Shipping policy

SHIPPING FAQ & POLICY

SHIPPING FAQ

Q.  When will my order be dispatched?

We aim to have all orders shipped the same day if placed before 2pm (AEST) Monday – Friday.

Q.  How do I track my order?

Your tracking number will be sent to your email once it has been shipped. Be sure to check your spam folder too. If you do not receive this number, please contact our customer care team at info@naturespantrysupplies.com.au .

Q.  How much is delivery?

AUSTRALIA WIDE

  • FREE for orders of $150 or more

  • $9.95 flat rate for orders under $150

  • $13.95 flat rate for express shipping for orders under $150

Q.  How long will my order take to get to me?

  • Express Shipping: 2–7 business days after dispatch

  • Standard Shipping: 3–14 business days after dispatch

Q.  What if I put in my address wrong?

Please contact us at info@naturespantrysupplies.com.au within 1 hour of placing your order so that we can update it to the correct address. If your purchase is returned to us and we are not at fault, you will be required to pay the further shipping fee.


REFUNDS AND RETURNS

Q.  What if my order arrives damaged?

Please contact us immediately at info@naturespantrysupplies.com.au with photos of the damage, labels, and packing slip. In order to receive a refund or replacement product, we require you to take the item to your local Australia Post Office for processing. Once we receive the case number from Australia Post we will either send you a full refund or resend your order via express mail. This ensures a happy outcome for everyone.

Q.  What if my order arrives with a quality issue?

Please get in touch with us at info@naturespantrysupplies.com.au within 7 days with the following information:

  • Your full name and order number

  • A brief description of your situation

  • Photographic evidence (e.g. damaged bag, confirmation from courier of lost or damaged article)

  • Your full address

  • Your preferred outcome (refund or replacement)


Please allow up to 7 business days for us to respond and assess your claim. We determine the outcome at the sole discretion of our admin and quality team, using your physical evidence and our retained samples to validate the claim in a fair and respectful manner. Refund claims are given an outcome within 30 days of making the claim.

Q.  What if I want to return my product?

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We do not accept returns if the product has been opened and used.


We have a 7-day refund/return policy. Please ensure you get in touch with us within 7 days of receiving your item. We cannot refund or return any digital products like gift cards or downloadable items.


If you wish to enquire about a return, please email us at info@naturespantrysupplies.com.au with the following:

  • Ensure the product is in the same condition it was sent in (unopened and presentable)

  • Provide a valid reason as to why you wish to return the product (e.g. mistakenly bought the wrong flavour)

  • Provide your customer order number (#NPS___)

  • Be prepared to pay for the return shipping to our address


The outcome of your enquiry is decided at the sole discretion of Nature’s Pantry Supplies. Thanks for your understanding!


PROOF OF DELIVERY – FINAL RESPONSIBILITY

Once an order has been shipped and proof of delivery has been recorded by the carrier, Nature’s Pantry Supplies considers the order to have been successfully fulfilled.


Where the carrier has recorded a successful delivery at the address provided at the time of order — including via delivery confirmation, signature, or photo evidence — we are unable to offer a refund, redelivery, or any further remedy.


Once proof of delivery has been received, no refund or redelivery will be issued.


It is the customer’s responsibility to ensure the delivery address provided is correct and that appropriate arrangements are made to receive the order (such as nominating a safe drop location).


If you believe your order has been incorrectly marked as delivered, we encourage you to:

  • Check with neighbours or other household members

  • Check any safe drop locations on your property

  • Contact the carrier directly using your tracking number to lodge an enquiry


Nature’s Pantry Supplies accepts no liability for orders confirmed as delivered by the carrier. This policy does not affect your rights in relation to damaged, defective, or incorrect goods, which are addressed in the Refunds and Returns section above.