Shipping

Delivery Charge

Shipping costs are calculated at checkout using live Australia Post rates, based on the delivery address, order weight, parcel size and available delivery service.

We offer free shipping on orders over $200 Australia wide, except Tasmania.

Delivery is not available to Tasmania due to local regulations.

For international orders, freight costs will be calculated or estimated at checkout where available. If freight cannot be confirmed at checkout, we may contact you before dispatch to confirm the applicable freight cost.

Taxes & Duties

For international deliveries, import taxes, customs duties, VAT, tariffs, clearance fees or other charges may apply.

These charges vary from country to country and are the responsibility of the customer or recipient unless otherwise stated at checkout.

Ocean Road Abalone is not responsible for delays caused by customs, border inspection, biosecurity checks, import restrictions, or local delivery authorities.

Delivery of Your Products

For orders placed before 12 noon AEST, we endeavour to process the order on the same business day. Orders placed after this time may be processed the next business day.

Depending on the delivery location, estimated delivery times are generally:

Australian orders: 3 to 14 working days
International orders: 10 to 30 working days

Unless otherwise agreed by us, we will deliver your products to the address provided in your order confirmation.

A tracking number will be provided once your order has been dispatched, where tracking is available.

It is the customer’s responsibility to ensure the delivery address is correct and complete.

If your order does not arrive within the estimated delivery period, please contact us at info@oceanroadabalone.com.au and we will make enquiries with the freight provider.

If an item appears to be lost in transit, we will investigate with the freight provider before confirming the appropriate resolution. A replacement or refund will not usually be issued until we have completed this investigation.

A delay in delivery does not automatically entitle you to cancel an order. However, this does not limit any rights you may have under Australian Consumer Law or, for eligible EU customers, applicable EU consumer withdrawal rights.

Returns, Refunds & Cancellations

Please contact us before returning any product.

We cannot issue a credit, refund or replacement unless we have first reviewed your request.

Food Safety and Hygiene

Because our products are food items, we cannot accept returns or exchanges for opened products unless the product is faulty, damaged, unsafe, incorrectly supplied, or otherwise required by law.

Please choose carefully and check your order before submitting it.

Damaged, Faulty or Incorrect Products

If you receive a damaged, faulty or incorrect product, please email info@oceanroadabalone.com.au as soon as possible with:

• Your name
• Your order or invoice number
• A description of the issue
• Clear photos of the product, packaging and delivery label

We will review the issue and work with you to provide the appropriate remedy, which may include a replacement, refund or credit depending on the circumstances.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law, including rights relating to faulty, damaged, unsafe, incorrectly described or incorrectly supplied goods.

EU Withdrawal / Cancellation Rights

If you are a consumer located in the European Union and your order is eligible under EU consumer law, you may have the right to withdraw from your purchase within 14 days of receiving the goods without giving a reason.

To exercise this right, you must notify us clearly within the 14-day withdrawal period by using our EU Withdrawal / Cancellation Request Form or by contacting us at info@oceanroadabalone.com.au.

EU Withdrawal Exceptions

The EU right of withdrawal does not apply to all goods.

It may not apply to:

• Goods that are liable to deteriorate or expire rapidly, including perishable food products
• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery
• Products that have been opened, used, damaged, handled beyond what is necessary to inspect them, or are no longer in resaleable condition, except where required by law

Return Shipping for EU Withdrawal

Unless the product is faulty, damaged or incorrectly supplied, you are responsible for the cost of returning eligible goods under the EU withdrawal process.

Goods must be returned without undue delay and, in any event, no later than 14 days after you notify us of your withdrawal.

Refunds for Eligible EU Withdrawals

For eligible EU withdrawals, we will refund the amount required by applicable EU consumer law once we have received the returned goods or you have provided evidence that the goods have been sent back.

We may withhold reimbursement until we have received the goods back or received evidence that they have been returned.

We may reduce the refund if the goods have been handled beyond what is necessary to inspect them, or if the goods are returned damaged, opened, used, incomplete, or not in resaleable condition, except where prohibited by law.