Shipping policy

Shipping and Delivery Policy

Last updated: 29 July 2026

1. About this policy

This Shipping and Delivery Policy applies to products purchased from the Jaques Coffee online store.

Our online store is operated by Jaques Australian Coffee Pty Ltd as trustee for the RAJA Trust, trading as Jaques Coffee Plantation and Jaques Australian Coffee.

This policy should be read together with our:

Terms of Service;
Return and Refund Policy; and
Privacy Policy.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

2. Shipping destinations

We ship to the Australian destinations made available during checkout.

Where international delivery is offered, the available countries and shipping options will be displayed after you enter the delivery address at checkout.

Delivery availability may depend on:

the destination;
the products ordered;
parcel size and weight;
carrier coverage;
biosecurity or import restrictions; and
whether the address can be serviced safely and reliably.

If no shipping option appears for your address, please contact us before placing the order.

3. Shipping charges

Shipping charges are calculated and displayed during checkout before payment is completed.

Depending on the order and destination, shipping may be offered as:

a flat-rate service;
a weight-based or order-value-based rate;
a carrier-calculated rate;
an express service;
free shipping under an eligible promotion; or
another delivery option displayed at checkout.

Any free-shipping offer may be subject to:

a minimum order value;
selected products;
eligible Australian destinations;
a promotional period; or
other conditions displayed with the offer.

Remote-area, oversized, heavy or international orders may attract additional charges. Any applicable charge will normally be displayed before the order is submitted.

4. Order processing and dispatch

Orders are ordinarily processed and dispatched on Queensland business days, excluding weekends and public holidays.

The processing or dispatch estimate displayed on our website, during checkout or in your order confirmation is an estimate unless we expressly state that a particular dispatch date is guaranteed.

Processing may take longer during:

public holidays;
promotional periods;
Christmas and other peak periods;
severe weather or natural disasters;
unusually high order volumes;
stocktakes;
equipment or system interruptions; or
other circumstances reasonably outside our control.

Orders containing personalised, made-to-order, pre-order or temporarily unavailable products may require additional processing time. Any known additional timeframe will be displayed on the relevant product page or communicated to you.

5. Delivery timeframes

Delivery estimates commence after the order has been dispatched, not from the date the order was placed.

Estimated delivery times may be displayed:

during checkout;
in the order confirmation;
in the dispatch notification; or
through the carrier’s tracking service.

Delivery timeframes are estimates unless we expressly guarantee a delivery date.

Actual delivery times may be affected by:

the destination and distance from Mareeba;
regional or remote-area services;
carrier network delays;
severe weather, flooding or road closures;
natural disasters;
public holidays and peak periods;
aviation or transport disruptions;
incorrect or incomplete delivery information;
customs or biosecurity processing; or
other events outside our reasonable control.

We will take reasonable steps to dispatch orders promptly and assist with delayed deliveries.

Where an order cannot be delivered within an agreed timeframe or, where no timeframe was agreed, within a reasonable time, please contact us. Depending on the circumstances and applicable law, you may be entitled to cancel the affected order and receive a refund.

6. Delivery services

We may use Australia Post or another postal, freight or courier provider appropriate for the order and destination.

The particular carrier may depend on:

parcel size and weight;
destination;
service availability;
product type;
delivery speed selected; and
operational requirements.

Selecting express delivery gives the parcel priority through the carrier’s network. It does not necessarily mean the order will be packed or dispatched on the same day unless expressly stated.

We may use a different carrier from the one initially anticipated where reasonably necessary, provided the replacement service is substantially equivalent to the service purchased.

7. Tracking information

Where tracking is available, we will send tracking information to the email address or telephone number supplied with the order.

Tracking information may take some time to become active after the parcel has been prepared or collected.

The carrier’s tracking information is provided as a guide. A tracking scan marked as delivered does not prevent us from investigating a genuinely missing or incorrectly delivered parcel.

Please check:

around the delivery location;
any nominated safe place;
with household members or staff;
with neighbours where appropriate;
your mailbox or parcel locker; and
for any carrier collection notice.

8. Delivery addresses

You are responsible for providing a complete and accurate delivery address, email address and telephone number.

Please check your delivery details carefully before submitting the order.

Contact us immediately if an address needs to be changed. We will make reasonable efforts to update it, but an address cannot always be changed after an order has entered processing or been dispatched.

We are not responsible for additional delivery costs caused solely by materially incorrect or incomplete information supplied by the customer.

Where a parcel is returned because of an incorrect address, failed delivery or failure to collect it, we will contact you to arrange:

redelivery;
collection where available; or
cancellation and refund of the products where appropriate.

We may require payment of the reasonable cost of redelivery where the return was caused by incorrect information supplied by you or your failure to collect the parcel. This does not apply where the failed delivery was caused by us or the carrier.

9. Authority to leave and safe-place delivery

Some carriers may offer authority-to-leave or safe-place delivery.

By requesting authority to leave, you authorise the carrier to leave the parcel at the nominated address without obtaining a signature, provided the carrier considers the location reasonably safe and follows the delivery instructions.

Please select a location that is:

sheltered from weather;
not easily visible from the street;
inaccessible to animals; and
suitable for food and other products contained in the order.

Responsibility for a parcel does not automatically pass to you merely because we have dispatched it.

Where the carrier correctly delivers the parcel to the address or safe place you nominated, we may not be responsible for theft, heat exposure, weather damage or loss occurring after delivery, except to the extent caused by us, the carrier or otherwise required by law.

If authority to leave is not available or the carrier considers the location unsafe, the parcel may be taken to a collection point or another delivery attempt may be made.

