faq

There are a number of ways you can locate a product on our website. The easiest way is to browse through the categories on our main menu at the top of the web page and then click on the desired product category.

We know how frustrating it can be when you have your heart set on something, then, when you go to buy it, you find it’s out of stock.

However, some of our most popular coffee blend products will run off the shelf very quickly, so you need to be fast and get it before someone else does. We try to keep our coffee blends as fresh as possible so you can experience the same freshness we do.

Should you find that any one of our advertised products is unavailable, please don’t hesitate to contact our Customer Care Team. We will do what we can to accommodate your needs as efficiently as possible.

As soon as our dispatch team ships your order you will automatically receive an email confirming your order is on its way.

Our dispatch team works around the clock so you may receive email notification of your order during the day or night depending on the exact change in status of your order.

Most orders can be tracked via your Metrio Coffee Account.

All domestic orders destined for Metropolitan areas are generally delivered within 3 business days of dispatch. Non-metropolitan areas may take up to an additional 5 business days for delivery.

You order may be delivered anytime between 7am and 6pm. A signature may be required on receipt. If you are unavailable to take delivery of your parcel, the carrier will leave a note advising you how to make further arrangements to pick up your item(s).

Unfortunately our delivery partners do not deliver on public holidays or weekends.

Yes, we can ship internationally but this is subject to a list of approved countries. Some countries have very strict import guidelines and regulations. There are also some countries that prohibit the importation of coffee, be it green or roasted.

Please email customerservice@metriocoffee.com.au for all postage quotations prior to ordering. We also suggest you refer to the import restriction list of your country’s local customs department. Please refer to our shipping & postage page for more information.

Our shipping department will do its utmost to ensure your order is received successfully but will not be held responsible for items stopped by customs, and for any duties, taxes and other fees imposed by the destination country.

At present, Metrio Coffee products are sold exclusively online.

We are solely an online coffee resource centre and store, which means you, can shop with us 24 hours a day, 7 days a week, from the comfort of your own home.

If you have received an incorrect item, an item is missing from your order, or something is otherwise wrong with a product you have ordered, please email accounts@metriocoffee.com.au and we will sort it out with the right item or a replacement item.

All our goods are thoroughly checked and tested by our dispatch team before being approved for delivery clearance.

If you believe there is a fault with an item you have received, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

We aim to resolve any issue with a faulty item as a matter of priority but we need you to tell us as soon as you identify the fault so we can resolve the issue for you as quickly as possible. Please include as many details as you can about your order and your complaint and we will get it sorted out asap.

Yes we do have a returns policy. Please refer to our returns policy for more information. Should you have any other questions or require further information, please send an email to customer care team customercare@metriocoffee.com.au.

If you have received an incorrect item in your order, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

If an item is missing from your order, please let our customer care team know as soon as possible by sending an email to customercare@metriocoffee.com.au.

Delivery and handling charges are not refundable. Please refer to our returns policy for more information.

If we have made a mistake with your refund we do sincerely apologise. Please contact our customer care team as soon as possible by sending an email to customercare@metriocoffee.com.au.

Please note your refund amount may differ due to delivery and handling charges not being refundable components of an order and/or any discounts applied to your order at the time of sale no longer being applicable.

Unfortunately gift vouchers cannot be cancelled and the value assigned to a gift voucher is non-refundable.

Commodities such as coffee and its associated products (e.g. cocoa and sugar) react to market prices and are susceptible to market movements worldwide. Consequently these market price changes must be reflected in wholesale and retail price adjustments. There is no refund available based on differences in price.

An account must be created to be eligible to shop at the Metrio Coffee online store. An account can be set up in one of two simple ways. The first way is to create an account at the same time as you check out your first order. The second method is to create an account via our 'Create an Account' menu tab and follow the new user profile.

Setting up an account will allow you to order without having to fill in your details every time you shop with us and will provide you with benefits such as order tracking and access to exclusive offers and competitions.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps onscreen and remember to have your payment and address details on hand.

We offer numerous payment options, so your shopping experience is as simple and hassle-free as possible. We also take security very seriously, so your details will be safe with us.

• Visa
• MasterCard
• PayPal

All Credit and Debit Card Holders are subject to validation and authorisation by both us and the card issuer to maintain security and prevent fraud.

If your card is authorised, payment will be taken immediately and you will be notified via email that your order has been successful.

If your card is not authorised, payment will not be taken, and we’ll email to let you know why your bank or card issuer wouldn’t authorise the payment.

When you receive your Metrio Coffee gift voucher we recommend you register it as soon as possible.
To register the voucher you will need to set up a Metrio Coffee account. Once you log in into your account, add the 10 digit voucher code into the specified voucher cell and click on the ‘Update’ button to apply the voucher value to your account.

This will lock the voucher to your user ID and immediately add the credit to your account, ready for purchase. Once your voucher is registered, any credit associated with it cannot be transferred to another account or party.

If you have locked your voucher, your credit will automatically appear at the checkout stage of buying. All you need to do is press ‘Redeem Voucher’ otherwise you will need to enter the 12 digit code (something like z50-y6k-cos-402) before you complete your purchase.

