Shipping policy

SHIPPING POLICY

Last updated: 22 August 2026

This Shipping Policy applies to orders placed through the CHA VALLEY online store, operated by Aceleaf Trading Pty Ltd.

  1. Shipping Within Australia

We currently ship orders within Australia using Australia Post.

Available delivery options and shipping costs will be shown at checkout. Delivery services may include:

  • Australia Post Parcel Post; and
  • Australia Post Express Post, where available.

We currently do not offer international shipping through our online store.

  1. Order Processing

Orders are usually packed and dispatched within 1–3 business days after payment has been confirmed.

Orders are not dispatched on weekends or Western Australian public holidays.

During promotional periods, public holidays, high-volume periods or unexpected operational delays, dispatch may take longer. If there is a significant delay with your order, we will contact you using the email address provided at checkout.

  1. Estimated Delivery Times

Once dispatched, Australia Post generally estimates:

  • Parcel Post: approximately 2–6+ business days
  • Express Post: approximately 1–3+ business days

These timeframes are estimates only and are not guaranteed.

Delivery times may vary depending on your location, the destination postcode, weather events, public holidays, regional or remote delivery areas, Australia Post network delays and other circumstances outside our reasonable control.

For current delivery estimates, please refer to the Australia Post Postage Calculator or tracking service.

  1. Tracking

All domestic parcels are sent with tracking where available.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details. You can use the tracking number to follow your parcel through the Australia Post website or AusPost app.

Please allow up to 24 hours after dispatch for tracking information to become active.

  1. Delivery Address

Please ensure that your delivery address, contact number and email address are correct before completing your order.

We cannot accept responsibility for delays, additional postage costs or delivery issues caused by an incorrect, incomplete or inaccessible address supplied at checkout.

If an order has not yet been dispatched, please contact us immediately at info@ace-leaf.com and we will try to update your address. Once an order has been dispatched, we may be unable to make changes.

  1. Authority to Leave and Safe Delivery

Australia Post may deliver a parcel in accordance with its delivery practices, including leaving it in a safe place where appropriate, or taking it to a nearby Post Office, collection point or Parcel Locker if delivery cannot be completed.

If you have delivery preferences through Australia Post or MyPost, you may be able to manage these directly with Australia Post.

If tracking shows that your parcel has been delivered but you cannot locate it, please first check:

  • around your property and any safe places;
  • with household members;
  • with neighbours, reception or building management; and
  • your Australia Post tracking updates or AusPost app notifications.

If you still cannot locate your parcel, please contact us at info@ace-leaf.com so we can assist with an enquiry.

  1. Delays, Lost Parcels and Delivery Issues

Australia Post delivery delays can occasionally occur. Most delayed parcels arrive shortly after the expected delivery date.

If your parcel is delayed, please check the tracking information first. If it remains delayed beyond a reasonable period, contact us with your order number and tracking number. We will work with Australia Post to investigate the issue where appropriate.

If a parcel is confirmed as lost or damaged in transit, we will assess the circumstances and provide an appropriate solution in accordance with the Australian Consumer Law.

  1. Damaged Parcels

If your parcel arrives visibly damaged, please take clear photographs of:

  • the outer packaging;
  • the shipping label;
  • the damaged product; and
  • any internal packaging.

Please contact us as soon as reasonably possible at info@ace-leaf.com with your order number and photographs. Do not dispose of the product or packaging until we have reviewed the issue, unless it would be unsafe to keep.

  1. Returned-to-Sender Parcels

If a parcel is returned to us because:

  • the address provided was incorrect or incomplete;
  • delivery was attempted but the parcel was not collected;
  • the recipient refused delivery; or
  • the parcel could not be delivered for reasons outside our control,

we will contact you once the parcel has been returned to us.

Additional shipping costs may apply before the order can be resent. If you request a refund for an undelivered order in these circumstances, the original shipping cost may not be refundable where permitted by law.

  1. Contact Us

For shipping enquiries, please contact:

Aceleaf Trading Pty Ltd
Email: info@ace-leaf.com
Returns Address: 422 Albany Highway, Victoria Park WA 6100, Australia

Please include your order number in all shipping enquiries.