Shipping policy

Please read 🙏

🔥🍫During SALES and SEASONAL periods, delivery will take much longer than usual. In SALES, please expect your order to take up to 2-3 weeks to be delivered.  If you do need your order urgently, please reach out to us by replying to your order email.

About delivery...We need your help 🤗.

When you buy products from us, we enter into a mutual agreement to get your food items to arrive to you in the best condition possible. Please be available to receipt the delivery or provide an address where someone can.🔥Suggestion: if you can't be home, place a large Esky outside with icepacks in it and put a note on it for courier.

LIMITED EDITION ITEMS WILL OFTEN TAKE LONGER TO SHIP THAN NORMAL SHIPPING TIMES.

Shipping summary (more detailed information is below this summary and thia may not apply during peak seasonal or sale periods):

• Click & Collect: you can pick up at our Store in Beenleigh (SE QLD). 
• We only use Express Services to ensure chocolates & Freeze Dried items are delivered to you quickly. We do not send via regular post. This is usually overnight.
• Delivery Price - current prices can be found here.
• When is order shipped?
  • Ordered before 1pm, usually dispatched next day.
  • Ordered after 1pm, usually dispatched the day after.
  • We ship Monday - Wednesday Australia wide. SE QLD Monday-Thursday
  • We mostly don't dispatch on Thursdays or Fridays so please allow for this.
  • Orders placed on Friday, Saturday or Sunday are treated as Monday orders so may not be dispatched until Tuesday.
  • Please contact us for any urgent delivery requests.

• Delivery 
  • All orders are shipped with Authority to Leave. 
    
  • Shipping normally takes 1-2 weekdays depending on your location. This timeframe does not apply during peak seasonal periods or sales promotion periods. 
  • We may hold orders if temperatures are >30℃ in either our location or the recipient location and wait until the weather cools.
  • We generally won’t ship on Thursdays or Fridays as the chocolates may be held in a courier warehouse over the weekend and we don’t risk the chocolates being incorrectly stored (unless local or going to a cool location).
    
  • If we expect it will not be delivered by the weekend, we may hold the order until the following week to minimise travel time.
  • Tracking: once you receive tracking information, please check on it so you know when your order is coming.
    
• A physical address is preferred so that someone is able to receive it.
  
• If it is a gift, as much as you want to surprise someone, you need to be sure someone will be there to receive the parcel.

Detailed Shipping Information

May I pick up my goods?

• Yes you may. Pick up from Poppy’s at 5/2 Spanns Rd Beenleigh is possible between 8.30am-4.00pm Mon-Fri (Friday 3pm close). Check Google for seasonal hours or Saturdays open/closed.

How are good sent?

• All Chocolates are sent via express air or road courier, usually overnight.
• Our chocolates are packed in Thermo Packaging. For orders of 3-4+ items, orders are sent in our custom made heat resistant boxes. For small orders, items will be packed in cardboard boxes with items wrapped in foil bubble. Ice packs are included if selected on the order and recommended, especially from Sept to April, to protect fragile items.

How long does it take?

• Shipping normally takes 1-2 weekdays depending on your location.
• We may hold orders if temperatures are >30℃ in either our location or the recipient location and wait until the weather cools.
• We generally won’t ship on Thursdays or Fridays as the chocolates may be held in a courier warehouse over the weekend and we don’t risk the chocolates being incorrectly stored (unless local or going to a cool location).
  
• If we expect it will not be delivered by the weekend, we may hold the order until the following week to minimise travel time.
• f the parcel is left at your house unattended, we do not take responsibility for loss or damage. Please check the tracking and be at the address on the date of delivery.
• Packaging – Additional ice packaging is available at checkout. Most chocolate companies charge $10 for this. If you don't purchase this, the chocolates are shipped at your risk.
• If the only option to freight takes more than 2-3 days, we may choose either to not ship or confirm with you that you will be taking responsibility for any damage or melting of the chocolates.
• If you do not want to have your order left without signature, then please advise us - however, this will incur an extra courier charge of minimum $10 if you are not there to receipt the goods and they are delivered to a Collect point or they are redelivered.
• You are welcome to organise your own freight/pickup.

