To receive an order the following day it must be placed by 12 pm on the previous day. All pickup orders will be from our retail shop at 11-21 Wingfield Street Footscray.
For home delivery, orders are needed to be placed prior to 12 pm for delivery the next day. Minimum of $120 purchase is required and there is fee of $10 charged. Delivery is for inner Melbourne Metro only at this stage. You will be contacted by staff with the delivery time.
For Click and Collect service, there is a minimum requirement purchase of $50 with a $3 packing and handling fee.
Please provide your address and any special instructions in the Notes section and we will endeavor to accommodate you with all your requests
Please do not hesitate to contact us on 9689 3400 should you have further questions.
Delivery terms and conditions
For online orders, we are business as usual and will update you on the progress of your order via email.
How we deliver
What are your delivery time frames?
Once you’ve received your order confirmation email, please allow:
- Metro delivery: Next day if you place your order before 12 noon the previous day. We usually deliver between 10 am - 3 pm time frame.
- Please ensure you at home, we will text you on the mobile number you provide some 30 minutes prior to delivery.
We always strive to ensure on-time delivery, but there may be instances when packages may be delivered past the estimated time allocated.
Can I change my delivery address after my order has been placed?
Once you receive your shipping confirmation email, it may be possible for the driver to change your delivery address or redirect your order. Please contact our office directly.
If your order can’t be delivered it will be returned to our store.
What is authority to leave?
When you give authority to leave, you’re allowing our drivers to leave the package unattended at your address without a signature.
Please note that fresh and frozen seafood need to be placed in refrigeration as soon as possible in order to avoid spoiling so its imperative someone is home to place items in fridge. This is the responsibility of you, our valued customer.
- If the driver believes the location is not secure, they will not leave the package unattended
- If you opt to leave your order unattended, Conway's will not be responsible for any lost or stolen packages
I gave authority to leave, but the driver didn’t leave my package. Why?
Safely delivering your package is Conway’s priority. If the driver believes the location is not secure, they will not leave the package unattended.
What if I’m not home when my order arrives?
If you provide authority to leave during checkout, you’re allowing our driver to leave the package unattended at your address without a signature.
- If the driver believes the location is not secure, they will not leave the items unattended
Will I have to sign for my delivery?
If you provide authority to leave during checkout, you will not be required to sign for your delivery. We are aiming for contactless delivery. We may on occasion take a photo to confirm delivery of order.
If you don’t provide authority to leave, you may be required to sign for your delivery.
I didn’t pick up my package, and it’s been returned. What happens now?
Please contact office to make alternative arrangements.
The driver has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?
In rare cases we may not be able to deliver to certain addresses that our drivers deem to be unsafe, inaccessible or in certain remote areas; e.g. narrow dirt roads, steep driveways etc. In these instances, our carriers are often not aware of the issue until they attempt the delivery.
We acknowledge that failed deliveries are disappointing for our customers and ask that if you do live in a location which is difficult to access, please use the delivery address of a local post office or newsagency to collect your order from.
Once an order has been delivered and accepted, we will not accept returns or refunds.
Refund of items out of stock
Due to high demand, sometimes we may sell out of the item you have requested in your order. If this is the case, you will be notified via an email confirmation in the morning of your delivery day and on the delivery docket of any items we were not able to fulfill. We will refund this item from your order and send you an email to notify you that the refund has been processed. Or alternatively, we will contact you and discuss a different product that might suit your needs.
SEND US YOUR QUESTION
At peak times it may take 1-2 business days to reply to your query.
Call us on 96893400 for any query or questions.