Shipping policy

PLEASE READ OUR SHIPPING POLICY BEFORE PLACING YOUR ORDER

This Shipping Policy forms part of our Terms of Service and applies to all orders placed through our website.

By placing an order, you acknowledge and accept the terms below, including our warm weather shipping terms.

1) Order Processing Times

All orders are processed within the timeframes stated below (excluding weekends and public holidays). Processing time refers to the time required to prepare and dispatch your order and is separate from shipping/transit time.

Processing time estimates

Freeze-Dried Candy & Crunch Crème Jars: typically 2–5 business days
Dubai Chocolate Bars: typically 2–5 business days (production/processing time)

Processing times are estimates only and may change due to demand, seasonal peaks, supplier delays, or operational requirements.

You will receive:

an order confirmation email after purchase, and
a shipping confirmation email once your order has been dispatched.

2) Shipping Timeframes & Carrier Delays

We ship using Australia Post (and/or other carriers where applicable).

Please note:

shipping timeframes are estimates only
delivery dates are not guaranteed
carrier delays can occur due to events outside our control (e.g. weather, peak periods, service disruptions)

Once your order has shipped, we recommend using the tracking link provided for the most accurate delivery updates.

3) Fragile Products (Freeze-Dried Items)

Freeze-dried products become fragile during the freeze-drying process. Minor imperfections (including cracking, crumbling, or breakage) can occur during transit.

This does not impact flavour, freshness, or safety and is considered normal for freeze-dried goods.

4) Shipping Rates (Australia & New Zealand)

All shipping prices are shown in AUD.

Australia (Domestic)

Standard Shipping (AUS): $10.95 (flat rate)
Estimated transit: 2–8 business days*
Express Shipping (AUS): $23.95
Estimated transit: 1–4 business days*

New Zealand (International)

Standard Shipping (NZ): $27.50
Estimated transit: 5–8 business days*
Express Shipping (NZ): $33.51
Estimated transit: 3–6 business days*

* Transit time estimates are subject to carrier freight times and delays.

5) Express Shipping Clarification

Express Shipping refers to the shipping/transit speed only. It does not reduce processing/production time.

Express Shipping – Freeze-Dried Products

Processing time: 2–5 business days
Express transit: 1–4 business days*

Express Shipping – Dubai Chocolate Bars

Processing time: 2–5 business days
Express transit: 1–4 business days*

6) Mixed Orders (Freeze-Dried + Dubai Chocolate Bars)

If your order contains both:

Freeze-Dried products / Crunch Crème Jars, and
Dubai Chocolate Bars,

your order will be processed according to the Dubai Chocolate Bars processing timeframe (up to 5 business days).

Dispatching mixed orders

Mixed orders are dispatched together by default
We do not split and ship items separately unless stated otherwise by us

Shipping upgrades for mixed orders

If you select Standard Shipping at checkout and your order contains Dubai Chocolate Bars, your shipping may be automatically upgraded to Express Shipping to reduce time in transit. The shipping rate will be shown at checkout.

7) Free Shipping (Australia)

We offer FREE Standard Shipping (Australia) on orders over $80 AUD (unless otherwise stated).

Free shipping thresholds and eligibility may change at any time.

SHIPPING DURING SUMMER / WARM WEATHER

8) Warm Weather Shipping Terms

During warm weather, chocolate products may soften or melt, and food products may be impacted by heat exposure.

While we take extensive precautions, customers acknowledge and accept the risks of shipping food products in warm conditions.

9) Our Packaging Method (Heat Mitigation)

To reduce heat exposure, we pack chocolate items using:

standard protective bubble wrap
dry ice packs placed above and below products
metallised insulated foil bubble wrap
outer cardboard shipping carton (not a fully insulated cooler)

Orders are stored in a cool, controlled environment prior to dispatch.

Gel pack performance

Frozen gel packs typically remain cool for approximately 18–24 hours, however performance may be reduced in high temperatures (especially above ~30°C) and extended transit conditions.

10) No Guarantee Against Melting / Heat Damage

Despite our best efforts:

we cannot guarantee products will not melt or soften during shipping
Australia Post and carriers do not provide warranties for melted/spoiled items
heat exposure may occur during transit or after delivery (e.g. parcels left in the sun)

By placing an order during warm weather, you accept these risks.

11) Refunds / Exchanges for Melted or Heat-Affected Items

Due to the perishable nature of our products:

Refunds, returns, or exchanges will not be provided for melted, softened, or heat-affected items, including chocolate melting or product quality changes caused by warm weather exposure.

This policy does not exclude any rights you may have under Australian Consumer Law.

12) Tips to Minimise Heat Risk

To reduce the chance of melting/spoilage, we recommend you:

Choose Express Shipping to reduce transit time
(Note: Express shipping does not reduce processing time — please review processing times before ordering.)
Order early in the week to reduce depot delays over weekends
Check your local weather forecast before ordering
Be available for delivery
Australia Post may use “Authority to Leave.” If you do not want parcels left unattended, leave a note at checkout.
Consider your location
Rural and remote areas may experience longer transit times and less frequent delivery schedules

13) Order Tracking

When your order ships, you will receive a shipping confirmation email with tracking details.

Please allow up to 48 hours for tracking updates to appear after dispatch.

14) Missing Deliveries / Delivery Issues

If you have not received your order within the estimated delivery timeframe after receiving your shipping confirmation email, please contact us at:

sales@freezemycandy.com.au
Include your full name and order number.

15) Returns, Refunds & Exchanges

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

Please refer to our Refund Policy for full details.

16) Contact Us

If you have any questions about shipping, processing times, or warm weather terms, please contact:

sales@freezemycandy.com.au, or;

via our Contact page