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Shipping & Returns Policy

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Thank you for shopping with Sugo tu Pty Ltd. Our products (including frozen pizza dough, pizza bases, and sauces) are premium, temperature-controlled food items, we have strict shipping and safety protocols to ensure they arrive in optimal condition. 

 

 

1. SHIPPING & COLD-CHAIN DELIVERY POLICY

 

Dedicated Cold-Chain Transport

  • Refrigerated Logistics: To preserve the structural integrity of our dough, all orders are shipped using specialized cold-chain logistics providers operating climate-controlled delivery vehicles.

  • Insulated Packaging: Your goods are packed inside thermally protected cartons equipped with commercial-grade cooling agents. 

 

Delivery Locations & Restrictions

  • We ship only to verified locations within our cold-chain network.

  • Due to the strict frozen requirements of our goods, we cannot ship to PO Boxes, Locked Bags, or automated parcel lockers.

  • If your delivery address falls outside our courier's guaranteed refrigerated zones, we will contact you to cancel the order and provide a full refund.

 

Dispatch Schedule​

  • Delivery tracking numbers will be provided upon dispatch so you can monitor your transit status.

 

 

2. AUTHORITY TO LEAVE (ATL) RULES

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Due to the highly perishable nature of snap-frozen food products, strict delivery conditions apply to all shipments:

  • Default Authority to Leave: All e-commerce orders are automatically processed with Authority to Leave (ATL). By placing an order, you grant our cold-chain couriers permission to leave the parcel at your designated delivery address without obtaining a physical signature.

  • Unattended Drop-offs: If no one is present to receive the delivery, the courier will leave the insulated package in what they deem to be the safest, most shaded location available near your front door or loading dock, or in a specified area selected at checkout.

  • Risk Transfer: Risk of product spoilage, defrosting, theft, or damage transfers entirely to the buyer immediately upon drop-off. Sugo tu Pty Ltd accepts no financial or product liability for items that thaw, degrade, or go missing after the courier logs a completed delivery.

  • Buyer Duty of Care: It is your strict responsibility to monitor the tracking link and transfer the frozen products into a commercial freezer or refrigerator immediately following delivery.

 

 

3. RETURNS & REFUNDS POLICY

Our returns policy complies with the Australian Consumer Law (ACL). However, because we manufacture and supply food products, strict food safety regulations (including HACCP/SQF standards) apply.

 

Change of Mind

  • No Returns for Change of Mind: Due to health regulations and the impossibility of re-verifying cold-chain integrity once a box leaves our possession, we do not accept returns, exchanges, or refunds if you change your mind, order the wrong item, or lack sufficient freezer space.

 

Damaged, Defective, or Incorrect Items

If your order arrives compromised, structurally damaged, or does not match what you purchased, you are entitled to a remedy under the Australian Consumer Law.

To claim a refund or replacement, you must follow these steps:

  1. 24-Hour Time Limit: Notify us within 24 hours of the courier's logged delivery time. Because our goods are frozen, we cannot assess quality issues reported days after drop-off.

  2. Contact Us: Email our team at homedelivery@sugotu.com.au or call (07) 3849 1309.

  3. Provide Photographic Proof: You must provide your order number, a brief description of the issue, and clear photos showing the condition of the shipping box, the cooling agents, and the specific product inside.

 

Processing Approved Remedies

  • If a refund or replacement is approved by our quality control team, we will process it within 3–5 business days.

  • Refunds will be issued back to the original payment method used during checkout.

  • Approved replacements will be dispatched on our next available cold-chain shipping cycle.

 

 

Need Assistance?

If you have any questions regarding your cold-chain delivery status or product care, please reach out immediately:

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