shipping & postage

shipping & postage

Domestic Shipping & Postage

When will my order be shipped?

most orders are generally dispatched within 2 to 3 business day from when payment has been confirmed. once your parcel has been dispatched our customer service team will notify you via email.

What if I am not home when you deliver my goods?

all our parcels are sent as registered and insured articles so a signature is required upon delivery receipt. our delivery contractors (australia post and various couriers) typically deliver during business hours so if you are not expecting to be home during business hours, we suggest, if practical to provide your work address as the delivery address.

delivery is usually attempted straight to your door. if there is no one available to sign for the delivery, or if the local postal service does not offer this direct service, then a card will be left in your mailbox advising you of either a post office to collect your parcel from, or in the case of a courier delivery, a contact number to call to re-arrange the delivery.

What are the standard postage and delivery costs?

shipping and postage is calculated at the checkout stage of the order process. postage costs are calculated by total weight of item(s), destination postal code and post delivery type.

If you require further information regarding shipping and postage please contact our customer service team by sending an email to customercare@metriocoffee.com.au.

How do I know when you have shipped my order?

Once your order has been dispatched from our warehouse we will email you with a notification of dispatch.

If you would like an update on the status of your order please contact please contact our customer service team by sending an email with your order reference number to customercare@metriocoffee.com.au.

Do you deliver to anywhere in Australia?

Yes, we do deliver around Australia to residential or business addresses. We do not deliver to PO Boxes.

Please note that if you live in an area that is generally considered difficult to access or is poorly serviced by Australia Post and/or couriers then we may not be able to deliver to you. In these cases we will offer you a full refund. For example, there are some restrictions to Norfolk, Christmas or the Cocos Islands.

Can I track the progress of my order?

When dispatch is arranged through Australia Post eParcel a tracking number is generated. We email you this tracking (consignment) number when it is generated at the time the goods are dispatched. If you wish to track your parcel thereafter, please visit Post eParcel http://www.eparcel.com.au and input your tracking number. If we dispatch your order using one of our courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.

Orders will typically be dispatched within 2 to 3 business days of your payment being confirmed (some products may take longer to dispatch).

General transit guidelines:

Sydney Metro: 1 - 4 business days
Other NSW: 2 - 5 business days
Brisbane, Canberra, Melbourne and Adelaide Metro area: 2 - 5 business days
Other Capital & Regional Areas: 3 - 9 business days

Over 90% of orders are shipped via Australia Post arrive within these transit times, and over 90% of orders shipped using our couriers arrive within these transit times.

However, if your order has still not arrived after more than 1 full business day after the end of the specified transit timeframes, please contact our customer service team by sending an email with your order reference number to customercare@metriocoffee.com.au.

Are you able to ship to Norfolk island?

While we consider Norfolk Island to be part of Australia and welcome customers from Norfolk Island shopping on metriocoffee.com.au/au, most carriers, other than Australia Post, consider Norfolk Island to be an ‘international destination’ and their delivery charges are priced accordingly. In addition they require customs declarations and other paperwork required for international shipping.

As such we have no problem shipping orders to Norfolk Island using Australia Post. The only limitation is that Australia Post will not carry parcels that are in excess of 20kgs or longer than 1.05 meters. So if you do happen to order an item that is heavier or larger than these dimensions, while our website will accept your order at the checkout stage, we reserve the right to cancel the order or amend the delivery charge to reflect our actual cost subsequent to the order being placed.

If we have to cancel the order we will refund any payments made.

For more information please contact customercare@metriocoffee.com.au to inquire as to whether we can ship an item or not to Norfolk Island.

Do you ship internationally?

Please refer to our International Shipping guidelines for more details or contact our customer service team on customercare@metriocoffee.com.au to inquire as to whether we can ship an item to your destination country.

How long will it take to receive my item(s) once I’ve made my payment?

Orders are typically dispatched within 1 to 2 business days of your payment being approved.

Orders will typically be dispatched within 2 to 3 business days of your payment being confirmed.

