This policy outlines the terms for the fulfillment of online orders from our Online Shop and should be read in conjunction with our Terms of Service.

Delivery

  • Shipping Rates: Flat rate per order (based on the highest-rate item in your cart).
  • Delivery Coverage: We deliver Australia-wide.
  • Remote & High-Cost Delivery Addresses: Our flat-rate shipping is a subsidised contribution toward delivery costs. In rare cases (e.g. remote/regional areas, islands, restricted-access sites, or unusually expensive Express destinations), the carrier cost may be significantly higher than the shipping fee paid at checkout. If this occurs, we’ll contact you with the option to (a) pay an additional shipping amount, (b) switch to an alternative shipping method where available, or (c) cancel your order for a full refund (including shipping). If we can’t reach you or don’t receive a response within 2 business days, we may cancel and refund to avoid delays.
  • Order Processing: Orders are shipped after payment has been confirmed.
  • Shipping Timeframes:
    • Orders are dispatched within 1–2 business days from Burleigh Heads, QLD 4223 via Aramex or Australia Post.
    • Standard delivery is typically completed within 3–5 business days. Some distant, regional, and remote destinations e.g. Perth and Hobart will have longer delivery time frames.
    • Express orders placed before 12 PM on a business day will typically be delivered within 1–2 business days.
    • These timeframes are meant as a guide only, and actual delivery times may vary based on volumes, unplanned events, and carrier service. Delays can occur outside our control.
  • Tracking Information: You will receive tracking updates via email once your order has been shipped.
  • Perishable products (e.g. ground coffee): We recommend choosing Express shipping for perishable items (including ground coffee). Once an order has been dispatched, Quest cannot guarantee delivery timeframes and is not responsible for product deterioration caused by delivery delays outside our control.
  • Delivery Responsibility:
    • Please ensure your delivery address is correct and the location is safe and secure.
    • If you choose Authority to Leave (or request the parcel be left unattended), responsibility for the parcel passes to you once the carrier records it as delivered to the nominated location. We’re not responsible for loss or theft after delivery has been confirmed.
    • If your parcel is lost in transit or delivered to the wrong address, contact us and we’ll assist with a carrier investigation.
  • PO Box Deliveries: Please ensure PO Box addresses are clearly identified as PO Box, as these need to posted by Australia Post.

Pickup

  • Orders for pickup will be available upon receipt of an email confirmation stating that your order is ready for collection.

If there is an issue with your delivery please contact us and we’ll do our best to help and resolve the issue.
Nothing in this policy limits your rights under the Australian Consumer Law.