Shipping
If you would like premium coffee beans delivered, Please read below.
If you want to buy coffee beans online, click here.
This page is designed to clear up any confusion about having coffee beans delivered by us.
We are all about quality, quality, quality.
So our packaging and delivery reflect that.
Local Pickup/Collection is NOT AVAILABLE
PLEASE DO NOT SEND US REQUESTS TO COLLECT YOUR ORDER FROM OUR WAREHOUSE - IT IS SIMPLY JUST NOT POSSIBLE.
Our Shipping Options
Please take a few moments to read the below information about how our coffee beans are delivered.
It also explains how postage of parcels operates around Australia.
In particular, please be aware that track & trace of parcels is used by default, and you will receive an email notification directly from Australia Post that allows you to personally follow the progress and arrival of the parcel at your destination.
Signature required on delivery is the default/standard setting for all our parcels to ensure security.
You are welcome to select the check box in the Cart before proceeding to the Checkout.
Please kindly note, you are NOT able to change the Signature Required (Authority To Leave) in the checkout for security reasons (this is not our choice).
In the CART, you may also enter comments but please be aware that writing "OK to Leave" without checking the "Authority To Leave"' checkbox will not result in the parcel being left unattended.
We are not responsible for delivery agents following instructions - they don't work for us.
Please be aware that delivery agents are unlikely to enter your premises, such as through gates, fences or borders to deliver or leave parcels.
This policy has recently been restricted by freight companies as a result of increased dog attacks, animals escaping or hostile environments.
The safety of the delivery agent is paramount.
When you have selected Authority to Leave, under these circumstances, we can only track and trace the parcel being left unattended in a "safe drop" situation.
If your parcel cannot be obscured from sight outside the boundary, e.g. visible from the front fence, the delivery agent may decide that it's not safe to leave the parcel.
Where a futile delivery attempt has occurred, AusPost will divert your parcel to the nearest LPO for collection.
From 2023, AusPost no longer leaves a collection card when there has been an unsuccessful delivery attempt.
Please bear this in mind as freight companies are moving all of their manual processes to electronic means; therefore, the days of a notification card are over and you must rely upon email tracking notifications.
If you contact us and request us to co-ordinate a re-delivery, please understand this is not impossible as once the parcel leaves our warehouse, we cannot change or divert its destination - the record is locked, we are locked out from changes.
Under this scenario, it is the receiver's responsibility to attend the freight company's designated collections Centre (typically, your Local Post Office, sometimes referred to as LPO) and collect the consignment if nobody was in attendance when the agent attempted to deliver.
In November 2015, Australia Post released new features to their myPOST service to introduce additional delivery options - one of these options is the customer choice of Safe Drop - see this article for more information.
From 2 April 2017, Australia Post has changed their default delivery mode to "SAFE DROP".
The delivery agent will assess whether a safe location is available to leave your parcel.
If not, the item will be returned to the LPO, and you must attend the LPO to collect your parcel.
Delivery options are accessed via the email link by Australia Post indicating your consignment details, and it is in the AusPost system where you can perform additional final delivery options.
Australia Post may ask you to pay for certain advanced options or features directly (this has nothing to do with mycuppa.com.au - it is purely an extra convenience delivery option Australia Post offers).
To avoid any confusion, we repeat the following conditions.
Once a parcel is in transit, it can only be revised by you as the receiver (not us as sender) via the Australia Post MyPost system.
We cannot change consignment records once despatched as the record is LOCKED by Australia Post within our merchant interface.
The same rule applies to TNT Express parcels.
If you fail to collect your parcel after the AusPost allocated time (typically 15 days, but sometimes shorter), we are charged a Return To Sender (RTS) by AusPost.
The Return To Sender process does not operate at the same speed or timeframe as normal shipments due to AusPost treating RTS parcels as lower priority.
In some cases, RTS parcels can take many days or many weeks longer for the parcel to arrive back to us.
Please be aware this involves additional postage fees for both us and you, e.g. we (mycuppa) are charged a return-to-sender fee by the freight provider.
Where a parcel is over 20 days old, we reserve the right to scrap or dispose of the roasted coffee as it is no long fit for re-sale.
If you require us to re-ship your parcel after it has been returned to us, you will need to pay for us to re-ship the item to you a second time plus the Return To Sender Fee levied by AusPost upon us.
We also note that NO INSURANCE is provided for any parcels by default for all Australia Post parcels - regardless of the value.
This is due to freight carriers accepting ZERO responsibility for lost or damaged items whilst in their possession.
