Insulated & Temperature-Controlled
Every order is packed in insulated boxes with ice packs to keep your meals fresh from our kitchen to your door.
SHIPPING POLICY
Nothing in this policy limits your rights under the Australian Consumer Law. If goods arrive spoiled or fail to meet consumer guarantees, you may be entitled to a remedy including a replacement or refund.
Where We Deliver
We currently deliver to eligible addresses within metro and rural areas in South Australia, Queensland, Western Australia, New South Wales, Victoria, and the ACT. You can confirm availability by entering your postcode at checkout, or by using the Postcode Checker feature at the bottom of the page here. We do not currently deliver to PO Boxes or Parcel Collects.
Delivery Schedule
Our deliveries operate on a set schedule depending on your location. You will be shown estimated delivery timeframes at checkout. We are unable to provide specific time windows. The phone number provided at checkout will receive a text message the night before delivery. On the morning of delivery, a second message will be sent containing a tracking link and a two-hour delivery window.
Delivery Instructions
You may leave specific delivery instructions at checkout (e.g. leave at front door, behind gate, etc.). Our drivers have "authority to leave" your box in a safe location if no one is available to receive it. If a safe place cannot be found, a delivery fee will apply. Once the order has been delivered to the nominated delivery address, you accept that responsibility for the package transfers to you. We recommend placing your meals in the freezer immediately, as we are not liable for spoilage or theft after delivery. We are not responsible for loss, damage, theft, or spoilage after delivery unless otherwise required by law.
Missed Deliveries
We are not liable for deliveries missed due to incorrect addresses, locked gates, unattended premises, or other access issues. It is your responsibility to ensure access and safe drop-off conditions. We are unable to offer a refund or replacement for deliveries missed due to incorrect information or access issues, unless required by law.
Safe Delivery Access & Pets To ensure the safety of our drivers and the timely delivery of your meals, please ensure your property is accessible.
Dogs and Pets Couriers are instructed not to enter premises where unrestrained or barking dogs are present, regardless of their size or temperament. If you have a dog, please ensure it is secured away from the delivery area or provide alternative instructions (e.g., "Leave parcel over the fence").
Gates and Access If your property has a locked gate or security code, please provide specific details in the "Delivery Instructions" at checkout.
Failed Deliveries If a driver deems a location unsafe or inaccessible due to dogs or locked gates, the order may be returned to the depot. In this instance, a redelivery fee will be charged to the customer before the order can be dispatched again.
Packaging & Food Safety
Your order is packed in insulated packaging with ice packs. This is designed to maintain safe temperatures for several hours after delivery. However, we recommend promptly refrigerating your meals upon receipt (at under 5 degrees Celsius at all times). It is your responsibility to ensure meals are promptly refrigerated (under 5°C). Enzo’s at Home is not liable for spoilage resulting from delayed collection unless the packaging was faulty or improperly packed.
Delivery Fees
Delivery fees may apply and will be calculated and displayed at checkout based on delivery location. Free delivery promotions, if available, will be applied automatically.
Delays or Disruptions
We aim to deliver on time, but delays can occur due to weather, traffic, or other unforeseen events. We are not liable for delays or failures to deliver caused by events beyond our reasonable control, including extreme weather, natural disasters, courier disruptions or pandemic restrictions. If a delay results in product spoilage, we ask that you contact us within 24 hours of delivery if you believe there is an issue with your order. While we cannot guarantee remedies outside this window, we will assess each case in line with our obligations under the Australian Consumer Law.
PO Box
We do not deliver to PO Boxes or Parcel Lockers due to the perishable nature of our products and the need for timely delivery.
Contact
For shipping or delivery questions, contact us at info@enzosathome.com.au.
