We offer free shipping to all Australian addresses and $20 flat-rate shipping to all New Zealand addresses.
If you have ordered the current season’s box, your Sugarfree Box will be dispatched within 3 working days. If there are any delays in processing your order, we will contact you via email so please ensure your contact details are correct at the time of placing your order and are kept up to date.
If you have pre-ordered next season’s box, your Sugarfree Box will be dispatched on the first day of that season. The release dates for each season are as follows:
- Autumn: 1 March
- Winter: 1 June
- Spring: 1 September
- Summer: 1 December
Once your order has been dispatched, we will provide you with tracking details. If you do not receive tracking information within 4 days of placing your order, please email [email protected] with the subject line “Tracking Details” and we will follow this up for you.
We use a combination of couriers and Australia Post, depending on where you are located. We are based in Brisbane, QLD.
Generally, once your box has left our HQ, delivery times are as follows:
1 – 4 days: Adelaide, Albury, Bendigo, Brisbane, Bundaberg, Cairns, Canberra, Central Coast, Coffs Harbour, Geelong, Gladstone, Gold Coast, Hobart, Launceston, Mackay, Maryborough, Melbourne, Newcastle, Northern Rivers, Port Macquarie, Rockhampton, Sunshine Coast, Sydney, Toowoomba, Townsville, Wide Bay, Woollongong.
7-10 days: Perth, PO Box addresses (as we are required to use Australia Post)
More than 7 days: New Zealand and some regional areas of Australia, including NT and some parts of WA.
Please regularly check the tracking status of your item, as we have had incidents where couriers have attempted to deliver the parcels and not left a calling card. If you see that your parcel has been returned to your local depot, please contact the courier company with your tracking information to arrange redelivery within 5 business days to avoid your Sugarfree Box being returned to sender.
It is your responsibility to ensure that your address is entered correctly at checkout. Should the product be delivered to the incorrect address or returned to sender, we reserve the right to charge an additional fee for redelivery.
In accordance with Australian Consumer Law, The Sugarfree Box may, at its sole discretion, provide a refund of that monthly membership fee, or a replacement of the products, within 14 days of the date of delivery where any Products are damaged or defective upon delivery.
In the case where replacement Products are not available or are sold out we will offer a full refund or replacement products of the same or higher value.
If you intend to seek a refund, replacement or exchange, you must email a photograph of the damaged goods [email protected] to obtain prior approval. Please do not send the Products back to the manufacturer. Please provide the order number and reason for the return. The Sugarfree Box shall bear the reasonable costs of domestic return shipping.
If you have signed up to our subscription plan, it is your responsibility to cancel your subscription 3 days before the subscription renewal date. The subscription renewal dates for each season are as follows:
- Autumn Box: 20 February
- Winter Box: 20 May
- Spring Box: 20 August
- Summer Box: 20 November
We do not offer refunds in cases where you have changed your mind or have failed to cancel your subscription in time. To cancel your subscription, please login to your account with the email address you used at checkout and the password that was sent to you. If you are unable to login for any reason, please email [email protected] and we will update your subscription for you and confirm once it has been cancelled.