Shipping Policy

Delivery & Shipping Information

Thank you for shopping with Sugarlean. Below you’ll find general information about how we process, pack and deliver your order within Australia and internationally.

If you need more detail, please also refer to our full Shipping Policy page.

Order Processing

  • Orders are usually processed and dispatched within [1–2 business days] after payment is received.
  • Orders placed on weekends or public holidays will be processed on the next business day.
  • During busy periods, promotional events or holidays, dispatch times may be slightly longer.

You will receive a shipping confirmation email with tracking details once your order has left our warehouse.

Australian Delivery

We offer reliable shipping across Australia.

Shipping Methods

  • Standard Shipping – Delivered via [Australia Post / Courier Name].
    Estimated delivery: [X–X business days] depending on your location.
  • Express Shipping – Delivered via [Australia Post Express / Courier Name].
    Estimated delivery: [X–X business days] for most metro areas.

Shipping Rates

  • Standard Shipping: from $[amount] AUD
  • Express Shipping: from $[amount] AUD
  • Free Standard Shipping on orders over $[amount] AUD (after discounts, within Australia only).

Final shipping costs will be calculated at checkout based on your address and order size.

Remote & Regional Areas

Deliveries to remote or regional locations may take a little longer than the estimated timeframes. In some cases, only Standard Shipping may be available.

International Delivery

We do offer international shipping to selected countries; however, options and costs can vary depending on your location and the size of your order.

To arrange an international delivery:

  • Please contact us before placing your order so we can confirm:

    • Whether we can ship to your country

    • Estimated delivery time

    • Shipping costs and any special packing requirements

You can reach us at info@sugarlean.com.au or via our Contact Us page, and we’ll provide a personalised shipping quote and guidance for your destination.

Please note: any customs duties, taxes or import fees charged by your local authorities remain the responsibility of the customer.

Tracking Your Order

Most orders come with tracking:

  • Once your order has been dispatched, you will receive an email with your tracking number and a link to track your parcel.
  • Please allow up to 24 hours for tracking information to appear after you receive your tracking email.

If you have not received your tracking details after a reasonable time, please check your spam/junk folder or contact us.

Delivery Issues & Lost Parcels

If your order is delayed, missing or shows as delivered but you cannot locate it:

  1. Please first check with household members, neighbours and your local post office.
  2. If you are still unable to find your parcel, contact us at info@sugarlean.com.au with your order number and tracking details.

We will work with the courier/postal service to investigate. Resolution times can vary depending on the carrier’s investigation process.

Incorrect Address & Returned Parcels

Please ensure your delivery address is entered correctly at checkout.

  • If an order is returned to us due to incorrect or incomplete address, unclaimed parcel, or failure to pay customs/duties, we can reship the order once any return shipping and re-delivery fees are paid.

  • Alternatively, we may offer a refund for the order value excluding original shipping costs (subject to product condition and our returns policy).

Warm Weather & Heat-Sensitive Items (If applicable)

Some products may be sensitive to heat during transit.

  • We pack orders carefully; however, once dispatched, we cannot control weather conditions or how long a parcel may be in transit.

  • Please consider your local climate and choose Express Shipping where possible during hot periods.

Need Help?

If you have any questions about shipping or delivery before or after placing your order, don't hesitate to get in touch with us here.

We’re happy to help you with delivery estimates, tracking, or any other questions about getting Sugarlean products to your door.


Last update 05/12/2025

General

What’s the difference between Sugarlean vs Sugarless vs Little Joy?

Sugarlean
Made with Low GI cane sugar — a better-for-you alternative to regular sugar treats, focused on lower-GI sweetness (not sugar-free).

Sugarless Confectionery
Sugar-free confectionery — made for customers specifically avoiding sugar (often chosen by diabetics / keto / low-sugar shoppers depending on the product).

Little Joy
Made with regular sugar (not Low GI, not sugar-free) — and it’s our fun, everyday vegan treat range.

What is the shelf life?

Most of our products have a long shelf life (typically around 12–24 months, depending on the item). The exact Best Before date is printed on each pack/carton, and we aim to supply stock with plenty of dating remaining for retail sale.

Product Brands

Which brand is best for my store/customer type?

Contact us and we’ll connect you with your local rep, who can recommend the best range for your store and customers.

What makes your brand better than other sugar-free candy brands?

Sugarless is sugar-free, Sugarlean is Low GI cane sugar, and Little Joy is vegan fun treats — so customers can easily pick what suits them.

Are your products sugar-free?

Not all of our products are sugar-free — only the Sugarless Confectionery range is sugar-free. Sugarlean uses Low GI cane sugar, and Little Joy is made with regular sugar.

Ordering

What is the minimum order amount (MOQ)?

MOQs vary by region and product mix. Please contact us and we’ll put you in touch with your local representative or rep manager to confirm the minimum order for your area.

Can I mix different products in one order?

Absolutely Yes! You can mix different products and brands in one order.

Just head to the “Make an Order” page, browse the ranges, choose your box quantities, and add everything into My Order before submitting.

Can I change or cancel an order after submitting?

Yes — sometimes, depending on where your order is in the process.

If your order hasn’t been picked/packed or dispatched yet, we can usually help you update or cancel it. Once the order is in packing or already dispatched, changes may not be possible.

Best tip: contact us as soon as possible after submitting with your order details so we can help quickly.

Stock & Backorders

What happens if an item is out of stock?

If something is unavailable, we’ll let you know during confirmation. You can choose to:

  • remove the item,
  • swap to another product,
  • or backorder it (if available).

If something is out of stock, can we place it on backorder?

Of course, yes!
A backorder is when an item is temporarily out of stock, but you can still request it to be supplied once it’s available again.

Some items may be available for backorder. If so, we’ll confirm the expected restock timeframe and whether it will ship separately or with your next order.

Shipping & Delivery

Where do you ship to?

We ship Australia-wide (and other regions if arranged). If you’re outside our standard zones, contact us for options.

How long does delivery take?

We dispatch as quickly as possible, depending on your location and order volume, and once shipped we’ll provide tracking where available. Delivery is usually 3–5 business days after dispatch, with remote or regional areas sometimes taking slightly longer.

What courier do you use?

We use trusted courier partners depending on destination and carton requirements. We’ll confirm this when your order is shipped.

What if my order arrives damaged or missing items?

If your order arrives with any issues, please contact us shortly after delivery with your order details and a couple of photos. We’ll investigate quickly and work with you to resolve it.