Shipping Policy

Shipping Policy

Thank you for shopping with The Broth Sisters.

1. General
This Shipping Policy outlines how we process and dispatch orders placed through The Broth Sisters. It includes information about dispatch timeframes, shipping, deliveries, order cancellations and other important details to help you understand what to expect when placing an order with us.

2. Shipping Costs

We offer flat rate shipping across Australia based on your delivery location. Shipping costs are calculated automatically at checkout.

Our standard shipping rates are:

  • Metro: $12.95 AUD
  • Regional: $17.95 AUD
  • Remote: $24.95 AUD

We also offer free standard shipping on eligible orders:

  • Metro addresses: Orders over $95 AUD
  • Regional and Remote addresses: Orders over $120 AUD

The applicable shipping charge, if any, will be displayed at checkout before you complete your purchase.

3. Delivery Terms
3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 – 7 days

3.2 Transit time Internationally
We currently only ship within Australia.

3.3 Dispatch Time

Here at The Broth Sisters, we aim to have our orders dispatched within 2-4 business days, excluding weekends. Please note that this may vary during sales periods.

Our warehouse operates Monday to Friday during standard business hours, excluding Australian public holidays. While dispatch times may be slightly longer during these periods, we will always do our best to minimise any delays.

If an item in your order is temporarily out of stock, we will contact you by email as soon as possible to discuss your options. You can choose to wait until the item is back in stock, select an alternative product where available, or arrange another suitable solution.

3.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.5 P.O. Box Shipping
The Broth Sisters will ship to P.O. box addresses using Australia Post services only. We are unable to offer couriers services to these locations.

3.6 Items Out Of Stock
While we make every effort to ensure our website inventory is accurate, stock discrepancies can occasionally occur.

If an item in your order is unavailable, we will contact you before dispatching your order to discuss the available options. Depending on the circumstances, you may choose to:

  • Wait until the item is back in stock.
  • Substitute the item with an alternative product.
  • Receive a store credit (credit note) for the unavailable item.
  • Receive a refund for the unavailable item.

We do not automatically send multiple shipments for the same order unless agreed with you beforehand.

3.7 Delivery Time Exceeded
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Please use the tracking information provided to monitor the progress of your delivery. If your order has not arrived within the estimated delivery timeframe, or your tracking has not been updated for an extended period, please contact us as soon as possible so we can assist in investigating the delay with the shipping carrier.

4. Tracking Notifications
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.

Orders are generally shipped via Australia Post or a courier service, depending on the size and destination of your order.

Please use the tracking information provided to monitor the progress of your delivery. If your order has not arrived within the estimated delivery timeframe, or your tracking has not been updated for an extended period, please contact us as soon as possible so we can assist in investigating the delay with the shipping carrier.

5. Parcels Damaged In Transit
If your order arrives damaged, please contact us as soon as possible and retain all packaging, as this may be required to investigate the claim.

To assist us in lodging a claim with the shipping carrier, please email the following:

  • Your order number.
  • Photos of the outside of the parcel, including the shipping label.
  • Photos of the inside of the parcel, including the packaging materials.
  • Clear photos of any damaged products.

Please do not dispose of the packaging or damaged items until your claim has been assessed, as the shipping carrier may request further information.

While every order is carefully packed before dispatch, damage can occasionally occur during transit. Once we have received the required information, we will assess your claim and advise you of the next steps.

6. Duties & Taxes
6.1 Sales Tax
GST for delivery costs will be applied to your cart at checkout.

6.2 Import Duties & Taxes
We currently ship within Australia only and do not offer international shipping.

7. Cancellations
Changed your mind? No problem. As long as your order hasn't been dispatched, we're happy to cancel it.

Once your order has been dispatched, cancellations are no longer possible. If you need assistance with a return or believe your order is faulty or incorrect, please contact us at hello@thebrothsisters.com.au and we'll be happy to help.

8. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

9. Customer service
For all customer service enquiries, please email us at hello@thebrothsisters.com.au