Shipping policy
Thank you for choosing Yen Duy To for your fresh produce and grocery needs. As an Australian-based online fresh goods retailer, we adhere to standardized logistics workflows and professional fresh-keeping packaging processes. Our core goal is to ensure all fresh food and grocery products are accurately processed, well-preserved and safely delivered to every customer within the stipulated delivery cycle.
Order Processing Time
All validated and confirmed orders will undergo product sorting, quality inspection and sealed fresh-keeping packaging, and be ready for dispatch within 1–7 working days. Order processing does not cover weekends and official Australian public holidays. During seasonal sales, shopping peak periods or unexpected order volume surges, the processing cycle may be appropriately prolonged. We will actively send email reminders to customers once obvious order delays occur to ensure full transparency of order status.
Shipping Rates and Delivery Estimates
Shipping costs for all orders are calculated dynamically based on product type, weight, packaging specifications and delivery region, and the final freight fee will be clearly presented and confirmed on the checkout page. Our standard shipping delivery cycle is 7–14 working days after order dispatch. All delivery times are reference values only and may be affected by various uncontrollable factors, including logistics carrier scheduling delays, cross-border customs clearance progress, extreme weather, regional logistics restrictions and statutory holidays.
Shipment Confirmation and Order Tracking
Once your order completes warehouse dispatching procedures, you will receive an official shipment confirmation email from our team, which includes exclusive order tracking codes and official tracking entry channels. Logistics tracking data will be fully updated and queryable within 24 to 72 hours after the logistics carrier completes parcel pickup. You can check the real-time transit status of your order at any time until the parcel is successfully signed for.
Incorrect Address Disclaimer
Customers shall take full responsibility for filling in accurate, detailed and valid recipient information and delivery addresses during order placement. Yen Duy To will not bear any liability for wrong delivery, parcel rejection, return or product loss caused by incorrect, missing or invalid address information provided by customers. Any additional logistics costs and reshipment expenses arising from address errors will be borne by the customer themselves.
Lost or Damaged Packages
Due to the perishable attributes of fresh products, timely parcel inspection upon receipt is highly recommended. If your parcel is confirmed lost during transit, please contact our customer service team and submit relevant order proof within 2 days of the expected delivery date. For damaged packaging, product breakage or fresh product deterioration upon arrival, please initiate a consultation within 24 hours after receiving the goods, and provide complete and clear photos or videos of the outer package, inner packaging and defective products. Our team will verify the case efficiently and provide a proper resolution plan as soon as possible.
Product Care and Usage Notice
All products sold by Yen Duy To are fresh agricultural products and daily groceries, which have unique storage and shelf-life requirements. Please strictly follow the storage prompts, preservation methods and consumption guidelines marked on each product packaging. Different fresh ingredients require corresponding refrigeration, freezing or sealed room-temperature storage conditions. We will not be responsible for product spoilage, quality deterioration or waste caused by improper manual storage, failure to consume within the shelf life and other human factors after delivery.
International Shipping and Customs Notice
For all international cross-border delivery orders, the local customs department of the destination country may levy import tariffs, customs clearance service fees and other statutory miscellaneous fees according to local policy standards. All such extra customs charges are not included in the product price and shipping fees, and shall be undertaken by the receiving customer independently. We will complete standard commodity declaration procedures in accordance with international logistics regulations, but we are not responsible for order detention, clearance delays, return or confiscation caused by local customs policy adjustments and customer declaration issues.
Contact Information
If you have any questions, suggestions or disputes about this Shipping Policy and your order logistics service, please feel free to contact us through our official channels:
Trade Name: Yen Duy To
Phone Number: +61 436920571
Email: contact@yenduyfarm.shop
Physical Address: 9 Lisa Cres, Bonnyrigg NSW 2177, Australia