We want to make it as easy as possible for you to enjoy ONA Coffee, wherever you are. Below you’ll find everything you need to know about how we pack, ship, and deliver your orders – as well as our policy for returns and exchanges.
Shipping within Australia
All Australian orders are dispatched from our Canberra roastery. We aim to process and send orders within 1–2 business days of receiving payment. You’ll receive a confirmation email with your order details and a link to your tracking information once your parcel is on its way.
We partner with Australia Post and a range of trusted couriers to provide reliable service across the country. Delivery timeframes depend on your location:
- Standard Shipping: 3–7 business days (Australia-wide)
- Express Shipping: 1–3 business days to most metro areas
At checkout, you can choose your preferred delivery method. Orders sent via Australia Post may be left in a safe location if no one is available to receive them.
If you can’t find your tracking email, please check your spam folder or contact us for help.
International Shipping
We offer international delivery to most countries using DHL and other reliable international couriers. You’ll see available shipping options and rates at checkout.
Please note that customs duties, taxes, and import fees are the responsibility of the recipient. ONA Coffee cannot cover or reimburse these charges, and we encourage you to check your country’s import regulations before placing an order.
By default, international orders are sent without a signature required and may be left unattended at your delivery address. If you prefer signature on delivery, please contact the assigned courier once your tracking details have been issued.
Unfortunately, we cannot currently ship to the following regions:Afghanistan, Ascension Island, French Southern Territories, Gauteng (South Africa), Mexico, Russia, Solomon Islands, South Georgia & South Sandwich Islands, Turks & Caicos Islands, Outlying Islands, and Ukraine.
Shipping Costs
Shipping rates are automatically calculated at checkout based on your order weight, delivery location, and selected service (Standard or Express).
Orders over a certain value may qualify for free shipping promotions, which will be clearly stated on our website or at checkout when applicable. Note that some promotions are only applicable domestically within Australia, and may not apply to international orders.
Returns & Exchanges
If your order arrives damaged, incomplete, or incorrect, please reach out to our team within 7 days of delivery so we can make it right. We’ll assess the issue and arrange a replacement, refund, or credit where appropriate.
Due to the perishable nature of coffee, we cannot accept returns or exchanges for roasted coffee that has been opened or used. For brewing equipment and accessories, items must be returned unused and in original packaging to be eligible for a refund.
To begin a return or discuss an issue with your order, please view our FAQ page or get in touch with us.
Dispatch & Order Tracking
You’ll receive a tracking link via email once your order is dispatched. If you’ve opted in for SMS notifications, you’ll also get updates when your parcel is out for delivery.
ONA Coffee cannot provide more tracking information than what is listed by the courier, but we’re always happy to help point you in the right direction.
Need more help?
If you have any questions about shipping or returns, contact our customer service team — we’re always here to help.