Will we be charged for freight costs?
Keep ordering as you always have, we do not charge freight for order more than $100.00 ex GST.
Will my delivery arrive at the normal time?
Provided your order was sent before the cut-off (10 AM), it will be dispatched that very same day! Some deliveries will arrive earlier than usual some a little later than usual.
When do I need to have my order in by? When is the cut-off?
There is no change to your order cut-off time, BUT, if you miss it we will simply dispatch the following day. Remember 10 am for same-day dispatch.
What happens if the order doesn’t arrive when we expect it to?
You will receive an email with tracking information on your order. If that doesn’t give you the info you need, our Client Support team is there to help! Please keep in mind, that standard courier lead times apply. For the best outcome, order before the 10 am cut-off time so we can dispatch your order the same day!
What about nitro kegs?
Our nitro kegs will either be delivered by a point-to-point courier. We do have some exciting, game-changing developments coming to the keg and nitro program ..but more on that another time.
What courier company will you use?
We will use a variety of courier services depending on your location and freight profile. Currently with the service of Startrack as a courier.
What if we need a second delivery?
No change to the process. Second deliveries will be dispatched via courier as usual. We do not charge freight for orders more than $100.00 ex GST, if your second order is less than $100.00 ex GST the delivery cost will be on-charged.
What if the courier company loses our order or it arrives damaged?
If the unthinkable happens and we can not track down your delivery, P&R will take care of it. We will handle all of the correspondence with the courier company, and dispatch another order to ensure you never run out of coffee!
What about in an emergency? Who will deliver my coffee?
We will continue to use point-to-point courier services to get coffee to you in an emergency situation. Just remember to contact us before you are down to your last bag! ** Charges may apply. Your Coffee Specialist recommends a 4-day buffer when ordering, best to phone our team before you dig into your buffer so we can coordinate the quickest solution for you!
What happens if the order that arrives isn't correct?
If the unthinkable happens and your order doesn't seem to be right P&R will take care of it. In most cases, we will use a point-to-point courier to replace the goods or have them dispatched the next day depending on how short you are in stock. More information on this can be found by heading to help.pabloandrustys.com.au
Can I request a delivery window?
Unfortunately, at this stage, it’s a no, but get to know your driver as they sometimes have flexibility on the delivery runs. If your delivery day is having a negative impact on your operations let us know and we’ll endeavour to find a solution.
Can I request special delivery instructions?
If you have any specific requests please add these to your order comments when placing the order in the Wholesale portal, our team will ensure they are added to your delivery note.
What happens if my shop closes before my delivery arrives?
If your shop closes prior to your delivery, generally your order will be placed on the first delivery run the following day. In cases where your cafe does close before 5pm, we recommend holding a buffer of stock and never letting your supply run lower than this quantity. Deliveries can be made from 7am-5pm, you will notice a pattern in your delivery time as the orders become more frequent.
What if my cafe is closed on a particular weekday each week?
If we have been able to deliver your order on a set day each week, continue to order as you always have and the courier will deliver accordingly.
If you have any questions please contact your Business Specialist or our Client Support Team.
Helpful information on the retirement of the van as well as many more FAQs, tips, and tricks can be found at help.pabloandrustys.com.au