ORDER & DELIVERY INFORMATION
We are currently updating our delivery schedules and now ship twice per week.
Until we have updated our shipping look up function for every suburb in the country, here is a table of our main delivery areas in the country, see if your area is shown...
How Your Order Stays Fresh
- Your goodies stay frozen until delivery day, then travel in a refrigerated van and ideally arrive to you just below fridge temperature, so you can portion and refreeze within 24 hours of reaching fridge temps.
- Authority to Leave (ATL): The courier will leave your package, even if no one is home or they cannot gain access to an apartment. Please ensure you have your order being delivered somewhere it can be accepted. If your delivery is a Saturday and you have it being delivered to a closed business address, the couriers will leave it there. Please contact us to change the delivery day or address ASAP. If you will not be home to accept the delivery and have somewhere cool and safe for it to be left, please purchase a wool insulation for your order on our website or leave out an esky with instructions on your order for the delivery to be placed in.
Delivery Notifications & Timing
- You'll get an SMS the evening before with a 2-hour delivery window. Please ensure your mobile number is on your order and correct.
- Packages typically arrive between 8 am–6 pm. While the 2 hour delivery window is usually a very good indicator, please note that things like traffic may change the time throughout the day.
- You'll get a SMS once your delivery is complete.
Can I Add To My Order?
Absolutely! If you want to add to your order that hasn't yet passed the order cut off date, just place another order. When we get to it, our system will show a duplicate delivery address, which will prompt us to merge the orders together. Once we do this, it triggers our system to automatically refund any second delivery charges paid.
Need Help on the Weekend?
Our Palena Fresh office isn’t available during weekends but if you need urgent assistance regarding a delivery coming on the weekend, the courier may be able to help directly:
Couriers:
02 9090 4475
We're Full Of LoveWe are a small business who care more than you could possibly imagine. We will ALWAYS do anything we can to assist our customers no matter how big or small a problem may be. Please keep this in mind when reaching out. 