Shipping policy

Shipping Policy

Last Updated: August 2023

Thank you for shopping with Fine Specialty Products PTY LTD . We want to ensure that your shopping experience is as smooth and enjoyable as possible. This Shipping Policy outlines important details about the shipping process, including rates, delivery times, and other relevant information.

HEAT ADVISORY and  SHIPPING DISCLAIMER: Occasionally during summertime some of the Chocolate, Cacao Butter and Cacao Liquor/Mass might melt somewhat during shipping. We do not use cold-packing materials for regular shipments, since we try to keep our shipping costs and packing costs low, in order to give you the most competitive prices. This should not affect any of your baking/cooking applications. We, at CocoaSupply (Fine Specialty Products) sell INGREDIENTS, which are meant for use in diverse food establishments and makers, thus, appearance such as fat blooming due to temperature changes is not considered a faulty product.

 

Processing Time:

  • Orders are typically processed within [3] business days from the time they are placed. Please note that this processing time may vary during peak seasons or due to unforeseen circumstances.

Shipping Methods and Rates:

  • We offer the following shipping methods:
    • Australia Post - Standard
    • Expedited or International only under previous request and agreement.
  • Shipping rates are calculated based on the destination, weight of the package, and selected shipping method. You can view the exact shipping cost during the checkout process.

Order Tracking:

  • Once your order has been shipped, you will receive a confirmation email with tracking information. This will allow you to monitor the progress of your package as it makes its way to you.

 

RETURNS, EXCHANGES AND REFUNDS POLICY:

We have a 30-day return policy, which means you have 30 days after placing the order of your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@cocoasupply.au. Please note that returns will need to be sent to the following address: 56 Evergreen View, Robina QLD 4226, AUSTRALIA.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@cocoasupply.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like boxes or bags that have been used for more than 20% of their original weight. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that for an exchange, the item must be complete, unopened, and unused.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@cocoasupply.au.