Shipments and Returns

IMPORTANT NOTES:

The system automatically sends an email with the shipment details once an order is dispatched. It is your responsibility to track and collect the package at post offices if the address is a PO Box or in case a collection card is left. Even though we take any possible precaution in order to get the goods to you as quickly as possible, couriers companies operations are beyond our control therefore we take no responsibility if the package delivery is delayed.



FRESH TRUFFLES

Being fresh truffles a perishable product we only offer freight through Australia Post Express (next business day network only). Truffles are packed into thermally insulated boxes with special cooling material to keep them as cold as possible during transit.

To assure that perishable goods are delivered before the weekend, we won't dispatch any order received later than Wednesday at 12pm until the first business day of the following week. Exceptions can be made on requests, however, the "Important Notes" policy applies above applies.



PRESERVED GOODS

Packages are generally dispatched within 24 hours after receipt of payment and are shipped via Australia Post.

Shipping fees include handling and packing as well as postage costs. Transport fees vary according to the total weight of the shipment but we always try to offer you with the cheapest possible solution. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. Boxes are amply sized and your items are well-protected.



INTERNATIONAL CUSTOMERS AND CURRENCY

We currently accept orders from Australia and Singapore. However, we are able to ship internationally upon request. 
Please contact us on shop@truffletraders.com.au so we can provide you a shipping quote.

We don't take any responsibility for food permits, regulations or special requirements for the country of destination.
In the event, the exported goods are blocked by customs, quarantine or any other government entity we will NOT offer any refund.

All prices are in AUD and are inclusive of GST.



FREE SHIPPING

Free shipping is automatically applied to your shopping cart when the total value of the goods excluding shipping cost is $200 or more, and $250 for fresh truffles.

The courier used for free shipping will be at our discretion between Australia Express Post or TNT Express.

We do not offer free shipping for international orders at this stage.



RETURNS

Our return policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you an exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Perishable goods such as fresh truffles cannot be returned.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt, proof of purchase including your order number.

Please do not send your purchase back to us without a written notification



REFUNDS

Truffle Traders offers the following return policy for all products on this website.
Our policy lasts 15 days from the date of purchase. After 15 days, unfortunately, we can't offer you a refund or exchange.
We do not offer any refund/exchange for any fresh truffle.

UNOPENED PRODUCTS
If you have changed your mind we will accept returns of UNUSED and UNOPENED products providing that we receive your return request within 7 days of the PURCHASE date. Please note that we do not refund the original postage fees with the return. 
To return a product, please contact us to let us know you would like to arrange a product return. We'll advise you on the procedure to follow. Pack and seal the item/s in their original shipping package and post them back to us. Provided that we receive the products in their original UNUSED and UNOPENED condition, we will arrange for the original purchase price (not including original postage fees) to be refunded to the purchaser's credit card.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the courier.

REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@truffletraders.com.au

SHIPPING
To return your products, you should mail them to 15B Macleay St, Narrawallee NSW 2539, Australia. You will be responsible for the shipping costs to return your items. Shipping costs are non-refundable.
In case you were eligible for free shipping, and the amount refunded brings the total transaction below the free shipping threshold, you will be charged for the original shipping costs. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

DAMAGED OR FAULTY PRODUCTS
We take care to pack your items carefully so that they won't get damaged in transit. If for whatever reason, they arrive damaged or faulty, we ask that you let us know within 7 days of receiving them in the mail. We'll arrange for the products to be returned to us and a replacement will be sent out to you