FAQ & Pick up/Delivery/Shipping
ORDER CUT OFF
On Wednesdays 6pm for the following Saturday Pick up or Mondays Delivery/Shipping.
The last dispatch batch is 25/9 Monday for Shipping Australia wide and Local delivery for Melbourne, cut off day is 20/9 Wednesday 6pm
For the mid-autumn festival week 27/9-1/10 pick up orders will require minimum 3 days notice.
ORDER RESCHEDULING and CANCELLING
For Pick up orders rescheduling, we require minimum 3 days notice prior your order Pick up day.
For Local delivery and Shipping orders rescheduling, we require minimum 7 days notice prior your order delivery or shipping dispatch day .
All sales are final, unfortunately we do not issue refunds, accept cancellations, or allow exchanges.
After 11:00am from the day you selected. Pick up within 3 days.
Arc Asian Grocers (Please approach the cashier for pick up)
1 Cook St, Preston VIC 3072
Public transport: Preston train station. Free parking at Preston Market.
Pick up is available from 2, 9, 16, 23/9 Saturdays and 27/9 -1/10 for the mid-autumn festival week.
Pick up is available for free from 11am on specific available days, as we work very hard to aim to hand our mooncakes to your hand as fresh as possible, every mooncake is freshly baked and made to order, we suggest you to pick up your order on the day you select to enjoy the freshness taste.
If you do not pick up your order after 3 days of your selected day, the order will be treated abandoned without refund or exchange.
We will send you a security code after the order confirmation email, it will be an email for "Your order is now ready for pickup", there will be a reference code for you to provide when you collect your order.
Delivery by third party courier (Melbourne only)
We deliver to 20Km from Preston 3072, as the below postcodes:
Delivery day: 4, 11, 18, 25/9 Mondays
Fee: Flat rate $25, minimum spent $50 per order
Delivery days and time: Monday 9am -8pm, we are unable to provide specific time however we will send you an email notification a day before with a 2 hours window.
If you would like your order to be delivered by the specific time, the best option would be to arrange a local courier to come into the shop to pick up and deliver to you, please place a pick up order for this case. Uber and Zoom2U would have this service.
Delivery for large order or event: Please send us an email at firstname.lastname@example.org for discussion.
If no one is at home, your order will be left in a safe place, unfortunately we will not be responsible for any damage and loss.
Please provide the correct address for us and your specific delivery instruction at the check out.
If your nominated delivery address is an apartment, unit or other secured building please provide the access code, instructions or such other means to ensure delivery can be left safely.
Please note that the driver might ask you to meet him outside of your apartment building if they cannot find a parking spot.
If you have provided an incorrect address that we are unable to deliver to you, your order will be treated as abandoned without refund or exchange.
It will be your full responsibility to provide us with a correct address, delivery instruction and a safe place for your order.
We do not deliver to PO Boxes or parcel lockers, your address will be either residential or business address, however, exceptions for Police stations, Hospitals, Universities might occur, please contact us for further information.
Shipping by Australia Express Post (Australia wide)
Area: Australia wide
Shipping day: 4,11,18, 25/9 Mondays
Fee is $30 for 1 - 6 boxes by Australia Express Post
For order more than 6 boxes, please place a separate order.
Dispatch time: For shipping orders, we will only ship on the Monday morning.
We use Australia Post Express service because they are the most reliable service providers. The shipping time would be as quick as 1 business day depending upon your shipping address.
For more information, please check on Australia Express Post website in here. Since we are not involved in their operation, we cannot guarantee the certain shipping time and damage by the third party's service.
If you wish to use the other service provider, the best option would be to arrange a courier to come into the shop to pick up your order and ship it to you, please place a pick up order for this case.
We do not hold responsibilities for any delays and damages occurred by the third party shipping company, Australia Post, please determine your risk tolerance before placing your order.
We will pack your order in a great protection to avoid damage, however, we do not hold responsibilities for any damages.
RETURNS AND REFUND
All sales are final. We do not issue refunds, accept cancellations, or allow exchanges.
We are not able to provide a refund or replacement if you change your mind or order incorrectly.
If you receive a product that is significantly different from the description, please contact us. Please keep your proof of purchase.
TERMS OF SERVICE
We reserve the right not to provide goods or services, terminate membership accounts, remove or edit content or cancel orders (or part thereof) at our sole discretion at any time.
Without limiting the operation of any other Terms and Conditions herein, we will not be held liable for loss or damage arising from the exercising of these rights.
By placing an order, you agree with the PICK UP/DELIVERY/SHIPPING arrangements and policies.