Shipping policy

Shipping & Delivery Policy
Omni Source Pty Ltd (ABN 60 675 619 011) is committed to providing reliable and transparent shipping services for our food products. This Shipping & Delivery Policy outlines our processing times, delivery options, tracking, and terms for domestic and international orders placed on our website (www.omnisource.com.au). Please read this policy carefully before placing an order.
1. Order Processing
- Processing Time: All orders are processed within 2 working days from the date of receipt. Orders placed on weekends or public holidays will begin processing on the next business day.
- No Expedited Processing: We do not currently offer expedited processing. All orders are handled within the standard 2-working-day timeframe.
2. Shipping Options and Costs
2.1 Domestic Shipping (Australia)
- Carrier: Australia Post
- Options:
- Standard Shipping: 3–5 business days after processing (estimated).
- Express Shipping: 1–2 business days after processing (metro areas).
- Costs: Flat-rate pricing, calculated at checkout. Costs may vary based on volumetric weight for oversized or lightweight items.
- Free Shipping: Available for orders over AUD $99 within Australia, unless otherwise stated.
- Destinations: We ship to all Australian states and territories, including remote areas (e.g., Northern Territory, Western Australia, Tasmania).
2.2 International Shipping
- Carriers: DHL or FedEx
- Options:
- Standard International: 5–10 business days after processing (estimated, depending on destination).
- Express International: Faster delivery options available, with times varying by destination.
- Costs: Calculated at checkout based on destination and package weight. No free shipping unless specifically offered in promotions.
- Destinations: We ship to major global markets, including New Zealand, USA, UK, EU, Canada, Singapore, and UAE. We do not ship to countries with strict import restrictions on food products (e.g., some Middle Eastern or African countries).
- PO Box Restriction: International orders require a street address (no PO box deliveries).
3. Delivery Timeframes
- Domestic: After the 2-working-day processing period:
- Standard Shipping: 3–5 business days.
- Express Shipping: 1–2 business days (metro areas). Remote areas may take longer.
- International: After the 2-working-day processing period:
- Standard/Express International: 5–10 business days, depending on destination. Remote or restricted regions may experience longer delivery times.
- Note: Delivery times are estimates and not guaranteed. Delays may occur due to factors beyond our control, such as carrier issues, customs processing, or public holidays.
4. Order Tracking
- Tracking Provided: All domestic and international shipments include a tracking number.
- Accessing Tracking: You will receive an email with a tracking link once your order is dispatched. If you have a customer account, tracking information may also be available through the account portal on our Website.
- Checking Status: Customers are encouraged to monitor their shipment using the provided tracking link.
5. Customs and Duties (International Orders)
- Customer Responsibility: You are responsible for any import duties, customs taxes, or local fees imposed by the destination country.
- Customs Declarations: We provide accurate customs declarations for all international shipments. However, we cannot predict or control charges imposed by destination countries.
- Disclaimer: International customers are advised to check their local import regulations for food products. Delays caused by customs processing are outside our control.
6. Lost or Delayed Shipments
- Tracking First: If your order is delayed, please check the tracking information and contact the carrier (Australia Post, DHL, or FedEx) directly.
- Reporting Issues: If the issue persists, contact us at cs@omnisource.com.au or +61 404 99 55 44 (Monday–Friday, 9 AM–5 PM AEST).
- Lost Shipments: A shipment is considered lost if not delivered within:
- 30 days for domestic orders.
- 45 days for international orders.
- Resolution: If a shipment is confirmed lost by the carrier, we will issue a full refund to your original payment method or send a replacement product, at your preference.
7. Food Product Considerations
- Packaging: Our food products are packaged in standard shelf-stable packaging. We do not ship perishable or chilled goods.
- Storage Instructions: Products must be stored as per the instructions on the label (e.g., in a cool, dry place) immediately upon receipt. We are not responsible for spoilage due to improper storage after delivery.
- Import Restrictions: Some countries have strict regulations on food imports. It is your responsibility to ensure our products comply with your local regulations.
8. Signature Requirements
- High-Value Orders: A signature may be required upon delivery for orders of high value to ensure secure receipt.
- Customer Responsibility: If you are unavailable to sign, you may need to collect the package from the carrier or arrange redelivery.
9. Contact Us
For shipping-related inquiries, please contact us at:
- Email: cs@omnisource.com.au
- Phone: +61 404 99 55 44
- Address: 24/45, Hunter Road, Derrimut, 3026, Victoria, Australia
- Hours: Monday–Friday, 9 AM–5 PM AEST
We aim to respond to all inquiries within 5 business days. For more information on your consumer rights, visit www.accc.gov.au.
Note: This policy does not affect your statutory rights under the Australian Consumer Law.