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I have to admit I love catchy titles and “3 common misconceptions” would have to fit into that category. That now gives me the challenge of coming up with the most common 3. When it comes to food poisoning, there are so many to choose from. 1. “It was the last meal that I ate” […]
In my last post, I discussed 3 lessons I learnt from go-karting that apply to business. There’s some huge problems with the analogy… The track is NEVER the same twice. It’s mostly similar, and so lesson 1 (“loop, loop, loop”) applies – to a point. But we need to continually review what we are doing, […]
I belong to a business development group called “The Collective”. As part of their development program is time to do something different. Recently it was Go-Karting. I’ve never been go-karting before and so my level of expertise in go-karting is almost zilch. So if you know nothing about go-karting then don’t feel like you won’t […]
Here are the top 7 mistakes made on most “about us” pages. 7. Not having an “about us” page Customers want to know about you, or at least you hope they do. So if you don’t have one, they assume you have something to hide. I have to admit they are a bit of a […]
“I have received an email from you saying my order is delivered but I didn’t receive it” We use Express Post for the majority of our deliveries, and couriers for larger orders and international orders. If you have received an email from us confirming delivery then it is showing on their web site as having […]
Pregnancy hormones can lower a woman’s immune system to the point that infections and diseases that she would normally fight off can have much more serious consequences. When talking about food poisoning, the two main culprits are listeria (Listeria monocytogenes) and salmonella. In Australia, one in ten cases of listeriosis is a pregnant woman, and […]
Salmonella bacteria is found in the faeces of most birds – including chickens. When faeces comes in contact with eggs, the bacteria is transferred to the egg. Only about 1 in 20,000 eggs have salmonella present on the inside, but a much larger number have the bacteria present on the shell. This can be transferred […]
It’s in your HACCP plan and you know it’s important – that’s why you put your, er, top people on the job. And just because the kitchen is a madhouse, doesn’t mean it’s not getting done when it should, right? They’re not just writing down 3° on the log whenever they remember? Hmmm… There […]
The news today is reporting a story about two people who have died from listeria infection. Ten people in total have been affected by this outbreak, which has been linked to rockmelons from a farm at Nericon in the Riverina in NSW. Every year in Australia, about 150 people are hospitalised with listeriosis and about […]
Modern temperature loggers make it really easy to keep a log of vaccine fridge temperatures. But are they making it so easy that we are becoming complacent about checking results? We have had a spate of support calls lately from users who have had checked their log only to find that they haven’t actually been […]
Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).
Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.
Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.
Shipping insurance is 5% of the cost of the goods.
Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.
Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.
For large orders our staff may also ask if you would like shipping insurance.
If you would like shipping insurance on an order you are placing with us, just ask.
Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.
If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.
The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.
Alternatively you can prepay by direct deposit or credit card.
If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.
It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.
For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.