Delivery Policy

Last updated: [25-11-2025]

This Delivery Policy explains how we process, pack and deliver your orders within Australia, and what your options are if something goes wrong. It should be read together with our Terms & Conditions and Returns & Refunds Policy.

We comply with the Australian Consumer Law (ACL), which gives you certain rights that cannot be excluded – including that goods must arrive within the timeframe promised or, if no timeframe is given, within a reasonable time, and in acceptable quality.

1. Where We Deliver

We currently deliver to:

• Adelaide Metro areas.
• Selected State regional areas
• Interstate: 

You can check whether we deliver to your area at checkout by entering your delivery address. If we are unable to deliver to your location after you place an order, we will contact you to offer an alternative (such as delivery to another address) or a full refund. 

2. Delivery Partners

We use reputable courier and parcel delivery services such as Australia Post / StarTrack / other couriers where needed. While your parcel is in transit with our delivery partners, we remain responsible for making sure your order is delivered within the stated timeframe. Once your order has been dispatched, you’ll receive a shipping confirmation email with a tracking link (where available). 

3. Delivery Options, Timeframes and Fees

Delivery options and fees are shown at checkout and may change from time to time as we progress with new offers and enhance our portfolio.

Typical options include:

1. Standard Delivery

o Metro: [2-3] business days

o Regional/remote: [3-4] business days

o Interstate: [4-5] business days

o Fee: See table below

 

2. Express / Priority Delivery (where applicable)

o Metro: usually [1–2] business days

o Regional/remote: [2-3] business days

o Interstate: [3-4] business days

o Fee: See table below

Delivery timeframes are estimates only. We will take reasonable steps to meet published timeframes and will not accept payment if we cannot supply your order within the promised timeframe or within a reasonable time.

If we become aware of a significant delay, we will contact you with options, which may include a revised delivery date or a refund (where applicable).

4. Order Processing & Cut-Off Times

· Order processing days: [e.g. Monday to Friday, excluding public holidays].

· Same-day dispatch cut-off: Orders placed before 12:00pm (CST) are usually dispatched next day. Orders placed after that time or on weekends/public holidays are processed on the following business day (+2 days).

· During peak periods (e.g. Christmas, Easter, major promotions) processing and delivery may take longer but communicated if any major delays.

5. Perishable & Temperature-Sensitive Food

Many of our products are perishable and will be transported in an ambient environment & temperature controlled.

We take the following steps to protect your order:

· Use of insulated packaging where appropriate.

· Working with delivery partners experienced in handling food and perishable goods.

5.1 Responsibility for Perishable Goods

We are responsible for ensuring products are packed appropriately and handed to the courier in perfect condition. Once delivered to your address (or left in an authorised location), it is your responsibility to promptly bring perishable items inside and store them according to the instructions on the packaging.

If your order arrives spoiled, damaged or in unacceptable condition, please contact us as soon as possible (see section 10) with photos so we can assess the issue and offer an appropriate remedy in line with your rights under Australian Consumer Law.

6. Authority to Leave (ATL) & Safe Drop 

At checkout, you may be able to choose Authority to Leave (ATL) at an alternative address which means the courier may leave your parcel in a safe place at the delivery address without obtaining a signature.

By selecting ATL, you:

· Authorise the parcel to be left unattended at your address.

· Accept that risk of loss or theft passes to you once the parcel is left at the address provided.

If you do not select ATL, the courier will usually require a signature or will follow their usual “card to call” process if no one is home.

7. Missed Deliveries, Re-Delivery & Collection

If the courier is unable to deliver your order:

· They may leave a collection card, and your parcel will be taken to a local collection point or post office.

· They may attempt re-delivery, or you may be able to arrange re-delivery directly with the courier using your tracking link.

If a parcel is returned to us because it was not collected in time or the address provided was incorrect or incomplete, we will contact you to arrange re-delivery. Additional delivery charges may apply where the issue was not caused by us.

8. Incorrect or Incomplete Address

Please check your delivery address carefully at checkout.

If you provide an incorrect or incomplete address:

· We will take reasonable steps to assist with redirecting your parcel where possible, but this may not always be feasible.

· If the parcel is returned to us, we can re-send it to a corrected address; with additional delivery charges to be applied.

· If the parcel cannot be recovered, we will assess what remedy is appropriate taking into account whether we complied with your instructions and whether the error was outside our control.

9. Delays, Lost Parcels & Delivery Problems

9.1 Delays

Common causes of delays include:

· High parcel volumes (e.g. Holiday Seasons, Public Holidays).

· Severe weather or natural disasters.

· Disruptions within the outsourced courier network.

If your parcel has not arrived within the estimated timeframe:

1. Check your tracking information to be provided upon courier collection for our site.

2. Allow an additional [1-2] business days for unexpected delays around congested periods.

3. Contact us if the parcel still has not arrived on the details below (see section 14).

If we cannot supply your order within a reasonable time or by a time we promised, we will provide a suitable solution – which might include a replacement, store credit or a refund – in line with your rights under the Australian Consumer Law.

9.2 Lost Parcels

A parcel may be treated as lost where:

· Tracking shows no movement for an extended period, and

· The courier confirms it is lost or cannot be located.

In that case, we will, at our cost, arrange either:

· A replacement of the items where available); or

· A refund of the purchase price and any delivery fees paid, depending on what is most appropriate in the circumstances and your preference.

10. Damaged, Spoiled or Incorrect Items on Delivery

Please inspect your order as soon as possible after delivery.

Contact us promptly if:

· Items are damaged.

· Perishable items arrive spoiled or at an unsafe temperature.

· The order is incorrect or items are missing.

When you contact us, please provide:

· Your order number.

· Photos of the packaging and items (where possible).

· A brief description of the issue.

· Time of delivery (If known).

We will assess the situation and provide a remedy in accordance with the Australian Consumer Law, which may include a replacement, refund, or store credit, depending on the nature of the problem. 

11. Delivery Charges

Delivery charges (if any) will be displayed at checkout before you confirm your order.

· Delivery fees are generally non-refundable once the order has been dispatched, except where you are entitled to a refund under the Australian Consumer Law (for example, where your order never arrives, arrives significantly late in circumstances where timing was critical, or arrives damaged or faulty).

We may offer promotional free or discounted delivery from time to time; any conditions will be clearly stated in the offer.

12. Public Holidays & Peak Periods

Delivery timeframes may be extended during:

· National and state public holidays.

· Major shopping events (e.g. Black Friday, Boxing Day sales).

· Seasonal peaks (e.g. Christmas, Easter).

We will do our best to communicate any known network delays on our website or at checkout, but your statutory rights still apply if goods are not supplied within a reasonable time.

13. Changes to This Delivery Policy

We may update this Delivery Policy from time to time to reflect changes in our practices, courier arrangements or legal requirements.

The version published on our website at the time you place your order is the version that applies to that order.

14. Contact Us

If you have any questions or concerns about delivery, or if something goes wrong with your order, please contact us:

· Email: [enquiries@senormexican.com]

· Phone: 0401 639 643

· Contact form: https://yvmdhe-es.myshopify.com/pages/contact