Shipping and Returns
Dispatch on all new orders placed will be dispatched within 24-48 hours and existing recurring orders will occur every Wednesday* (dependent on your frequency). Our partnered courier company will provide an ETA in an email once dispatched, however, these estimates are subject to change and are not guaranteed. Deliveries are not made on weekends or public holidays as they apply nationally and to each State. Delivery services are available to all areas in Australia. Please allow 2-3 business days for NSW and 7- 10 business days for interstate arrival.
*Pablo & Rusty’s Coffee Roasters reserves the right to hold any orders and choose/change any delivery service at their convenience.
Pablo & Rusty’s reserves the right to change prices for delivery at any time. Delivery charges for orders to be sent outside Sydney, NSW, Australia are subject to confirmation at the time the order is placed.
If you REQUIRE a fully insured postal service that must be signed for, rather than being left at your door, it is your responsibility to request this at the time of ordering. An additional charge will be payable for this service.
Once purchases have been dispatched, we cannot be held responsible for items lost or damaged in transit. With our nominated Courier Service we recommend that your nominated delivery address is one where someone is present to accept your delivery between the hours of 9.00am and 5.00 pm. The courier company cannot guarantee a specific delivery date or time. If no one is present to accept the delivery, a slip will be left in the mailbox so that you can negotiate a suitable arrangement for final delivery or collection.
Although every effort is made to ship your order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. If your Product has not arrived after the estimated delivery time, please contact the courier directly. You may also get in touch with us at email@example.com. Title and risk of loss to all products will pass to you on delivery.
Refunds or faulty product policy
The Pablo & Rusty’s Coffee Roasters team and its partners attempt to be as accurate and efficient as possible. If you receive a damaged or defective item, please contact us within 24 hours of receiving the goods. Please supply your order number from your original confirmation email, as well as a description or image of the damage or defect, along with your email address and phone number. Once we receive all the necessary information Pablo & Rusty’s Coffee Roasters will assess the information provided and come to a suitable solution. We will only provide a partial or full refund if either the product or communication has been misinformed. Unfortunately, we don’t accept returns of consumable goods.
Products damaged in transit
All orders are delivered by Australia Post or by our nominated Courier Service which is an independent courier company. Please do not ASSUME that your package will be delivered by one service or another. Unless you tell us otherwise, we will choose the most appropriate delivery option as outlined above. Please consider the information below so you are aware of your obligations in relation to delivery options. Australia Post Express satchels are NOT insurable.
It is however, a much quicker service in general. Damage, loss or theft incurred as a result of using this delivery option is at the purchasers risk. If you REQUIRE a fully insured postal service such as Australia Post Registered that must be signed for, rather than being left at your door, it is your responsibility to request this at the time of ordering. Australia Post Registered automatically includes $100 insurance. Additional fees are payable for full insurance and person-to-person delivery options.
Pablo & Rusty’s is proud to offer our customers quality products. We will endeavour to supply you with products you have ordered in good condition. However, on occasion goods that are sealed within cartons may be faulty as a result of a manufacturing defect from our suppliers. If this occurs please email us at firstname.lastname@example.org. We will supply you with a replacement product upon assessment.