SHIPPING AND RETURNS

Please note that during periods of extreme heat we will hold your order and notify you by email when it will be dispatched.

If there is a problem with your order please contact our Customer Service team via email, with a detailed description of the problem (with relevant photographs) at info@thecarobkitchen.com.au. 

Ideal storage conditions are between 15 and 25 degrees Celsius and out of direct sunlight. Please do not refrigerate.

DELIVERY

Delivery is available within Australia, United States and Canada. 
All orders are dispatched within 3 business days of receiving the order.
Shipping within Australia is a flat fee of AUD $15.00. Australian orders over $130 will receive free shipping, automatically applied at checkout.
Shipping within United States and Canada will be calculated by weight at checkout.
 
Estimated delivery times

• Adelaide – 3-5 business days after dispatch
• Melbourne, Adelaide & Canberra – 3-7 business days after dispatch
• Brisbane, Hobart & Perth – 5-7 business days after dispatch
• Perth & Darwin – 5-10 business days after dispatch
• United States – 9-20 business days after dispatch

Delivery times are not guaranteed.
 
The Carob Kitchen is not responsible for lost mail once order has been placed in the care of Australia Post.

Please ensure any communication is put in the delivery notes for special delivery. For Example if no-one home please take to the Post Office. 

All orders include tracking information which will be emailed to the address provided at checkout.

The Carob Kitchen   – Returns & Refunds Policy

At The Carob Kitchen, Australia we take great pride in crafting high-quality, delicious carob treats. Because our products are food items, we must adhere to strict health and safety standards. Please read our policy below regarding refunds, replacements, and cancellations.

1. Change of Mind Returns

• No Refunds for Change of Mind: Due to food safety and hygiene regulations, we cannot accept returns or offer refunds if you change your mind, dislike the taste, or accidentally ordered the wrong flavour.
• Safety First: Once a food item leaves our controlled temperature environment, it cannot be safely restocked or resold, even if the packaging appears unopened.

2. Faulty, Damaged, or Incorrect Items

We want you to receive your carob chocolates in perfect condition. Under the Australian Consumer Law, you are entitled to a replacement or refund if your order arrives with a major fault.

What Qualifies for a Refund or Replacement?

• Damaged in Transit: The product packaging is broken, torn, or compromised upon delivery.
• Incorrect Product: You received a different item or flavour than what you ordered.
• Quality Issues: The product is expired, contaminated, or unsafe to consume.

Melting Policy

Weather Warning: Carob can melt during transit in extreme heat. We do our best to pack orders safely using insert protective packaging.  e.g. insulated liners and ice packs.

• Our Responsibility: To pack and send using cold packs during warmer months and hold off sending during extreme weather conditions.
• Customer Responsibility: We cannot offer refunds for melted items if the parcel was left exposed to direct sunlight on a porch, or incorrectly stored once received.

3. How to Lodge a Claim

If your order is damaged, incorrect, or faulty, please notify us within 48 hours of delivery.

1. Email Us: Send an email to info@thecarobkitchen.com.au with your order number.
2. Provide Proof: Attach clear digital photographs of the damaged product, packaging, and shipping label.
3. Keep the Item: Do not throw away or consume the item until we have processed your claim. You do not need to mail spoiled or melted food back to us.