Help & FAQs

We get it - you want to save $$ to avoid paying for shipping or you really need it now and can't wait for a parcel to arrive.

We do not allow pickups under any circumstances. This is non-negotiable.

Please understand that our premises are not a retail store, nor do we have staff available to serve walk ups.

Our site is a secure industrial facility with trucks and forklifts, plant equipment operating and strict OH&S practices.

Our industrial site is not suitable for customer transactions and we ask customers to please respect this policy.

mycuppa is an online business operating since 2007.

We know the critical importance of shipping orders ship fast.

Remember, we have been doing this gig since 2007.

At mycuppa, we are focused on managing customer orders so that every order is ready for dispatch each afternoon.

Around 2pm each workday, the "collections" period starts. We are not able to control when a shipper collects parcels from our premises, so we recommend that customers please use 2pm as a soft cut-off for an order to
ship that day.

Collecting parcels by truck occurs as late as 4pm (it changes day to day, we have no control upon when they collect), and our mycuppa team will continue to process customer orders right up to and including the moment
shipping partners are collecting parcels from our premises.

We never hold over orders if we have the fresh roasted coffee available to ship and the parcels are still waiting to be collected. 

For those customers who pay by Bank Transfer, funds may not have cleared our account (we check many times throughout the day), so those orders will definitely ship as soon as payment is received. 

Our target is to process orders within 5 to 10 mins, depending upon the time of day.

Please contact us immediately as our team processes orders very fast.

The best way is to use the Contact Us page, or send us an email. Please do not use the Chat Bot (bottom right corner).

Yes, it is certainly possible to change your order, but there are a few conditions to be aware of.

1. If your order includes ground coffee, it will depend on the moment you decide to change the order if we have already ground the whole beans for your order.

Note:- we do not hold any ground coffees in stock and only grind to order.

We will advise and confirm if the coffee has already been ground. Once a pack of coffee has been ground, you must accept the order as it was ground specifically for you. Please remember that our coffee is a freshly made product that has been produced to order.

If a mistake was made in selecting whole beans and you need it ground, as long as the order has not shipped, we are very happy to grind it for you.

2. If your order has shipped (the parcel has already been collected from our premises), unfortunately, we can't make any changes once a parcel has left our premises. All the records are locked.

On most days, there are two(2) collections from our premises—the first at midday and another around 3:30 p.m.

Please note if you need to adjust quantities or change products, the original shipping charges will require re-calculation as shipping costs depend upon parcel cubic volume and weight.

In most cases, we are able to cancel your order. However, please be aware that there are some circumstances when it's not possible, and it comes down to timing.

The sooner you let us know, the better chance of cancelling.

1. If your order has not been shipped or packed, we are happy to cancel and process a full refund.
2. If your order includes GROUND coffee and you request a cancellation after we have already ground the whole bean coffee specifically for your order, unfortunately, we cannot process a cancellation and refund as we grind to order, not to stock. We do not hold any ground coffees.
3. If your order has already shipped, e.g., departed our warehouse, we are sorry, but it is not possible to recall or retrieve a shipped parcel, nor can we offer a full refund of the shipping fees as we have already been charged for the collection of the parcel and the shipping.

Sure, we understand that mistakes happen.

If your order has not shipped yet, we are happy to change a whole bean order to be ground, but please contact us immediately (by email or Contact Us, not the store Chat bot).

Some days, we have hundreds of parcels, and the shipping company collects them twice from us: once before midday and again in the afternoon.

So, immediately informing us is critical to avoiding the order being shipped without ground.

Please ensure that you carefully choose the correct pack size when adding items to the cart.

Ordering 1kg packs and then asking us afterwards to split into 500g packs is not possible as the order SKUs are picked by warehouse teams precisely as ordered.

We do not split packs and we are not able to pack into 250g bags - these are not available.

We prefer that you use the Contact us Page for any questions, concerns, or feedback instead of the Chat Bot appearing in the bottom right corner.

The "Chat Bot" requires someone to log into several different systems before we can answer your query, which is not easy or convenient after hours.

The Contact Us page allows us to respond faster and easier via emails.

We will be sure to get back to you within 48 hours.

Our system is made available for legitimate customers to reach us. Any attempts to abuse this privilege will result in being blocked or blacklisted.

Good question, it depends.

Regrettably, the answer is not straightforward due to Australia's unique shipping situation, where a flat rate shipping system is not in place.

Due to our country's vast distances, the ways in which shippers charge can vary significantly.

All freight is charged by three (3) different factors - cubic volume, weight and destination postcode. There is also a different service level such as standard or express.

It is not simple or easy for us to tell you, "How much is shipping?". There are more than 1,500 combinations.

This is why we have a shipping calculator available in the CART before passing through the checkout for customers to use.