We are unhappy with this situation, but we have no choice after enduring countless issues attempting to lodge claims or rectify issues with Freight providers.
This particular aspect of our business relationship with AusPost remains a challenge.
How are my shipping charges determined?
There is no such concept of a standard freight charge - all freight is charged based upon three variable factors - weight, cubic volume and postcode.
We do not use satchels - we use brand-new cartons to protect against the rough handling by Australian freight providers.
If you call or email us asking how much it costs to deliver a parcel to you, please be aware that we may need more accurate information and that we will only supply rough estimates over the phone.
There are more than 3,500 freight price combinations in our system, and we need help remembering every postcode, zone and price.
Our system has a freight calculator available in the CART that can determine the estimate postage rates in real time.
If you enter the state and postcode, you will see this information before placing an order and proceeding to the checkout.
As a general rule, we do not provide freight quotes over the phone or by email as they are subject to change based on variable fuel surcharges, residential delivery surcharges, remote area surcharges, 3rd party agent surcharges, contract amendments and what items you place into the shopping basket, etc.
It's more complex because freight companies are sneaky and apply all sorts of surcharges to freight.
The most efficient and convenient method to determine your shipping charges is to Add Items to your shopping basket and then View the Cart at the Checkout - you do not need to complete the transaction.
You can abandon it if you feel the charges are not acceptable.
mycuppa.com.au does not profit from shipping charges—our service is run at a high cost, and we do not factor our time or other expenses, such as special lodgement requirements, free shipping, cartons or labels into our delivery charges.
We also do not factor in the costs of lost, stolen or damaged parcels.
The shopping cart calculates the shipping charges based on the variable rates that apply using weight, cubic volume and distance.
Charges are calculated using the greater value of either the weight or the dimensions of the parcel - no postage rates are stored within www.mycuppa.com.au, just individual product dimensions and weights.
Please bear in mind there are limits on parcel sizes (typically 18 kilos) before it is classed as a "bulk" item.
Once this weight (18kg) is reached, we split the item into multiple parcels.
Each parcel has a cost, which is reflected in the dynamic charges.
All freight companies use a base consignment rate and a charge per kilogram (rounded up).
Choice of Services
We offer customers multiple delivery options, including the speed of service.
Our major provider is Australia Post eParcel and for bulky items to business addresses we use StarTrack Road Express.
These services are available as Regular parcels for every destination serviced by Australia Post, and for many of the capital city locations, we may also offer Express Post Parcel service.
There are some locations where we do not offer Express due to the excessive charges required.
All freight charges are based upon your location zone (Postcode) concerning our Melbourne metro lodgement point.
The further the distance from Melbourne, the higher the per kilo rate applies.
We do not uplift the contract rates supplied by the freight companies to us - it's transparent.
Large or special items such as coffee equipment or bulk orders may require a custom quote for freight, and for these items, please get in touch with us beforehand to confirm freight costs at the time of placing your order.
We often send large parcels to distributors or suppliers and can offer attractive freight rates for bulky goods transported by road.
Please also consider that if you order a quantity of coffee beans, say 5x 1kg packs, that is the net weight of the item and does not include the coffee bags and the carton.
For example, 5kg of coffee is very close to 6kg by the time it is boxed up, and all courier companies round up parcels.
Suppose you are concerned that postage charges for your item are excessive.
In that case, you are welcome to check the AusPost website using the following components - our lodgement point is postcode 3136, a business parcel with a track and trace feature.
How does my parcel get to me?
We use various transport methods to ensure your parcel arrives promptly and safely.
Australia Post Business Parcel Service (eParcel) has proven over the last eight years to be the most flexible and reliable logistics provider within Australia —delivering to more locations than any other courier company.
Australia Post also offers the most convenient collection services for when your parcel cannot be signed for when attempting delivery. In terms of consumer freight, for this reason, the majority of our parcels are sent via the AusPost parcel service.
Couriers typically will not deliver to PO Boxes, and most refuse to deal with residential addresses, a large portion of our customer delivery addresses.
By default, your parcel will be sent with security requiring a signature on delivery (receipt).
However, you are welcome to place delivery instructions or comments on the Shopping Cart Checkout page along with your Authority to Leave so the parcel can be delivered without a signature.
Suppose there is no person in attendance at the listed address, typically.
In that case, a card should be left by AusPost advising you a parcel is ready for collection from your local Post Office - however, this practice of leaving cards is becoming less frequent - particularly in multi-tenanted buildings.
