Shipping & Delivery Policy

Aussie Chook Supplies (ABN 46 542 774 497) supplies poultry products and equipment through www.aussiechooksupplies.com.au. This Shipping & Delivery Policy applies to all orders placed through the website and explains how Aussie Chook Supplies processes, dispatches, ships, tracks, delivers and manages orders within Australia and internationally.

By placing an order through the website, the customer acknowledges that they have read, understood and agreed to this Shipping & Delivery Policy.
 

1. Scope of this policy

This policy applies to orders for products purchased through the Aussie Chook Supplies website.

This policy covers dispatch, carrier selection, freight calculations, delivery timeframes, tracking, authority to leave, customer address responsibility, return to sender situations, redelivery, missing parcels, damaged or incomplete orders, international shipping, customs and border action, pick-up arrangements, dropship arrangements, return addresses, and events outside reasonable control.
 

2. Main carriers and shipping methods

Aussie Chook Supplies dispatches the large majority of orders through the Australia Post network because of its broad coverage and established delivery infrastructure across Australia.

Aussie Chook Supplies may also use other carriers where appropriate for the size, weight, destination, handling requirements, supplier location or nature of the order. These carriers may include Allied Express, TNT, Northline, Couriers Please and private carriers.

Carrier selection is determined by Aussie Chook Supplies unless a specific shipping method is expressly offered and selected by the customer at checkout.
 

3. Dispatch timeframe

Orders are generally dispatched within 1 to 3 business days unless a different timeframe is stated on the product page, in the cart, at checkout, by email, or in another communication from Aussie Chook Supplies.

Dispatch time refers to the time required to receive, process, pack, prepare and lodge the order with the relevant carrier. Dispatch time is separate from delivery time.

Business days do not include weekends, public holidays, or days on which carrier, supplier, warehouse, transport or fulfilment operations are unavailable or materially disrupted.

Aussie Chook Supplies may require additional time to dispatch orders during peak periods, promotional periods, public holiday periods, supplier delays, stock transfer periods, operational interruptions, force majeure events, or where additional checks, freight calculations or customer approvals are required.
 

Delivery timeframes

Delivery timeframes are estimates only and are not guaranteed.

For most Australian orders, delivery is carried out through the Australia Post network. Delivery times vary depending on destination, route, postcode, service level, network capacity, weather, transport conditions, public holidays, regional access and other factors outside the control of Aussie Chook Supplies.

Customers should refer to Australia Post's current delivery information at: https://auspost.com.au/business/shipping/delivery-speeds-and-coverage.

A delay in transit does not by itself mean that a parcel is lost, defective, or automatically eligible for refund, replacement, resend or chargeback.
 

5. Shipping charges

Shipping charges are calculated at checkout unless otherwise stated on the website, product page, in the cart, or in direct communication from Aussie Chook Supplies.

Any free shipping offer, free postage promotion, flat-rate shipping offer, bulky freight surcharge or special freight arrangement applies only as specifically stated at the time the order is placed.

Shipping charges may vary depending on order size, weight, dimensions, destination, number of parcels, carrier rates, rural or remote delivery status, special handling requirements, supplier location, and other operational factors.
 

6. Free postage items

Where a customer orders a free postage item together with one or more items that normally require postage, postage will not be charged on the free postage item, but normal postage charges may still apply to the other items in the order.

Where possible, Aussie Chook Supplies may combine items to minimise postage costs.

If items are successfully combined and the actual carrier charge is lower than the postage amount paid at checkout, Aussie Chook Supplies may refund the difference between the postage paid at checkout and the amount actually charged by the carrier.

Free postage offers may be changed, withdrawn, limited or excluded at any time before an order is placed.
 

7. Manual freight calculation for bulky or special items

Some products, including oversized, bulky, fragile, heavy, awkward, palletised, long, remote-destination or special-handling items, require manual freight calculation rather than automatic checkout pricing.

Where manual freight calculation applies, Aussie Chook Supplies may obtain one or more freight quotes using a suitable carrier or carriers, including Allied Express, TNT, Northline, Couriers Please, Australia Post where applicable, or private carriers.

The quoted freight amount, and where relevant the proposed freight carrier, will be provided to the customer for approval before dispatch.

Approval of the freight arrangement and full payment of the order, including any freight component, must be received before dispatch occurs.

If a customer does not approve the freight quote, does not approve the proposed freight carrier, or does not make full payment, the order will not be dispatched unless and until an alternative arrangement is agreed.

If no agreement is reached, the order may be cancelled and any refund processed in accordance with applicable law and any non-excludable rights under Australian Consumer Law.
 

8. Tracking numbers

Tracking numbers are provided for all Australia Post parcel shipments.

Tracking numbers are also provided for bulky freight shipments where tracking is available through the selected freight carrier.

Once tracking information is issued, the customer is responsible for monitoring the tracking status directly through the relevant carrier.

Aussie Chook Supplies may assist with reasonable tracking enquiries, but is not responsible for delays in tracking updates, missing scans, carrier system errors or the internal tracking practices of third-party carriers.
 

