Shipping policy
Introduction
Welcome to DeliverFresh's delivery-based service. Our Shipping Policy outlines our practices for orders placed through our website and other approved ordering channels. By placing an order with DeliverFresh, you agree to this policy.
Shipping Zones and Eligibility
DeliverFresh offers delivery services to selected areas within Australia. Delivery availability may vary depending on location, order size and our delivery capability.
We continuously update our delivery areas and may use postcode-based eligibility and geo-fencing as our delivery network grows.
To use our delivery service, your delivery address and order must meet the applicable eligibility requirements displayed at the time of ordering.
Order Processing and Delivery
- Order Processing: We aim to process orders promptly upon receipt. Processing times may vary depending on order volumes, product availability, supplier availability and delivery requirements.
- Delivery Times: Our standard service generally aims for next-day delivery for eligible orders. Our estimated delivery window is generally between 9:00 AM and 3:00 PM (Melbourne Time).
Actual delivery times may vary due to factors including delivery location, order size, traffic, weather, product availability, operational requirements and circumstances outside our reasonable control.
Shipping Fees
Shipping fees may be calculated based on factors including the total order value, delivery location, delivery distance and selected delivery method. Applicable delivery charges will be displayed during the ordering process or included in the relevant invoice.
From time to time, DeliverFresh may waive delivery fees or offer free-delivery promotions, including free delivery for orders above a specified value. Promotional conditions may vary and may be changed or withdrawn from time to time.
Delivery Methods and Partner Network
DeliverFresh provides delivery and fulfilment services through a combination of our own operations and approved third-party partners.
To make our service faster, more efficient and accessible across a wider delivery area, in some circumstances all or part of your order may be sourced, packed, fulfilled and/or delivered through the DeliverFresh Partner Network.
Our Partner Network may include local fruit and vegetable stores, fresh produce suppliers, wholesalers, fulfilment partners, independent couriers and other approved delivery providers.
Depending on your delivery location, product availability and operational requirements, your order may therefore be prepared or dispatched from a local partner rather than directly from a DeliverFresh facility.
This model helps DeliverFresh to:
- provide faster local fulfilment and delivery;
- reduce unnecessary delivery distances;
- improve product availability;
- expand our service coverage;
- continue serving customers when a product is temporarily unavailable from our primary supply location.
Where a third-party partner is involved, DeliverFresh may provide that partner with information reasonably necessary to fulfil or deliver the order, such as the customer's name, delivery address, contact details, delivery instructions and relevant order information.
Regardless of whether your order is fulfilled directly by DeliverFresh or through an approved partner, DeliverFresh Customer Support remains available to assist you with your order.
Product Availability
Fresh produce is seasonal and product availability may change quickly due to weather, market supply, supplier availability, quality standards and customer demand.
In some circumstances, an item may become unavailable after an order has been placed.
Where reasonably possible, DeliverFresh may attempt to source the product through another approved supplier or Partner Network member.
If an ordered product cannot reasonably be supplied, DeliverFresh will provide an appropriate resolution in accordance with applicable consumer law, which may include offering an acceptable substitute, credit or refund.
Delivery Instructions
To ensure a smooth delivery experience, customers should provide complete and accurate delivery instructions, including any access requirements, unit numbers, gate codes and appropriate contact information.
Incorrect or incomplete delivery information may result in delays or unsuccessful delivery attempts.
Handling Perishable Items
Orders may contain perishable items including fresh fruits and vegetables, dairy products, chilled products or frozen goods.
Customers should ensure that someone is available to receive the delivery promptly or provide suitable authority and instructions for the order to be left in an appropriate location.
Perishable products should be collected and stored appropriately as soon as possible after delivery to maintain their freshness, quality and food safety.
Order Changes and Cancellations
Customers may request changes to or cancellation of an order until 3:00 PM (Melbourne Time) on the day the order is placed, subject to the order not already having entered purchasing, packing, fulfilment or dispatch.
Once an order has been allocated for fulfilment or delivery, changes or cancellation may not always be possible.
For further information, please refer to our Order Changes/Cancellation Policy or contact DeliverFresh Customer Support.
Quality Assurance
DeliverFresh is committed to supplying fresh and good-quality products.
Fresh fruits and vegetables are natural agricultural products and may reasonably vary in size, shape, colour, appearance, texture and ripeness. Seasonal and weather conditions may also affect the appearance and characteristics of fresh produce.
If you believe that an item received is damaged, spoiled, incorrectly supplied or otherwise does not meet reasonable quality expectations, please contact DeliverFresh Customer Support as soon as reasonably possible after delivery, preferably on the same day.
Where possible, please provide photographs of the affected product together with your order details. This allows our team to review the concern and determine an appropriate resolution.
Depending on the circumstances, an appropriate resolution may include a replacement, credit or refund.
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that customers may have under the Australian Consumer Law.
Governing Law
DeliverFresh's Shipping Policy is governed by the applicable laws of Victoria and Australia. Any dispute will be dealt with in accordance with applicable Australian law and the jurisdiction of the appropriate courts and tribunals.
Amendments
DeliverFresh reserves the right to update or amend this Shipping Policy from time to time to reflect changes in our operations, delivery areas, fulfilment model, Partner Network or applicable requirements. The latest version of the policy will be published on our website.
Contact Us
For questions or concerns regarding your delivery, order or this policy, please contact DeliverFresh Customer Support:
Toll Free: 1300 905 418
Email: support@deliverfresh.au
Notice: Error Reporting
If you discover a grammatical, typographical or other error in this document, please bring it to our attention by contacting DeliverFresh Customer Support on 1300 905 418 or at support@deliverfresh.au. We appreciate your assistance in helping us maintain accurate and up-to-date information.
Effective Date: 27/08/2026
