Shipping policy

Last updated: 12 October 2026

At myCuppa, we understand how important fast and reliable delivery is when you're running low on your favourite coffee.

With more than one million customer orders shipped throughout Australia since 2008, we've developed efficient systems for roasting, preparing, packing and dispatching fresh coffee.

Our priority is simple: prepare your order accurately, dispatch it as quickly as possible and deliver the freshest coffee we can.

1. Order Processing and Dispatch

We aim to dispatch orders received before 3:00 pm Melbourne time on business days on the same day, subject to product availability and carrier collection schedules.

Our ability to achieve same-day dispatch depends on when our delivery providers collect parcels from our facility.

Carrier collection times can vary, and some collections may occur before our advertised cut-off.

Orders received after the final collection, or during weekends and public holidays, will ordinarily be dispatched on the next business day.

Occasionally, dispatch may take longer due to order volumes, stock availability, operational circumstances or unexpected disruptions.

We have an established record of exceptionally fast order processing, but same-day dispatch is a service objective rather than an unconditional guarantee.

2. Freshness and Product Availability

Freshness is central to how we operate.

We roast coffee regularly and maintain a rapid turnover of freshly roasted products to minimise the time between roasting and dispatch.

Our production and order management systems are designed to balance stock availability with our commitment to freshness.

Occasionally, a particular coffee may temporarily sell out before your order is processed.

Rather than holding excessive quantities of ageing roasted stock, we may schedule additional roasting to fulfil your order.

This may result in a short dispatch delay.

We prioritise freshly roasted coffee over maintaining unnecessarily large inventories of older roasted products.

Please also remember that coffee is a perishable food product whose aroma and flavour naturally change over time, including while sealed.

3. Shipping Charges and Free Shipping

Shipping charges are calculated according to the delivery destination, parcel size, weight and available delivery service.

The applicable shipping charges are displayed during checkout before payment.

Flat rate shipping is available on eligible Australian orders of $120 or more, subject to the shipping options and conditions displayed at checkout.

Flat rate shipping is a promotional benefit subsidised by myCuppa. It does not mean that Australia Post or other freight providers deliver parcels without charge or at the displayed shipping prices.

Where an order does not qualify for free shipping, the applicable delivery charge will be displayed at checkout.

We reserve the right to update shipping charges, promotional thresholds and available services for future orders as freight provider costs and operating conditions change.

Any shipping charge accepted and paid during checkout will not be retrospectively increased without the customer's agreement.

4. Delivery Providers

Our primary delivery provider is Australia Post.

Depending on the order, destination and available services, we may use:

• Australia Post Parcel Post or business parcel services.

• Australia Post Express parcel services.

• StarTrack or another suitable freight service for larger commercial deliveries.

We generally dispatch customer orders in new protective cardboard cartons rather than soft mailing satchels.

The delivery service selected may depend on parcel dimensions, weight, destination and carrier restrictions.

PO Boxes and Parcel Lockers must be serviced by a compatible delivery provider.

5. Signature Required and Authority to Leave

Our standard shipping procedure is to request Signature Required for parcel deliveries, unless an alternative delivery arrangement has been selected or authorised.

Where signature is required, the delivery provider may request a signature or other acceptable confirmation of receipt.

If delivery cannot be completed, the carrier may redirect the parcel to a suitable collection location or make alternative delivery arrangements.

Authority to Leave

Customers may have the option to select Authority to Leave (ATL) during the shopping cart process or through available Australia Post delivery management services.

Where this option is available on our website, it must be selected in the cart before proceeding to checkout.

Entering delivery instructions such as "leave at front door" does not necessarily constitute a valid Authority to Leave request.

By authorising an unattended delivery, customers acknowledge that parcels may be exposed to additional risks after being left at the nominated location.

Australia Post may record photographic or electronic proof of delivery where applicable.

If you believe an unattended delivery has been completed incorrectly, or your parcel cannot be located, please contact us so the circumstances can be investigated.

Authority to Leave arrangements do not exclude rights that may apply under Australian Consumer Law.

6. Tracking Your Order

Once your order has been dispatched, tracking details will ordinarily be provided through our order confirmation or fulfilment notifications.

Australia Post and other carriers may also provide tracking updates by email, SMS or through their mobile applications.

Tracking information may include:

• Parcel collection and processing.

• Movement between distribution facilities.

• Expected delivery dates.

• Parcels onboard for delivery.

• Completed deliveries or collection instructions.

Tracking information is maintained by the delivery provider.

Please be aware that tracking events may not always update immediately or reflect the parcel's precise location.

Customers can monitor deliveries directly through the relevant carrier's tracking service.

7. Delivery Timeframes

Delivery estimates depend on your location, the selected shipping service and conditions within the freight network.

Metropolitan destinations may receive parcels more quickly than regional, rural or remote locations.

We cannot guarantee an exact delivery date unless an applicable delivery guarantee is expressly offered and confirmed for the selected service.