9. Dropship arrangements and split shipments

Aussie Chook Supplies utilises approved dropship arrangements with selected suppliers located in different parts of Australia for certain items.

Where a product is shipped directly from a supplier, dispatch timing, packaging, consignment grouping, carrier selection, shipping origin and delivery timing may differ from standard in-house fulfilment.

Items in the same order may be shipped separately, may arrive in multiple consignments, and may arrive on different dates.

Aussie Chook Supplies is not required to hold a complete order for consolidated dispatch where items are supplied from different locations, unless that arrangement has been expressly agreed in writing.
 

10. International orders and destination-country laws

Aussie Chook Supplies may accept orders from customers outside Australia.

International order acceptance, dispatch and delivery depend on carrier services, export conditions, import laws, destination-country restrictions, customs requirements, biosecurity requirements, and operational limitations current at the time of dispatch.

The fact that Aussie Chook Supplies accepts an international order does not mean that the goods are lawful to import into the destination country, nor does it mean that the goods will clear customs or be delivered.

The fact that a similar order has previously been shipped to the same country, or that another customer has previously received the same or a similar product in that country, does not guarantee that a later shipment will be accepted, released, or delivered.

International customers are solely responsible for checking whether the ordered goods can be lawfully imported, possessed, used, distributed or administered in the destination country.

This is particularly important for animal health products, poultry treatments, medicines, antibiotics, supplements, disinfectants, chemical products, veterinary-related items and any product that may require import approval, registration, declaration, prescription, permit, quarantine clearance or other regulatory approval.
 

11. Customs, import fees and border action

Any customs duty, import tax, tariff, customs processing fee, brokerage fee, storage fee, inspection fee, quarantine fee, border processing fee, regulatory charge or similar amount imposed in the destination country is the customer's sole responsibility unless expressly stated otherwise by Aussie Chook Supplies.

If an international parcel is delayed, held, inspected, rejected, returned, destroyed, confiscated, seized or otherwise not delivered because of customs action, border action, biosecurity action, import restrictions, prohibited goods rules, missing permits, incorrect assumptions about legality, or any decision of a postal, customs, quarantine, border, government or regulatory authority, Aussie Chook Supplies is not responsible for that outcome.

To the maximum extent permitted by law, Aussie Chook Supplies is not required to refund shipping charges, replace goods, resend goods or compensate the customer for non-delivery where the issue arises from destination-country laws, customs processes or border action outside the control of Aussie Chook Supplies.

If a parcel is returned to Aussie Chook Supplies in saleable condition, a refund, resend or store credit may be considered at the discretion of Aussie Chook Supplies, less original shipping charges, return charges, carrier charges, customs charges, administrative costs and any other non-recoverable fees.
 

12. Customer address responsibility

Customers are solely responsible for entering and checking the delivery address, suburb, state, postcode, country, business name where applicable, contact number, email address and any other required delivery information at the time of ordering.

Aussie Chook Supplies does not accept responsibility for errors made by customers when entering delivery details.

Shipping labels are produced from the delivery details supplied by the customer and transferred into the relevant shipping system or carrier platform.

Aussie Chook Supplies is not responsible for delays, failed delivery attempts, misdelivery, return-to-sender events, re-lodgement charges, redirection charges, re-shipping charges, loss, or non-delivery caused by incorrect, incomplete, outdated, inaccurate, auto-filled or otherwise erroneous information supplied by the customer.
 

13. PayPal and payment-platform addresses

Where payment is made through PayPal or any other payment platform that provides address information, the customer is responsible for ensuring that the address linked to the payment method, and the address entered at checkout, are correct and current before the order is submitted.

Where Aussie Chook Supplies states that an order will be sent to the PayPal address or otherwise relies on the address submitted with the order, the customer accepts full responsibility for ensuring that the selected address is correct.

If a PayPal address or other payment-platform address is incorrect, incomplete, outdated or otherwise wrong, the customer is responsible for any resulting delay, failed delivery, return-to-sender event, re-lodgement, redirection or re-shipping cost.

Order notes, customer account information and payment-platform details may be processed automatically and may not override shipping information once the order has entered the dispatch workflow.
 

14. Authority to Leave

If a customer requests Authority to Leave, provides delivery instructions permitting the parcel to be left unattended, or selects any delivery option that allows unattended delivery, the parcel will be left at the customer's risk once delivered in accordance with those instructions or the carrier's usual delivery process.

Aussie Chook Supplies is not responsible for theft, weather damage, animal interference, tampering, deterioration or loss occurring after delivery in these circumstances.

Customers should only request Authority to Leave where the location is secure, accessible and suitable for unattended delivery.
 

15. Failed delivery, redelivery and re-shipping

If delivery cannot be completed because the customer supplied incorrect details, failed to collect the parcel, was unavailable where attendance was required, refused delivery, failed to respond to carrier contact, failed to comply with carrier requirements, or otherwise caused the parcel to be returned, redirected, held or rebooked, the customer is responsible for all additional delivery-related costs.

