FAQs

About Delivery

  1. When is my order delivered?
    We can make the next scheduled day delivery if you order before our cut off time at 12am, and your order will approximately be delivered from 12pm to 5pm. You can also pick a specific delivery date of the order.   
     
  2. How do I know when my order is delivered?
    You will receive a text message when your delivery is on its way.     
     
  3. Can I select a delivery date?
    You can request a delivery date; our delivery days are from Monday to Saturday. Please refer to our delivery schedule of your area.
     
  4. How is my order delivered? 
    We will deliver with our own refrigerated trucks directly to your door. The fresh and frozen items will be packed and wrapped with re-useable icepacks. Our cooler bag has been tested to keep our products in good and saleable condition for up to approximately 4 hours.
     
  5. Can I use my own cooler bag?
    We highly recommend that you purchase our cooler bags and encourage to reuse it for any future deliveries. Our cooler bag has been tested to keep our products in good and saleable condition for up to approximately 4 hours. If you use your own esky or cooler bag, you do so at your own risk to ensure the esky or cooler bag is able to keep our products fresh and large enough to place all your ordered products.
     
  6. What if no one at home to receive the order?
    If you are not at home during the delivery time, we will deliver the products to the front door at the relevant Delivery Address provided by you upon order. If you ask us to deliver inside a premise or building at the Delivery Address and we agree to do so, then you are responsible for all loss or damage suffered by us in connection with our delivery of the Products beyond the front door of the Delivery Address.
     
  7.  How much is the delivery fee?
    Our delivery pricing starts from $6.95 includes GST. Free delivery applies to orders over $70.
     
  8. How can I track my order?
    You’re able to track you orders status after logging into your account. 
     
  9. What if my order is late?
    Sometimes things outside of our control may cause a delay.  However, we will always try and proactively contact you if we become aware that your order might not arrive within the estimated time of delivery, and our team will work to get your order to you as quickly as possible.
     
  10. What if there is an incorrect or missing Item from your order?
    If the order you receive is incorrect or there are missing items, please contact our Customer Service Team by email to [email protected] accordingly. Emails are attended to during normal business hours. Please contact us with information about the product, a description of the fault and pictures, and your proof of purchase. We'll get back to you and send you the correct item as quickly as we can.
     
  11. How can I return or exchange the faulty products?
    If the products you have ordered arrived damaged or not as you have ordered (i.e. faulty, missing items), please notify our Customer Service Team by email to [email protected] accordingly. Emails are attended to during normal business hours.
    Please note that the quality issues with perishables to refund or replacement must be reported within 24 hours of delivery.
    a. For frozen products, if you received a damaged or defective item, please contact us with information about the product, a description of the fault and pictures, and your proof of purchase. Please place the item securely in its original packaging, we will inspect the product and if we agree that the product is fault, we will resend the same product, and collect the damaged item.
    b. For fresh products, we will only accept replacing unopened items. The return items must be in be in an untouched and unused condition.
     
  12. My area is not on your delivery list, how can I order?
    We are rapidly expanding and will hopefully be delivering to your area soon! You can also subscribe to our newsletter for updates and exclusive offers.
     

About Payment

  1. What forms of payment do you accept? 
    You can pay by Credit/ Debit Card (Visa, Mastercard), or PayPal. The Invoice will be emailed to you as proof of purchase after the order is placed.
     
  2. Will I get a receipt after payment?
    Invoice will be emailed to you after order is placed. You can print the invoice after logging into your account.
     
  3. When will I get my refund?
    After we receive your request, our team may take up to 7 to 14 business days to assess the refund request. All refunds will be credited back to you in the same manner you made payment with and generally takes 3-5 business days for the refund to be processed.
     

About Placing Order

  1. Is there a minimum order?
    Our minimum order amount is $25.
     
  2. What is the deadline for placing an order?
    Order for next day delivery need to be made by 12am. Please check our delivery schedule of your area before placing order.
     
  3. Can I place orders in advance?
    Yes! You can schedule orders of the scheduled delivery date up to 14 days in advance.
     
  4. What happens if something is out of stock?
    We do our very best to ensure we are able to offer all products, but If this happens, we will contact you for arranging a refund or replace the item upon our discussions.
     
  5. Can I collect my order?
    Unfortunately we don’t currently offer collection.
     
  6. How do I redeem a coupon code?
    If you have a coupon code, you can add the code into the‘Use Coupon Code’ field on the checkout page, and it will show the discount.
     
  7. How do I modify/cancel my order?
    We do not accept cancelling or change of order after the order cut off time, being 12:00am.
    For cancelling an Advanced Order, you must contact us at least one (1) business days before the scheduled delivery date. We may charge a cancellation fee if your order has been cancelled after the order has already been packaged for delivery.
     
  8. Do you sell bulk quantities/ wholesale?
    For larger wholesale enquiries, please send an email to [email protected] or visit our wholesales webiste: www.oceaniaseafoods.com.au
     
  9. Have any other questions?
    Drop us an email at [email protected].