Shipping policy

 

 

Last updated: 26 October 2026

This policy applies to products you buy from our online shop at www.andy-cooks.com. Products are sold by ANDY COOKS PRODUCTS PTY LTD (“Andy Cooks”, “we”, “us”). It should be read together with our Returns Policy, Terms of Service and Privacy Policy.

The rest of our website, including recipes and videos, is covered by our Terms of Service.

1. Orders

  • You must be 18 or over to place an order, or have the permission of a parent or guardian.
  • When you place an order, we’ll email you an order confirmation. This confirms we’ve received your order but is not acceptance of it. Your contract with us is formed when we dispatch your order and email your shipping confirmation.
  • We may decline or cancel an order before it is dispatched if:
    • a product was listed with an error in its price or description
    • the product is out of stock
    • we can’t deliver to your address
    • we reasonably suspect the order is fraudulent, or that the products are being bought for resale.
  • If we cancel your order, we’ll refund everything you paid, in full, to your original payment method.
  • We may verify orders before dispatch to protect you and us from fraud.

Changing or cancelling your order

If you need to change or cancel an order, email support@andy-cooks.com as soon as possible with your order number. We’ll do our best to help if the order hasn’t been dispatched yet.

Once an order has been dispatched, it can’t be changed or cancelled in transit. See our Returns Policy for your options after delivery. Customers in the EU, UK and Norway have a 14-day right to cancel, explained in our Returns Policy.

2. Prices, taxes and duties

  • Prices are shown in the currency for your region, and you’ll be charged in that currency at checkout.
  • Prices include any GST or VAT that applies in your country. In the United States, sales tax is calculated and added at checkout where it applies.
  • Shipping costs depend on your location and the delivery option you choose. They are calculated and shown at checkout before you pay.
  • Payment is taken in full when you place your order.

Duties and import taxes

Orders shipped to another country are sent Delivered Duty Paid. Any duties and import taxes are included in the price you pay at checkout, so there’s nothing more to pay on delivery.

If a carrier or customs agent asks you for payment on an Andy Cooks order, please contact us before paying.

3. Where we ship from and to

  • Orders to Australia and New Zealand ship from our warehouse in NSW, Australia.
  • Orders to all other countries ship from our warehouse in Texas, USA.

We ship to most countries. If checkout doesn’t offer shipping to your address, we’re unable to deliver there.

We can deliver to most PO boxes and parcel lockers. If a carrier can’t deliver to the address you’ve given, we’ll contact you for another address.

4. Dispatch and delivery times

  • Orders are usually dispatched within 2 business days, excluding weekends and public holidays.
  • Where available, estimated delivery times for your location are shown at checkout. These are carrier estimates and aren’t guaranteed. If we become aware of a significant delay, we’ll let you know.
  • Unless we agree otherwise, we’ll deliver your order within 30 days of purchase. If we don’t, you can cancel and receive a full refund.
  • Occasionally an order may be sent in more than one parcel. This is at no extra cost to you.

5. Tracking

When your order is dispatched, we’ll email you a shipping confirmation with a tracking link. You can use the link to follow your parcel and, with most carriers, give delivery instructions.

6. Delivery

  • Carriers may leave your parcel in a safe place at your address if they judge it secure. If you don’t want this, add delivery instructions at checkout or contact the carrier using your tracking link.
  • If a carrier can’t deliver safely, they may take your parcel to a collection point, try again another day, or return it to us.
  • Please check your address carefully before ordering. If a parcel is returned to us because the address was incorrect or incomplete, we can resend it once you’ve paid the new shipping cost, or refund you as set out under “Refused or unclaimed parcels” below.
  • Your order becomes your responsibility once it has been delivered to your address or to a collection point you’ve chosen.

7. Lost or damaged parcels

Not arrived. If your order hasn’t arrived by the estimated delivery date, contact us within 30 days of dispatch. We’ll investigate with the carrier and, if the parcel is lost, send a replacement or give you a full refund.

Tracking shows delivered, but you haven’t received it. Check around your property and with neighbours or your building’s mailroom, then contact us within 30 days of dispatch. We’ll open an investigation with the carrier and keep you updated.

Damaged in transit. Contact us within 7 days of delivery with photos of the item, the packaging and the shipping label. We’ll send a replacement or give you a refund. For faults that show up later, see Faulty products in our Returns Policy.

These timeframes help us claim with the carrier quickly. They don’t limit your rights under consumer law.

8. Refused or unclaimed parcels

If you refuse a delivery, or don’t collect your parcel from a collection point, it will be returned to us. Once it’s back, we’ll refund the price you paid, less the actual cost of returning the parcel to us. For orders outside the EU, UK and Norway, we will also deduct any duties and import taxes we can’t recover. No other fees are charged.

If you’d rather have the order resent, contact us and we’ll arrange it once you’ve paid the new shipping cost.

9. Information for your region

Australia and New Zealand

Orders ship from our warehouse in NSW, Australia. Our products come with guarantees that can’t be excluded under the Australian Consumer Law and, for New Zealand customers, the Consumer Guarantees Act 1993.

United States

Orders ship from our warehouse in Texas, USA, so there are no import duties. Sales tax is added at checkout where it applies. If we can’t dispatch your order within 30 days of purchase, we’ll tell you and give you the option to cancel for a full refund.

EU, UK and Norway

Orders ship from our warehouse in Texas, USA, Delivered Duty Paid. VAT, duties and import taxes are included in the price at checkout. You have a 14-day right to cancel your order; see our Returns Policy for how it works.

All other countries

Orders ship from our warehouse in Texas, USA, Delivered Duty Paid. Duties and import taxes are included in the price at checkout. Delivery can take longer to some destinations; where available, estimated times are shown at checkout.

10. Your rights

Nothing in this policy limits any rights you have under the consumer laws of your country.

11. Contact us

Email support@andy-cooks.com with your name and order number, and we’ll get back to you.