Customer Service

Customer Service Information

Shipping & Delivery
We ship almost exclusively via Australia Post and TNT (in some circumstances)
With one or two exceptions, every package we ship has a tracking number which can be used at  to track your shipment.
For standard shipping we have a flat rate system for orders to many areas up to 21kg gross weight  - $7 for the Sydney postal zone and $12 for most other locations (exceptions may include parts of North West Australia, Western Australia, Northern Territory and Tasmania). Orders over 21kg will be quoted individually. Note: Qstore customers pay normal shipping normal costs, usually indvidually quoted.
We ship five days a week, and in most cases your order will ship the next business day after receiving it.
We offer optional transit insurance with most shipments, and for orders over $250 net, insurance is compulsory. All packages shipped without insurance are at the customers risk.
If the customer instructs Australia Post to leave the package unsigned for if their premises are unattended, the customer assumes all risk.

Privacy & Security
All parts of the store that deal with perrsonal information in any way are secured and the data encrypted. Confirmation of that can be seen by the 'https' in your browsers address bar, and the presnece of the 'lock' symbol elsewhere in your browsers display.

We are committed to protecting your privacy.
We will only use the information that we collect about you lawfully - in accordance with appropriate State and Federal laws of Australia.
Our full privacy policy can be seen here.

Returns & Replacements
Green coffee
All green coffee is supplied as-is. Coffee is a crop and may contain other organic (examples of other crops, animal droppings, etc) or inorganic matter (stones, pieces of concrete, etc) from origin. We recommend you thoroughly check your green beans for items that may damage grinders or impact the quality of your roasts.

Roasted coffee
All our roasted coffee is roasted on site and checked for foreign objects before packing.We state the roast date on all our roasted coffee, along with a suggested time period for consumption.We stand by our roasted products, and any roasted coffee that is deemed by a customer to be sub-standard or not matching the advertised description, we will happily replace or refund.The cupping notes offered as part of the description of our roasted coffees are the result of a subjective tasting experience by ourselves or our agents. The consumer may or may not experience the same combination of individual taste elements.

Other items/equipment
All the brewing equipment and other hardware sold by Ministry Grounds comes with the original manufacturer's warranty.
All claims within a warranty period should first be made to Ministry Grounds Coffee.

We ask that all orders be placed via the web store, even if initial enquiries are made by email or phone.
Registered customers can place items on their wish list for later purchase, and customer accounts - including order history and rewards points balance are always accessible through the customer login on any page.
When you place an order, you will receive an order confiormation email to the address provided in the account or at the checkout.
If you paid via Credit Card you will also receive an email from our Credit Card processor, Eway and a copy of the paid Tax Invoice
A shipment email will be sent when the order is shipped or is ready for pick up.

Payment, Pricing & Promotions
Ministry Grounds Coffee accepts payment for order by credit card (Visa, MasterCard, American Express), Direct Deposit, Cash, Money Order or Cheque.
Money Orders and cheques may be subject to a $2 surcharge. American Express payments are subject to a 3% surcharge.
Credit card payments are debited to the card at the time of purchase.
Orders paid for by Direct Deposit, cheque or money order may not be shipped until payment is confirmed or cleared into our bank account.
An alternative method of payment for customers nervous about submitting credit card details online can be made by selecting Direct Deposit as the payment method, then, when you receive the order confirmation email, you will find details of how to pay by Credit Card using a phone-based automatic payment system.
Refunds for returns will be made via the method that payment was made, except for small amounts of $20 or less, where Ministry Grounds reserves the right to refund via a credit to the customer's store account or by issuing a Ministry Grounds Gift Certificate for the same value
We endeavour to keep our prices to a minimum. Green beans are all priced by the same formula, meaning our mark up on expensive beans is the same amount as lower priced beans.Should any error occur in pricing on the website, we will honour the lower price.
Ministry Grounds Coffee reserves the right to withdraw a promotion without notice or to change its conditions.

Viewing Orders
Customers with a store account can view their order history anytime through the customer login. Orders can be confirmed or edited at any stage in the ordering/checkout process up to the last confirmation stage.

Updating Account Information
Customers are encouraged to make updates of contact information to their account promptly to avoid mis-deliveries and bounced emails.

Customers are always welcome to contact us through the Contact page with any questions or concerns..