FAQ's

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.

How do I know if you have enough in stock for my order?
Can I order and pay over the phone?
How can I get a copy of my invoice?
What does it mean when my order status is…
How do I track my order/how long will it take to receive my order?
I haven't received my order. What should I do?
Can I pick up my order personally?
Can I give the courier my authority to leave the parcel?
What if I’m not at home when my order is delivered?
My drink has a problem, or I’ve changed my mind. Can I return it?
My order is missing items. What should I do?
I’ve received a duplicate order. What should I do?
My order is worth quite a lot. How do I know it will be delivered with care?
Why does my drink look different than it does on your website?
The bottle/serial number has been removed from my bottle. Is this a genuine product?
How do you ensure that minors aren't making purchases?
How can I sign up for newsletters and updates?
I’m having trouble with the newsletter subscription form. Can I sign up another way?
Your website doesn’t seem to be working properly. What’s wrong?

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: How can I get a copy of my invoice?

By logging into your GoodDrop account, you can access a copy of your invoice. Simply select the order number you require the invoice for. There is an option to print the invoice under Order Details.

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 is ready and 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, please check your junk or spam folder before contacting us. If you have a GoodDrop account, you can view your tracking number via your Order History details.

Q: How do I track my order

Once your order has been dispatched you will receive an auto-generated email advising your tracking number with a link to track your delivery. You will also receive email updates regarding the progress of your delivery from both GoodDrop and Australia Post. You can also check the status of your order using your tracking number via the Australia Post website .

If you misplace your tracking number and have a GoodDrop account, sign in online, open the relevant order and go to Shipping Details.

Q: How Long Will It Take To Receive My Order

Depending on your location, delivery can take up to 14 business days. Estimated time frames are outlined on our Delivery page or using the Australia Post Delivery Calculator where you can enter the From Postcode as 2529 and your delivery postcode in the To field. The ETA provided via this method does not include day of dispatch, so please add an additional day to the time frame provided.

Once your order has been dispatched, it may take up to 48 hours for Australia Post to activate tracking and then you will be able to see an estimated delivery date on the Australia Post tracking page. Below is an example of what you will see on the tracking page once your order has live tracking.

delivery-example.jpg

 

Q: I haven't received my order. What should I do?

Please visit our Delivery page for estimated delivery times to your location. Please note this is only an estimate and delays within the courier network can occur which are beyond our control. Australia Post indicate over 90% of delayed parcels will be successfully delivered within 3 days post the expected date. If you still have not received your order in this timeframe, please contact us to we can place an inquiry with the courier. 

Q: Can I Click And Collect?

Due to the configuration of our facilities, we are unable to offer click and collect. However we ship to any location in Australia with highly visible tracking. Visit our Delivery page for more information. 

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, GoodDrop.com.au will not accept liability for lost or missing items at your nominated address. Parcels not signed for at the address will not be insured against loss or damage. 

Q: What if I’m not at home when my order is delivered?

If you are not 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 within the specified timeframe on the calling card, and the items are returned to our warehouse, you will be responsible for charges incurred in re-delivering the products to you. 

Q: There is a problem with my order 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.

Q: I’ve received a duplicate order. What Should I do?

If this happens, please contact us immediately so we can arrange collection of the duplicate order. If you receive a duplicate order and fail to notify GoodDrop, you will be expected to pay for the goods at their RRP value.

Q: My order is valuable. 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 wrap before being placed into a sturdy, cardboard container. All orders are delivered with Australia Post who handle our packages manually across their network to mitigate any damage during transit.

We have carefully chosen Australia Post who has proven reliability and exceptional service to handle the delivery of our goods.

Q: Why does my bottle/box 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. All orders placed on our website require the individual to accept Terms & Conditions that they are over the age of 18 years. Upon delivery, Australia Post also adhere to regulations that orders will not be left with persons under the age of 18 years and proof of age may be required before releasing the order.

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 or via the pop up on our pages. By signing up for our newsletters, you will be the first to receive our weekly specials, new products, featured wine makers and distillers and more. Sign up to The Drop 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 info@gooddrop.com.au.

Q: Your website doesn’t seem to be working properly. What’s wrong?

In the unlikely event that the GoodDrop website isn’t functioning, please contact us as soon as possible so we can troubleshoot and resolve the error.