1. Where orders are dispatched

Orders are dispatched from our Sydney warehouse to eligible serviceable delivery addresses. Delivery availability may depend on the destination, carrier coverage, product restrictions and applicable Australian laws. We may refuse or cancel an order that cannot be lawfully or practically delivered.

2. Estimated delivery time

Our standard delivery estimate is 3–7 business days after dispatch. This is an estimate, not a guaranteed arrival window. Business days generally exclude weekends and public holidays.

Actual delivery can be affected by the destination, regional or remote routes, carrier capacity, public holidays, severe weather, transport disruption, security or legal checks, incomplete addresses and circumstances outside our reasonable control. Some regional, remote or Western Australian destinations may take longer than the standard estimate.

3. Order processing

Orders may be checked before dispatch for payment, address accuracy, product availability, age or identity requirements, fraud prevention and legal compliance. Processing time is separate from carrier transit time. If we need information from you, a delay in receiving a complete response may delay or prevent dispatch.

Once an order has entered packing or dispatch, changes to products, flavours, quantities or delivery details may no longer be possible.

4. Tracking stages

Tracking created does not necessarily mean carrier movement. The first physical scan is stronger evidence that transit has begun. Tracking updates can also pause between major facilities, particularly on longer regional routes.

5. Delivery addresses

You are responsible for providing a complete and accurate recipient name, unit or suite number, street address, suburb, state, postcode and practical delivery instructions. Check the address on the order confirmation immediately.

We are not responsible for avoidable delays caused by incorrect or incomplete information supplied by the customer. If you notice an error, contact us promptly. We will try to assist, but we cannot guarantee that an address can be changed after processing or dispatch.

6. Delivery attempts, safe drop and collection

The carrier may use delivery attempts, safe-drop locations, building reception, collection points or other methods permitted for the service and address. Follow the carrier's tracking instructions. Customers are responsible for collecting a parcel within any carrier deadline and for providing suitable building-access information.

If a parcel is returned because it was not collected, the address was incorrect or delivery could not be completed for a customer-related reason, additional shipping costs may apply before redelivery. This does not affect rights that cannot lawfully be excluded.

7. Delayed or missing tracking

If tracking has only been created, allow time for the first carrier scan. If the parcel has a prolonged unexplained tracking gap or has moved beyond the applicable estimate, contact us with your order number and tracking reference. We may ask the carrier to investigate.

A carrier investigation is not an immediate declaration that a parcel is lost. Investigation and remedy timing can depend on the carrier's process and the circumstances of the shipment.

8. Delivered but not located

Check the stated delivery location, safe-drop area, mailbox, building reception, household members and any carrier collection notice. If the parcel still cannot be located, contact the carrier where appropriate and email us promptly with the order and tracking details.

9. Damage during delivery

Inspect the parcel and product on arrival. If the outer package is badly damaged or the product is swollen, very hot, heavily leaking, physically damaged or has an unusual smell, do not use, charge, open or modify it. Keep the packaging and contact us with clear photographs and the order number.

10. Contact shipping support

Email alibarbar-serve@outlook.com or message WhatsApp +852 5146 2609. Include your order number, tracking reference, recipient postcode and a concise description of the issue.