Shipping policy
Last updated: September 2026
Order Processing
Orders are typically processed within 1–2 business days of payment. During peak seasons and promotions this may stretch a little, and we appreciate your patience.
Shipping Rates
These rates apply to retail orders. Wholesale and trade orders are quoted live at checkout — see Wholesale & Trade Orders below.
Within Australia:
- Standard Shipping — $11.95
- Express Shipping — $19.95
- Standard Shipping is free on retail orders over $120
International orders are quoted live at checkout, priced on the weight of your order and your delivery address — see International Shipping below.
On free shipping orders we choose the most suitable carrier at our discretion, always a reliable, high-quality service.
Delivery Timeframes
Estimated times after dispatch:
Standard Shipping
- Metro: 2–5 business days
- Regional: 3–7 business days
Express Shipping
- Metro: 1–2 business days
- Regional: 2–4 business days
International
- 7–14 business days, depending on destination and customs
These are estimates. Location, carrier delays and busy periods can all shift them.
Order Tracking
Once your order is dispatched you’ll receive an email with tracking details, so you can follow its journey.
Delivery Addresses & Redelivery
We send every order to the delivery address entered at checkout, so please take a moment to make sure it’s complete and current. That means your business name where relevant, a street number, and any delivery instructions if your premises have restricted access or limited hours.
If a parcel can’t be delivered and is returned to us, redirected to a different address, or needs a second delivery attempt, our carrier charges a fee for each of these. We pass that fee on at cost, with nothing added, and we’ll always let you know before anything is charged.
If you’d prefer a refund rather than redelivery, a 30% restocking and administration fee applies.
And if a parcel goes astray, please get in touch. We’ll chase it down with the carrier for you.
Order Changes & Cancellations
We move orders through quickly, so changes and cancellations aren’t always possible. If you need to change something, contact us as soon as you can and we’ll do what we can.
Shipping Protection
We take great care packing every order, but once it leaves our hands the journey can be unpredictable. Shipping Protection can be added at checkout.
- Retail orders — $2.95
- Wholesale orders — $7.95, reflecting the size and value of a trade carton. See Wholesale & Trade Orders below.
With Shipping Protection — if anything arrives damaged, send us a photo and we’ll replace it as a priority, free of charge.
Without Shipping Protection — damaged items will still be replaced, but replacement shipping charges will apply.
Damaged or Lost Shipments
If your order arrives damaged or goes missing in transit, contact us as soon as possible and we’ll work with you to sort it out.
PO Boxes
We ship to Australian PO boxes via Australia Post only.
International Shipping
We ship to Canada, Hong Kong, Japan, New Zealand, Singapore, the United Kingdom and the United States.
International shipping is quoted live at checkout by Australia Post, priced on the weight of your order and your delivery address, and shown in your own currency. There is no flat rate — you pay what it actually costs to send, plus handling. There is no free shipping threshold on international orders. Delivery is usually 7–14 business days after dispatch.
Duties and taxes are included. The total you see at checkout is the total you pay. Your parcel travels with import duties and taxes already accounted for, so it isn’t held for payment and you aren’t asked for money on delivery. If a carrier ever does send you a bill, email it to us at hello@theteacollective.com.au and we’ll make it right.
Some products are restricted for international shipping under customs regulations — please check individual product listings. Customers are responsible for complying with their local import rules.
The Tea Collective isn’t liable for parcels delayed or held by customs. If a parcel is returned to us because it didn’t comply with import regulations, any associated costs are the customer’s responsibility.
Wholesale & Trade Orders
This section applies to approved wholesale accounts. Where it differs from the rest of this policy, this section applies to wholesale orders.
Freight is charged at cost. When you check out you’ll see live quotes from Australia Post, Aramex and TNT/FedEx, priced on the weight of your order and your delivery address, and you can choose whichever service suits you. There is no free freight threshold on wholesale orders.
As a rough guide, the best value option tends to work out like this:
| Order size | Usually the best value |
|---|---|
| One or two cartons | Australia Post Parcel Post |
| Around 15–20 kg | Aramex |
| 30 kg and over | TNT/FedEx Road Express |
This is a guide only — the quotes shown at checkout are the actual prices, and they’ll vary with your location.
TNT/FedEx services deliver to business addresses only. If your delivery address is residential, please choose Australia Post or Aramex; TNT/FedEx will decline a residential delivery and the redelivery cost is passed on.
If a freight charge looks wrong to you, please email us at sales@theteacollective.com.au before completing your order and we’ll check it for you.
Please also keep your business hours and any access instructions current — see Delivery Addresses & Redelivery above for how failed delivery, redirection and return to sender costs are handled.
Shipping Premium Cover — $7.95
Trade cartons travel further, weigh more and change hands more often than a retail parcel, so we offer cover sized for them. It is added to your cart by default and you are welcome to remove it.
Breakages are always credited, cover or no cover. What the cover changes is what happens next:
- With Premium Cover — we prioritise your replacement and reship it at our cost, so your shelf is refilled quickly and you pay nothing further.
- Without it — confirmed breakages are still credited, but the freight on a reship is payable.
Damaged or short deliveries
Please check your order on arrival and let us know within 5 business days of delivery of any damage, shortage or discrepancy, with photographs where relevant. We will credit confirmed shortages and transit damage. Change-of-mind returns are not accepted on wholesale orders. Nothing in this clause limits your rights under the Australian Consumer Law.