Shipping policy

Shipping Policy

Last updated: April 2026

1.  Order Processing & Dispatch

We work hard to get your order out the door as quickly as possible. Please allow up to 5 business days for your order to be packed and dispatched.

• Business days are Monday to Friday, excluding Australian public holidays.

• You will receive a shipping confirmation email with tracking details once your order has been dispatched.

ℹ️  During peak periods (Christmas, Easter, long weekends) please allow additional time for your order to be processed and dispatched.

2.  Delivery Timeframes

Once dispatched, please allow the following estimated delivery times. These are guides only and may vary depending on your location and carrier volume.

3.  Delivery Details

Courier Service

We use a third-party courier service for all deliveries. Please note:

• Deliveries are made between 8:00 am and 5:30 pm, Monday to Friday.

• We are unable to request a specific delivery time window.

• Once your parcel is with the courier we are unable to control transit times, however we will always do our best to assist if delays arise.

No PO Box Deliveries

Our couriers are unable to deliver to PO Boxes. Please ensure you provide a valid physical street address at checkout.

Tracking Your Order

Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can use this to monitor your delivery in real time via the courier's website.

4.  Out-of-Stock Items

On rare occasions, stock levels may change between when you place your order and when we pack it. During checkout you will see a Notify Out of Stock option:

• Checked: We will contact you before shipping if any item in your order becomes unavailable. We will discuss replacement options with you. If we do not hear back within 24 hours, we will ship the remaining items and issue a refund for the out-of-stock product.

• Unchecked (recommended if you are not in a hurry): Your order ships immediately regardless of any unavailable items. Any missing items will be automatically refunded.

ℹ️  We recommend leaving this box unchecked unless there is a specific item you cannot proceed without, as it can delay dispatch.

5.  Returns

We want you to be happy with your purchase. If you need to make a return, here is how it works:

• Items must be returned within 15 days of delivery or purchase.

• Products must be sealed, unused, and in their original packaging.

• We cannot accept returns on food products unless they are faulty or damaged.

• For postal returns, you are responsible for safely packaging your items. We recommend using a tracked service, as we cannot be held responsible for items lost in return transit.

6.  Damaged or Incorrect Items

If you receive a damaged or incorrect item, we sincerely apologise and will make it right straight away. Please follow these steps:

• Notify us within 7 days of receiving your order.

• Email us at info.toptiercakesupplies@gmail.com with your order number and clear photos showing the damage or incorrect item.

• Once we have reviewed your photos, we will offer you a choice of: store credit, a full refund, or a replacement item sent to you — whichever you prefer.

7.  GST & Taxes

All orders delivered to Australian addresses include GST, which is automatically calculated and applied at checkout. Customers outside Australia are solely responsible for any applicable customs duties, import taxes, or other charges applicable in their jurisdiction.

8.  Contact Us

Have a question about your order or our shipping process? We are happy to help!

• Email: info.toptiercakesupplies@gmail.com

• Website: www.toptiercakesupplies.com

We aim to respond to all enquiries within 1 business day.