General transit guidelines:

Sydney Metro: 1 - 4 business days
Other NSW: 2 - 5 business days
Brisbane, Canberra, Melbourne and Adelaide Metro area: 2 - 5 business days
Other Capital & Regional Areas: 3 - 9 business days

Over 90% of orders are shipped via Australia Post arrive within these transit times, and over 90% of orders shipped using our couriers arrive within these transit times.

Do you combine shipping?

Yes, shipping is calculated to all item(s) that are added to your cart and processed at checkout.

What if I need an item by an urgent date?

We cannot guarantee by a certain date. All items are typically dispatched the next business day, once your payment has been confirmed. When dispatch is arranged through Australia Post eParcel a tracking number is generated. We email you this tracking (consignment) number when it is generated at the time the goods are dispatched. If you wish to track your parcel thereafter, please visit Post eParcel http://www.eparcel.com.au and input your tracking number.

If we dispatch your order using one of our courier companies you will receive a dispatch email advising you of the consignment number and link so that you can track and trace your order until it arrives at your address.

Do you offer Express Post?

Currently we do not offer Express Post facilities.

If you require further information please contact out customer service team by sending an email to customercare@metriocoffee.com.au.

Can I send my own courier to pick up from your warehouse?

Currently our warehouse is only used for the storage and facilitation of orders. It is not open to the public and items cannot be returned to our warehouse for exchange or refund.

If you have any questions regarding your order, please contact out customer service team by sending an email to customercare@metriocoffee.com.au.

What is your policy when items are RTS (Return to Sender)?

We ship all parcels to you using either Australia Post’s eParcel service or one of our selected professional courier companies. Our shipping carrier is chosen based on the nature of the product, it’s weight and size and where you are located. Every single parcel is sent with full transit insurance and every parcel is registered (i.e it requires a signature on receipt).

If for whatever reason the carrier cannot get the parcel to you after a period of time (generally 2 weeks) they will return the parcel to us at our cost, which is effectively the cost to send the parcel to you plus in some cases a bit more.

If for any reason we have made an error which has resulted in us not sending the parcel to the correct address or we have nominated an incorrect service and the parcel has been returned to us, we will immediately re-ship it to you at our cost to your correct address and with the correct service.

If however, the parcel has been returned to us as a result of error or inaction on your part, and we incur additional charges for the return shipment and then for the shipment back out to your advised address, then we reserve the right to pass these additional charges that we incur onto you, as a condition of sending the parcel back to you.

Examples of error of inaction are if you enter an incorrect or incomplete address (including not noting a company name where delivery is to a business address) or where you do not claim the parcel for more than 2 weeks from when the delivery driver leaves a card in your mailbox notifying you of their attempted delivery.

If you opt to cancel the order if the item is returned to us then we will refund you less all shipping costs incurred, a restocking fee and our storage and handling costs, so that we are returned to a zero loss position on the order.

International Shipping Guidelines

All international orders must be placed by either calling our customer service team on 1300 1 METRIO (+61 2 9747 0010 outside of Australia) or by sending an email to customercare@metriocoffee.com.au with 'International Order' in the subject line.

Our customer care team will calculate the total cost of items you wish to purchase along with the indicative international freight/postage costs ^^. Once you confirm you are happy to proceed with the order and total cost inclusive of shipping charges our customer care team will require full payment (credit card payment only) prior to facilitation and dispatch.

Important Note > All credit card payments for international orders are assessed, manually processed and cleared with our payment clearance department prior to order fulfilment.

Duties and taxes (including value added tax) will be the responsibility of the recipient. Metrio Coffee cannot determine the exact amount of these fees in advance, however an estimate will be provided to the purchaser prior to the time of shipping. The purchaser's approval is needed to complete shipment ^.

If you would like your Metrio Coffee order shipped internationally, please send our Customer Care team an email with your details to customercare@metriocoffee.com.au.

Duty & Tax

Duty, customs tariffs and VAT are set by the local government and determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonised system adopted and used by the local government.

The amount of applicable duty, tariffs and taxes will vary and is the sole responsible of the purchaser(s), not Metrio Coffee and/or any of its associated individual(s) or entity(s).

^ Applies to international orders Only.

^^ Delivery transit days to the recipient will vary depending upon the destination country.