These costs may include re-lodgement charges, redelivery fees, re-shipping charges, return freight, storage charges, handling fees, carrier administration fees and any other charges incurred because the original delivery could not be completed.

Aussie Chook Supplies is not obliged to resend any parcel until all additional charges have been paid in full.
 

16. Return to sender and abandoned parcels

A parcel may be treated as return to sender or abandoned where it is unclaimed, refused, undeliverable, not collected from a post office, parcel locker or collection point, or otherwise returned by the carrier.

Where a parcel is returned to Aussie Chook Supplies for any of these reasons, the original outbound shipping charge is generally non-refundable.

If the customer requests re-delivery, the customer must pay the new shipping charge and any additional return, storage, administration or handling charges before the goods are dispatched again.

If the customer no longer wants the goods, any refund may be reduced by the original shipping charge, return charges, carrier charges, handling costs and any other non-recoverable fees, to the extent permitted by law.
 

17. Missing, delayed, stolen or undelivered parcels

If a parcel appears delayed, the customer should first check tracking information.

If further assistance is required, the customer should contact Aussie Chook Supplies with the order number, tracking number and relevant delivery details.

Shipping enquiries and carrier investigations are subject to carrier scan history, internal claims procedures, response timeframes and any investigation requirements imposed by the relevant carrier.

Where a parcel is marked as delivered, the customer must first check the delivery address, letterbox, parcel locker, safe places, around the property, with neighbours, household members, reception, building management, and the relevant post office or carrier before requesting further action.

If a parcel is said to be missing or stolen after delivery, Aussie Chook Supplies may require supporting information including photographs, written confirmation, proof of enquiry, statutory declaration or police report before considering any claim, replacement or goodwill outcome.
 

18. Incomplete, damaged or incorrect orders

If an order arrives damaged, incomplete or contains an incorrect item, the customer should contact Aussie Chook Supplies within a reasonable time and provide photographs of the outer packaging, shipping label, packing materials and affected goods where available.

Aussie Chook Supplies may require sufficient information to assess whether the issue arose during packing, supplier fulfilment, transit, delivery or post-delivery handling.

Where appropriate and consistent with Australian Consumer Law, Aussie Chook Supplies may replace the affected item, resend missing items, provide store credit, arrange return or issue a refund.
 

19. Pick-up arrangements

Where pick-up is offered, it is strictly by appointment only and only after confirmation from Aussie Chook Supplies.

Aussie Chook Supplies no longer operates from Hastings.

Pick-up arrangements, where available, are from Cranbourne North or another location specifically notified by Aussie Chook Supplies.

Customers must not attend for collection unless they have received clear pick-up instructions.
 

20. Return address for authorised returns

All authorised returns must be sent only to the return address specified by Aussie Chook Supplies at the time return approval is provided.

Unless otherwise notified in writing, the return address for authorised returns is:

Aussie Chook Supplies  
P.O. Box 7111  
Cranbourne North VIC 3977  
Australia

A customer must not return goods without prior authorisation where authorisation is required under the applicable returns or refund process.

Aussie Chook Supplies may nominate a different return address for certain brands, suppliers, faulty goods, warranty matters, exchange items or special return categories.
 

21. Proof of dispatch, carrier records and risk

Aussie Chook Supplies may rely on proof of lodgement, tracking events, delivery scans, shipping labels, carrier records, dispatch records, internal fulfilment records and related system records when assessing delivery enquiries, disputes, chargebacks, claims and investigations.

Subject to any non-excludable rights under Australian Consumer Law, risk in the goods passes to the customer when the goods are delivered to the address supplied by the customer or otherwise made available in accordance with the selected delivery method.

For international orders, the customer also bears the risk of customs delay, seizure, rejection, destruction, return or non-delivery arising from destination-country laws or border action once the goods are lodged for export and enter the cross-border shipping process.
 

22. Force majeure

Aussie Chook Supplies is not liable for delay, failure to dispatch, failure to deliver, interruption of supply, inability to perform, suspension of service or any other shipping-related disruption where the event arises from circumstances beyond reasonable control.

These circumstances include, without limitation, pandemic, epidemic, public health emergency, quarantine, lockdown, government direction, border closure, carrier suspension, industrial action, civil unrest, war, terrorism, cyber incident, supplier failure, network outage, fire, flood, storm, earthquake, natural disaster, transport disruption, import restriction, export restriction or any other similar event beyond reasonable control.

Where such an event occurs, Aussie Chook Supplies may suspend dispatch, delay performance, extend timeframes, change carriers, split consignments, cancel affected orders, or take any other reasonable operational step necessary in the circumstances.
 

23. Australian Consumer Law

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

Where the customer is entitled to a non-excludable remedy under the Australian Consumer Law, that remedy will apply notwithstanding any other provision of this policy.
 

24. Changes to this policy

Aussie Chook Supplies may update this Shipping & Delivery Policy from time to time to reflect changes in carriers, supplier arrangements, freight practices, return addresses, business operations, legal requirements or service conditions.

The version published on the website at the time the order is placed will generally apply to that order unless a later version is required by law.