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Find answers to some of our most frequently asked questions!

Dispatch & Delivery

Is there free delivery?

Tropeaka ships from Sydney, Australia, so we provide free delivery to Australian customers for orders over $55 and free delivery to NZ customers for orders over $95 AUD at tropeaka.com.au.

Unfortunately, we cannot provide free delivery to any other overseas destinations at the moment. Please note, we do not add any additional charges to the shipping rates at checkout. This rate is the live rate that we are charged directly from DHL and the other international postal services.

To get the most value for money on shipping to overseas destinations, we recommend you purchase at least 1kg worth of products. The reason for this is due to DHL and other postal services who charge us an initial price no matter the weight of the shipment. The price for shipping then incrementally increases, as you add more products to your purchase.

What are Tropeaka's delivery options?

Depending on your location and the weight of your shipment, Tropeaka may offer a couple of different shipping services. For Australia, we ship via Australia Post while for most international destinations we offer DHL Express and Global Mail. Global Mail is a delivery service that delivers your Tropeaka products to your country via DHL and then it is passed on to your local postal service provider to deliver your package to your door, e.g. USPS for the USA, Canada Post for Canada and Royal Mail for the UK.

What are Tropeaka's delivery times?

There is a 1-2 business day processing time on all orders. For Australian customers, once your order is shipped please allow 1-3 business days for NSW, ACT, QLD, VIC and SA and 3-5 business days for WA, NT and TAS. For international orders, the shipping time is displayed in the shipping section at checkout. All orders are shipped from our facility in Sydney, Australia.

What countries does Tropeaka ship to?

Tropeaka ships to over 50 countries. All countries that we ship to can be viewed at checkout. There are some countries that we are unable to ship to due to customs restrictions on food products.

Returns

What is your refund policy?

Please see our refund policy here.

I received the wrong items what do I do?

If for any reason you have received the incorrect product(s) in your order, please take a photo and contact us as soon as possible, so we can arrange to exchange it with the correct product(s). Please do not dispose of the item(s) until we have exchanged it.

We will cover all transport costs involved in replacing and exchanging the incorrect item(s).

We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.

My Items were lost/damaged in transit, what do I do?

If for any reason your product(s) are damaged upon receiving them, please take a photo and contact us as soon as possible, so we can arrange to exchange it with new product(s). Please do not dispose of the item(s) until we have exchanged it.

We will cover all transport costs involved in replacing the damaged good(s).

We reserve the right to ask you to send us back the product(s) before we issue a replacement or exchange. In returning the goods to us, we will cover all transport costs.

Where’s my refund?

Once we have approved a refund, it will go back onto the same payment method you used to complete the purchase.

Please note, it can take between 3-14 business days for the refund to be cleared by your bank. This timeline is entirely out of our control and is managed by your financial institution.

Tracking & Tracing

How do I check the status of my order?

You will receive an Order Confirmation email as well as a Shipping Confirmation email that will give you the most up to date status of your order. If you do not receive these emails, it's either because the email has landed in your spam folder or you have provided an incorrect email address during checkout.

Once you receive the Shipping Confirmation email you'll be able to follow the link in the email to track your shipment.

My tracking hasn’t updated, what do I do?

It can take up to 48 hours for the tracking to update once you have been sent the shipping confirmation email. If you have not received any updates to tracking after 5 business days, then please contact us for assistance.

How do I track my Global Mail order once it arrives in my country?

Once your order has been passed on to your local postal provider please look for the tracking code under 'Delivered by Postal Provider' on your DHL tracking page. This tracking code can be used to track your parcel through your local posts online tracking*, for example; if you're in the US visit USPS online tracking, for all orders from Canada visit Canada Post online tracking and if you're from the UK visit Royal Mail online tracking.

My order appears to be lost, what do I do?

Many times this can simply be a delay in tracking updates, or alternatively, there may have been an attempted delivery, but nobody was home.

If your tracking is stating an 'attempted delivery' and you have chosen Global Mail as your shipping method please get in contact with your local post office as your order will be awaiting collection. Please provide your local tracking ID which can be found on your DHL tracking page under 'Delivery by Postal Provider'. Please note your local post office will only hold your good(s) for a short period of time.

If your tracking is stating an 'attempted delivery' and you have chosen DHL Express as your shipping method please contact DHL Express to arrange a new delivery time. 

If your tracking is stating an 'attempted delivery' and your delivery provider is Australia Post please get in contact with your local post office as your order will be awaiting collection. Please note your local post office will only hold your good(s) for a short period of time.

For DHL Express, Global Mail and Australia Post please check your post box for an attempted delivery slip.

