fbpx

Refund, Returns & Shipping Policy

Return Policy

At Nonna Tina’s, we take pride in delivering high-quality frozen Italian pies to our customers. We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, please review our return policy below.

1. Eligibility for Returns

We accept returns for the following situations:

  • Damaged or Defective Products: If your order arrives damaged or with any defects, please contact us within 24 hours of receiving the package. We may request photographic evidence to assess the issue. We will gladly replace the damaged or defective items or provide a refund, depending on your preference.
  • Incorrect Items: If you receive an incorrect product in your order, please contact us within 24 hours of receiving the package. We will work with you to resolve the issue promptly by either sending you the correct item or issuing a refund.

2. Return Process

To initiate a return, please follow these steps:

  • Contact our customer support team via orders@nonnatinas.com within 24 hours of receiving your order to inform us of the issue and request a return authorisation.
  • Once you receive the return authorisation, carefully package the item(s) in their original packaging to ensure they remain frozen during the return shipping process. Include a copy of the original receipt or packing slip.
  • Ship the package back to us using a reliable shipping method that provides tracking information. You will be responsible for the return shipping costs unless the return is due to our error.
  • Once we receive the returned items, our team will inspect them to ensure they meet the eligibility criteria mentioned in Section 1. We will then process the refund or replacement accordingly.

3. Refunds

Refunds will be issued using the original payment method used for the purchase. Please allow 5-7 business days for the refund to reflect in your account after we have processed it. In case of replacements, we will ship the new items to you promptly.

4. Exclusions

Please note the following exclusions from our return policy:

  • Changes of mind or personal taste preferences are not eligible for returns.
  • If the product has not been stored properly or if the thawing instructions were not followed correctly, we cannot accept returns.

5. Contact Us

If you have any questions or need further assistance regarding returns, please contact our customer support team via orders@nonnatinas.com. We are here to help!

Shipping Policy

Thank you for shopping with Nonna Tina’s!

We want to ensure that your order arrives in a timely manner and in perfect condition. Please review our shipping policy below for important information regarding shipping options, delivery times, and fees.

1. Shipping Locations, Days & Methods

Locations:

  • At this point in time we are only delivering to locations that are based within a 100km radius of Sydney, NSW (including areas as far as Katoomba, Newcastle & Nowra) . All other locations will be subject to approval from our ordering team. If you have made payment and your order falls outside the areas of which we can deliver to, we will process a full refund.

Days:

  • Our delivery days are typically Monday to Friday but we can make exceptions for weekend deliveries, which will be determined by the availability of our couriers as well as your weekend availability too.

Methods:

  • Our pies will be delivered via any of the following courier companies; Revolution Cold Logistics, GoPeople, Shipday/DoorDash, Uber, Deliveroo, Menulog, Sherpa or Home Delivery Service.

2. Order Processing Time

Once your order is placed and payment is successfully processed, we will begin processing it within 1-2 business days. We will notify you of confirmation of your order, as well as the ETA of your delivery, once your order is ready to be fulfilled. Please note that orders placed after 3:00 PM (local time) may be processed on the following business day. Please allow up to 1 – 3 business days for delivery.

3. Shipping Rates and Fees

All orders will incur a FLAT delivery rate of $20.

4. Tracking Your Order

Once your order has been confirmed we will contact you to let you know the ETA of delivery. Our couriers will then attempt to contact you on the day of delivery to notify you that your delivery is in transit.

5. Shipping Restrictions & Delays

If your order is affected by any restrictions and/or delays, we will contact you promptly to discuss alternative shipping arrangements or provide a refund if necessary.

6. Address Accuracy

Please ensure that the shipping address provided during checkout is accurate and complete. We are not responsible for delays or mis-delivery caused by incorrect or incomplete address information. If you need to make changes to your shipping address after placing an order, please contact our customer support as soon as possible.

7. ATL

All orders will be defaulted with an Authority to Leave (ATL). Please be mindful of this before placing your order. If no one is home to collect, we will always do our best to leave the order in a safe spot and in the shade. Our couriers will also take a photo upon delivery as well. Nonna Tina’s will not responsible for lost goods upon the completion of delivery.

8. Important to Consider

Our products will be delivered baked & frozen, so please do your best to collect your items as soon as possible after they have been delivered, provided no one is home to collect. Please also be mindful of this before ordering and note that if the products are left at room temperature for long enough, they may fully defrost. If this occurs, please ensure that you adhere to the 2 hour/4 hour rule as defined by Food Standards Australia. Please click on this link here for further clarification.

9. Contact Information

Please contact us via orders@nonnatinas.com