Shipping, Collection, and Delivery
By accepting Terms and Conditions upon ordering, you are agreeing to abide by the delivery and shipping details set out below.
Please note: Please read all shipping, collection, and delivery information carefully. We reserve the right to withhold deposits for orders that fall outside our delivery area, or that you deem delivery costs too high. These delivery costs are outside our control, it is your responsibility to check you are in our delivery area and accept all costs in transporting your goods to you as outlined here and in our terms and conditions before you pay your deposit and finalise your order. Once you have checked the terms and conditions box (before checkout) and submitted your order, you agree to this. In most instances, your order is processed by our farmers to meet your requirements, and the farmer is not able to return your now processed animal to their paddock 🙂
COLLECTION / PICK UP
1. Where can I pick up my order? You can pick up from us at Clayfield, Thursday and Fridays, 9.00 am – 4.00 pm, or by making an appointment. We are a small business, and our time is divided between farms, food service outlets and serving you, so please be patient and we’ll be flexible.
2. Is there a minimum amount for pick up orders? Picking up from us: No limit – order and buy as much or as little as you wish.
3. Do I need to bring my own esky to pick up my order? Yes! We love it when you bring your own esky, styrofoam box, or cooler bag. During the week, our fridge is well-stocked with all sorts of products including some things you won’t find in the online shop. If you don’t see what you want, we can usually find it for you.
LOCAL & SEQ/ NORTHERN NSW DELIVERIES
All delivery based orders require a minimum delivery order value of $80.00.
We deliver all over Brisbane, Gold and Sunshine Coasts, and Toowoomba regions by a sub-contracted refrigerated courier service. Please get in touch if you need delivery outside these areas, as deliveries to regional areas may incur additional freight costs.
Metro Brisbane (15k CBD radius)
$35.00 Delivery Fee (may vary)
Gold Coast
$40.00 Delivery Fee (may vary)
Brisbane (Outer) & Sunshine Coast
$40.00 Delivery Fee (may vary)
Toowoomba and surrounding areas
$55.00 Delivery Fee (may vary upwards depending on location)
Northern NSW
Freight charges will apply
Remote regional orders are sent via TOLL or VIRGIN air express, see below for airport locations. You agree to all delivery terms when submitting your order. All shipping charges are calculated on the weight of products to be shipped.
All orders are packed in a sealed box. Your produce will remain fresh and cold inside the courier service vehicle. Couriers can not leave fresh or frozen meat unattended, so please ensure someone will be available to receive. We mostly use recycled boxes. Please note that weight of ice or frozen packs may be added to the goods and freight will be calculated to include this additional weight.
INTERSTATE AND REMOTE AREA DELIVERIES
All delivery based orders require a minimum delivery order value of $80.00.
We are able to send to the following locations on an ‘airport to airport’ basis via Toll Express or Virgin Air to your closest major airport shown below, at your cost. Flight connections to minor airports can be arranged (by you) using Australia Post airfreight. Courier out of major/minor airports is the client’s responsibility. We recommend and suggest all Interstate items be sent as frozen. All chilled and frozen goods are sent with the utmost care and attention, however, freight sent other than Toll Express or Virgin Air is not insured for loss or damage. All orders are packed in a sealed box. Your produce will remain fresh and cold (or frozen) inside the aircraft. You will need to collect inside the detailed opening hours or your goods will begin to defrost. Please note that weight of ice or frozen packs may be added to the goods and freight will be calculated to include this additional weight.
CHILLED GOODS COLLECTION LOCATIONS
Shipping and delivery information
The purchaser has the responsibility to provide accurate details for deliveries.
Hand Sourced attempts to ship all orders within 5 business days of order payment and item availability unless requested otherwise.
We are unable to guarantee specific delivery times. If you have a special request please make this clear when placing your order and we will aim to accommodate where possible. If you are not available during normal business hours, please make alternative arrangements for the delivery. If no one is available to receive the goods a delivery fee will be charged for each subsequent return delivery attempt.
