1. Delivery Areas

Frozberries delivers to selected areas in New South Wales and surrounding regions as shown at checkout. Delivery availability may depend on your postcode, route scheduling, and product type (including frozen/chilled items requiring cold-chain handling).

If your postcode is outside our service area, delivery may not be available or may require a custom arrangement. Please contact us before ordering if you are unsure.

2. Delivery Days, Run Schedules and Time Windows

Delivery days and estimated time windows vary by area and route scheduling. Available dates/times shown on the website (including checkout) are estimates only unless expressly confirmed by us. We will make reasonable efforts to deliver within the selected or estimated timeframe.

Delivery times may be affected by traffic, weather, route changes, access delays, high order volumes, product availability issues, or other operational factors. We may contact you if a material delay occurs.

3. Order Processing and Cut-Off Times

Orders are processed after payment is successfully received. Order cut-off times for next available delivery/pickup may vary by location, day, and product availability. Cut-off timing shown on the website, where displayed, is the applicable guide for online orders.

Orders placed after a cut-off time, on weekends, or on public holidays may be processed on the next business day or next available delivery run.

4. Delivery Fees, Handling Fees and Minimum Order Requirements

Delivery fees, handling fees, and minimum order requirements vary depending on delivery area. Fees are calculated and displayed at checkout.

Location	Minimum Order	Fees (Delivery + Handling)	Free Delivery Terms
Sydney	$75	$10 + $5 Handling	Orders over $125 (Only $5 Handling applies)
Central Coast	$75	$20 + $5 Handling	Orders over $120 (Only $5 Handling applies)
Regional Canberra, Newcastle, Hunter	$125	$20 + $5 Handling	Orders over $155 (Only $5 Handling applies)
Anna Bay / Nelson Bay	$200	$20 + $5 Handling	Orders over $250 (Delivery fee waived)

We may update delivery areas, fees, thresholds, or minimum order values from time to time by updating the website and/or checkout pricing.

5. Customer Delivery Responsibilities

To help us deliver your order safely and on time, you must ensure that:

• Your delivery address, contact number, and access details are accurate and complete.
• Someone is available to receive perishable items at the nominated delivery address (unless an alternative arrangement is agreed).
• You are reasonably contactable by phone/message at or around the delivery time if delivery instructions need confirmation.
• Any gate codes, building access, parking instructions, or other relevant information are provided at checkout or before delivery.
• A suitable and safe area is available if any agreed unattended delivery arrangement is to occur.

6. Unattended Deliveries / Safe Place Requests

Due to the nature of frozen, chilled, and perishable goods, we may not be able to leave an order unattended unless there is a suitable, safe, and cool location and we agree to do so. We may refuse to leave perishable goods unattended where, in our reasonable view, doing so could compromise product quality or safety.

If you request unattended delivery and we agree, the risk relating to product condition after delivery may pass to you once the order is delivered to the agreed location, subject to your rights under Australian Consumer Law.

7. Failed Delivery / Customer Unavailable

Delivery may be treated as failed or incomplete where:

• No one is available to receive perishable goods when required;
• We cannot safely leave the order in a suitable cool area;
• There is no response to phone calls/messages reasonably required to complete delivery;
• The address or access details provided are incorrect, incomplete, or inaccessible;
• Delivery is prevented by site-specific access restrictions not disclosed in advance.

If delivery cannot be completed due to a customer-related reason, re-delivery fees may apply and any original delivery fee may be non-refundable. We may contact you to arrange re-delivery, pickup, or another reasonable solution (subject to product condition and food safety considerations).

If a delivery issue is caused by our fault (for example, driver error, routing error, or an avoidable operational issue caused by us), we may offer a re-delivery at no extra charge and/or refund the delivery fee as appropriate.

8. Delays, Route Changes and Partial Deliveries

We may occasionally experience delays or require route changes due to traffic, weather, vehicle issues, safety concerns, stock availability, or other operational matters. In some cases, we may deliver part of your order first and arrange the remaining items separately, or offer a substitution/refund for unavailable items in accordance with our policies.

If an item is unavailable after ordering, we may contact you regarding substitutions or a refund for the unavailable item(s).

9. Factory Pickup Policy

Factory pickup is available by arrangement/appointment only unless otherwise stated on the website. Pickup timing and availability may vary depending on staffing, order preparation time, and product type.

Pickup Requirements

• Please wait for pickup confirmation (where applicable) before attending.
• Bring your order confirmation number (and, if requested, proof of identity or payment verification details).
• Collect perishable items promptly and place them into suitable storage/transport conditions as soon as possible.
• If another person is collecting on your behalf, you may be asked to provide prior notice and order details.

Missed or Late Pickup

If you do not collect your order within the agreed pickup window, product quality (especially for frozen/chilled goods) may be affected. Additional handling or re-preparation charges may apply in some circumstances where permitted by law and where communicated to you.

10. Risk, Storage and Product Care After Delivery / Pickup

You are responsible for ensuring products are stored appropriately after delivery or pickup. Frozen and chilled items should be transferred to suitable refrigeration/freezing conditions immediately. We cannot guarantee the quality or safety of perishable goods where they are left unattended for extended periods or stored incorrectly after handover, subject to your rights under Australian Consumer Law.

11. Handling Fee, Delivery Fee and GST

Handling Fee: Any handling fee charged at checkout is generally non-refundable. However, the handling fee may be refunded where the order is completely wrong, defective, or the issue was caused by our fault.

Delivery Fee: Delivery fees are generally non-refundable in failed delivery situations caused by customer-related reasons. If the issue was caused by our fault, we may refund the delivery fee or arrange re-delivery at no extra charge.

GST: All prices, delivery charges, fuel-related delivery costs, and handling fees displayed at checkout are inclusive of GST where applicable. Any GST charged will be shown at checkout and/or on your tax invoice.

12. Returns, Refunds and Consumer Rights

Shipping and delivery arrangements do not limit your rights under the Australian Consumer Law. Where goods are faulty, unsafe, not of acceptable quality, or not as described, you may be entitled to a remedy in accordance with the law.

For operational return windows, claim requirements (including photo evidence), and refund processing information, please refer to our Return & Refund Policy.

13. Changes to This Policy

We may update this Shipping, Delivery & Pickup Policy from time to time to reflect changes to our delivery network, fees, operational processes, or legal obligations. The updated version will be published on this page with a revised "Last Updated" date.

14. Contact Us

If you have questions about delivery, pickup, fees, or order scheduling, please contact us:

• Email: [email protected]
• Phone: (02) 9987 0888
• Factory Address: 29 Hope Street, Melrose Park, NSW 2114
• Hours: Monday to Friday, 8:00am - 4:00pm (AEST/AEDT)

Please also review our Terms & Conditions, Privacy Policy, and Return & Refund Policy.