Effective date: 26.11.2025
Shipping policy
PURPOSE
The purpose of this Shipping Policy is to clearly outline Malt Donkey’s delivery process, including where we ship, estimated processing and delivery timeframes, shipping fees, responsibility for goods during delivery, alcohol delivery requirements, and how delayed, damaged, or temperature-sensitive orders are managed.
This policy ensures customers understand what to expect when placing an online order and supports Malt Donkey’s compliance with applicable delivery, consumer, and liquor licensing obligations.
POLICY STATEMENT
Malt Donkey is committed to providing a clear, reliable, and compliant shipping process for all customer orders.
We aim to pack and dispatch orders promptly, provide accurate delivery information wherever possible, and work with our delivery partners to ensure orders are handled carefully and delivered in line with customer expectations.
Malt Donkey will comply with all applicable Australian Consumer Law requirements and relevant liquor licensing obligations, including ensuring alcohol is only delivered to persons aged 18 years or over.
In this policy, “Malt Donkey” means Malt Donkey Pty Ltd (ABN 51 674 909 043), Liquor Licence No. 57625291.
POLICY REQUIREMENTS
Delivery Areas
Malt Donkey currently ships Australia-wide.
If any postcode or region is excluded from delivery, this will be clearly displayed at checkout before the customer completes their order.
For delivery enquiries outside Australia, please contact Malt Donkey before placing an order.
2. Order Processing Time
Orders are generally packed and handed to our delivery partners within 1–3 business days after payment has been received.
During peak periods, promotions, extreme weather, public holidays, or unexpected delays, processing times may be slightly longer. We will always do our best to get orders on the way as quickly and safely as possible.
Extreme Heat and Dispatch Holds
To protect the quality of Malt Donkey products, dispatch may be temporarily paused during periods of extreme heat or where delivery conditions may affect product quality.
Orders will be safely held and dispatched as soon as conditions are suitable.
Customers will not need to place a new order if dispatch is temporarily delayed due to heat or weather conditions.
Estimated Delivery Timeframes
Once dispatched, typical delivery timeframes are:
Adelaide metro: approximately 2–4 business days
Sydney and Melbourne metro: approximately 3–7 business days
Regional South Australia: approximately 3–7 business days
Brisbane, Hobart and Perth metro: approximately 5–10 business days
Regional and remote Australia: approximately 5–10 business days or longer, depending on location
These timeframes are estimates only. Delays may occur due to factors outside Malt Donkey’s control, including courier delays, severe weather, public holidays, peak delivery periods, or other transport disruptions.
While Malt Donkey will use reasonable efforts to dispatch and deliver orders within the estimated timeframes, we do not guarantee delivery by a specific date and are not liable for loss resulting from late delivery, except where required by law.
5. Shipping Fees
Shipping fees are calculated at checkout based on the delivery address, order weight, order size, and/or order value.
Any free shipping promotions, flat-rate offers, or other delivery offers will be clearly shown on the Malt Donkey website or at checkout where available.
The total amount payable will be shown before the customer completes checkout.
Alcohol Delivery Requirements
Malt Donkey complies with all applicable liquor licensing laws.
Alcohol can only be delivered to persons aged 18 years or over.
The person receiving the delivery may be required to provide proof of age. If they appear under 25, valid photo identification may be required.
Malt Donkey and its delivery partners will not deliver alcohol if the recipient cannot prove they are 18 years or over.
Anyone at the nominated delivery address who receives the goods is presumed to be authorised to receive the goods, provided they meet the legal age requirements.
Authority to Leave
Alcohol will not be left unattended at the premises unless:
• The customer has clearly authorised "Authority to Leave" at checkout or with the courier; and
• Unattended delivery is permitted under relevant state or territory liquor laws.
If delivery cannot be completed because age cannot be verified, unattended delivery is not permitted, or no authorised person is available to receive the order, the order may be taken to a collection point or returned to Malt Donkey.
Additional redelivery, return, or handling fees may apply.
Personal Use Only
Malt Donkey products purchased through the website are supplied for personal use only.
Customers must not purchase products from Malt Donkey through the website for the purpose of resale unless prior written approval has been provided by Malt Donkey.
Product Availability, Batches and Releases
Malt Donkey products are produced in limited batches and availability may change from time to time.
If a selected product, batch, release, or pack configuration is unavailable before dispatch, Malt Donkey may contact the customer to confirm whether they wish to:
• proceed with an alternative product or release;
• modify the order;
• wait for availability where possible; or
• cancel the affected item or order and receive a refund.
Responsibility for Goods
Risk and title in the products passes to the customer once the order has been delivered to the shipping address provided at checkout.
Customers are responsible for ensuring the delivery address, contact details, and delivery instructions provided at checkout are accurate and complete.
Malt Donkey is not responsible for failed delivery, delay, loss, or additional costs caused by incorrect or incomplete delivery information provided by the customer, except where required by law.
Lost, Delayed or Damaged Orders
If an order appears to be lost, significantly delayed, or arrives damaged, customers should contact Malt Donkey as soon as possible with their order details and, where relevant, photos of any damage.
If goods are damaged in transit, Malt Donkey will work with the customer and delivery partner to investigate the issue and, where appropriate, arrange a replacement, refund, or other suitable remedy.
Nothing in this policy excludes, restricts, or modifies any rights customers may have under Australian Consumer Law.
Returns and Refunds
Returns and refunds are managed in accordance with this policy and any rights customers may have under Australian Consumer Law.
If a product is faulty, damaged, incorrectly supplied, or does not meet applicable consumer guarantees, customers may be entitled to a replacement, refund, or other remedy.
Customers should contact Malt Donkey promptly if there is an issue with their order.
Contact us
For any questions regarding this Shipping Policy, please contact Malt Donkey at: admin@maltdonkey.com.au
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