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Roastworks Coffee Co.
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Customer Service

Shipping & Delivery
We ship most orders via Australia Post, and select couriers for wholesale quantities.
In most cases, you will be sent a tracking number which can be used at http://auspost.com.au/track/  to track your purchase.
Coffee is roasted to order, but you can normally expect to receive your order within 3-6 business days.
Deliveries need to be signed for. If however, you instruct us to leave your delivery unattended, you assume all associated risks.

Privacy & Security
All parts of our online store that deal with perrsonal information in any way are secured and the data encrypted. Confirmation of that can be seen by the 'https' in your browsers address bar, and the presence of the 'lock' symbol in your browsers display. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully - in accordance with appropriate State and Federal laws of Australia.
Our full privacy policy can be seen here.

Returns & Replacements
Green coffee
All green coffee is supplied as-is. Coffee is a natural crop and may contain other organic or inorganic matter (such as stones, twigs, etc) from the plantation. It is your responsibility to thoroughly check your green beans for items that may your equipment.damage grinders or impact the quality of your roasts.

Roasted coffee
All our roasted coffee is roasted to order and supplied as-it. All roasts are cupped prior to dispatch, to ensure consistency between batches. The cupping notes offered on this site are the result of professional cupping of the coffee. As taste is subjective, you may or may not experience the same flavour profile depending on your own palate. All roasted coffee is checked at several stages during the roast to remove foreign objects before packing. It is however still prudent to check your coffee as you load beans into your grinder. 

Equipment/Retail items
All the brewing equipment and other retail items come with the original manufacturer's warranty to be free from manufacturing defects if used as per the manufacturers instructions. This does not cover 'wear and tear'.

Change of Mind
Returns are not accepted for change of mind or wrong purchase decisions, we advise to choose carefully. If you wish to return, a credit note will be issued (excluding the original shipping fees and a $10 restocking administration charge).

Damaged in Transit / Incorrect Goods Shipped
In the unlikely event that you receive a product that appears to have been 'Damaged in Transit' or a product that is different to the one ordered, then claims MUST be made via email within 24hrs of delivery.

We ask that all orders be placed via the web store, to ensure stock is available and to ensure efficient processing of your order.
For your convenience, you can 'check out' without an account.
For customers who wish to register, you can place items on your wish list for later purchase, and access order history through the customer login on any page.
When you place an order, you will receive an order confirmation email to the address provided in the account or at the checkout.
A shipment email with tracking information will be sent when the order has been dispatched from our warehouse.
For your records, a full TAX Invoice will ship with your products.

Payment, Pricing & Promotions
We accept payment for order by credit card (Visa, MasterCard) and Direct Deposit (for Australian Customers).
Credit card payments are debited to the card at the time of purchase.
Orders paid for by Direct Deposit will not be shipped until payment is confirmed or cleared into our bank account.
An alternative method of payment for customers nervous about submitting credit card details online can be made by selecting Direct Deposit as the payment method, then, when you receive the order confirmation email, you will find details of how to pay directly into our Bank Account via Internet Banking.
Refunds for returns will be made via the method that payment was made
The online store is run as a separate business from our 'bricks and motar' store. Therefore pricing may be different.
We reserve the right to withdraw or change the conditions of any promotion without notice.

Viewing Orders
Customers with a store account can view their order history anytime through the customer login.

Updating Account Information
Customers are encouraged to make updates to their own contact information to avoid incorrect deliveries and bounced emails.

If you have any further questions, please contact us.