Customer Service
We hand roast your coffee every day in our store to guarantee that you will enjoy the freshest coffee available in your home, office, shop or café. This is backed by prompt delivery direct to you. As a family owned business with over 40 years experience, we focus on customer satisfaction and endeavour to provide you with the best service possible.
We welcome your feedback and invite you to contact us.
coffee@coffeecompany.com.au
Dispatch
When will my order be sent?
We promise to dispatch within 24 business hours of receiving your order. While we endeavour to keep our website listings up to date, all products are subject to availability. We will contact you directly if a product you have ordered is unavailable.
How will my order be packed?
All products are carefully packed to ensure safe arrival. Our roasted coffee is packed in 500g or 1kg poly laminated one way valve packs with zip locks that are heat sealed for safe and easy storage. The one way valve packs allow CO2 to escape without exposing the coffee to air, ensuring the freshness of your coffee.
Freight
How will my order be delivered?
We offer Fastway Courier services and Australia Post for all our deliveries with regular post and express post satchels available on many items. Oversize and heavy products will be shipped by courier only. Items may also be personally collected in store without charge.
When you select normal post, a signature will be required upon delivery to ensure the safe arrival of your item. If you will not be available to receive your item and do not wish to collect it by presentation of your delivery card at your local Australia Post Office, please write "LEAVE UNATTENDED" in the comments box at the order checkout stage.
We will pass these instructions on to Australia post who will apply their Delivery Guidelines
Please note The Coffee Company is UNABLE TO ACCEPT RESPONSIBILITY FOR LOSS of your parcel once you have provided "LEAVE UNATTENDED" instructions and nominated not to provide a personal signature upon delivery.
How is freight calculated?
Delivery charges are additional to the price of the merchandise and are calculated automatically once you have specified your total online order prior to check out. As we endeavour to keep costs reasonable for our customers, we do not charge any additional handling fees.
Australia Post
| VIC | $8.00 per order plus $0.50 per kg over 3 kg |
|---|---|
| NSW | $10.00 per order plus $0.75 per kg over 3 kg |
| ACT | $10.00 per order plus $0.75 per kg over 3 kg |
| TAS | $10.00 per order plus $1.00 per kg over 3 kg |
| SA | $11.00 per order plus $1.00 per kg over 3 kg |
| QLD | $12.00 per order plus $1.50 per kg over 3 kg |
| WA | $12.00 per order plus $2.00 per kg over 3 kg |
| NT | $15.00 per order plus $2.50 per kg over 3 kg |
Express Post
Where offered Express Post is calculated on a flat rate for all States and Territories at $15 per every 4kg or part thereof.
Courier
| VIC | 2-4 working days | $15.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
|---|---|---|
| NSW | 2-4 working days | $25.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| QLD | 3-5 working days | $25.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| SA | 2-4 working days | $25.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| TAS | 2-4 working days | $25.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| ACT | 2-4 working days | $25.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| WA | 4-7 working days | $50.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
| NT | 4-7 working days | $50.00 per order for the first 5kg plus $5.00 per 5 Kg thereafter. |
International
We do not ship internationally.
How long will delivery take?
Australia Post
Deliveries within Australia are usually received from next working day to7 working days from postage depending on your location. We are located in Victoria, see Australia Post for more details.
Express Post
The national next business day network operates between all capital cities (except Darwin and in Perth CBD only) and a number of other important centres.
In each State an additional next business day delivery network is available between a number of places not included in the national network.
Beyond these networks, the fastest possible delivery is provided on a non-guaranteed basis.
For full details of the network see Australia Post's web page
Courier
Please see the above table for courier delivery times.
After Sales Care
We pride ourselves on providing the highest quality products and your satisfaction is important to us. If for any reason you are unhappy with a product please contact us immediately and return the goods in the original packaging. We will either repair or replace the product or refund your money as appropriate in each instance. Our products are covered by statutory manufacturers’ warranties.
Credit Card Security
We accept MasterCard and Visa. All online credit card transactions are conducted directly by SecurePay using secure 128-bit encryption software. Your personal credit card details are not stored on any server.
Wholesale
We deliver fresh coffee daily to cafes, gourmet food store and offices across Australia and work closely with these businesses to tailor our products and services to their specific needs.
Quality & Service
The Coffee Company is dedicated to offering only the freshest hand roasted coffee and for over 40 years has been roasting coffee daily in store. We use only the best quality specially selected organic, plantation, co-operative and eco-friendly green beans (Rainforest Alliance Certified) from leading growers throughout the world. We offer 50 freshly roasted single origin and blended coffees and around 100 types of loose leaf tea.
Hand Roasted Daily
We hand roast coffee fresh daily in small batches and we believe that traditional drum roasting is the best way to unlock a coffee’s true potential. Unlike computerised roasting systems, our hand roasting method allows us to adjust the roast with respect to outside variables (eg humidity, temperature, and barometric pressure). Since our batch sizes are small we are able to respond immediately to sights, smells, and sounds in order to capture just the right flavors at just the right moment. We roast daily to meet demand and don’t warehouse any coffee at all. The coffee you order today will be freshly roasted, every time.
Personal Service
As a family owned business we focus on customer satisfaction and endeavor to provide you with the best personal service possible. With our range of over 50 freshly roasted single origin and blended coffees it can be hard to know which coffees to select for your café, gourmet food store or office. With over 40 years experience in specialty coffee and tea, we will be happy to advise you on the best products for your business.
Customised Blends
We would also be pleased to work with you to design your own unique customised blend based on any of our coffee’s, including all our 100% single origin Arabica’s.
Delivery
We batch roast each order fresh and pack and dispatch within 48 business hours of receipt of your order. This promise of prompt dispatch and delivery ensures you will be offering the freshest coffee possible.
No Contracts
We are pleased to offer you our best wholesale prices for regular fortnightly orders above 4kg without any contractual obligations.
The Best Price
We pride ourselves on keeping prices reasonable for all our customers and offer wholesale customers volume discounts. Please contact us to discuss these options.
Retail sales
Pre-packaged bags
Our fresh roasted coffee is packaged as either whole bean or pre-ground to suit your customers’ specific methods of brewing (ie ground for plunger, stove top or electric espresso). Our bags are designed for easy and attractive shelf display and are self standing. Our 250g and 500g retail bags are poly laminated one way valve packs with zip locks for easy storage. The one way valve packs allow CO2 to escape without exposing the coffee to air, ensuring the freshness of your coffee.
Hopper Display
Selling whole beans direct from display hoppers can give your business a wonderful point of difference. We would be pleased to advise you about setting up this arrangement in your own premises. The basic requirements are hoppers, a deli grinder, scales and suitable packaging.
Office and Cafe
All our products are carefully packed to ensure safe arrival. Our 1kg bags are poly laminated, one way valve packs that are heat sealed for safe and easy storage. The one way valve packs allow CO2 to escape without exposing the coffee to air, ensuring the freshness of your coffee.
We would be pleased to provide you with samples to trial amongst your staff and customers and look forward to discussing your specific business requirement with you further. Please contact either Marlon or Joel on tel: 03 9534 6604 or email us.
coffee@coffeecompany.com.au
