

Packaging

• Each item is first wrapped in standard bubble wrap, then;
• We place frozen dry-ice gel cubes under and over the item, over the standard bubble wrap, then;
• We wrap the item (with the frozen dry-ice gel cubes within) with metalized, insulated foil bubble wrap.
• Despite our effort to mitigate melting as much as possible, items are packed in a regular cardboard box which is not insulated.
• The items and parcels are kept at a cool, optimum temperature in our warehouse, which is a controlled environment.
• The frozen dry-ice gel cubes stay frozen for approx. 18-24 hours. In very hot weather (~above 30°C), the frozen dry-ice gel cubes are subject to melt quicker.
• Our frozen dry-ice gel cubes are not a guarantee against the prevention of chocolate melting, and Australia Post does not offer any form of warranty for melted/spoiled items.
• Whilst we go to great lengths to protect the products from heat exposure, we cannot guarantee against the prevention of chocolate melting, or freeze-dried products spoiling or becoming inferior.

Refund Policy

• We cannot guarantee that freeze-dried and chocolate items won't melt during shipping, particularly on warm days, despite our immense efforts to keep them cool.
• Refunds or exchanges will not be provided for melted/spoiled items. Please consider this before placing your order.

Tips to minimise melting during Transit

1. Choose Express Shipping: You may wish choose express shipping at checkout to minimise transit time (Transit times are completely out of our control) - **please check our processing and production times before choosing Express Shipping**
2. Consider Your Location: We are based in Sydney, NSW. If you reside in rural areas or locations with infrequent delivery schedules, please take this into consideration before placing your order.
3. Make yourself Available for Delivery: By default, Australia Post uses "Authority to Leave." If you don't want this, please let us know by leaving a note at checkout. It is best practice to ensure someone is available to receive the shipment to avoid the parcel being exposed to heat and sun exposure for a lengthy period of time.
4. Review your Local Temperatures: Chocolate is subject to melting! Check your local forecast before ordering.
5. Order Early in the Week: Place your orders at the beginning (or a week in advance) of the week to minimise the time parcels are stationed in a depot with uncontrolled temperatures - **please check our processing and production times before placing your order**

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within the estimated delivery time of receiving your shipping confirmation email (Australian customers), please contact us at sales@freezemycandy.com.au with your name and order number, and we will look into it for you.

Refunds, returns, and exchanges

We do not accept returns or exchanges, nor offer refunds on food-based products.

If you have any further questions, please don't hesitate to contact us at sales@freezemycandy.com.au.