Shipping policy
Delivery and payment
When you place an order on our website, you're bound by the terms and conditions as set out in our policy documents. The Co-Op accepts payment by Major Credit Cards.
You will receive a confirmation email thanking you for your order and once dispatched a follow up email to inform you it has shipped, This email will advise tracking information to allow you to follow your order to your door will be included in the shipping email. The same email will also include a link to your downloadable Tax Invoice.
Our aim is to take only 1-3 business days to process each order and ship your goods using Australia Post on occasion this is not possible when this occurs we will contact you to advise you of the estimated additional time.
When is your order is expected to be with you?
Orders will be sent through Australia Post or one of our preferred couriers.
For updates on Australia Post shipping times and news click here.
If you would like to confirm that an item is in stock before placing your order, simply email us at admin@theco-op.com.au let us know which item(s) you are interested in and we will confirm its availability.
It is preferable to deliver to a work address to ensure that you are there to sign for the delivery. If you believe that you may not be at home for the delivery, enter your work address.
Our policy is to request, 'signature upon arrival', if you do not want this please make a note of this (Authority to Leave) in special instructions at time of ordering. To this end we request that you provide us with a telephone contact number. This number is given to our Couriers so that every effort can be made to ensure you receive you order fast and safely. Alternatively, our couriers may leave a note in your mailbox with a telephone number so that you may contact them to organise an alternative time or place of delivery.
From time to time we may elect to dispatch using alternate Freight contractors when we choose to do this the additional expense will be covered by us, this is generally done for expediency of delivery to you.
Free Shipping On Selected Products
From time to time we may offer a free shipping service on selected products across our store. Due to weight or size some products may require collection from a local depot close to your location should this be the case we will discuss this with you prior to shipment. Occasionally delivery companies may contact you to arrange collection or delivery times as they see fit these events are outside of our control.
We endeavour to ship to all regions of Australia. Some remote regions may require orders to be collected from a freight distribution point in the regions major town, wherever possible orders effected by this will be contacted prior to dispatch to confirm delivery details are acceptable.
Larger items may show 'Request Quote' this is so we can check actual freight costs, our aim is to ensure free delivery is possible however, we reserve the right to advise of a cost if required.
Some items may incur a surcharge pending delivery location, we recommend contacting us by email prior to ordering if unsure, CLICK HERE to send us an email.
Loss or Damage in Transit
The Co-Op ships via Australia Post and preferred courier partners. Please be aware that many freight carriers provide limited or no automatic insurance coverage for lost or damaged goods. Freight insurance is not included by default on your order unless specifically arranged at the time of ordering.
If you wish to have your order insured in transit, please contact us at admin@theco-op.com.au before placing your order so we can arrange appropriate coverage and advise of any additional cost.
Lost Shipments
If your order appears lost in transit, please contact us as soon as possible. We will lodge an investigation with the carrier on your behalf. A shipment will only be confirmed as lost once the carrier has completed their investigation and formally declared the goods lost. We are unable to process a a claim until this confirmation is received from the carrier.
To assist with your claim, please retain:
- Your order confirmation and tracking number
- Any carrier communications you have received
Damaged Goods Upon Arrival
If your order arrives damaged, please follow these steps immediately:
- If possible, do not accept the delivery — refuse the parcel and it will be returned to us by the carrier.
- Photograph the outer packaging before opening — this is critical evidence for any claim.
- Photograph the item(s) upon opening, clearly showing the damage.
- Contact us immediately at admin@theco-op.com.au with your photos and order details. We will assess the claim and may request the item be returned. Once verified, we will offer a replacement or refund.
Please note: claims for damaged goods must be reported to us within 24 hours of delivery. Failure to report damage promptly may affect our ability to lodge a claim with the carrier on your behalf.