Welcome to our frequently asked questions page. Here, you will find answers to questions we commonly receive from customers. If your question isn’t listed, please contact us for an answer.
Q: How do I know if you have enough in stock for my order?
Simply enter the required quantity on the product page in the “Qty:” section, and then click “Add to Bag”. If we have enough stock, you will see a green notification bar at the top of the webpage, which means the item has been successfully added to your bag. If we do not have enough stock, you will see a red notification bar at the top of the webpage.
There may be occasions when warehouse stock is down to the last few bottles, or we cannot fill your order due to the product being damaged. In this instance, you will be notified by phone or email to discuss replacement or refund options.
Q: Can I order and pay over the phone?
We don't process orders over the telephone. We prefer to use an online payment system, as it is a more secure transaction method and offers you a greater level of buyer protection.
Q: What does it mean when my order status is…
- Awaiting Fulfillment: Your order has been received and is waiting to be picked and packed by the warehouse team.
- Awaiting Pickup/Shipment: Your order has been picked and packed, and is waiting to be picked up by the courier.
- Pending: There is an issue with your order. If you have not received a direct email or message via your GoodDrop account explaining why, please contact Customer Service at 1300 603 344.
- Completed: Your order has been shipped and is on its way to you. You should receive an automated email with your tracking details. If you have not received the email, it could be because the email was rejected by your email exchange. If you have a GoodDrop account, you can view your tracking number via your order history details.
Q: How do I track my order/How long will it take to receive my order?
Once your order has been dispatched you will receive an auto-generated email advising of your tracking number and a link to track your delivery. You will also receive email updates regarding the progress of your delivery from both GoodDrop and the carrier. You can check the status of your order in “My Account”, where you will find the tracking number for your order and proceed to the carrier website to track your delivery.
Depending on your location, delivery can take up to 14 business days. Once your order has been dispatched, please check the tracking and allow for the estimated delivery time for your postcode (outlined on our Delivery page) to elapse before contacting us to investigate.
Once your delivery has passed through the Sydney sortation facility you will see an estimated delivery date on the tracking page (this should update in 24-48 hours). If you don't see this information, you can click on ‘Get a delivery date estimate’ and enter the ‘From’ postcode as 2529 and your postcode in the ‘To’. The ETA provided via this method does not include day of dispatch, so you need to add an additional day to the time-frame provided.
Below is an example of what you will see on the tracking page once your order has passed through the Sydney sortation facility and it on it's way to you.
Q: I haven't received my order. What should I do?
Please visit our Delivery page for estimated delivery times to your location. Note that this is only an estimate, and that delays beyond our control can occur. If you haven't received your order within the expected time-frame, please contact us so we can place an inquiry with the courier.
Q: Can I pick up my order personally?
Due to the configuration of our facilities, we are unable to offer pick up of goods. However, you will find that our freight charges are highly competitive. For more information, please visit our Delivery page.
Q: Can I give the courier my authority to leave the parcel?
Due to the nature of our goods, we do not allow Authority To Leave requests. If a request has been made at the time the order is placed, the request will be removed prior to shipping. If an Authority to Leave request is made directly with the courier, no claims can be made on the goods for lost or missing items at your nominated address. Parcels not signed for at the address will not be insured against loss or damage. GoodDrop.com.au will not accept liability for such claims.
Q: What if I’m not at home when my order is delivered?
If you aren’t home at the time of delivery, a calling card will be left in your mailbox. This card will advise the next steps required to obtain delivery of your order. If you fail to make arrangements to obtain your goods from one of our delivery partners, and the items are returned to our warehouse, and you will be responsible for charges incurred in re-delivering the products to you. For more information on delivery, please visit our Delivery page.
Q: My drink has a problem, or I’ve changed my mind. Can I return it?
Please visit our Returns & Refunds page for information about our refund, return, breakage, and change of mind policies.
Q: My order is missing items. What should I do?
Please contact us within 24 hours of receiving your delivery so we can investigate. Keep in mind that we may request photographs of how the package was received to help determine if your order was received in the same packaging it was sent in.
Q: I’ve received a duplicate order. What Should I do?
There may be occasions when you received your order twice. If this happens, please contact us immediately so we can arrange collection of the duplicate order. If you receive a duplicate order and failure to notify GoodDrop, you will be expected to pay for the goods at their RRP value.
Q: My order is worth quite a lot. How do I know it will be delivered with care?
Each of our products — no matter the value — is inspected and handled with great care during the packing process, which first involves the bottle being inspected. Then, the bottle is encased in heavy-duty bubble wrap before being placed into a sturdy, cardboard container.
We handle and ship many products each week and assure you that we have an excellent track record for damages. We have carefully chosen carriers with proven reliability and exceptional service to courier all of our goods.
Q: Why does my drink look different than it does on your website?
Products delivered may vary slightly from the image shown due to manufacturer or supplier product variations over time. If you have concerns about a product, please contact us prior to purchase, as aesthetic differences that do not involve damage will not be accepted as a valid reason for a return/refund.
Q: The bottle/serial number has been removed from my bottle. Is this a genuine product?
Decoding is the removal of identification details such as lot and bottle numbers and is quite common on high-end products exported internationally. Items are decoded prior to us receiving the goods. This product is 100% original, guaranteed and the quality of the product is in no way compromised by the decoding. The goods are legal, non-counterfeit goods sold outside normal distribution channels. What often happens is many of these products come from sources such as small liquor suppliers around the globe who are exporting internationally. This whole process is ultimately about competition and delivering the best price to you, our customers. Our suppliers are established and trusted businesses who sell to independent licensed premises throughout the world and have been doing so for many years.
Q: How do you ensure that minors aren't making purchases?
We have strict procedures in place that are in line with our licensing and Responsible Service of Alcohol requirements. Your order will not be left with persons under the age of 18 years (proof of age may be required), and our couriers will do their best to verify ID.
Q: How can I sign up for newsletters and updates?
You can sign up for our newsletter on the bottom right-hand corner of our home page. Simply enter your email address and click “Subscribe”. By signing up for our newsletters, you’ll receive regular updates and great specials, plus our regular newsletters that include new products, featured wine makers, and more. Sign up today!
Q: I’m having trouble with the newsletter subscription form. Can I sign up another way?
If you’re experiencing any difficulties on our site, please email email@example.com.
Q: Your website doesn’t seem to be working properly. What’s wrong?
In the unlikely event that the functionality of our website is compromised in some way, please contact us as soon as possible so we can resolve the error.