10. Parcel lockers and PO boxes

Delivery to PO boxes, parcel lockers and similar addresses is subject to carrier availability and product restrictions.

Some courier, oversized or restricted services cannot deliver to these addresses. Where a PO box or parcel locker cannot be serviced, we may contact you for a street address.

11. Regional and remote deliveries

We deliver from Mareeba in Far North Queensland. Orders travelling to regional, remote or interstate destinations may take longer than metropolitan deliveries.

Remote-area services may:

operate less frequently;
require collection from a depot, post office or agency;
exclude express guarantees;
attract additional charges; or
be suspended during flooding, severe weather or road closures.

Any delivery estimate should be considered together with the carrier’s current network conditions.

12. Split deliveries

An order may occasionally be sent in more than one parcel because of:

product size or weight;
stock availability;
packaging requirements;
dangerous-goods restrictions; or
products being dispatched from different locations.

Where this occurs, you may receive more than one tracking number and the parcels may arrive at different times.

You will not be charged additional shipping solely because we choose to split an order after it has been placed.

13. Missing or lost parcels

Please contact us if:

tracking has not updated for an unusual period;
the estimated delivery timeframe has passed;
the parcel appears to be lost;
tracking shows delivery but the parcel cannot be found; or
only part of the order has arrived.

We may ask you to confirm the delivery details and assist with reasonable enquiries required by the carrier.

We will lodge and manage the carrier investigation where appropriate. Customers are not required to independently resolve a lost-parcel claim with our delivery provider.

If the parcel is confirmed lost, or cannot be located within a reasonable time, we will provide an appropriate remedy, which may include:

resending the order;
replacing the affected products; or
providing a refund.

The remedy will depend on stock availability, your preference where applicable and your rights under the Australian Consumer Law.

14. Damaged parcels

Please contact us as soon as reasonably possible if an order arrives damaged.

Where practical, please retain:

the damaged product;
the parcel;
internal packaging;
the shipping label; and
photographs showing the damage.

These items may help us investigate the damage and resolve the matter quickly.

A request that you notify us promptly or provide photographs does not limit your rights under the Australian Consumer Law.

Where the product was damaged in transit, faulty or otherwise does not comply with a consumer guarantee, we will provide the remedy required by law and cover reasonable return costs where a return is required.

Further information is available in our Return and Refund Policy.

15. Incorrect or incomplete orders

Please contact us if:

you receive the wrong product;
an item is missing;
the quantity is incorrect; or
the order does not match the order confirmation.

Please provide your order number and details of the issue. Photographs may be requested where reasonably helpful.

Where we made the error, we will arrange the appropriate correction at our expense. This may include:

sending the missing or correct product;
providing a prepaid return label;
offering an agreed substitute; or
issuing a refund.

16. Unclaimed and returned parcels

A parcel may be returned to us where:

no one was available to accept delivery;
the parcel was not collected;
the address was incomplete or incorrect;
the recipient was unknown at the address;
access to the property was unavailable;
the parcel was refused; or
the carrier could not safely complete delivery.

When a parcel is returned, we will attempt to contact you using the details supplied with the order.

Where the return was not caused by us or the carrier, reasonable redelivery charges may apply.

For perishable, food or date-sensitive products, we may be unable to resend the original product if it is no longer suitable for sale or consumption. We will discuss the available options and any reasonable costs with you.

This section does not affect your rights where the parcel was returned because of our error, carrier error or a failure to comply with an applicable consumer guarantee.

17. Changing or cancelling an order

Where the order has not entered packing or dispatch, we will make reasonable efforts to make the requested change or cancellation.

We cannot guarantee that an order can be changed or cancelled once processing has begun.

If an order has already been dispatched, it may need to be handled under our Return and Refund Policy.

We will not charge a payment card for additional postage, replacement goods or a second order without appropriate authorisation.

18. International deliveries

Where international shipping is offered at checkout:

delivery estimates may vary substantially by destination;
customs clearance may delay delivery;
the recipient is responsible for ensuring the products may lawfully be imported;
local customs duties, taxes and import charges may apply; and
some food, coffee, plant-derived or agricultural products may be restricted.

Unless expressly collected during checkout, customs duties, import taxes, inspection fees and similar destination-country charges are the recipient’s responsibility.

We are not responsible for delays caused solely by customs or border authorities. However, we will provide reasonable assistance with shipping information and will comply with any rights or obligations that cannot legally be excluded.

If an order is returned because the recipient did not pay applicable import charges or did not satisfy local import requirements, reasonable carrier and return costs may be deducted from any refund where permitted by law.

19. Risk and ownership

Ownership of a product passes to you once we have received cleared payment for it.

Risk of loss or damage generally passes when the product is delivered to:

you;
a person authorised by you;
the nominated delivery address; or
a nominated safe place in accordance with your instructions.

Risk does not pass merely because the parcel has been handed to a postal or courier provider.

Nothing in this section limits any responsibility we have for loss, damage, incorrect delivery or a failure to comply with the Australian Consumer Law.

20. Circumstances beyond reasonable control

We are not responsible for delay caused by an event genuinely outside our reasonable control, provided we:

take reasonable steps to minimise the effect of the delay;
keep affected customers informed where practical; and
resume fulfilment as soon as reasonably possible.

This does not require you to pay for a product that we cannot supply and does not limit any right you may have to cancel an order or receive a refund.

21. Contact us

For shipping, tracking or delivery assistance, contact:

Jaques Australian Coffee
PO Box 502
Mareeba QLD 4880
Australia

Email: support@jaquescoffee.com
Telephone: +61 7 4093 3284

Please include your order number and delivery postcode so we can assist you promptly.