We've noticed that for many "lost packages" shipped via Global Mail it is merely a mistake by the local postal service who have not left an attempted delivery slip in your post box to notify your order is awaiting collection.

It's really important to continue to monitor your online tracking in the event something like this occurs.

If after this, you still can't locate your order, please contact us and we'll be more than happy to assist! 

My order says "delivered" but I don't have it!

There can be multiple reasons why tracking can state a successful delivery but you are yet to receive your order.

It may be an attempted delivery and your order is awaiting collection at your local post office.

If your order is stating a successful delivery but there is no record of an attempted delivery on your tracking your order can still be awaiting collection at your local post office.

Please provide your local post office your tracking ID which can be found under 'Delivered by Postal Provider' on your DHL tracking.

If you work in a corporate building or office environment it may have been delivered to the concierge or reception.

If you have requested your order to be left at your door or premises because you won't be home at the time of delivery and your order hasn't been delivered you will need to contact your local post office with your tracking ID. Your tracking ID can be found under 'Delivered by Postal Provider' on your DHL tracking.

When requesting a parcel to be left at your door or premises when no one is home means you take on the risks of it being stolen.

If after this, you still can't locate your order, please contact us and we'll be more than happy to assist! 

Wholesale

How do I apply for wholesale?

If you are a business looking to sell our products, please fill out the application form located here.

We will then be in touch within 1-2 business days.

Is there a minimum spend on wholesale?

The minimum spend is $300 AUD / NZD / USD and £200.

What are the shipping fees for wholesale?

For all Australian wholesale orders, there is a flat $27 shipping fee nationwide.

For international orders, the shipping rate is displayed at checkout and is dependent on the weight and size of your shipment.

What are my wholesale portal login details?

After your wholesale application is approved, you will receive an email with wholesale account login details. You can also get a new password by clicking on "need help logging in?" on the wholesale login page located at either:

wholesale.tropeaka.com.au

wholesale.tropeaka.com

wholesale.tropeaka.co.nz

wholesale.tropeaka.co.uk

If you still need help logging in, please don't hesitate to contact us.

Payment Options

Can I pay using my Debit/Credit Card?

Yes, we accept a range of credit/debit cards including Visa, Mastercard and American Express.

You can also pay with your debit/credit card via PayPal, Afterpay and Sezzle.

Can I pay via PayPal?

Yes, PayPal is an available payment option. Please select PayPal once you reach checkout.

What is Afterpay and can I use it?

Afterpay is available to Australian, USA and New Zealand customers and allows you to pay for your Tropeaka purchase over 4 easy payments due every 2 weeks. Please select the Afterpay payment option during checkout.

What is Sezzle and can I use it?

Sezzle is available to USA customers and allows you to pay for your Tropeaka purchase over 4 easy payments with no fees. Please select the Sezzle payment option during checkout.

Promotions

How do I receive 10% off my first order?

Please signup to the Team Tropeaka email list through the form in the footer of the page.

If you don't receive your 10% off code within 5 minutes, please check your spam folder, or check that you've entered in the correct email address to ensure no spelling errors.

I tried using a promo code but it didn’t work?

Please double-check that you've entered in the code correctly and that it hasn't expired.

Please also check that it is being used on the correct website, for example, if you have received a code that says it's only valid at tropeaka.com.au, please ensure you aren't trying to use it at tropeaka.com or tropeaka.co.uk.

For codes entered correctly, yet don't work, please note that most codes are only valid for a person's first order.

For promo codes that work for all orders (e.g. codes that are for sales periods), please ensure you double-check that you've entered in the code correctly.

Can I use a promo code more than once?

Most codes are only valid for one use. In rare circumstances such as during a sales period, codes can be used more than once. Please note that this is an exception, and for the most part you can only use a code once.

Where do I apply my promo code?

Promo codes are entered during checkout. Please note, for those purchasing on a mobile device, it is very easy to miss the place in checkout where you enter code. To enter the code on mobile, you'll need to tap the "Show order summary" drop-down at the top of the checkout page.

SEND US A MESSAGE

We will get back to you within 24 hours, during our customer service hours, 8am to 4pm Monday to Friday (Sydney, Australia time).

LIVE CHAT

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LIVE CHAT CUSTOMER SERVICE HOURS

9am to 12:30am Monday to Friday /// Sydney, Australia time
12pm to 1am Saturday and Sunday /// Sydney, Australia time

PHONE

+61 (2) 9017 6778

CUSTOMER SERVICE HOURS

8am to 4pm, Monday to Friday /// Sydney, Australia time

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