Shipping policy
SHIPPING COSTS
We heavily subsidise shipping costs and are pleased to offer you FREE SHIPPING Australia wide for orders over $140 and $8 flat rate nationwide shipping for all other orders.
Express shipping is available on request. Please contact us at orders@altinadrinks.com either prior to ordering or immediately after ordering with your order number to organise an express shipping upgrade. The express shipping upgrade fee is usually between $5-20, depending on the delivery address and products you've ordered.
DISPATCH AND DELIVERY TIME FRAMES
Items are normally dispatched within 2 business days and are normally delivered within 3-14 days for metro East Coast areas and up to 21 days for regional/west coast areas. Items may be sent with Australia Post, Aramex or another courier, depending on your location.
For Express Post, expect your delivery within 1- 4 days in most circumstances.
We are unable to guarantee any delivery times, or provide refunds on shipping fees if items are not delivered within the timeframes above. We do our very best to dispatch your items as quickly as possible, but once they leave our warehouse, they are in the hands of the couriers.
AUTHORITY TO LEAVE
Please note all parcels are sent with an authority to leave in a safe place (no signature required). Please leave a note at checkout if a signature is required.
Australia Post orders: If you're not at home, Australia Post will notify you via the AusPost app, email, or SMS. If your parcel has not been matched to your MyPost account, Australia Post will leave a card.
MISSING / INCORRECT ITEMS
If your order is missing items or has incorrect items, please get in touch ASAP at orders@altinadrinks.com and quote your order number and what you have received.
RETURNS AND REFUND POLICY
We do offer refunds on unopened bottles, please see details in our refund policy here.
RESPONSE TIME
We aim to process any requests for replacements, returns or refunds within 3 business days of receipt. If an investigation is required by a 3rd party (eg. Australia Post), we will await the outcome of the investigation prior to sending any replacements or refunds.
LOST, STOLEN OR DAMAGED PACKAGES
With ALTNA Package Protection
If you have opted in for ALTINA Package Protection and your order has been damaged, lost or stolen, please get in touch with us at orders@altinadrinks.com ASAP so we can resolve the issue as fast as possible and get a new package sent out to you. Please quote your order number and in the case of receiving a damaged parcel, provide photos showing the damage, the entire package, and the shipping label. Please view our full ALTINA Package Protection Policy below for further details.
Without ALTINA Package Protection
If you have not opted for ALTINA Package Protection, in the case of loss or damages or other issues during shipping, please get in touch and we will work with our courier partners to try and get a resolution for you. We will await the outcome of our courier's investigation prior to organising any replacements or refunds. Unfortunately we are not able to replace stolen packages if you have not opted for ALTINA Package Protection.
ALTINA PACKAGE PROTECTION POLICY
The below policy applies only to orders that have purchased ALTINA Package Protection.
Damaged packages
ALTINA Package Protection will cover items that are damaged due to the shipment carrier’s neglect. These damages include broken bottles and cans. ALTINA Package Protection will not cover cosmetic damages (eg dented cans or scratched labels).
The customer must send ALTINA Package Protection the evidence of the damage, via email to orders@altinadrinks.com. Within this email, the customer must include their order #, and the proof of damage itself.
All claims related to damaged packages must be filed within 10 days.
Lost Packages
Packages are deemed to be lost when the status of the package is marked as “Lost” or “Missing” by the carrier.
In some cases, ALTINA Package Protection may presume the package to be lost when it has been 7 business days or more since the last status update from the carrier, but no warranties are made by ALTINA Package Protection that they will do so. This can be done on a case-by-case basis.
If the tracking information states the package is "arriving late" or "delayed", ALTINA Package Protection reserves the right to not presume the package to be lost until it has been greater than 14 days since the last status update.
All claims related to lost packages must be filed within 30 days of the last status update from the carrier.
Stolen Packages
ALTINA Package Protection, at our sole discretion, may require a police report when the customer’s package is marked as "delivered", but has not been received by the customer.
All claims related to stolen packages must be filed within 7 days of the packaged being marked as "delivered".
Incorrect Address
If the customer inputs the incorrect address information when purchasing through the website, ALTINA Package Protection reserves the right to not cover the package. If the customer has input the correct address information when purchasing through the website, but the package was delivered to the incorrect address, ALTINA Package Protection will cover this as long as there is proof of delivery to the incorrect address. This burden of proof falls upon the customer to provide.
Invalid address and other delivery issues
Carriers may not be able to successfully deliver a package due to reasons such as an invalid address, not being able to find an individual to sign for a package, or other delivery issues. ALTINA Package Protection reserves the right not to cover these instances. If the package is not considered, lost, stolen or damaged, we will attempt to work with the carrier to resolve the delivery issues.
Return to Sender
ALTINA will not cover packages that are sent back to us and marked as “Returned to Sender” by the shipping company due to the customer failing to collect their order from a delivery location.