We recommend using our' Estimate Shipping' function in the CART page to estimate your shipping costs.

Simply add all the items you need to your cart, then view the cart and select 'Estimate Shipping'.

This will provide you with a more precise cost based on your location and the items in your cart.

The system will use your cart contents and request the STATE and POSTCODE in order to generate and display shipping costs from complex tables.

Generally, small items cost a lot more on a "weight basis" because the consignment is expensive, and each kilo thereafter is cheaper overall.

We only ship within the Australian domestic parcel network.

No shipping is available to overseas countries.

Please do not ask us to ship overseas, it is not available.

Mycuppa invests serious money to ensure fresh products, staff, and resources are available to pick, pack, and ship orders quickly.

Remember, we have been doing this every day since 2007, so we know that customers want their coffee quickly.

All retailers in Australia rely on the same, limited shippers to deliver parcels.

Nobody has an advantage or "special speed" that makes their parcels arrive sooner.

As a large enterprise brand, mycuppa has a unique advantage. We bypass the initial store and forward stages of parcel delivery through our direct lodgment into a major hub, ensuring your order gets on the road quickly.

This means we can save at least 1 day on transit times, sometimes more.

Rest assured, all shippers communicate directly with you as the receiver. This means you will receive all the necessary notifications about the parcel's transit to your door. We, as the sender, do not have access to these tracking events.

Unfortunately, as a sender, we cannot provide arrival timeframes. Shippers will give you approximate or estimated arrival times.

At mycuppa, we are committed to getting your parcel on the road quickly. When you shop with us, you can expect features such as freshly roasted coffee and a dedicated staff to pick, pack, and process your order, ensuring your parcel is dispatched promptly.

Our systems are fully integrated with Australia Post, so we do not touch any data you enter into the checkout address fields unless the address is invalid.

Tracking records can take between 1 and 7 hours to appear within the AusPost systems.

Delays in AusPost tracking record visibility are normal and should
not be a cause of concern.

We generate the consignment number when preparing your order and this is many hours before the parcel is collected by AusPost.

If you receive a tracking number from us, or any of our apps, please wait at least 7 hours before attempting to check the status as the consignment number may be still being prepared or not published within AusPost.

Unfortunately, once your parcel has left our facility, all shipping records are locked by the freight company.

This means we are not able to make any changes or divert your parcel.

You must use the Australia Post myPOST app to make changes during transit - these changes are outside of our systems and are directly between AusPost and the receiver.

Once your order is fulfilled, you will receive an email notification with your tracking information.

Shipping fees are non-refundable in the case of returns; even if the order was shipped with free shipping, we reserve the right to levy the shipping charges incurred by us to ship your order.

Coffee is a fresh food, and its value diminishes as each day passes.

Should you find that you've made an error in your order, we strongly encourage you to reach out to us promptly for a discussion before initiating a return.

This proactive step can help avoid unnecessary returns and ensure your satisfaction with our service.

Time is critical for freshly roasted coffee.

Customers have the following timeframes to contact us after receiving their goods.

• 7 days for all fresh roasted coffee products,
• 30 days for coffee capsules,
• 60 days for Teas, Chai, Drinking Chocolate, Accessories, etc.

It's important to note that we can only accept returns for unopened items.

This condition also applies to products that come in packs, such as capsules. For instance, if you've used a capsule from a pack of 15x, we won't be able to resell that pack.

If an item is deemed defective by us after you contact us, we will arrange either a return, replacement or refund.

Please be aware that taste is a discretionary opinion and does not automatically trigger a return authority.

Where we have made a mistake or we are responsible for shipping back the order or item, we may raise a "returns label" and send this to you for applying to the carton.

Returns labels are paid for by us and we simply ask our customer to please drop the return into their nearest LPO with the label attached. No payment is required.

Refunds are processed within 1 business day of receiving the item(s) or agreeing to offer the refund conditional on all the returns criteria being met, e.g. correct quantity, timeframe, etc.

Please note that while we will process the refund promptly, the payment method used when placing the order determines when the refunded amount arrives in your account.

For PayPal payments, you can be confident in the efficiency of the refund process as it is quick and literally immediate.

For card payments using Shop Pay, the refund may take one or many days.

Any delays in funds arriving in your account are outside of our control, as it is up to Shop Pay to process the transaction.

All we can do is approve the request for a refund promptly, which is our policy and commitment.

If you have concerns about a late refund receipt, please contact Shop Pay directly.

We do not offer drop shipping services, nor do we offer services to other brands selling into the online segment.

We do not pack, prepare or send out samples.

Please respect our policy.

If you are seeking wholesale, private label or contract coffee roasting solutions, please contact us.

Note, we do not work with startups or coffee brands selling into the online segment.