Shipping Protection Terms

Shipping Protection is an optional add-on offered in the cart at Superfoods Australia. It is only added to your order when you choose Protected Checkout; it is never added automatically. These terms explain what it covers, how to make a claim, and what is not covered.

What is covered

If your order is protected and it is lost in transit, stolen after delivery, or arrives damaged, we will arrange a replacement of the affected items at no cost to you. If a replacement is not available, we will refund the affected items instead. Protection covers the full order it was purchased with, regardless of the order value.

How to make a claim

Contact us through our contact page with your order number and a short description of what happened. To keep claims quick and fair we ask for the following:

  • Lost in transit: let us know if your parcel has not arrived within 7 days of the carrier's estimated delivery date, and lodge your claim within 30 days of the dispatch date. We will open an investigation with Australia Post (or the carrier used) on your behalf. A replacement or refund is issued once the carrier confirms the parcel is lost; this usually takes 5 to 10 business days. If the parcel turns up during the investigation, we'll let you know and it will be delivered as normal.
  • Damaged on arrival: let us know within 7 days of delivery and include clear photos of the damaged items and the packaging they arrived in. Please keep the packaging until your claim is resolved.
  • Stolen after delivery: let us know within 7 days of the carrier's delivery scan. We will ask you to confirm the delivery address, check with household members and neighbours, and allow 24 hours in case the parcel was misdelivered nearby. All theft claims require a police report reference before a replacement is issued. Most Australian police services let you lodge a report online in a few minutes.

We aim to respond to every claim within 2 business days. Damage and theft claims are usually resolved as soon as we have your evidence; lost-parcel claims are resolved as soon as the carrier confirms the loss. Approved replacements are sent by the same shipping method as the original order.

What is not covered

  • Orders where the delivery address supplied at checkout was incomplete or incorrect.
  • Parcels that show as delivered with proof of delivery (such as a carrier photo, GPS scan or signature) and no supporting evidence of theft.
  • Parcels that were sent with signature on delivery but were redirected to a safe drop or left in a safe place at your request (for example through the Australia Post app or a delivery instruction). Choosing to have a parcel left unattended overrides the signature protection and is at your own risk.
  • Parcels held at a post office, parcel locker or depot that were not collected within the carrier's holding period.
  • Delays. Protection covers loss, theft and damage; it does not cover late delivery, customs processing times or carrier delays.
  • Items refused or returned to sender, or damage caused after delivery.
  • Claims lodged outside the time frames above, or where requested evidence is not provided.

Other conditions

  • Shipping Protection applies to one order and one delivery attempt. One claim can be made per order.
  • The protection fee is non-refundable once the order has been dispatched. If you cancel an order before dispatch, the fee is refunded with the order.
  • Replacements are provided at our discretion and may be substituted with an equivalent product or a refund where stock is unavailable.
  • We reserve the right to decline a claim where the information provided is inconsistent with carrier records, or where an account shows a pattern of repeated claims.

Your consumer rights

Shipping Protection is in addition to, and does not replace or limit, your rights under the Australian Consumer Law. Choosing to check out without Shipping Protection does not affect your consumer guarantees. What Shipping Protection adds is a simple, no-fuss replacement process, cover for theft after delivery, and cover for damage in transit, without needing to prove fault.

If you have a question about a claim or these terms, get in touch and our team will help.