Shipping policy

1. Changes To Orders

Customers may amend their order, including delivery address details or product selections, within 2 hours of an order being placed. Simply email hello@moodfoodcompany.com.au with your order number and the changes you wish to make. Once this amendment window has expired, the order will enter processing and cannot be altered.

Where an order has already been dispatched and an incorrect delivery address has been supplied, customers may attempt to request a delivery redirection via the Australia Post application using their tracking number. Any redirection request is subject to Australia Post’s terms, availability, and approval, and cannot be arranged by The Mood Food Company Pty Ltd.

2. Delivery Timeframes, Risk & Liability

Delivery timeframes provided here www.moodfoodcompany.com.au/pages/shipping are estimates only. The Mood Food Company Pty Ltd will not be liable for any loss or damage arising from a failure to deliver within estimated delivery timeframes.

Risk in the goods passes to the customer upon dispatch. Once dispatched, The Mood Food Company Pty Ltd is not responsible for loss, theft, or damage to parcels. Customers are responsible for monitoring tracking information and liaising directly with the relevant courier or delivery provider to ensure receipt of their order.

While reasonable assistance may be provided to help locate or recover a parcel, The Mood Food Company Pty Ltd does not provide replacements or refunds for orders that are lost, stolen, or damaged after dispatch.

All parcels are shipped with Authority to Leave, authorising the courier to leave the parcel in a secure location at the delivery address if unattended. Customers are responsible for ensuring the nominated delivery address is secure. No liability is accepted for parcels once delivery has been confirmed by the courier.

3. Returned to Sender Orders

Where an order is returned to sender, The Mood Food Company Pty Ltd is unable to redirect or automatically re-dispatch the parcel, as order fulfilment is managed by a third-party logistics provider.

In these circumstances, provided the product is returned to us in a resaleable condition, customers may elect to receive a refund (excluding original shipping costs) or request re-delivery, subject to availability.

A $10 re-delivery fee + new shipping charges will apply in the following circumstances:

  • An incorrect delivery address was entered at checkout, resulting in the parcel being returned to sender; or

  • The parcel was not collected from the post office or courier depot within the applicable timeframe and was returned to sender.

Customers are responsible for ensuring all delivery details are accurate at the time of purchase.

4. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantees or rights available under the Australian Consumer Law, including in relation to products with major faults.