All the items are posted via Australia post (Service Provider), standard delivery. To ensure speedy delivery please upgrade to express post at check out. Please note that there are delays due to pandemic and busy season. PCNARTsugar will not be responsible for any delays occurred by any of these circumstances, however we will work very closely with our customers and support them to get the items delivered.
All orders are processed and dispatched within 1-3 business days except during holidays. And the tracking number will be updated to your order within the same time. An automated email will be sent once the items are dispatched (This may land in your junk mail).
Please use below link to track your order using the tracking number provided.
If you have selected Express service you will receive a text message by the service provider with the status of your order with a clickable link to view further details. (Only available if the Mobile number was Provided)
Any delays during transit (after dispatched) should be dealt with the service provider and we will offer information requested by our customers if there any need be. PICNARTsugar will not be responsible for any delayed due to public holidays, any unforeseen circumstances, delays due to custom clearance and delays due to misjudgements of delivery duration by the customers.
Our packaging is done with care and we use different sizes of packaging boxes and suitable filling material to make sure your items are safe and well presented. PICNARTsugar will not be responsible for any damages occurred by mishandling the items during delivery by the service provider. However, we will offer our full support to take the matter to the service provider and make sure your requirement is fulfilled.
Chocolate Products - Our delicate Chocolate products may have breakage on the outer shell and chances of cocoa butter to melt due to weather conditions during transit. Although they are considered damaged the product will still be consumable. To reduce the risk, we recommend upgrading to express shipping service. We are currently working on selling cooling bags for these products so that customers can buy them separately.
Any overseas customers are requested to order well in advance to your required date to make sure the items will arrive on time. Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs clearance. Please contact the service provider (Australia Post) if you have any issues with this regard. And we will support you in any way we can.
PICNARTsugar source premium quality material from many counties including Australia. We harmonise and pack them in our little sprinkle lab here in Geelong, Australia. We make sure to adhere all the food safety and hygiene guidelines in order to offer you a high standard product. Our dispatch process includes cross checking the order twice and including a hard copy of your order.
According to food safety regulation in Australia we cannot accept returns.
Once the order has been dispatched/made cancellations won’t be accepted, refunds will only be issued if we have sent you a wrong item or if the item has a defect irrelevant to shipping.
If you have any concerns after receiving your order, please contact us immediately via e-mail (email@example.com), text line (0490177463) or web chat with evidence and we will make sure to attend to your inquiry as soon as possible and offer you the best solution since your satisfaction is our priority.
~We are always here to help~