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Shipping policy

Shipping, Returns and Subscription Cancellation

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RECENT UPDATES

28 OCT 2021 - Removal of Express Post next day delivery guarantee (revised Sep 5 2023)

NEXT DAY DELIVERY GUARANTEES ARE STILL SUSPENDED BY AUSTRALIA POST. That means that while Express Post still remains the fastest way to send parcels, it is not guaranteed to be next day, and may take some extra time to arrive.

ChilliBOM accepts no liability or responsibility for express post shipments that do not arrive within the normal express post guarantee guidelines. 

See Australia Post's website for the full update

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Shipping

Standard Shipping - Australia

For ChilliBOM Subscription boxes and gift sets delivery is included in the total price of the subscription.

For purchases that are not related to a subscription or specially marked gift set, a standard shipping charge of $9.95 FLAT RATE AUSTRALIA WIDE applies. For select capital cities and metro areas we offer free shipping for orders over $90, eligibility is based on postcode zones set by Australia post and if you are eligible it will be automatically triggered during the checkout process.

If you purchase both a subscription/gift sets as well as individual hot sauces in the one transaction, a delivery charge will still apply for the individual hot sauces purchased.

We use a number of different courier and freight companies to deliver your hot sauces. Once your hot sauce leaves ChilliBOM HQ in Tweed Heads NSW, delivery times will vary depending on where you are:

  • Brisbane Metro, South East Queensland: 1-2 working days
  • Melbourne Metro, Sydney Metro, Central and Far North Queensland: 2-4 working days
  • Adelaide Metro, Regional NSW, Regional Vic and Tasmania: 3-6 working days
  • Regional South Australia: 5-10 working days
  • Perth Metro, Darwin Metro, Regional Northern Territory and Regional Western Australia: 8-14 working days

Tracking Numbers, when available, will be sent to you via email when your order leaves ChilliBOM HQ. Please notes these timings are a guide only and circumstances out of our control may impact the final delivery date, please check the tracking information provided for the expected delivery date.

Express Shipping - Australia

Express Post delivery via Australia Post is available across Australia and will be made available during the checkout process. If an order for express post shipping is placed on any business day before 11am SYD time then it will be dispatched the same day, excludes weekends and NSW public holidays. Delivery times for Express Post to your area from Sydney can be viewed at Australia Post website. Please note that during COVID-19 Australia Post has temporarily removed the delivery guarantee on all Express Post deliveries.

Returned Deliveries to ChilliBOM Warehouse (Domestic and International)

If a product is returned to ChilliBOM by the delivery company due to a failure by the customer to receive the item, ChilliBOM reserves the right to request additional payment of delivery charges for re-delivery of that item. Failure to receive includes, but is not limited too, multiple delivery attempts by the courier company, failure to collect items from a designated collection point or incorrect address details being supplied to ChilliBOM.

Change of address for your delivery

Prior to dispatch from our Tweed Heads Warehouse: if an incorrect address has been provided to ChilliBOM at the time you placed your order and your order has not yet been dispatched please contact us immediately via email hello@chillibom.com.au or through the contact page and we will make the change in our systems prior to sending the parcel out.

After dispatch from our Tweed Heads WarehouseIf a change of address request is received after the delivery has been picked up by our delivery partners from our warehouse there is no guarantee that a change of address will be successful and your delivery may still proceed to its original destination. Extra charges may also be incurred for redirection to a new address and/or its return to and redelivery from our warehouse.

Local Pick Up at our Tweed Heads Warehouse

Pick up and sales from our Tweed Heads South warehouse are available. "Local Pick up" will be made available as an option during checkout.

Our normal opening hours are Monday, Wednesday and Friday 10am-4pm this excludes public holidays. For pick up on Tuesday and Thursday please give us a call on (07) 5523 9854. See our listing for up to date opening hours.

International Delivery

We offer International delivery from Tweed Heads Australia to over 50 countries. Delivery costs are calculated by the total weight and dimensions of your order.

Available shipping options and rates for your region will be made available at Checkout. Please note any free shipping options advertised are only applicable for shipping within Australia.

Please note for international deliveries that our carriers have indicated that where an international flight is not available for shipping due to restrictions related to COVID-19 then items will be sent via sea freight so there may be extra delays on delivery.

