Shipping policy

OUR DELIVERY SERVICE

To receive an order from us, you must be located in one of our delivery zones.

Delivery days vary according to location.

The driver will take a photo of the delivery box in its position and this will be available via the tracking link 

Next day delivery is available for customers located in metro Melbourne only.

Ownership of the products will transfer to you once your order has been delivered in accordance with your delivery instructions.

Please take care when entering your delivery address, as refunds will not be provided when an address is entered incorrectly.

Please note that drivers will not always ring the doorbell, so it is best to rely on the SMS for updates on delivery

We recommend selecting a delivery day when you will be home to ensure that cold items are refrigerated as soon as possible.

All orders must have an address attached to them. It is not possible for drivers to meet you at an address that is not provided on your order.

Deliveries to workplaces must be accessible throughout the entire delivery window.

If your property is difficult to access, please provide details in the notes section of your order to avoid being charged for redelivery.

All our orders are transported in refrigerated vehicles with insulation and an ice pack.

If you require to make changes to your order, please email heybutcher@hagensorganics.com.au at least 48 hours before your order is due to arrive. We cannot guarantee that these changes are possible.

Ownership of the products will transfer to you once your order has been delivered in accordance with your delivery instructions.

If your order is delivered during the day and it is stolen, we will not be able to replace your order.

We are not able to accept requests for specific delivery times. Our delivery service will provide an ETA of your delivery and will leave your order in your absence if there is a safe place to do so. 

We maintain the right to decline or dismiss any order you make with us, regardless of the reason, including if we suspect fraudulent activity. At our discretion, we may provide you with additional information and/or reprocess your order. Before proceeding with reprocessing (which is solely up to us), we may ask you to provide further details, such as a government-issued ID (e.g., driver's license), to confirm your identity and match it with the information in our system.

We will not issue refunds if orders are delivered outside of requested delivery time frame. 

OVERNIGHT DELIVERIES

If you select the overnight delivery window, you will still receive notifications and a tracking link, however our driver will not disturb you (no doorbell or knock)
It is your responsibility to ensure that your delivery can be left in a suitable, safe location.
This may not be a suitable option for secure buildings and apartments complexes.
If your order is delivered overnight and it is stolen, we will not be able to replace your order.

Please provide detailed delivery instructions in the field at checkout (ie on the front porch or foyer apartment access code). If your nominated delivery address is an apartment, unit or other secured building you must provide the code, instructions or such other means to ensure delivery can left safely.