Terms and Conditions

Patch Delivery Policy

Objective:

To streamline the order and delivery process, minimize
delivery delays, and enhance overall efficiency for our Patch market
teams.

Background:

We have observed an increase in courier lead times and errors,
such as misplaced parcels. Despite our efforts to process orders
promptly, some deliveries are delayed, occasionally not arriving by
the end of the week even when dispatched on a Monday. We are
committed to improving this situation and recommend better
planning to mitigate these issues.

Policy Guidelines:

Order Processing:

• Orders received before 8 AM will be packed and ready
for courier collection on the same day.
• Upon placing an order, you will receive an automatic
response acknowledging receipt. This confirms that we
have received your order.
• Once the courier collects and scans your order, you will
receive tracking information, usually within 24 hours. If
you do not receive this within the specified timeframe,
please email orders@goodmix.com.au for assistance. If
you do receive tracking information, you are the best
point of contact for updates from the courier.

Courier Responsibilities:

• While we strive to ensure timely processing, we cannot
be held responsible for courier delays or errors. We
suggest better planning to avoid disruptions.

• Recommendations for improved planning:
• Order Early: Place orders at least fortnightly to
avoid last-minute issues.
• Stock Management: Hold more stock than needed
for just one weekend market to buffer against
delays.

Issue Resolution:

• goodMix cannot absorb costs or pay for a replacement
order delivery costs resulting from courier issues. The
only exception to this will be if the courier officially
contacts us to deem the order as “lost” (and asks us to
submit a claim as such) or if the order is received by you
with damage to any products as a result of courier
neglect.
• If a new order is necessary due to delivery problems, we
can prepare it for collection or express ship it, but
additional charges will apply.

Order Placement and Extensions:

• New orders must be processed through the portal.
• We can extend the due date by one week if needed on a
duplicate order.

Transition and Adjustment:

• We understand that most of you place orders for the
following week after assessing weekend sales. Adjusting
to this new system will require some changes in
understanding your par levels and ordering earlier.
We appreciate your understanding and cooperation as we
implement these changes to improve our delivery process.