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In particular, please be aware that track & trace of parcels is used by default and you will recieve an email notification from Australia Post allowing you to personally follow the progress and arrival of the parcel at your destination.
Track and Trace means a signature is required on delivery - this the is default/standard setting for all our parcels to ensure security.
You are welcome to advise us of your Authority to Leave by placing comments in the checkout page that will allow the delivery agent to leave the parcel without a signature.
Please understand that under these circumstances, we can only track and trace the parcel being left unattended.
If a delivery attempt has been made by the freight company, they may notify you that a parcel is awaiting collection.
If you contact us and request us to co-ordinate a re-delivery, please understand this is simply not possible (or available) if a previous attempt to deliver was unsuccessful - it will be your responsibility to attend to the freight company's designated collections centre (typically, your Local Post Office, or sometimes refered to as LPO) and collect the consignment.
We apologize for this restriction but the simple fact is that AusPost does not provide for any type of parcel re-direction once the consignment has been lodged and is in transit - e.g. we lose control of the parcel once it has been collected from our warehouse during the despatch stage.
The only method available it to request a Return To Sender, which takes many days for the parcel to be sent back to us for re-despatch - please be aware this involves additional postage fees for both us and you.
Also note that NO INSURANCE is provided for any parcels. This is due to Australia Post accepting ZERO responsibility for lost of damaged items whilst in their possession. We are not happy with this situation, but we have no choice in the matter after enduring countless issues in attempting to lodge claims or rectify issues with Australia Post. This particular aspect of our business relationship with Australia Post remains a challenge - they damage our carefully prepared parcels and will not accept liability or responsibility.
How are my shipping charges determined ?
No shipping rates or charges are stored within www.mycuppa.com.au.
If you call or email us asking how much it costs for delivering a parcel to you, please be aware that we can only provide rough estimates over the phone as our system has a direct interface with Australia Post that determines postage rates real-time.
Generally, we will not provide freight quotes over the phone or on email as they are subject to change based on variable fuel surcharges and what items you place into the shopping basket, etc.
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 and can abandon if you feel the charges are not acceptable.
mycuppa.com.au does not profit from shipping charges—our service is at cost and we do not factor our time or other costs such as special lodgement requirements, cartons or labels into our delivery charges.We also do not factor in the costs of damaged parcels.
The shopping cart calculates the shipping charges based upon the AusPost Business Parcel calculator.
The 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 20 kilos) before it is classed as a “bulk” item. Once this weight is reached, it may be neccessary to be split the item into multiple parcels. Normally, we send approx. 12kg in a box as this is reasonably easy for the average person to carry.
All freight companies use a base parcel rate and then a charge per kilogram (rounded up).
The cost is based upon your location zone (Postcode) in relation our Melbourne metro lodgement point.
Large or special items such as coffee equipment or bulk orders may require a custom quote for freight and for these items, please contact 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 if they are transported by road.
Please also consider that if you order a quantity of coffee beans, say 5x 1kg packs, that is the nett weight of the item and does not include the coffee bags and the carton. As an example, it may work out that 5kg of coffee is actually very close to 6kg by the time it is boxed up and all courier companies round-up parcels.
If you are concerned that postage charges for your item are excessive, you are welcome to check the AusPost website using the following components - our lodgement point is postcode 3153, business parcel with track and trace.
How does my parcel get to me ?
We use a range of transport methods to ensure your parcel arrives prompt and safe. Australia Post Business Parcel Service (eParcel) has proven over the last 5 years to be the most flexible and reliable logistics provider within Australia —delivering to more locations than any other courier company and faster than traditional road freight and for this reason the majority of our parcels are sent via this service.
For local Melbourne metro deliveries, depending upon the type or parcel, we may choose to send it via one of our contract couriers such as Fastway or Hunter Express and these parcels tend to arrive next business day.
Couriers will not deliver to PO Boxes and most refuse to deal with residential addresses which are a large portion of our customer delivery addresses - another key reason we rely on AusPost. We are yet to encounter a situation where AusPost can’t deliver.
By default, your parcel will be sent with security requiring signature on delivery (receipt), however you are welcome to place delivery instructions or comments in the Checkout page along with your Authority to Leave so that the parcel can be delivered without a signature.
If there is no person in attendance at the listed address, typically a card should be left by AusPost advising you a parcel is ready for collection from your local Post Office. In many cases, AusPost will attempt a second delivery the following day. The reason we request a proof of delivery is to protect both us and you from lost parcels.
PLEASE NOTE: BEFORE YOU CONTACT US ASKING WHERE YOUR PARCEL IS, PLEASE CHECK YOUR LOCAL POST OFFICE AND/OR CHECK YOUR EMAIL TRACKING NOTIFICATION - this saves a lot of frustration for us both.
Once you recieve 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. In some cases we may also send you an AusPost Tracking advice email to allow you to identify the AusPost consignment number and track the item progress via the AusPost website function "Track Items".
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 setup this arrangement with AusPost previously for all mail and parcels to be re-directed to the company's PO Box.
Express Post
Whilst AusPost don't like us saying it publicly, we have experienced numerous issues with damaged parcels sent by Express Post.
It seems that parcels, particularly tins of chai, powder and some tins of tea can get treated roughly and incur damage in transit - no matter how well they are packed with padding.
We currently Do NOT offer Express Post service as we have experienced many instances of coffee bags that have been squashed and punctured when sent Express. We simply do not enjoy dealing with upset customers and as for lodging claims for damaged consignments, it is worse than dealing with a 3rd world political administration meaning it just does'nt happen.
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 directly into a major AusPost distribution centre here in Melbourne to reduce the shipment timeframe in some cases by a day. You may be surprised at the speed of delivery.
Generally, depending upon your order contents (our fresh roast schedule) and what time the order payment is received, we will attempt to lodge your parcel for shipment same business day. Normally, we can cope with an order up to 4pm for same day assuming we have the 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 chais.
For most parcels, we will attempt to use a new carton or a reasonable used carton to minimize our impact on the environment. This recycling initiative means we do not un-necessarily waste precious paper-pulp resources on transport packaging.
What if something goes wrong….
Transit times to some locations such as Western Australia, Far North QLD and remote rural areas can take 4 or 5 business days, etc. That means it can take up to a week for a parcel to arrive from East to West coast as almost 12 times more freight volume is sent east to west compared to west ==> east.
In our experience, at certain times of the year, e.g. Xmas, Mothers 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.
As a guideline, Melbourne metro customers can typically expect to recieve their parcel next business day, Sydney and Adelaide in 1-2 days, Brisbane in 3 days, Perth in 4-5 days.
Regional sities can sometimes recieve the parcel the same day as a capital city, but our experience tells us it's the day after.
All of our parcels have track & trace for security.
This also means your parcel may be waiting for you to collect from the AusPost local Post Office if they have tried to deliver and nobody was in attendance to sign for the parcel.
Please also note that NO PARCELS are insured which means we are unable to claim damaged or lost items from Australia Post - please do not get upset at us for this restriction as it is totally out of our control and Australia Post have extremely strict (and what we regard as ruthless) policies regarding this aspect of their service - we have been unable in the past to submit claims for lost or damaged items and it remains a highly frustrating aspect of our Australia Post business relationship.
We pack all of your orders into brand new cartons and use additional padding to protect against damage. However, freight companies are becoming rougher in their handling of parcel using mechanical tippers at their parcel distribution centres. We 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 may ask you to take photos of the damaged parcel for our claims submission - but as we note above there is no obligation or warranty in relation to freight damage due to Australia Post policy.
In any case, please get in contact with us either via email or toll free call
Toll free 1300 141773
