FAQs

How soon will I receive my order? 

We aim to pack orders within 3-5 business days. Sometimes this can push out to 7 business days during peak season and promotional periods. Please note that when selecting Express Shipping it does not reduce the packing times. Express post only applies to delivery and does not speed up production time. You will be required to allow our standard production timeframes on all orders (except Rush Orders which are purchased at an additional cost to jump ahead of the queue and be shipped within 2 business days). Once your order has been fulfilled you will receive a tracking number via email. Please note that orders to WA, NT & rural areas can often take longer to receive. Please email us for any queries regarding your order at info@gumdroplollyshop.com (please be advised that we cannot always respond straight away, however we will endeavour to get back to you within 3 business days). 

If you have selected Pick Up, please don't come to collect your order until you have received an email or a text to say it is ready for collection.

What does Rush Order mean?

When you select Rush Order at the checkout it means your order will jump ahead of the queue and will be priority packed and shipped out the next business day. Using Rush Order will also have your order shipped using Express Shipping meaning Australia Post will deliver it to you faster than standard shipping.  

What happens if you run out of stock while packing my order? 

If we run out of stock of a particular lolly, our staff reserve the right to substitute the out of stock item for another lolly choice similar to your selections, or include more of what you've selected to make up the weight. Due to the volume of orders we receive, we may not always contact you if an item is out of stock. You may receive a note in your order if there was something out of stock at the time of packing. Please be advised if you have not informed us of any dietary requirements, a lolly containing allergens may be selected. No refunds or replacements will be granted for customers who do not inform us of specific packing requirements. If multiple lolly selections have not been filled, we may email or text you notifying you. If we do not hear back from you by the date specified in the message, our staff will make another selection to ensure there are no delays in getting your order shipped out to you.

What if my item is damaged or lost during transit, or gets delivered to the wrong address?

If your parcel or items are damaged or lost during transit you will need to contact Australia Post and lodge a claim for compensation. Once your package leaves us, it is out of our control and no longer in our hands. We ensure all parcels are packaged to a satisfactory condition and we ensure there is no damage to items prior to it being packed for shipping. Any damage that occurs during transit is not our responsibility and we do not offer refunds or replacements for such circumstances. 

If your item is delivered to the incorrect address, you will need to contact Australia Post. Our system automatically prints out shipping labels based on the address you enter when ordering. If a parcel has been delivered to the wrong address we are not at liberty to offer a replacement item or refund. You will need to contact Australia Post and lodge a claim for compensation. Please check your address is correct prior to placing your order as any parcels that are shipped to the wrong address or returned to sender will not be refunded or replaced. If you request your items be re-sent you will be invoiced a re-send postage fee and once this has ben paid we will be able to reschedule your items for redelivery. If after 30 days the invoice hasn't been paid the system will automatically cancel the order and no refund or replacement will be granted. 

Where are you located and do you have a store?

We are located in Caloundra, Sunshine Coast QLD. Our opening hours are 9am - 3pm Monday - Friday and 9am - 1pm Saturday & Sunday.

What payment methods do you have?

We offer a range of payment methods; Visa, Mastercard, American Express, PayPal, Afterpay, ZipPay & ZipMoney. 

What are Pick & Mix Packs?

Our Pick & Mix Packs are out most popular item! As their name suggests you have the option of 300g, 500g and 1kg packs to choose from. In these packs you get approx. 100g of each lolly you choose to make up the weight of the pack you selected. These lollies are mixed altogether into a yummy pack for your enjoyment! Please note: unfortunately we do not allow double-ups of lolly selections. If you have selected the same lolly multiple times our staff will make another selection. We generally don't contact customers unless 3 or more of the same selection has been made, however this is also not always possible due to the volume of orders we receive and time constraints. If we have contacted you and do not hear back from you by the date specified on the email, our staff will make another yummy selection for you. 

What is the buy 1kg get 1kg free promotion?

Our current buy 1kg get 1kg free promotion is only valid for 1kg Pick & Mix packs. This does not include the excess 1kg packs in the clearance section. For the promotion to be valid, you must select 1kg Pick & Mix pack and the free kilo will automatically be added to your cart. Please note you must purchase 1kg to receive the free kilo. All selections need to be made with different selections as we are unable to double up on lolly choices. To reduce our plastic usage, your free 1kg will be packed into the same foil-fresh bag, so you will receive 2kg in the one pack. Separate packaging can be arranged upon request. Please email info@gumdroplollyshop.com.

Do you have Gluten Free and allergy friendly options?

Yes we have a gluten free collection. All products within this collection are added according to the information provided on the manufacturer's packaging indicating gluten free products. The gluten free lollies within the Pick & Mix range are indicated with GF. Please note all nutritional and allergen information comes straight off the manufacturer's packaging and we cannot be held liable for any issues arising from packaging information. 

Our products are stored and packed in an area that also stores and packs other products containing allergens such as dairy, egg, sesame, peanuts, tree nuts, soy, wheat, gluten and other allergens. Please contact us if you have any dietary requirements or packing requirements. 

Can I get a refund on my order?

We do not offer a refund for change of mind once your item has been packed and shipped. Pick & Mix orders are packed based on your selections so we do not offer a refund for change of mind. If you receive your order and are not happy with it, please contact us at info@gumdroplollyshop.com. In some cases, a refund may be issued for change of mind prior to your order being packed. In some cases, Management may issue a store credit where eligible. 

What is the GST Tax?

The Goods and Services Tax (GST) is a broad-based government tax of 10% on most goods, services and other items sold or consumed in Australia, for businesses that turnover above a certain amount. *Please note this is not money taken by us, but a Government required tax. GST is included in the price of our products so there are no nasty surprises at the end. The total tax amount of your order will still be displayed at the checkout. For more information please see the following link https://www.ato.gov.au/business/gst/