SHIPPING & RETURNS
At Moo-Lolly-Bar we dispatch all orders via either Australia Express or Registered Post (depending on the size or number of shipping boxes required) or Fastway Couriers, as we believe collectively they are the safest, most reliable and cost effective way of dispatching confectionery items to customers in a warm weather country like Australia. Both methods are also fully trackable.
Of the two, Fastway is our preferred method so if you live in non-remote areas of Queensland, New South Wales, Victoria or Adelaide and Canberra we will more likely than not send your order via this courier as standard.
Similarly if you live in parts of the country that Fastway does not service in a timescale of less than 1-4 working days then your order will be dispatched via Australia Post.
As a general rule any order that can fit into an Australia Express or Registered Parcel Post 3kg or 5kg satchel will be sent via that method. If the products you ordered do not fit into an Australia Express or Registered Parcel Post 3kg or 5kg satchel then they will be sent to you via Australia Registered Post.
Regardless of the courier we use you will receive via email a tracking number that will allow you to track the progress of that order. Either by visiting http://www.auspost.com.au/ or http://www.fastway.com.au/.
CALCULATING THE COST OF POSTAGE AND PACKAGING
At Moo-Lolly-Bar, if you place an online order worth $150 or more, we will ship your order for free via either Australia Registered Post to any business, residential or PO Box address in Australia or by Fastway to any business or residential address.
If the value of your order is less than $150 then the cost of postage to you is $15.
If you have spent more then $150 and are therefore entitled to free postage via Australia Registered Post or Fastway we would still highly recommend that you upgrade to the Warm Weather Shipping option in the warmer months, especially if you live in remote parts of the country or those that are not near any of the main state capital.
This is because it can take anything from 4-6 working days to reach your address from our base on the Sunshine Coast in QLD, so by choosing the Warm Weather Shipping option it will significantly improve the chances of your order arriving to you in the perfect condition in which it left Moo-Lolly-Bar.
Due to the policies outlined on this page, and our unwavering commitment to never knowingly sending customers damaged or out of date products, we will not consider a refund claim for damaged goods by any customer who did not purchase a warm weather shipping option.
PACKAGING
To do our bit for the environment it is Moo-Lolly-Bar’s 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 Moo-Lolly-Bar 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 an email to info@moolollybar.com.au.
From time to time this might involve taking products out of its original box packaging.
DISPATCH SCHEDULE
At Moo-Lolly-Bar we operate on an ‘order in basis’ which means we only order products from our suppliers once we receive an order from you. This is designed to provide you with a fresher and better quality of product.
Although we endeavour to dispatch all orders within 48-72 hours of receiving them it is sometimes the case that it might take us a little longer to source the product, especially if they are being imported into Australia, are made to order by the manufacturer, or if our own suppliers are currently out of stock of that item. Should this be the case you will be informed via email of the expected date of dispatch as soon as we have that confirmed to us by our supplier.
DELIVERY SCHEDULE
All orders are dispatched from the Sunshine Coast in Queensland. Typically orders sent via Australia Express Post will take between 1-3 working days to reach you after we have sent them to you depending on exactly where you live. As Australia Express Post guarantees next day delivery to the CBD of every state capital in Australia basically the closer you live to your state capital the greater your chances of receiving the order one day after dispatch.
Typically orders sent via Australia Registered Post will take between 1-3 days to reach most destination in QLD, 2-3 days to reach most destinations in ACT and NSW, 3-5 days to reach most destinations in SA and VIC and 4-6 days to reach most destinations in NT, WA and TAS depending on where exactly you want your order send to.
Fastway Couriers typically take 1-3 days to deliver orders to Queensland and New South Wales. For Adelaide, Canberra and Victoria it takes typically 2-4 days to reach these destinations.
As a general rule we do not dispatch 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.
According to Australia Post they can deliver the order at any time between 8am – 8pm depending on your geographical location and whether or not it is a peak period. (For Fastway the time is between 8am and 6pm).
