Shipping Policy

1. Order confirmation

After you place an order, ProChef will send a confirmation to the email address supplied at checkout. Keep this email as proof of purchase and check that the products, quantities and delivery details are correct.

2. Processing times

Processing time is the time ProChef requires to prepare an order for dispatch. Orders are generally processed within 4–5 business days after payment has been authorised and verified. Some orders may dispatch within 3 business days, while others may take up to 7 business days.

If we become aware of a delay, we will contact you using the details supplied with your order.

3. Delivery locations

ProChef delivers throughout Australia. International shipping is not offered as a standard checkout option.

If you require international delivery, contact ProChef before placing your order to discuss whether a special arrangement is possible.

Same-day delivery is available for eligible Sydney metro addresses, subject to the terms below.

4. Shipping rates and delivery estimates

ProChef will provide an available delivery method, estimated timeframe and charge during checkout or after reviewing the order where a manual freight quote is required.

Delivery estimates begin on the date of dispatch, not the date the order was placed. They are a guide only and are not guaranteed. Carrier operations, product availability, dispatch location, weather, public holidays and other unforeseen circumstances may affect delivery. ProChef will make reasonable efforts to deliver your order as soon as possible and keep you informed of material delays.

Same-day delivery — Sydney metro only

• Cost: $300.
• Orders placed by 11:00 am Monday–Friday may arrive the same business day when the same-day option is available and purchased.
• Orders placed after 11:00 am are expected to arrive on the following business day.
• Availability is subject to the product, stock location, delivery address, payment clearance and carrier capacity.

Standard shipping

• Cost: $200.
• Estimated delivery: 4–5 business days.
• The checkout or approved freight quote is the final shipping charge for the order if product weight, size, destination or delivery requirements affect the rate.

Important delivery notes

• A business day is Monday to Friday, excluding public holidays.
• Delivery dates are estimates.
• Delivery timing depends on the carrier, destination, delivery method and products ordered.
• Dispatch and delivery do not ordinarily occur on weekends or public holidays.
• You are responsible for providing complete and accurate delivery details. ProChef is not responsible for delivery to an incorrect address caused by inaccurate information supplied with the order.
• Products may be sent in separate shipments and may arrive on different days.
• Pickup dates vary according to product availability and warehouse location.
• Transit time is the period between an order leaving the dispatch warehouse and reaching its destination through the carrier network.
• Shipping charges may depend on product weight, dimensions, destination and delivery method. Applicable charges will be displayed at checkout or supplied in an approved freight quote.
• Some products ship directly from supplier warehouses and may experience additional delays.

5. Damage during delivery

Inspect the packaging and product as soon as the delivery arrives. If there is visible damage, note it with the driver where possible, retain all packaging and contact ProChef immediately using the details below. Include your order number and clear photos of the packaging, shipping label and damaged area.

6. International customs, duties and taxes

Where ProChef agrees to an international order, the shipment may be subject to import duties, fees and taxes imposed by the destination country. Customs processing may delay delivery.

ProChef does not control customs processes or charges and is not responsible for duties, taxes or other fees applied to an international shipment. The customer is responsible for all duties, taxes, customs requirements, levies, costs and expenses associated with importing the products.

7. Tracking

ProChef aims to provide clear shipment updates. Once your order has been dispatched, you will receive tracking information where tracking is available for the selected carrier and service.

8. Missing or lost packages

If tracking shows that a package has been delivered but you cannot locate it, first check around the delivery location, with building management and with neighbouring premises, as carriers may leave packages in a safe place.

If you still cannot find the order, contact ProChef promptly with your order number and tracking details so we can investigate with the carrier.

9. Warranty freight

Back-to-base warranty applies to items that can be safely carried in a standard vehicle. These items must be returned, or sent by prepaid freight, to the place of purchase, ProChef’s nearest authorised service agent or another location nominated by ProChef. Delivery to ProChef or its service agent is at the customer’s care and expense, subject to rights that cannot be excluded under Australian Consumer Law.

Warranty service for non-portable items is carried out during normal business hours, 8:00 am–5:00 pm. Covered travel is limited to 50 km from ProChef or its service agent. Credit for replacement parts will be issued only after the returned part has been received, examined and determined by ProChef to be defective.

For further information, contact ProChef’s service team using the details below, or Contact ProChef.

10. Pickup

Pickup may be available from supplier warehouses, depending on the product purchased. ProChef will provide the pickup location and instructions after the order has been processed. Do not travel to a pickup location until ProChef confirms the order is ready.

Pickup terms

• Pickup orders must be paid in full at least 24 hours before collection.
• At collection, you must sign a pickup form confirming that the item has no visible external damage.
• Once an item has been collected, ProChef does not cover warranty claims relating to external damage.
• If the product is tested onsite and you confirm that it is operating before collection, a warranty claim made within the first 7 days will be investigated individually on a case-by-case basis.
• If you unpack the product onsite, you must collect and remove all packaging and rubbish.

11. Questions

For questions about dispatch, delivery, tracking or pickup, contact ProChef using the details below.