Shipping policy
SHIPPING POLICY
Thank you for visiting and shopping at SMOOCH Drinks Pty Ltd. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this email as proof of your purchase.
2. Shipment Processing Time
Processing time refers to the time it takes for us to prepare your order for shipping.
After your payment is authorised and verified, all orders are processed within business days. We will contact you if, for some reason, there are any delays.
However, some orders may ship within as few as 1 day and some may take up to 3 days.
3. Shipment Locations
3.1. Domestic Only
SMOOCH Drinks Pty Ltd does not ship internationally at this time. We ship domestic only - anywhere in Australia.
3.2. Shipping Restrictions
Our company does ship to both commercial and domestic addresses. Customers can have their products shipped to a P.O box.
4. Shipment rates and delivery estimates
We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
(a) Standard Shipping
The order will arrive within 2-5 business days (metro), 5-10 business days (regional) business days.
Standard Shipping costs $10.00 (free for orders over $100).
(b) Please note:
(i) Business day means Monday to Friday, except holidays.
(ii) Orders are not shipped or delivered on weekends or holidays.
(iii) Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
(iv) Products may be delivered in separate shipments.
(v) When placing your order, we consider these factors when calculating the Estimated Delivery Date:
(A) Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
(B) Weight factor: Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.
(vi) Due to busy periods including product launches, sales events, and public holidays may cause delays to package processing and dispatch from our facility., packages to and from our facility in Melbourne may be delayed. We appreciate your patience during this time.
(vii) We will not be responsible for wrong shipping address if you provide incorrect information.
5. Tracking Options
SMOOCH Drinks Pty Ltd aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.
5.1. Domestic Only
All orders delivered within Australia automatically have tracking.
6. Damages
If there is any damage to the packaging on delivery, contact us immediately at rach@smoochdrinks.com.
7. Missing or Lost Package
There are several reasons why a package gets lost or becomes a deliver exception. We've found that, more often that not, the package is either in the building or with a neighbour. SMOOCH Drinks Pty Ltd politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at rach@smoochdrinks.com to report missing or lost packages.
8. Questions
If you have any questions about the delivery and shipment of your order, please see our FAQ page, www.smoochdrinks.com/FAQ, or contact us at rach@smoochdrinks.com.
9. Package Investigation and Liability
If a package remains missing after initial search, customers must report this to relevant service provider within 2 business days of the expected delivery date. This will initiate an investigation with the courier service. While we will assist with tracking and claims, our liability is limited to the original purchase value of the items. Refunds or replacements will be processed only after completion of the investigation and confirmation of loss.