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Australia's Largest Low Carb & Keto Online Store & Supermarket - Shipping throughout Australia and New Zealand. Select Frozen Delivery Now Available.
Australia's Largest Low Carb & Keto Online Store & Supermarket - Shipping throughout Australia and New Zealand. Select Frozen Delivery Now Available.

Shipping

Low Carb Emporium Shipping Terms and Conditions

Thank you for visiting and shopping at Low Carb Emporium The following information sets out the terms and conditions that constitute the Low Carb Emporium Shipping Policy (‘Policy’).

 

  1. Processing your Order

An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase. If you are unable to locate this e-mail please check your spam folder. If it is not there, please contact us on hello@lowcarbemporium.com.au

  1. Delivery Service Providers

You acknowledge that the purchase services offered by Low Carb Emporium integrate delivery (the 'Delivery Services') through the use of Australia Post and other delivery service providers (the 'Delivery Service Providers'). You acknowledge and agree that Low Carb Emporium is not the provider of these delivery services and merely facilitates your interaction with the Delivery Service Providers in respect to providing the Delivery Services. Delivery Services cannot be split between different Delivery Service Providers for the same order. 

  1. Shipment Processing Time

Processing time refers to the time it takes for Low Carb Emporium to prepare your order for shipping. After your payment is authorised and verified, Low Carb Emporium attempts to process all orders within 2 business days, or as otherwise achievable from time to time. Please note that processing of orders that are delivered by the Frozen Courier Service follow a different processing schedule as outlined in Item 4 below.

Please note hours and days of operation during holiday periods. Orders will not be processed during times when the warehouse is closed and will be processed in order received once the warehouse reopens from holiday periods. 

  1. Frozen Courier Service

Low Carb Emporium is pleased to offer a Frozen Courier Service ('Frozen Courier Service') which operates in Victoria and delivers to the select postcodes as below. The cost of the frozen courier service is $19.95. This service is only available for orders placed on the Low Carb Emporium website (not via the Low Carb Emporium app) and only for orders placed using the regular checkout process (accelerated checkout options such as Apple Pay, PayPal Express, AfterPay etc may bypass the Frozen Courier Service booking option).

We also have eskies available for purchase for $6.00 each. If you are not going to be at home to accept delivery for your order, we recommend you purchase an esky.

Orders need to be placed by 8pm on a Thursday for delivery the following week. Please see below for delivery guidance. All orders placed after 8pm on a Thursday will only be dispatched the following week and will only be delivered on the week following dispatch.

The Frozen Courier Service operates on an Authority to Leave basis. We recommend being home to accept your order if purchasing via the Frozen Courier Service. Low Carb Emporium will not be responsible for any loss (including theft) of delivered products or spoilage following an unattended delivery.

Please note that condiments, sauces, drinks and other items in glass containers are unsuitable for frozen shipping and we kindly ask that you do not order such items via the Frozen Courier Service. If any such items are included in your order, we will, at out discretion, remove and refund those items prior to shipping and will not be able to split the order or offer reduced cost or complimentary shipping for such items.

Frozen Courier Services are offered to the following delivery postcodes in Victoria.

Orders placed by 8pm on a Thursday leave us on the following Monday in the morning and are sorted and go into frozen storage by our frozen Delivery Service Providers. Deliveries and then made the following week via frozen van to the following areas (guidance only):

Melbourne Metro area: (Melbourne Metropolitan area, bound by Frankston, Cranbourne, Berwick, Ferntree- Gully, Lilydale, Epping, Craigieburn, Diggers Rest & Werribee) – Deliveries daily: Monday-Friday

Morning Peninsula area: (Mornington, Mount Eliza, Mount Martha, Dromana, Rosebud, Rye, Sorrento, Portsea , St Andrews beach, Fingal , Cape Shank , Flinders, Redhill, Hastings, Tyabb and Somerville) – Deliveries: Tuesdays, Thursdays and Fridays

Geelong area: (Geelong township, Lara and South Waurn Ponds and Torquay, East to Portarlington including Ocean Grove, Queenscliff and Leopold) - Deliveries: Thursdays

Ballarat area: (Ballarat township, North to Wendouree, South to Mount Helen including Delacombe and East to Bacchus Marsh, Melton, Rockbank, Aintree, Toolern Vale and Eynesbury) – Deliveries: Wednesdays

Please note hours and days of operation during holiday periods. Orders will not be processed during times when the warehouse is closed and will be processed in order received once the warehouse reopens from holiday periods. Deliveries for frozen goods are guides only and may be subject to change during public holidays.

  1. Shipment Locations

5.1. Locations

Low Carb Emporium ships domestically across Australia. Additionally, certain products are available for international shipping to New Zealand. If you have a question about domestic or international deliveries, please contact Low Carb Emporium at hello@lowcarbemporium.com.au

5.2. Shipping Restrictions 

Low Carb Emporium ships to both commercial and domestic addresses. Customers can have their order shipped to a P.O. Box or an Australian Post parcel locker. 