How long will it take to despatch my order?

• Shipment will usually be organised within 1 business day after payment is confirmed. Exceptions do apply in Peak periods when there are special days/holidays such as Father's Day. Mother's Day, Easter, Christmas, Limited Edition Promotions and our volume is significantly higher than normal.
• If payment confirmed by 1pm, orders are normally shipped the next business day
• For orders placed on weekends, we normally ship these on Monday or Tuesday.
  
• We usually don't send orders out on Thursdays or Fridays due to the possibility of extended shipping times – they may be held until Monday. (We may ship Thursday if it is expected the courier will get it there overnight or the customer has requested it).
• Occasionally we do run out of some chocolates and freeze dried items or have a rush during sales and your order may be delayed due to high volumes or chocolates running out - if it is a significant delay, we will contact you to check whether this is OK or if you would like to swap for another item.

 Do you ship to regional and remote areas?

• Shipping for NT - we do ship to some locations in NT but advise not to in warmer months - if in doubt, contact us first. 
  
• Shipping to WA - we advise not shipping to anywhere other than Perth in the warmer months as other locations usually take 2 days or more and this is usually too long and the chocolates may melt.
• Shipping to FNQ/country QLD - if you know your deliveries normally take 2 or more days, we recommend not buying in the warmer months or ordering additional icepacks.
• Due to the length of time it takes parcels to reach some regional & remote areas, some of these areas may not be possible to ship to or may incur higher shipping prices. This will depend on the size of the order.
• If you are in a regional area &/or not sure whether your location is included in above shipping rates, please contact us BEFORE purchasing to check delivery times & whether we can ship to your area.
• If your address is in a rural location or to a Postal Box and freight quoted by our carrier is significantly higher than what we have charged you, the actual freight required to be paid may be higher. We will contact you to discuss if this occurs.
• Should you decide you still want us to send chocolates, even if we have advised the shipping time is considered a high risk for melting we are unable to take responsibility for the chocolates arriving in good condition – ie. They might melt.

What address should I use?

• When you order preferably provide a physical delivery address and ensure someone will be available to sign.
• Please note deliveries are during business work hours, so it would be best to use a work address, or your home address if you will be available all day.
• Our couriers do not deliver to Postal addresses.

Can I select a delivery date?

• You can select a preferred delivery date at Checkout.
• We can not guarantee delivery dates or delivery times as we use external couriers (Startrack, Australia Post, Aramex/Fastway) but we will do our best to try and ensure your parcel arrives on the date you request.
• When couriers are in very busy times, or your delivery location is more remote, we may send the order 2 days before the date requested. Thus, sometimes orders may arrive before the requested delivery date.
• If you have selected a delivery date due to being absent and can not have it arrive before then, please let us know so we can ensure it it only shipped the day before.

What happens if I am not there when they deliver?

• Our service is now automatically Authority to Leave.
• This does not imply it is OK to just have them delivered and not be there. The packaging will protect the chocolates for a limited time but sometimes this is just enough for them to be protected in a hot van and being left outside is not advised. They are chocolates and can easily melt or be taken by someone else.
• We do not take responsibility for delayed deliveries due to nobody being available to accept the parcel, incorrect addresses or if you redirect the parcel.
• If you ask for the parcel to be left without someone there, we do not take responsibility for the condition of the chocolates nor if the goods are stolen. (yes this happens -people steal them!)
• We also don’t take responsibility if the person receiving the goods at your delivery address eats your chocolates before you get them.

Please note that the courier may charge a re-delivery fee if they are unable to deliver the first time they attempt delivery which will be charged to you.

Can you ship overseas?

• NZ Yes and you should be able to place the order online with no issues. Please send us an email for any other locations as we have now taken USA deliveries down due to uncertainty with duty and customs processes and costs.