Shipping

OUR DELIVERY PROMISE

We offer free carbon-neutral shipping on TOM Organic orders over $25. All orders of lesser value will attract a shipping fee of $6.95.

All orders are processed and dispatched within 1-3 business days using our carbon-neutral delivery partner Shippit.

Frequently Asked Questions

The majority of our orders are fulfilled through our delivery provider Shippit, who offer a carbon-neutral delivery service. This means that for each parcel we send with Shippit, 100% of carbon emissions are offset through projects with the Carbon Netural Group.

Learn more about Shippit’s carbon neutral delivery service here.

The orders that are fulfilled by Australia Post are orders that are being sent to PO boxes, parcel lockers or certain regional areas that Shippit does not service.

All orders are processed and dispatched within 1-3 business days.

Deliveries are currently delayed due to restrictions and lockdowns. We’re doing our best to ensure orders are dispatched and delivered as quickly as possible. We’re working closely with our delivery partners to ensure prompt and speedy delivery. However, there may be a delay of 5 working days and up to 2 weeks. Whilst most orders should arrive earlier than this, we want to be upfront about what to expect. Thank you for your patience and understanding.

Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed. Our delivery time guidelines are based on business days, which includes Monday – Friday and excludes Victorian public holidays.

If you believe your order is outside the specified time range of delivery, please check your order confirmation email to confirm your delivery address was correct.

  1. If your delivery address is a business address, please check the mail room or reception.
  2. If your delivery address is a home address: please note that all orders are delivered with ‘Authority to leave’ as the default option. The delivery driver may have left your order in a safe space around your property (such as the meter box, carport etc); if unable to access your property safely or unable to locate a safe space to leave your parcel unattended, you would have received a delivery card from the delivery driver with further instructions. You can also find the tracking link on your email or text message from Shippit for more information or help with your order.

 

Your unique order tracking link can be found in a few different spots:

  1. When you log into your account on the TOM Co website (you will see the link once your order has been processed),
  2. Your shipment notification email from Shippit, or
  3. Your text message from Shippit.

The tracking link will take you through to the tracking page where you can keep an eye on the progress of your order. It also contains a ‘Get Help’ button at the bottom of the page so that you can contact the courier directly should you need assistance with your delivery.

On the day of delivery you can also expect another email and text message from Shippit to let you know that your order is onboard for delivery!

Please note that if your order is being delivered by Australia Post, you will receive a tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.

Some of the items in your order may be shipped in multiple packages. You’ll know if this is the case if you have multiple packages on your tracking link in the email or text message from Shippit. Common items that may come in multiple packages include bundles.

The tracking link in the emails or text message from Shippit also contain a ‘Get Help’ button at the bottom of the pages so that you can contact the courier directly should you need assistance you’re your deliveries.

Please note that if your order is being delivered by Australia Post, you will receive a tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.

All our online orders are delivered directly to your door with ‘Authority to leave’ as the default option. If you’re not home when the order arrives, our driver will leave the parcel at your address (as long as they believe it’s safe to do so).

If the driver is unable to find a safe space to leave your parcel unattended, they will leave a delivery card instead. You will be able to follow the instructions on the delivery card or the tracking link in your email or text message from Shippit to either organise redelivery or collect your parcel from a local collection point.

Please note that if your order is being delivered by Australia Post, you will receive a delivery card or tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.

‘Unable to deliver’ means that the driver couldn’t access the delivery location safely or they used their judgement to decide it wasn’t a good idea to leave the parcel unattended. In this instance you can follow the instructions on the delivery card left by the driver, or use the ‘Get Help’ button at the bottom of the page of the tracking link in your email or text message from Shippit to arrange either:

  1. a redelivery with the courier directly; or
  2. collect your parcel at a local collection hub

All the information you need for this will be stated on the delivery card and in your email and text message sent directly from Shippit.

Please note that if your order is being delivered by Australia Post, you will receive a delivery card or tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.

If one of the items you’ve ordered is out of stock, your order will be placed on hold until the available item comes back into stock. Our friendly customer service team will reach out to you to let you know if your dispatch date will be delayed.

If you would like an update on when a product will come back into stock, please email us at hello@tomorganic.com.au.

Redirection to a new address is not available on our website once the order has been processed. However, once you receive the email or text message tracking notification from Shippit, you can follow the ‘Get Help’ button at the bottom of the page on the tracking link to send a request for change of delivery address to Shippit directly.

Please note that changing your address on your order this way via Shippit will not change your address information on your account on The TOM Co website. If you would like to the change your address on your account on the TOM Co website, please follow this link.

Please note that if your order is being delivered by Australia Post, you will receive a tracking link from Auspost instead. For any questions, please contact Australia Post directly or call 137 678.

Because of the way that orders flow through to our warehouse we are unable to cancel or make amendments to the contents of your order after your order has been processed. For subscription customers, you’ll receive a reminder email 3 days before the subscription process date at which point you can change your product combination for TOM within 24 hours.

We currently ship within Australia only. Until we can organise a secure and cost-effective courier/freight option, we won’t be processing international orders.

If you’d like to return an item to us, please view our return information page.

Please contact our friendly customer service team at hello@tomorganic.com.au (9am – 5pm AEST, Monday to Friday, excluding national public holidays). Both our privacy policy and terms and conditions are on our site for you to view.