In the event of you not being home at the time of delivery your order should either be placed on your doorstep or dropped off at your closest post office, at the discretion of the Australia Post or Fastway representative who is delivering it. When placing your order and advising of your delivery address it might be an idea to have it sent to your place of work or to an address where you can guarantee someone will be in to collect it.
N.B. If your order is of an urgent nature, say for a wedding, birthday or party, or you require delivery by a specific date, please email info@moolollybar.com.au in the first instance to let us know of the date you require it by. We will then confirm with you if we are able to meet this deadline before requesting you place the order.
The reason we ask you to do this is because we cannot be held accountable for failure to dispatch your order in time for a specific date if you do not make us aware of your desire for us to do so before you place the order.
DISCLAIMER
Australia Post and Fastway are completely independent organisations to Moo-Lolly-Bar to which we have no direct operating control over.
For this reason we cannot and will not accept responsibility for any delays, errors or failures of delivery by either of them. We will however always work with the customer to ascertain the status of their orders whilst it is in transit.
AVAILABILITY
As Moo-Lolly-Bar operates on an ‘order in basis’ we do not have stock on hand.
This business model is designed to provide you with a fresher and better quality of product.
In the event of you ordering a product that our supplier informs us is out of stock at the time of your order, or is made to order, it can on occasion take upwards of 12 weeks for this product to arrive with us depending on their manufacturing or importing schedule.
Therefore if your order is of an urgent nature we strongly suggest you contact us first to request availability advice prior to placing it.
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.
Furthermore whilst we always strive to provide you with products that have as long a run up to their ‘Best Before’ date (which always refers to the last day of that month) as possible, Moo-Lolly-Bar has no control over the products we receive from our suppliers.
If you require your order for a specific date i.e. a wedding or event please let us know via email (info@moolollybar.com.au) at the time of placing it, so we can ensure you will receive products that are well in date.
Unless you tell us prior to our dispatching of the order to you we will have no way of knowing when you need it for.
AS A RESULT MOO-LOLLY-BAR ENFORCES A POLICY THAT ALL SALES ARE FINAL.
By placing an order with Moo-Lolly-Bar you automatically agree to this.
In view of this we will not entertain a request for return or refund if you failed to inform us via email before placing an order that you need it for a specific date.
REFUND/REPLACEMENT FOR UNAVAILABLE PRODUCTS
Should you order a confectionery product that we are unable to source e.g. due to it being discontinued, a significant delay in the supply chain or it being a limited edition, we will provide you with the option of either a replacement(s) to at least the same value of the unavailable product, or a refund for the amount you paid for it.
As we operate on an ‘order-in’ basis and do not have stock on hand, if you ordered multiple products and we have already sourced them for you from our suppliers, we will not consider requests to cancel your whole order if one or more of the items you ordered is unavailable.
Instead we will supply you with the products you ordered that we have purchased from our suppliers and issue you with a refund for the full value of the unavailable product(s) if you do not want replacements for them.
REFUND EXCEPTIONS
As a general rule, because of our ‘order-in’ policy we will not offer a refund for orders where you simply change your mind.
However we may do this on a case by case basis. In such circumstances please note refunds can take up to 6 weeks to be issued to you.
WARM WEATHER SHIPPING
Although we offer FREE POSTAGE via Australia Registered Post or Fastway Couriers as standard for all orders over $125, in the warmer months of summer (1st December to 28th Feb) we would highly recommend that you upgrade to the Warm Weather Shipping option, especially if you live in an area of the country where temperatures regularly exceed 30 degrees celsius.
Given the timeframe of delivery by Australia Post or Fastway from our office on the Sunshine Coast to your address it will significantly improve the chances of your order arriving to you in the perfect condition in which it left Moo-Lolly-Bar.
Due to the policies outlined on this page, and our unwavering commitment to never knowingly sending customers damaged or out of date products, we will not consider a refund claim for damaged goods by any customer who did not purchase a warm weather shipping option.