As the customer, you are responsible for checking your country’s customs and duty tax restrictions. ChilliBOM is not liable for any import duties, penalties, rejections, delays, destruction or confiscation that may be incurred as part of the recipient country's custom controls and governing legislation.

Please keep this in mind when ordering either large quantities of goods or if food is a potentially restricted item. To check import restrictions for each country, please use the following link which redirects to custom details in every country provided by Australia Post.

To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from making the order as a "gift", even if the order is placed in the intention of sending to a gift recipient. For further information, please contact your local customs office.

Any delays resulting from goods being held by customs is completely out of our control and ChilliBOM does not bear any responsibility for late arrival of parcels arising from items being held by customs either here in Australia or the destination country.

If you are wanting to send a gift internationally, please let us know in the notes section of the Checkout and we will ensure that your invoice is not included within the parcel and only attached to the outside for customs inspections.

If a parcel is returned to ChilliBOM by the delivery company due to a failure by the customer to receive the item, ChilliBOM reserves the right to request additional payment of delivery charges for re-delivery of that item. Failure to receive includes, but is not limited too, multiple delivery attempts by the courier company, failure to collect items from a designated collection point, failure to pay any customs or import duties or incorrect address details being supplied to ChilliBOM.

International Destinations

We currently offer International shipping to the following destinations:

  • Albania
  • Austria
  • Belgium
  • Bosnia
  • Brazil
  • Bulgaria
  • Canada
  • China
  • Croatia
  • Cyprus
  • Estonia
  • Finland
  • Fiji
  • France
  • Germany
  • Greece
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Ireland
  • Italy
  • Japan
  • Kosovo
  • Macedonia
  • Malaysia
  • Malta
  • Monaco
  • Montenegro
  • Netherlands
  • New Caledonia
  • New Zealand
  • Norway
  • Phillipines
  • Poland
  • Portugal
  • Russian Federation
  • Samoa
  • Serbia
  • Singapore
  • Slovenia
  • Slovakia
  • South Africa
  • South Korea
  • Sri Lanka
  • Spain
  • Sweden
  • Switzerland
  • Taiwan
  • Thailand
  • Turkey
  • Ukraine
  • United Kingdom (UK)
  • United States of America (USA)
  • Vanuatu
  • Vietnam

Returns and replacements for broken, damaged or lost product(s)

We lovingly pack our products in protective bio-degradable foam but we know from time to time that breakages can occur during the delivery process. If you receive a damaged or broken product as a result of the delivery then drop us a line via email hello@chillibom.com.au or through the contact page and we will take it from there to organise a refund or replacement. We may get you to send us a photo of the damaged or broken bottle just so that we know it is all legit.

Let us know within 3 days of receipt, after 3 days, we will not be able to offer a refund, credit or replacement product.

If an item is lost during transit we can either resend the products or fully refund your purchase once we have received confirmation from the delivery company of the item being lost.

Missing or incorrect items in your order

We are only human and sometimes we can forget to pack a product or put the wrong product in its place, please accept our apologies if this happens. We will do everything we can to rectify the issue.

Drop us a line via email hello@chillibom.com.au or through the contact page and we will take it from there.

But you need to let us know within 3 days of receipt, after 3 days, we will not be able to offer a refund, credit or replacement product.

Returns for ‘change of mind’ (aka ‘chickening out’)

We may accept to refund, exchange or provide you with store credit if you chicken out, just drop us a line via email hello@chillibom.com.au or through the contact page on the website and we will take it from there. But just to let you know that to be eligible for a return due to ‘change of mind’:

  • Your item(s) must be un-used, un-opened and in the same condition that you received it.
  • Item(s) must have been purchased at the regular price, sale items cannot be refunded.
  • Items must also be in the original packaging and be in a re-saleable condition.
  • You will have to pay for return delivery to ChilliBOM HQ.
  • You must notify us of any intended returns within a reasonable time frame of receiving your initial order. 

If the item(s) are damaged during the return transit then we reserve the right to offer only a partial refund, exchange or store credit.

Subscription Cancellations

If you are looking to cancel your subscription you can do this at any time, but we would be really sorry to see you go. Just log into your account or send us an email at hello@chillibom.com.au. Here are the full T&Cs around subscription cancellations.

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