Shipping:
When shipping, we use the best options available to maintain thermal integrity of the goods during transit. In some capital cities we have our own fleet of refrigerated vehicles, have access to a contract fleet of vehicles, or, use only overnight couriers. Orders are packed to maintain the best temperatures during transit. This could be a thermal liner, a re-usable refrigerant, a polystyrene box or a combination of all three. During extreme weather events we might suspend shipping perishables and you will be advised of the status of your order. For the most part, orders containing perishables will travel well for 48 hours.

We can only ship within the boundaries of the gauranteed, overnight, Australian Air Express network (click here and use Cheltenham VIC 3192 as the origin to see if you are in the zone for coverage. Choose a Monday, Tuesday or a Wednseday as the pick up date). Note that there are restrictions on some products, and, no products can be shipped to international destinations. Orders containing persihables are shipped Monday, Tuesday and Wednesday to minimise the chance of orders being held over in transit over a weekend (Peak times, like Christmas, we will use our discretion to make sure you have the best chance of getting your order by a certain date).

Because of the nature of our products, we prefer to ship to a day time, business hours address and prefer a signature. Orders are best not to be shipped to PO Boxes. Because we use an overnight express service, delivering to PO boxes can cause delays. Security buildings or apartment blocks are a challenge for the couriers if you aren't home. In the event a signature cannot be obtained please advise us of a location (Near front door/on back porch/in carport etc) where your order can be left in safety. All orders are shipped with an "Authority to leave" (unless the order qualifies for free shipping)status. This means more convenience for you if you aren't available to accept the order personally. However, if a driver, at his discretion, decides that it is not safe to leave an order, it will be taken to the nearest post office and a note left advising you to collect your order from there. Instruction to "call before delivery" will be noted, but again, it will be at the discretion of the driver to carry this out and is not guaranteed. Please note, that we cannot accept liability for, or process a claim on an order for a perishable product delivered where a signature cannot be obtained.

We only ship using express, overnight methods (unless the order has qualified for free shipping). For these methods we have a tiered, shipping pricing schedule based on weight and is a flat price Australia wide.

In order to minimise freight costs for heavier orders, we might split the order into smaller consignments that will be shipped at the same time. Depending on the items you have ordered, we might choose to split the order if perishable and non perishable goods are selected. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items.

For orders of "dry" product only, we can ship anywhere in Australia and we might use another carrier(at no extra charge) or another party to complete the fulfillment.

Free Shipping:
Orders over $200.00 qualify for free shipping. When browsing through our website, keep this in mind to make big savings on your purchases. When despatching orders that qualify for free shipping, we will use the safest, most economical methods possible and might need to split your order. Off peak methods are used for heavy items but perishables will always be shipped express.

Remember, for orders containing perishables, we only ship on Mondays, Tuesdays and Wednesdays. For the most part, orders placed on these days by 1.30 pm AEST will be shipped that afternoon for overnight service. Please also note that the shipping rates for all items we sell are weight-based. The weight is determined by the actual weight of the product or it's cubic weight and is calculated using the greater of the two. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full kilo. Bulky items will have the industry standard cubic weight calculations applied. Most of our shipping is done from our Victorian warehouse. However, if a product is located at our warehouse in NSW, we might choose to ship from there as well. This may result in us splitting your order in order to satisfy and fulfil your requirements. Neither, our Victorian or New South Wales warehouses are open to the public.

When ordering cheese, we highly recommend you read this article first. There are some misconceptions about cheese that you should know about. Cheese travels very well using our methods but to the uninitiated, during confinement, an odour can be present. This is normal and is explained in the above mentioned link. When shiping perishables, especially cheese, we use a re-usable refrigerent. This product is designed to maintain a cool surface temperature on the product without damaging it by freezing the item. If you are concerened about the refrigerent having thawed, keep this in mind  - that it is designed to be shipped that way. As mentioned earlier, cheese is safe to ship with our methods and it is the core temperture that we try and maintain constantly.

Returns Policy:
If a product is defective, transit damaged, or shipped in error, contact us immediately to make arrangements for a store return and/or store credit within 24 hours of receiving the consignment. To do this, email us immediately (calvin@ideli.com.au ) advising us of the problem. We will make arrangements for an immediate replacement or for a coupon code to be applied to your account to the value of the goods being claimed and in the event of a product requiring return, make arrangements for re-shipping.

If you have supplied an address in which a signature cannot be obtained, we cannot accept responsibility for product spoilage. It is for this reason that we recommend you provide a daytime delivery address. If you have a question about a product or need more information, email calvin@ideli.com.au

Wholesale accounts:
If you're a foodeservice professional, fundraising comittee, boardroom catering manager or think you might qualify for a wholeasle account, then we possibly have some options for you to enjoy all of these great products and many more. Contact us using the form below and we'll get back to you.

Terms and conditions:
By agreeing to our terms and conditions, you are consenting that we can use you details to advise of special offers from time to time as outlined in our privacy statement.

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