Claims for credits & returns must be made in writing within 24 hours of receipt of the goods. Goods must be either returned or available for pick up and must be in original packaging and unopened/unused. If we provide credit, our terms are strictly applicable. Uninsured items are non refundable (see above).
You are welcome to organise your own courier. All items requiring delivery must be paid for in full before delivery. For items sold by weight, this payment can be made via eft or an over the phone bank transfer. Credit card fees apply.
All efforts will be made to deliver goods within the expected timeframe, however, we cannot be held responsible for delays or conditions which may affect delay.
Please note that although we take great care in the packaging of goods to ensure they arrive in good condition, we accept no liability for damaged deliveries. Goods travel uninsured as per freight carrier standard policies. Should you wish to insure your goods please contact us.
Fresh items will only be delivered to an office or a residence if there will be someone in attendance at that address to take delivery. If goods are lost or damaged from failing to meeting above condition, we do not accept any liability. We recommend and suggest all Interstate items be sent as frozen. All chilled and frozen goods are sent with the utmost care and attention, however, freight sent other than Toll Express or Virgin Air is not insured for loss or damage.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from delivery.
Should an item has been lost in transit, we will not dispatch a replacement item until the matter has been thoroughly investigated, and even then, any replacement will be at our discretion.
Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
All shipping charges are calculated on the weight of products to be shipped. Please note that weight of ice or frozen packs may be added to the goods and freight will be calculated to include this additional weight.
A note on Sendle; Pack & Pay; Couriers Please; Fastaway etc
Please note: We are unable to offer refunds on any goods shipped via this type of ‘pack and send’ method. We will send using these companies at your request, however, we have had equal success and failure using these companies. We love that these are cheaper for you. We don’t love that some parcels are lost, damaged, or returned here for no reason. It is your responsibility to follow any tracking, and should the parcel suffer damage, breakage, or not arrive in the condition you expect, you take all responsibility for following up any insurance and refund system. You accept all costs in transporting your goods to you as outlined here and in our terms and conditions before you pay your deposit and finalise your order. Once you have checked the terms and conditions box and submitted your order, you agree to this.
Returns Policy
The return of goods ordered by you is limited only to situations where there is a legal obligation for such goods to be returned (e.g. faulty goods) or is via our discretion.
We will only refund the cost of the product (via the original payment method); provide a replacement product; or issue a store credit for insured goods.
We will not refund any postage and handling fees, or any other associated costs in providing the goods.
If you return goods, please keep the appropriate proof of return. If the returned item goes missing in transit to us, we will deem you not to have returned the item. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Damaged goods will not be accepted.
Please note any waiting times as listed on the website; and in addition, delivery or collection requirements (such as pick up only items). Stocks may be seasonal and not always available, please contact us if in doubt. It is the purchasers’ responsibility to familiarise themselves with locational, seasonal, fiscal or quantity notes as listed on each product page, and all delivery options and requirements.
How long will my order take?
That depends on what you have ordered, and if it is in stock. Generally, we suggest emailing us first if you are unsure; have a specific date pending (like the boss’s dinner!) or are after something in a hurry. We buy whole animals from the farmer, directly. Then, we have it butchered by our own recommended butchers. This means we may have to wait until all 4 quarters of the cow is spoken for, or all cuts of lamb are allocated. Most of our animals have four legs and one head, and we can’t leave just one leg hopping around the paddock.
If you are going away when delivery is due, we may have facilities to hold your item frozen for you. This may incur a cost. Please, contact us to ask any questions about your order before assuming.
All items are stored under 2c for 3 days following arrival and if not collected by consumer, or paid for ready for delivery, are moved to our offsite commercial snap freezing system. We hold a Certificate of Accreditation 124202000 under the Food Production (Safety) Act 2000. We are fully MSA compliant, hold Food Safety Supervisor certification, and all stored goods are managed offsite through one of Queenslands’ premium cold stores.
