Shipping Policy

At Frogmouth Ponds, we are committed to ensuring your order arrives safely and efficiently. Please review our shipping policy below for important information regarding restrictions, tracking, and our procedures for lost or damaged goods.

Biosecurity Shipping Restrictions

Due to strict biosecurity laws and regulations, there are restrictions on where we can ship certain products within Australia:

Western Australia (WA) & Northern Territory (NT): We are unable to ship any products to these states.
Queensland (QLD): Honeycomb is restricted from shipment to Queensland. All other products are permitted.

We ask that you consider these restrictions before placing your order.

Shipping Partner and Tracking

All Australian orders are shipped via Australia Post. Once your order has been dispatched, you will receive a tracking number via email. You can use this tracking number on the Australia Post website to monitor the delivery status of your package.

Lost or Missing Orders

In the event that your order is lost or missing, please initiate contact with Australia Post using your provided tracking number. While we do not have full access to your parcel’s location, Australia Post is our designated shipping partner and the first point of contact for lost items.

If Australia Post confirms the loss and you need to lodge a compensation claim, please contact us directly.

Please be advised that orders shipped from Tasmania may be routed through several major delivery hubs before reaching your local branch.

Policy for Damaged Goods

We take great care in packaging our products, using thick layers of corrugated cardboard and eco-friendly bubble wrap. However, in rare occurrences of mishandling by the postal service, goods may arrive damaged.

If you receive a package with broken or damaged goods, please follow these steps as soon as possible:

Document the Damage: Photograph the damaged items while they are still in the box. Clear pictures of the damage are essential for our records and for any potential compensation claims with Australia Post.
Submit Documentation: Email the photographs and your order number to orders@tasmanianhoneystore.com.au.

This documentation is vital for us to understand the extent of the damage and to assist you in resolving the issue.

Shipping Rates and Charges

Wholesale Orders: Free shipping is provided for all wholesale orders within Australia.
International Orders: For all overseas orders, please contact us at admin@frogmouthponds.com.au to discuss shipping rates before completing your purchase.
Australian Standard Rates: The following flat rates apply to all areas of Australia:
- Orders up to and including 1.5 kg: $10.00
- Orders above 1.6 kg: $10.00 plus an additional $6.25 per kilogram increment.

Please note that for multiple orders purchased at the same address, we reserve the right to consolidate them into a single shipment.

Contact Information

For any further inquiries regarding our shipping policy or your order, please do not hesitate to contact us at admin@frogmouthponds.com.au.