Frozen Courier Service parcel cannot be shipped a P.O. Box or an Australian Post parcel locker and can only be shipped to residential or business addresses in select locations. Please refer to Item 4 for delivery locations.

 

  1. Shipment rates and delivery estimates

Low Carb Emporium endeavours to get your order to you as soon as possible. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays, Covid-19 related delays and other unforeseen circumstances may impact deliver time. Unless there are exceptional circumstances, Low Carb Emporium makes every effort to fulfil your order in the estimated time frames.

Please see the latest estimated shipping guidance from Australia Post. Please note that this is a guidance only and no timeline guarantees are expressed or implied.   https://auspost.com.au/service-updates

 (a)   Express Shipping (Australia)

Express Shipping cost is an additional $9.50 on top of standard shipping costs. Express Shipping orders are dispatched with the Australia Post Express E-parcel service.

Express Shipping may not be available for certain locations. If you have opted for the Express Shipping option and we do not ship via Express to your location we will contact you to let you know.

(b)   Standard Shipping (Australia)

Under normal circumstances orders are estimated to arrive within 3-5 business days after dispatch, subject to change due to circumstances outside the control of Low Carb Emporium. At present due to the impact of the Covid19 pandemic has resulted in longer shipping times.

Standard Shipping cost is $9.95 and is free for all orders above $130.

Standard Shipping orders are dispatched with the Australia Post E-parcel service or via a courier service at the discretion of Low Carb Emporium.

(c)   International Shipping

International shipping costs are based on weight with the prices as shown below. All prices are in Australian Dollars. For packages exceeding 10kg in weight please contact Low Carb Emporium directly to organize for shipping.

 

At present, due to the Covid19 pandemic, there are limited flights to and from Australia. This has resulted in longer than usual transit times for international deliveries. Please refer to the Australia Post website for the latest delivery estimates for international parcels.

 (d)   Frozen Courier Service

The Frozen Courier Service is charged at $19.95 per eligible order. Please see Item 4 for additional information. 

  1. Please note: 
  • Orders are not shipped or delivered on weekends or holidays.
  • Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
  • products may be delivered in separate shipments.
  • Due to covid-19 and large order volumes, packages to and from the Low Carb Emporium facility may be delayed. Low Carb Emporium appreciates your patience during this time.
  • Low Carb Emporium will not be responsible for absent receivers or wrong shipping address if you provide incorrect information.
  • The default shipping option for the Frozen Courier Service is Authority to Leave. Please note that any frozen items, whether packed in an esky or not, may spoil if left unattended. We recommend being home to accept your order if purchasing via the Frozen Courier Service. Low Carb Emporium will not be responsible for any loss (including theft) of delivered products or spoilage following an unattended delivery.
  • The default shipping option for all other deliveries at Low Carb Emporium require a signature on delivery. The Delivery Service Providers (such as Australia Post) may contact you for alternate delivery authorisations. If you choose to authorise a "leave in a safe place" delivery, Low Carb Emporium is unable replace the package in case of loss or damage. Delivery Service Providers, may at their own discretion, decide if the "leave in a safe place" delivery option is appropriate. If it is inappropriate, they may leave a card in the event that no one is able to accept delivery. In such event you may be required to collect your parcel from a nominated location such as a post office.
  • Click-and-Collect pickup dates vary based on product availability.

 

  1. Tracking Options

 Low Carb Emporium aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

 

  1. International Customs, Duties and Taxes

All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Low Carb Emporium is not responsible for any possible customs and taxes applied to your order or where a Customs Department does not permit a certain food product.

Low Carb Emporium has no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. Low Carb Emporium does not benefit in any way from these charges and works very closely with the Delivery Service Providers to ensure as few delays as possible. 

All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from Low Carb Emporium and shipping them internationally.

 

  1. Damages or Delays

In the event that an item is lost or damaged in the course of the Delivery Services, Low Carb Emporium asks that you:

  • In the event of delivery delays: contact the Delivery Service Provider directly to request an update on the delivery status and/or for them to launch an investigation about the delay; or
  • In the event of a damaged item or parcel: contact Low Carb Emporium by sending an email to hello@lowcarbemporium.com.au outlining in what way the products were damaged in transit. Please provide all relevant photographs outlining the damage. Please note that no refund will be provided for chocolates that melt in transit even if purchased with an ice pack. Please note that no refund will be provided for product spoilage a parcel ordered through the Frozen Courier Service was left unattended by you even if purchased with an esky.

 

  1. Missing or Lost Package

There are several reasons why a package gets lost or becomes a delivery exception. More often than not, the package is either in the building or with a neighbour. Low Carb Emporium politely requests that customers look in common courier hiding spots. Please take a look around and let Low Carb Emporium know if you find it. If you haven't located your order, at the first instance please contact the Delivery Service Provider to report missing or lost package, and email to hello@lowcarbemporium.com.au to report the missing or lost product. Low Carb Emporium will not be responsible for any loss (including theft) of delivered products following an unattended delivery.

 

  1. Questions 

Please contact hello@lowcarbemporium.com.au if you have any further question.