Delays may occur due to:

• Freight network congestion.

• Weather events or natural disasters.

• Public holidays and peak shopping periods.

• Transport disruptions.

• Incorrect or incomplete delivery information.

• Other circumstances affecting carrier operations.

We recommend allowing additional delivery time during Christmas, Easter, major online sales events and other peak freight periods.

Where a delivery is unreasonably delayed or does not arrive, please contact us so we can assist with investigation and resolution in accordance with applicable consumer rights.

8. Express Shipping

Express delivery may be available for eligible destinations and parcel configurations.

Express services generally receive priority handling within Australia Post's network, but delivery speeds depend on the destination, service type and prevailing network conditions.

Express shipping does not automatically guarantee next-business-day delivery.

Certain Australia Post Express services are subject to specific delivery guarantees, while other business parcel services may not qualify.

The terms applicable to the service actually used will determine whether any carrier delivery guarantee applies.

Selecting Express shipping does not override your statutory rights if goods are not supplied within an agreed or otherwise reasonable timeframe.

9. Missing, Delayed or Lost Parcels

If your parcel appears delayed, please check the tracking information supplied by the delivery provider.

Tracking estimates can change as parcels progress through the network.

If the parcel has not arrived within the expected timeframe, or tracking indicates an unusual problem, please contact us with your order number.

We may need to raise an enquiry or investigation with Australia Post or the relevant delivery provider.

Carrier investigations can take time, particularly where parcels are moving between distribution centres or delivery facilities.

Where myCuppa has arranged delivery, we will address our obligations as the retailer and work towards an appropriate resolution.

Customers are also welcome to contact the delivery provider directly for tracking updates or information about local delivery arrangements.

Nothing in this section limits your rights under Australian Consumer Law.

10. Freight Damage

We take considerable care when packing orders for transport.

Our products are generally dispatched in protective cardboard cartons designed to minimise the risk of damage during handling and delivery.

However, freight damage can occasionally occur.

If your parcel arrives damaged, please:

• Take photographs of the external carton before disposing of it.

• Photograph any damaged products or compromised packaging.

• Retain the affected products and packaging where reasonably practicable.

• Contact us promptly with your order number and details of the issue.

This information helps us investigate the circumstances and establish an appropriate resolution.

Where goods arrive damaged and fail to meet applicable consumer guarantees, we will provide the remedy required by Australian Consumer Law.

Customers are not required to purchase optional transit cover to retain their statutory rights.

11. Optional Transit Cover

Additional transit protection may be available for eligible consignments, depending on the delivery service and arrangements with the carrier.

Customers wishing to enquire about additional transit protection should contact us before their order is dispatched.

Availability, coverage, exclusions and charges will be confirmed where applicable.

Optional transit protection is separate from, and does not replace or restrict, any rights available under Australian Consumer Law.

12. Incorrect Addresses and Undeliverable Parcels

Customers are responsible for providing accurate and complete delivery information during checkout.

Please carefully check:

• Recipient name.

• Street address and street number.

• Unit, apartment or business details.

• Suburb, state and postcode.

• Applicable delivery instructions.

If you notice an error after placing your order, contact us immediately.

We will attempt to correct the information where operationally possible, but changes may not be possible once an order has entered processing or been dispatched.

Where a customer supplies an incorrect or incomplete address that results in a parcel being returned, redirected or requiring redelivery, additional reasonable freight charges may apply.

We will explain any additional charges before arranging a new delivery.

Where the delivery problem results from an error by myCuppa or its delivery provider, we will address the matter in accordance with our legal obligations.

13. Uncollected Parcels

Where a delivery cannot be completed, Australia Post or another carrier may transfer the parcel to a designated collection facility.

Customers should follow tracking notifications and collect their parcels within the period specified by the carrier.

Uncollected parcels may eventually be returned to the sender.

Where a parcel is returned because it was not collected within the carrier's specified collection period, reasonable additional delivery charges may apply before we arrange redelivery.

Because roasted coffee is perishable, prolonged time in transit or awaiting collection can affect product freshness.

We encourage customers to monitor tracking notifications and collect parcels promptly.

Any refund or replacement request will be assessed according to the circumstances and applicable consumer rights.

14. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Where goods are lost, damaged, incorrectly supplied or not delivered within an agreed or otherwise reasonable timeframe, customers may be entitled to remedies under applicable legislation.

Our arrangements with freight providers, including insurance and compensation conditions, do not remove statutory consumer protections.

15. Contact Us

For shipping enquiries, delivery incidents or questions about your order, please contact us through the Contact Us page at:

www.mycuppa.com.au

Please include your order number and relevant tracking information.

We appreciate the importance of receiving fresh coffee promptly and will make reasonable efforts to assist with delivery concerns.

Our goal remains the same as it has been since 2008: fresh coffee, carefully prepared and dispatched as quickly as possible.