What shipping methods does Case Fresh use?
Australian Customers:
Case Fresh ships all Australian orders using Australia Post eParcel (ELADS). eParcel provides a network that enables us to deliver to every address in Australia, including PO Boxes. eParcel also allows you to track your order online in real time throughout Australia until it is delivered. All parcels sent this way require a signature for delivery to be completed.

International Customers:
Case Fresh ships all International orders using Australia Post Airmail. Using this service we are able to ship orders effectively to over 150 countries worldwide. At this time there is no online tracking for Australia Post International Airmail. International orders that are insured can be tracked from Australia Posts end but this feature is not available to customers. All international customers are liable for any customs import duties and taxes from their own country.

Due to customs laws Case Fresh is required to include specific Australian customs documentation with every international shipment. Under no circumstances will Case Fresh under declare the value of any shipment nor mark goods as gift or any classification other than what is appropriate for the items contained in the shipment.

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Does someone need to be at my address to receive my order?
Australian Customers:
As Case Fresh uses eParcel for all our Australian orders, a signature must be obtained for each order to be delivered. For security reasons if no one is at the shipping address to sign for the order the parcel(s) cannot be left. If this is the case Australia Post will leave an attempted delivery card in your letter box advising you that the parcel may be collected from your local post office at your earliest convenience.

International Customers:
For international customers this will depend on your local postal system as once the order arrives in your country delivery will be taken over by your countries own postal network. International customers who have chosen the option of having their order insured will need to provide a signature before the parcel can be delivered.

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How do I track my order?
All orders shipped to an Australian address are trackable online via Australia Posts eParcel network. Once a customer's order has been despatched they will receive a shipped email notifying the customer that their order has left our warehouse. This will also contain a tracking number where customers can log in and track their parcel. Alternatively customers may also track their order at any time via our website by clicking the track your order link located at the top of every page.

eParcel online tracking will show customers the last scanned event (where the parcel is now) in real time, when you enter your tracking number. Please allow 24 hours after the parcel has left our warehouse for scan data to start to show online in the eParcel tracking system. Unfortunately this service is not available to our international customers at this point in time.

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Approximately how long will it take for my order to arrive?
Once payment has been received all orders are usually despatched within 3-5 business days. Once an order has been sent we will send you a shipped email advising you of the relevant details and tracking information (if applicable). Case Fresh uses Australia Post exclusively for all our shipping needs.

Australian Customers:
Depending on location customers can expect to have their order delivered within 2-7 business days from the date of despatch. During this time customers may track the progress of their delivery online via the link found at the top of each page by clicking the track my order button.

International Customers:
Arrival dates for international orders will vary greatly from country to country. As a guide customers should expect a minimum of 10-15 business days for their order to arrive from the date of despatch from Case Fresh. Customs inspections and clearance may add additional time to this estimate.

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What packaging materials does Case Fresh use?
Case Fresh uses a combination of industry approved packaging materials all of which are 100% recyclable, made from renewable resources and designed to minimise the impact on the environment. The types and combinations of products used will vary depending on the order. As a guide a standard order will consist of the following packaging materials:

All cardboard shipping boxes used are either the original shipping carton in which the goods were supplied to us by the manufacturer or new fibreboard boxes re made from our own, among others recycled cardboard waste as part of our recycling partnership with Australia's leading packaging supplier.

In order to protect products during transit, Case Fresh use Envirofill cushioning material. Envirofill is manufactured from Australian grown wheat that is ground by local millers. It is a natural renewable raw material that is reusable, compostable and easily disposed of in landfill and is completely water soluble. Envirofill meets the highest standards of packaging protection.

Case Fresh is committed to operating in an ethical manner as an environmentally responsible corporate citizen and therefore adopts environmentally sustainable practices throughout the business.

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Damage on goods in transit.
Case Fresh takes great care to ensure that your products do not arrive damaged upon delivery by professionally packing and wrapping all orders by hand using protective materials and freight industry approved sturdy shipping boxes.

Case Fresh cannot be held responsible for damage that may occur in the shipping process once the items have left our hands. To ensure your items are covered against accidental damage during transit you should consider insuring your order with our postal carrier, Australia Post. Some items sold by Case Fresh will require mandatory insurance due to their value. We believe this is a worthwhile investment to protect our customers from unexpected circumstances.

Case Fresh will not be held liable or replace goods and / or costs associated with any orders placed with Case Fresh where the customer has been negligent in not taking out insurance on said order.

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Insurance on orders. What am I covered for?
All customers who elect to insure their orders at the time of placing them with Case Fresh are subject to the terms and conditions of Case Fresh and additional to those terms and conditions imposed by the insurer being Australia Post. Customers need to be aware of the following before insuring their order:

All orders can only be insured to the full invoice value of the order not part thereof.

Australia Post will only grant insurance payouts if the goods in question have been lost or damaged in transit. By damaged the insurer means that the goods themselves have suffered damage, to the point they have been destroyed or suffered damage so that they do not function in the way they are supposed to.

Insurance will not be granted to claims on damage to the packaging that the product is contained in. For example mini busts that arrive with dents on the packaging will not be eligible for a claim.

All claims on goods insured through Australia Post must be made to Australia Post by the receiver of the goods in question (the customer) and at the time of (or as close to) receiving the delivery. Where upon Australia Post will assess and pay insurance within a reasonable timeframe.

Australia Post will not be held liable or replace goods and / or costs associated with any orders placed with Case Fresh where the customer has been negligent in not taking out insurance on said order.

Case Fresh is not responsible for any denials of insurance claims by the insurer, Australia Post, for customers not adhering to Australia Posts terms and conditions for insurance. Case Fresh will make every effort possible to assist customers in any insurance claim with the carrier that should arise and provide all necessary documentation requested by the carrier to process that claim to draw it to a close.

All items purchased from Case Fresh are made pursuant to our shipment contract. The risk of loss and title for goods purchased passes to you (the customer) upon delivery to our carrier Australia Post. If customers are concerned about loss or destruction of their order by our carrier then they need to request that insurance be applied to their order.

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