Generally speaking, these days, Australia Post is relying more on electronic communications such as email tracking notifications.
In the past, AusPost may have attempted a second delivery the following day - but we note this is only sometimes consistent, and the trend is more towards providing for the customer to collect.
PLEASE NOTE: BEFORE YOU CONTACT US ASKING WHERE YOUR PARCEL IS, PLEASE CHECK YOUR LOCAL POST OFFICE and CHECK YOUR EMAIL TRACKING NOTIFICATION - this saves a lot of frustration for us both.
Once you receive an email notification the mycuppa order is completed, you can be assured the parcel has left our premises and will be in transit to you.
The Australia Post systems generate the tracking advice email to allow you to identify the consignment and track the item's progress via the AusPost website—the freight providers - not us, send these tracking notification emails.
Please also be aware that deliveries by AusPost to some businesses may result in your parcel being directed to the local Post Office if a person in your organisation has previously set up this arrangement with AusPost - e.g. all mail and parcels are to be re-directed to the company's PO Box.
Express Post
We currently ONLY offer Express Post service to certain areas around Australia, such as Victoria, NSW, SA, TAS, ACT, Adelaide, and Brisbane.
TNT Road Express, StarTrack or AusPost Express Parcel service provide express services for Australia.
As a general guideline, TNT Express is cheaper for larger, bulky items of around 10kg or more, but only to Adelaide, Victorian regional towns and NSW.
Sending it promptly
We understand that when it's time to order coffee, you may be running very low or have run out of beans, and that's just terrible.
We lodge parcels (Domestic and International) directly into a major AusPost distribution centre here in Melbourne to reduce the shipment timeframe in some cases by a day.
Generally, depending upon your order contents (our fresh roast schedule) and the time the order payment is received, we will attempt to lodge your parcel for shipment on the same business day.
Normally, we can cope with an order up to 3 p.m. on the same day, assuming we have fresh stock on hand.
We work days, nights, weekends and public holidays to prepare parcels.
However, freight companies will only accept parcels on standard Melbourne business days.
If we need to roast your coffee, e.g. some of the Single Origins are not roasted daily, then it may be shipped the next business day as we will roast it overnight.
Recycling Cartons
We will always try to use new cartons for shipping, even small items.
Coffee bags are quite tough, but we have experienced the odd damaged delivery—statistically, this runs at less than 0.01%, and the most fragile items are drinking chocolate powders and chairs.
For most parcels, we will use a new carton or a reasonably used carton to minimise our impact on the environment.
What if something goes wrong
If you have experienced a freight issue, please always make contact with us before deciding to get upset - we are here to help and try our best to ensure customers receive their orders promptly.
Transit times to some locations such as Western Australia, Far North QLD and remote rural areas can take 4 - 7 business days, etc.
That means it can take up to a week for a parcel to arrive from the East to West coast as almost 15 times more freight volume is sent east to west than west ==> east.
In our experience, at certain times of the year, e.g. Xmas, Mother's Day, Easter, holidays, etc., transit times may take a day or two longer than expected as courier companies have less staff or struggle to cope with peak workloads.
Since the introduction of x-ray auto-dimensioning in all the State parcel hubs, this step has imposed a slight delay on every single parcel within the network.
As a guideline, Melbourne metro customers can typically expect to receive their parcel within two business days, Sydney and Adelaide in 1-2 days, Brisbane in 3 days, and Perth in 4-5 days (business days).
Regional cities can sometimes receive the parcel the same day as a capital city, but our experience tells us it's the day after.
Please also note that NO INSURANCE is applied to any PARCELS.
This means we are unable to claim damaged or lost items from Australia Post or TNT - please do not get upset at us for this restriction as it is totally out of our control, and freight providers have extremely strict policies regarding this aspect of their service - we have been unable in the past to submit claims for lost or damaged items.
It remains a highly frustrating aspect of our business relationship with freight providers.
We pack your orders into brand-new cartons and use additional padding to protect against damage.
However, freight companies are becoming rougher in handling parcels using mechanical tippers at their parcel distribution centres.
We carefully hand-load all our parcels individually from a pallet into the Australia Post collection truck each afternoon - taking considerable care.
If you do receive a damaged parcel, we will ask you to take photos of the damaged parcel for our assessment - but as we noted above, there is no obligation or warranty with freight damage due to freight company policy.
In any case, please get in contact with us either via email or toll-free call
Toll-free 1300 141773
If you have any other questions about our coffee bean delivery service, contact us.