If your order total is more than the value of your gift voucher, the remaining balance must be paid via an alternate payment method (e.g. credit card, paypal).

Any unused credit left on your gift voucher will be associated with your account to be used at a later date (although still must be used before expiry date to be valid).

You will have 12 months to use the entire value of the voucher. Any residual or remaining credit will automatically expire after this time.

If you have lost your voucher please contact our Customer Care Team as soon as possible by emailing customercare@metriocoffee.com.au with details of the purchase (e.g. date of purchase, purchaser, value, etc).

Our Customer Care Team will then locate and match the details on our system and re-issue the voucher to you.

If your recipient has yet to receive their gift voucher, please ask them to check their junk mail or spam email folder. If it still cannot be located please contact the Customer Care Team by emailing customercare@metriocoffee.com.au.

Unfortunately an order that has been confirmed and paid for cannot be amended or cancelled.

At Metrio Coffee we believe we have a responsibility to our customers, workers and supply partners to ensure that most products sold through http://www.metriocoffee.com.au are grown and produced under acceptable conditions and in an ethical way.

If you would like to know more about our work in this arena, please contact our Customer Care Team by sending an email to customercare@metriocoffee.com.au.

If you are having problems accessing or purchasing from our website we recommend you make sure you have the latest updates and patches for your operating system and browser.

If you are still experiencing issues please contact our Customer Care Team by sending an email to customercare@metriocoffee.com.au.

When emailing our customer care team please do not forget to include the following information:

• Operating System (e.g. Windows XP, Mac OS X)
• Internet Browser (e.g. Mozilla Firefox v7, Internet Explorer v9)
• Time & Date Problem Occurred
• Cut & Paste Error Message Displayed

Any item you add to your shopping cart will be reserved for you for 1 hour while you carry on shopping or browsing our website. After 1 hour has passed, the items you have added to your cart will be removed and other customers will be able to buy them.

Items disappearing from your shopping cart within the reserve time may be caused by the use of your browser back button rather than selecting one of the ‘Continue Shopping’ buttons/links within our shopping cart page(s).

If you are still having problems with your shopping cart please contact our Customer Care Team by sending an email to customercare@metriocoffee.com.au.

Your username and/or password may be incorrectly entered (noting the username & password fields are case sensitive).

If you have forgotten your password, just type in your email address in to the ‘Forgotten Password’ box on the sign in page and we’ll send you a confirmation email with your password.

If you still have issues logging into your account, please send an email to customercare@metriocoffee.com.au.

Please note if you type in the wrong email address and/or password 3 times, you won’t be able to log in into your account for the next half hour.

The security of your information is of the highest priority. We use one of the most secure online product ordering systems on the net and we are constantly researching and improving our software to ensure we offer the highest possible protection at all times.

Our systems utilise Secure Sockets Layer (SSL) data encryption technology, the most advanced security protocols available which protects your personal details and payment information when it is passed from your computer to our website so that it cannot be intercepted by someone else in transit.

Our 256-Bit SSL Data Encryption system has the following features:

• Authentication – ensures that the user is identified and that the data is being sent to the correct destination.
• Encryption – this encodes or scrambles the data, so that it cannot be read by any unintended entities.
• Data Integrity – this checks the data being transferred to ensure it has not been altered.

MasterCard SecureCode is a simple and secure way to pay, utilised by thousands of online stores. A private code known only to you and your bank, your SecureCode enhances your existing MasterCard account by protecting you against unauthorised use of your card when shopping online at participating online retailers.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your MasterCard.

You will be asked to come up with a password (known as a SecureCode) for your MasterCard. You will only need to do this once. Then, whenever you use the card online, you will be asked to enter the password when you check out.

If you have already registered, you will be prompted to enter your SecureCode when you order.

We don’t currently require MasterCard users cards to sign up for SecureCode to be able to place an order with us.

To find out more about these services visit the MasterCard SecureCode Website.

Verified by Visa is a new way to add safety when you buy online. With added security to your existing Visa Card, Verified by Visa ensures that only you can use your Visa Card online. It’s easy to activate for your existing Visa Card and it’s free.

To register for Verify by Visa please contact your card issuer who will be able to guide you through the easy activation process.

If you have already registered, you will be prompted to enter your ONE TIME PASSWORD (OTP) when you order. This OTP will be sent via SMS to your nominated mobile (cell) phone which you have provided to your Visa Card Issuing Institution.

Once you are prompted to enter your OTP into the Verified by Visa password field, you will have 5 minutes from receipt of your OTP to enter it before proceeding to complete your order. If more than 5 minutes elapses from the time you receive your Visa OTP and you have not entered it into the password field, your order will be cancelled.

We don’t currently require Visa Card Users to sign up for SecureCode to be able to place an order with us.

To find out more about these services visit the Verified by Visa Website.

If your payment has been declined please check your saved payment details (credit card details) within your Metrio Coffee Account to confirm they are up-to-date and correct.

If the problem persists please try using another payment method or credit card to confirm and place your order.

If you have any further questions or queries relating to payments please contact our customer service team by sending an email to customercare@metriocoffee.com.au.