Shipping and delivery
We pack your purchases with care, using protective packaging and ice packs where needed. Orders are usually dispatched within 1–5 working days from our location in regional NSW. We use Australia Post and Aramex.
After dispatch, estimated delivery times are 3–7 working days to Brisbane, Sydney, Canberra and Melbourne, and 3–14 working days to other areas. These are estimates and may vary with location, weather, public holidays and seasonal demand.
Delivery charges are calculated at checkout using your order and delivery address.
If an ordered product is unavailable, we will contact you to arrange a suitable substitution or refund. We will not substitute a product without your agreement.
Chocolate, confectionery and hot weather
Chocolate and other heat-sensitive treats may soften or melt when exposed to high temperatures, including during transit or when parcels are left outside.
Please consider the weather at your destination before ordering. We strongly recommend choosing an address where someone can receive your parcel promptly and avoiding instructions to leave it unattended, particularly in direct sunlight or hot locations. Once received, bring your parcel indoors promptly and follow the product’s storage instructions.
Protective packaging and ice packs, where used, cannot guarantee protection from prolonged or extreme heat. We recommend postponing orders for heat-sensitive products during extreme hot weather.
Our checkout acknowledgement asks you to confirm that you understand these heat risks. It does not exclude or limit your rights under Australian Consumer Law.
If your order arrives affected by heat, please contact us promptly with photographs of the products and packaging. We will assess the circumstances and your rights under Australian Consumer Law.
Gift wrapping and messages
Choose from our ready-made gift hampers and boxes, or create a personalised hamper from your favourite Treat Factory products.
To create your own, add your products to the cart and select the ‘gift hamper’ option before proceeding to checkout. Add your gift message in the comments box at checkout.
For $15, we will arrange your selected products in a gift hamper box with ribbon and your gift message.
Refunds and returns
We want you to enjoy your purchases. If your order arrives damaged, contains an incorrect item, or you believe a product is faulty, please email enquiries@treatfactory.com.au with your order number and details of the problem.
Where possible, include photographs of the product and packaging, together with the batch number and best-before date.
For delivery damage or incorrect items, please contact us as soon as possible, preferably within 48 hours of delivery. This helps us investigate promptly and does not limit your rights under Australian Consumer Law.
Change of mind
We do not offer refunds or exchanges for change of mind, including ordering the wrong item or personal taste preferences. This does not affect your rights if a product is faulty or does not match its description.
Faulty or incorrect products
If a product fails to meet the consumer guarantees under Australian Consumer Law, we will provide the remedy required by law. For a major failure, you are entitled to choose a refund or replacement.
Your consumer guarantee rights apply even if a product has been opened. They are not restricted to a two-day period or dependent on keeping the original packaging.
Please contact us before posting products back. We may be able to resolve the issue using photographs. If a return is required and a fault is confirmed, we will cover reasonable return postage costs.
Nothing in this policy excludes or limits your rights under Australian Consumer Law.