Shipping & Returns
SHIPPING & RETURNS
POSTAGE
At Robin Food’s we despatch all orders via Australia Post or Fastway. (Depending on the size or number of shipping boxes required), as we believe it is the safest, most reliable and cost effective way of despatching confectionery items to our customers. It is also fully trackable. Once we have despatched your order you will receive via email a consignment number and details that will allow you to track the progress of that order.
CALCULATING THE COST OF FREIGHT AND PACKAGING (Freight Guide Table below)
Due to the varying weights and sizes of our products (and the many destinations throughout Australia) shipping costs will need to be calculated on each individual order.
.... Steps for calculating the cost of your freight
1. After you have proceeded to the checkout, your order will be transfered to Robin Foods for our staff to calculate the most reliable, cost effective shipping.
2. We will email you with your new balance (including freight).
3. If you accept the freight charges, please pay invoice in full (including the shipping charges)
4. Once your payment is received and cleared, your goods will be despatched.
5. If you are not happy with the freight costs, you are most welcome to organise your own collection from our warehouse. Once payment is received/cleared, we will email you when your order is ready for collection.
FASTWAY FREIGHT GUIDE
Costs Throughout Australia
- BRISBANE $7.70 for up to 25kgs ($7.70 for each 25kg thereafter)
- CBD & Local Surrounding Suburbs
- Delivery Times: 1 - 2 Days
- Queensland Towns of Mackay, Capricorn Coast, Wide Bay
- $12.50 for up to 5kgs ($3.85 for each 5kgs thereafter)
- Delivery Times: 1 - 2 days
- Townsville & Cairns $18.00 for up to 5kgs ($3.85 for each 5kgs thereafter)
- Delivery Times: 2 - 3 days
- Sunshine, Gold Coast, Toowoomba, Gympie, Tweed Heads, Dalby, Gatton, Warwick $10.00 for up to 25kgs ($10.00 for each 25kgs thereafter)
- Delivery Times: 1 - 2 days
- Sydney & ... Northern Rivers, Coffs Harbour, Port Macquarie, Newcastle, Central Coast Sydney, Canberra & Woollongong.
- $12.50 for up to 5kg ($3.85 for each 5kg thereafter)
- Delivery Times: 2 - 3 days
- Adelaide, Albury, Launceston & Hobart
- $18.00 for up to 5kgs ($3.85 for each 5kg thereafter)
- Delivery Times: 2 - 3 days
- Perth $29.65 for up to 5kgs ($3.85 for each 5kg thereafter)
- Delivery Times 7 - 10 Working Days.
Please be advise that the above is a guide only. As soon as we calculate your freight cost we will email you asap.
PACKAGING
To do our bit for the environment it is Robin Foods’ policy to recycle the boxes we receive from our suppliers. Subsequently the branding on the outside of the box might not accurately reflect the contents within the box. In line with this policy Robin Foods attempts to use as little packaging as possible. Therefore multiple orders of any given product, where possible, will be packaged in larger sized denominations unless you specifically request otherwise via email or through the ‘comments’ section at time of ordering.
DESPATCH SCHEDULE
At Robin Foods we will endeavour to despatch all orders within 48 hours from receiving clearance of payment of your order. However as a general rule we do not despatch orders to addresses outside of Queensland on a Thursday or Friday. This is because your parcel may be exposed to heat or wet damage if it is left in a delivery van or freight warehouse for the duration of a very warm or particularly rainy weekend.
DELIVERY TIMES
Approximate Delivery Times form the date of Shipping in ‘Business Days’.
BRISBANE: Next Day
SYDNEY: 2 – 3 Days
MELBOURNE: 3 – 4 Days
ADELAIDE: 4 -5 Days
PERTH: 7 – 10 Days
DARWIN: 5 – 10 Days
Regional Areas may take an extra day or two.
Our primary Transport Courier is Fastway Couriers, as they provide an on-line tracking and will require a signature by the addressee. Therefore it is very important for you to choose an address where someone will be there between 7am – 4:30pm to accept your delivery. (ie. Work Office? Family Member?). If this is not possible, please state this in the comments section and we will endeavour to send your parcel out through Registered Australia Post (which may incur an additional charge) ….In this instance, if there is no one to accept your parcel at your nominated address, it will be sent to your closest post office for you to collect at your convenience.
RETURNS POLICY
Please choose carefully as we cannot refund or accept return for food products that differ in taste, to your expectations. If there is a problem with your order, please contact us IMMEDIATELY to resolve the issue.
We will provide an exchange or refund if we are satisfied that the products you received are not the ones you ordered. To make a claim, please email us in the first instance, no longer than 48 hours after receiving your goods. You will then need to return the products to us so we can fully consider your refund. In such cases, return postage costs will be refunded to you if the goods you received are found to be incorrect. Due to the policy outlined in the Despatch Schedule and our unwavering commitment to never knowingly sending customers damaged or out of date products, we will not consider refund claims for damaged goods by any customer who chose not to use our nominated transport.
OUT OF STOCK ITEMS
Out of Stock items are generally restocked within 2 - 4 weeks. However as many of our products are imported from overseas, delays from suppliers or at customs can sometimes mean we have to wait to receive them. In such circumstances your patience is very much appreciated. If your order is of an urgent nature we strongly suggest you contact us first to request availability advice prior to placing it.