Do you have a physical shop?
We are strictly online.
Will my order be shipped from Canada or Australia?
All orders are shipped from our warehouse in North Lakes QLD, Australia.
Can I send a parcel to someone else?
For sure! Simply enter your address as the Billing Address and use the recipient’s address as the Shipping Address. Feel free to pop in the notes that this is a gift. However, with the volume of orders that we receive gift wrapping is not a service that we can offer at this time.
What currency is the website in?
Do you sell gift vouchers?
We do! Here is a link.
May I request a product?
We are happy to take your requests. We will do our best to help import the product for you but please note that it may not always be possible. Send us an email to firstname.lastname@example.org or fill in our product request form here.
How do you ship orders?
When you place an order, by default you will be offered regular shipping. We are unable to offer express shipping at this present time but it is something that would like to reinstate in the near future. Additionally the same goes for pickup requests.
If your order is over 20kg, you will be prompted to select Large Order and we will email you a shipping quoted cost once you have completed the checkout process. Please allow up to 48 hours as some orders may be more complex than others to provide accurate shipping quotes. We endeavour to always source the lowest shipping cost for large orders taking into consider the fragility of the parcel as not all couriers are equal but if you do not wish to pay the quoted shipping charge, we are more than happy to refund your order.
How long will it take to pack up my order?
We aim to dispatch orders within 3-5 business days of receiving them, please allow up to 7 business days from new shipment launches. If, for some reason, it is expected to take longer, we will make this clear on our website.
During high demand time (ex. shipment arrival, Christmas, Canada Day or other special occasions) it may take up to 7 business days to dispatch.
Business days are calculated from Monday to Friday only up to 5pm cutoff for that day. For example, orders placed at 5:30pm are considered as part of the next business day. Weekends and holidays are excluded from these calculations. We operate in AEST.
My parcel hasn’t arrived. What should I do?
We rely on third party couriers to carry out this most crucial step of delivering our products to you. If this goes wrong, we encourage you to contact the delivering party with your tracking number. This is provided to you via email upon order fulfilment. Please check your junk/spam folders if you haven’t received your tracking details prior to contacting us, although we are very happy to supply this again if you’re unsuccessful in locating it in your email.
Please also feel free to contact us if you require assistance in locating your parcel. From time to time, things do go wrong with Australia Post and/or couriers. While this is unfortunately out of our hands, we will do everything we can to get your parcel found.
Please understand that we truly want you to receive your order as soon as possible so if something goes awry with freight, it is neither intentional, nor of our making, but we are here to help.
We cannot be held responsible for delays that are out of our control such as excessive courier delivery times due to seasonal volumes, force majeure and other acts that cannot possibly be foreseen. Shipping refunds will not be granted for any of the above reasons. Your understanding is implied upon ordering and appreciated.
Where can I find you on social media?
Do you offer wholesale pricing?
We do offer wholesale pricing on some of our products, in particular our four grades of pure maple syrup, maple sugar and maple chunks. We are one of Australia's largest suppliers of real maple products to food service and food manufacturing and we'd be happy to provide a quote for your requirements. Please send us an email or give us a call on (07) 3102 9645 for more information.
Can I place an order over the phone?
Indeed! Give us a call on (07) 3102 9NHL(9645)
Why can I not buy beautiful, life-sustaining Canadian beer on the website?
Bureaucracy, my friend. You’ll need to speak to your local MP about loosening alcohol import regulations.