1. Scope This policy explains how Fit Healthy Chef schedules deliveries, how delivery and box charges are calculated, and what happens when a delivery is late, damaged, incomplete or cannot be handed over. It applies to every order placed through this website, including one-off orders, meal plans and subscription deliveries, and should be read together with the Terms and Conditions and the Refund and Cancellation Policy. 2. Order confirmation and dispatch Placing an order and receiving an order confirmation does not guarantee delivery on a specific date. The delivery is confirmed once the order has been dispatched and the delivery date has been confirmed to the customer. Scheduling depends on the delivery address, the delivery rules that apply to that address, production capacity and courier availability. 3. Delivery days and cut-off times The delivery days available for an address, and the cut-off that applies to each delivery day, are shown during checkout. Orders must be completed before the cut-off that applies to the selected delivery day. Subscription changes must be completed before the cut-off that applies to that subscription delivery. Delivery days, cut-off times and serviced areas may change during public holidays, special events, courier changes and other operational circumstances, and may change without prior notice. 4. Delivery date changes The delivery date fulfilled may differ from the date requested where the courier schedule, a public holiday, a blackout date or a capacity limit prevents that date. In that case Fit Healthy Chef will schedule the closest available delivery date for the address, and that adjusted date becomes the delivery date for the order. 5. Delivery windows Deliveries are made within a time window, not at a fixed time. The window that applies to an address is shown during checkout. Current windows are 10:30 pm to 6:00 am for the Gold Coast, with delivery beginning the night before the delivery day, and 6:00 am to 6:00 pm on the delivery day for all other serviced locations. Fit Healthy Chef cannot commit to an exact delivery time inside the window. 6. Delivery fees A delivery fee applies to each delivery and is calculated from the delivery postcode, the delivery type, the number of meals and the order value. The fee shown at checkout before payment is the fee that applies to the order. Current standard fees are $16 for Sydney metro, $17 for NSW, VIC, ACT, Brisbane, Gold Coast and Sunshine Coast, and $27 for South Australia, Western Australia and Far North Queensland. Some addresses, order sizes or order values may attract a different fee, and fees may change without prior notice. 7. Boxes and extra box charges Meals are packed into chilled boxes with a maximum number of meals per box. Orders that require more boxes than the number included in the delivery fee attract an extra box charge for each additional box required by the delivery partner. Current extra box charges are $15 for Western Australia, $13 for South Australia, $10 for Far North Queensland, $8 for the Australian Capital Territory, Victoria and Queensland, and $5 for New South Wales. Any extra box charge is calculated at checkout, added to the order total and shown before payment. These charges are set by our delivery partners and may change. 8. Receiving the delivery If nobody is available to accept the delivery, the order is left at the delivery address at the customer's risk. Delivery instructions and a preferred secure location can be provided during checkout, and Fit Healthy Chef will ask the courier to follow them where possible. The delivery is complete once the order has been left in line with those instructions or handed to any person at the delivery address, and any person who accepts the order at that address is treated as authorised to receive it. Fit Healthy Chef is not responsible for orders that are stolen or interfered with after the delivery has been completed, or for deliveries that could not be completed because access to the address was not available. 9. Storage after delivery Meals are delivered chilled and must be refrigerated immediately on arrival. Fit Healthy Chef is not responsible for the condition of meals left out of refrigeration after delivery, including where an order is delivered overnight and collected later in the morning. 10. Business addresses Deliveries to a business address are completed only while the business is open. Customers who want an order left at the door of a workplace regardless of opening hours should contact info@fitandhealthychef.com in advance so the delivery can be arranged. 11. Damaged deliveries If an order arrives damaged, contact Fit Healthy Chef within 12 hours of delivery with a clear description of the issue, photos of the damaged meals or items, and one photo showing all meals together as delivered, which the courier partner requires before a claim can be lodged. Claims accepted by Fit Healthy Chef are normally resolved with store credit for a future order rather than a cash refund. Customers who are not satisfied with that resolution should contact the business so a fair outcome can be agreed. Nothing in this section limits any right to a repair, replacement or refund available under the Australian Consumer Law. 12. Missing items, late or failed deliveries If an item is missing, or a delivery is late, incomplete or not delivered, contact Fit Healthy Chef as soon as possible with the order number, delivery date and delivery address. These issues are assessed under the Refund and Cancellation Policy, which sets out when a refund, partial refund, store credit, replacement or redelivery may be offered. 13. Courier notifications Deliveries are carried out by third-party couriers. Where the courier provides SMS or email notifications, those messages are sent by the courier and Fit Healthy Chef does not control whether or when they arrive. Customers who have not received a notification should contact info@fitandhealthychef.com so the status of the order can be checked. 14. Third-party couriers and events outside our control Fit Healthy Chef uses third-party couriers for delivery and, to the extent permitted by law, is not responsible for delays or handling once an order has been collected by the courier. This includes delays caused by weather, traffic, courier capacity or availability, incorrect or incomplete delivery details provided by the customer, and other events outside reasonable control. 15. Cancellations after the cut-off Orders cannot be cancelled after the cut-off that applies to the selected delivery day, because production and packing have already started. Requests received before the cut-off are handled under the Refund and Cancellation Policy. 16. Changes to the delivery service Fit Healthy Chef may suspend, restrict or withdraw the delivery service for an area, for a period of time or for a specific address, without prior notice, including for operational, safety, courier or security reasons. 17. Consumer rights Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy available under the Australian Consumer Law that cannot be excluded. 18. Contact Delivery questions, damage claims and changes to delivery instructions should be sent to info@fitandhealthychef.com with the order number and delivery date. 19. Changes to this policy Fit Healthy Chef may update this policy when delivery zones, fees, delivery partners, cut-offs, operating processes or legal requirements change. The latest version published on this page applies from the time it is made available.