CUSTOM SUGAR INFORMATION
Delivery
Simple, carefully planned delivery for your celebration.
Delivery Only
Custom Sugar is a delivery-only service. Customer collection is not available.
Complimentary standard delivery is available for eligible orders within our standard delivery area. Some locations outside the standard area may be available for an additional delivery fee. Delivery availability is determined by the delivery address and available capacity.
Delivery Days & Standard Delivery
Complimentary standard delivery is available on selected delivery dates. Standard deliveries are made during business hours during the day, and an exact delivery time cannot be selected.
A more specific estimated delivery timeframe will be provided closer to the delivery date. This timeframe is an estimate and may be affected by traffic, delivery routing and other circumstances outside Custom Sugar's reasonable control.
Sunday delivery may be available on selected dates and is subject to availability. Dates that have reached production or delivery capacity may be unavailable.
Priority Timed Delivery - $150
For customers who require greater certainty around delivery time, Priority Timed Delivery provides an agreed one-hour delivery window during business hours for an additional $150, subject to availability.
Select "Check available delivery times" at checkout to view and choose from the Priority Timed Delivery windows available for the selected delivery date.
Receiving Your Order
Please ensure that you or an authorised person is available at the delivery address during the applicable delivery timeframe and that the contact details supplied with the order are correct and accessible on the day.
Customers are responsible for providing a complete and accurate delivery address, including any unit or apartment number and relevant access instructions.
Proof of Delivery
Custom Sugar records proof of delivery for each order. This may include a delivery photograph showing the order and its condition at the time of delivery and, where appropriate, confirmation of receipt by the customer or authorised recipient.
Once an order has been successfully delivered or accepted, responsibility for its appropriate handling, transportation and storage passes to the customer.
If Nobody Is Available
Because many Custom Sugar products are delicate, perishable or temperature-sensitive, orders will not automatically be left unattended.
Custom Sugar will make reasonable efforts to contact the customer. An order will only be left unattended where this is appropriate for the product and has been authorised. If an order cannot safely or reasonably be left, redelivery may be required and may incur an additional delivery fee, subject to availability.