Shipping Times
Our shipping times are estimates based on past performance and may vary depending on factors beyond our control, including weekends, public holidays, or unforeseen events (e.g., natural disasters, strikes). Once the package is handed to our courier, its movement is beyond UmamiPapi’s control.
Shipping times may take longer if weekends and/or public holidays are included during transit. Dispatch days are every Tuesday, Wednesday and Thursday.
As a rule of thumb:
Quick metro delivery: 1-2 days from date of dispatch
Regional delivery: 5 business days
Interstate metro delivery: 2-5 business days
Interstate regional delivery: 4-8 business days
Delayed deliveries: May take up to 15 business days
UmamiPapi does not accept any responsibility for delays caused by courier inefficiencies such as unexpected errors in generating labels or missed scheduled pick-up times. For any delivery issues, please submit an enquiry with Australia Post directly before contacting support@umamipapi.com.au.
Shipping Charges
Domestic shipping: Flat rate of $9.95 Australia-wide. Free shipping above $79 spend.
International shipping: Rates vary depending on parcel weight, starting at $19.95 worldwide.
Carriers
While Australia Post is our preferred partner, we may also dispatch via alternative carriers to seek better options for future deliveries.
Processing
The final processing time for all weekly orders is Thursday by 8:30am. If you place an order before this time, chances are you will receive it by the end of the week.
Dispatch
Orders are dispatched every Tuesday, Wednesday and Thursday afternoon via Australia Post. If you place an order early Thursday morning, we cannot guarantee same-week dispatch for last-minute orders.
Domestic postage orders do not require a signature on delivery.
Wholesale Deliveries
All wholesale deliveries will require a signature on delivery to the customer’s address. If no one is available to receive the package, it will be returned to the depot, and collection/redelivery instructions will be issued.
Delays & Stolen Orders
The responsibility for the order is with the carrier once the package is handed over in good form. If there are any delivery issues (late, missing, stolen, or damaged), it is between the customer and the carrier. Please submit an enquiry with Australia Post before contacting support@umamipapi.com.au.
Missing Item(s) from Orders
If you believe your parcel is missing an item, please send a clear photo of all the products received and the packaging it arrived in, along with your order number and order details, to support@umamipapi.com.au. We need photos of both the product and packaging to investigate further. We understand that this may be inconvenient, but we cannot process reimbursement requests without these images.
Undeliverable Orders
If your package is returned to us as undelivered, unclaimed, or refused, we will reach out via email or SMS to resolve the issue. If re-delivery is required, an additional fee will apply. You may opt to have the package sent to a different address. If no clear instructions or payment are received within 30 days, the order will be considered void.
Returns & Refund Policy
Please contact us within 7 days of receiving your goods if you wish to return or request a refund. Our products have a best-before life, and we cannot resell opened items. All jars must be returned in the same condition as they were dispatched from UmamiPapi, and the tamper-resistant seal must remain intact.
If you change your mind:
Before dispatch: A full refund will be issued.
After dispatch: A full refund will be issued once the item is returned. UmamiPapi is not responsible for any delivery fees incurred due to a change of mind.
After receiving the item, unopened: Please contact us within 3 days to arrange for the return. We will issue a full refund minus delivery, return, and platform charges.
Merchandise Exchange Policy
We want you to love your UmamiPapi merch! If you need to exchange an item for a different size, please note that you will be responsible for two shipping costs:
1) The cost to send the item back to us.
2) The cost for us to ship the new size to you.
As a gourmet condiment company (not an apparel brand), we don’t have the systems in place to offer free returns or exchanges, so we appreciate your understanding.
Your refund or exchange can only be processed once we have received the returned item in its original, unworn condition. If the item is damaged or the tamper-resistant seal is void, we reserve the right to cancel the refund or exchange.
Returns and Uncollected Parcels
UmamiPapi is committed to delivering your order promptly and accurately. However, in the event that a parcel is returned to us due to an incorrect address, failed delivery attempts, or failure to collect the parcel from the carrier, it is the customer's responsibility to follow up with the carrier or postal service directly to resolve the issue.
UmamiPapi will not follow up on returned parcels under these circumstances and will not be liable for any additional charges or delays incurred as a result. Please ensure that all delivery information is correct at the time of purchase to avoid any issues with delivery.
Subscription Policy
UmamiPapi offers a subscription service that allows customers to automate their purchases and have jars sent to them on a regular basis. By selecting 'Subscribe & Save' at checkout, you will be enrolled in our subscription service.
An email will be sent to confirm your subscription and provide access to the Customer Subscription Portal, where you can manage, pause, or cancel your subscription at any time. There are no hidden cancellation fees.
Emails will be sent regularly to remind subscription customers of their upcoming deliveries. If you wish to cancel your subscription, this can be done via the Customer Subscription Portal or by contacting support@umamipapi.com.au.
If a subscription was made by accident, please cancel the order via the Customer Subscription Portal or contact us at support@umamipapi.com.au.
Discount codes cannot be applied to subscription orders, as customers already receive a 10% discount on their subscription.
Dissatisfaction Guarantee
UmamiPapi takes pride in delivering high-quality products. If you are dissatisfied with a product, please contact us within 30 days of receiving it. Provide your order number, a description of the issue, and a photo of the best-before date. Our team will review your claim and offer a refund, replacement, or credit at our discretion.
We will monitor the suspicious batch for further complaints and follow up with you within 30 days.
By using UmamiPapi’s services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions. If you have any questions, please contact us at support@umamipapi.com.au.