[ORDER PROCESSING]
All orders require 1-2 business days for processing and packaging.
Order processing may take slightly longer during holidays or special events.
[SHIPPING FEE]
· Australia & Mainland China – Free shipping on orders over AU$250; otherwise, a shipping fee of AU$20 applies.
China Orders: Due to customs duties and clearance issues, orders will be shipped from our China warehouse via SF Express
International – Free shipping on orders over AU$750; otherwise, a shipping fee of AU$90 applies.
Hong Kong/ Macau Orders: Orders will be shipped from our Australian warehouse via Australia Post
> Please note <
If an order contains both dry items and frozen items, it will be shipped entirely as frozen goods.
[SHIPPING/ DELIVERY TIMES]
- SHIPPING: DRY GOODS ORDERS -
Shipped via Australia Post Express.
Delivery within Australia & Mainland China takes 1-3 business days; International delivery takes 7-10 business days.
- DELIVERY: FROZEN GOODS ORDERS –
[SERVICE AVAILBLE IN AUSTRALIA ONLY]
Delivered to your doorstep via a third-party refrigerated courier.
You can select your preferred delivery date; Delivery is estimated to take 10-14 business days.
We strongly recommend that someone be home to receive the delivery.
If no delivery date is selected, the order will be automatically scheduled for delivery the following weekend after the order is placed, and no further notification will be sent.
DAILY DELIVERY:
SYDNEY, MELBOURNE, BRISBANE
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LIMITED DELIVERY:
(NO DELIVERY ON CERTAIN DAYS)
*WEDNESDAYS*: NO delivery to ADELAIDE
*THURSDAYS*: NO delivery to CANBERRA
*FRIDAYS*: NO delivery to PERTH |
WEEKLY DELIVERY:
Only *MONDAYS*: DARWIN
Only *WEDNESDAYS*: HOBART
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Delivery time: 8AM-6PM
[Estimated delivery times will be notified via text message around 8PM the night before delivery]
*If the selected delivery date is unavailable, our team will arrange an alternative delivery date and notify you via email.
(If you wish to make further changes, please reply to that email ASAP.)
Delivery is available to most areas in Australia; Please check the postal code field under “Frozen Delivery” to confirm.
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*We do not offer “Hand-Delivery” or “Phone Call Notification” services.
*Order confirmation email will not include any delivery information. Please make a note of the delivery date yourself; No separate notification will be sent.
*If you need to change any details, please email sales@onhing.com.au ASAP for direct assistance. Once your order has been assigned to the courier, no further changes can be made.
- PICKUP ORDERS –
Please select your pickup location and date, be sure to provide your email address and phone number so we can contact you.
Please show the confirmation email to the staff member in charge when picking up your order.
*If you do not pick up your order, it will be held for up to two weeks after the order is placed; otherwise, the order will be cancelled.
“READY FOR PICKUP EMAIL” (REMINDER)
Customers who select *WEEKDAYS* for pickup will receive a notification around 10AM on the same day.
Customers who select *SATURDAYS* for pickup will receive a notification around 4PM on Fridays.
*If you do not receive an email, you can still pick up your order on the selected date. Please do not worry.
*Order processing takes 1-2 business days; We cannot accommodate “Order in the morning, Pick up in the afternoon” requests.
Location
1. Turrella Store
Hours: Weekdays 9:30AM-4:30PM
(EXCEPT PUBLIC HOLIDAYS)
Address: Unit 8/ 17-21 Henderson Street, Turrella NSW 2205
(Please refer to Google for the updated business hours)
2. Chatswood Market
Hours: THURSDAYS – SATURDAYS 10:30AM-5:30PM
(EXCEPT PUBLIC HOLIDAYS)
Address: Chatswood
(Please check ON HING’s social media for actual hours and specific location)
[RISK]
If no one is home to receive the parcel, we will assume “AUTHORITY TO LEAVE” that customer agrees to have it left in a safe place.
- PACKAGE THEFT –
· Choose to have your package delivered to a nearby Australia Post Parcel Locker
(For more details: https://auspost.com.au/receiving/parcel-deliveries/parcel-lockers)
· Choose a delivery address where someone will be available to receive the package (e.g., a workplace)
· Buyer assumes all risks
*For dry goods orders requiring “signature upon delivery” – the associated fee ($2.95) must be paid by the buyer
- LOST MAIL –
· Please check that your shipping information (name, address and phone number) is correct before payment.
· If the parcel is returned to us, we will reship it within 3 business days. We are not responsible for any additional costs resulting from lost mail due to incorrect or missing shipping information.
· Lost by the post office: We will file a claim for compensation with the post office
- DAMAGED PACKAGING –
· Please contact our customer services immediately upon receiving your package so we can address the issue.
SPECIAL REQUESTS
(e.g., Expedited processing/ Special packaging)
Please note your request in the message field of your shopping cart or email us at sales@onhing.com.au
