Delivery Policy

Sugar Pony

ABN: 17592755493

Last updated: November 30, 2025

Sugar Pony is a home-based small business, so we appreciate your understanding of our process and delivery times. Our sweet treat bouquets are made to order and as such have a 3-5 business day processing turnaround before dispatch.

Location

We are located in Ballarat, Victoria. Unfortunately pick up is not available, however we offer free delivery within 10km of the Ballarat CBD. This is an option at checkout. Local deliveries will still adhere to our standard processing times for the bouquet creation.

The Basics

We work with a number of couriers to be able to deliver our bouquets Australia-wide. We do not ship internationally.

Delivery cannot be made to PO Boxes.

Deliveries are not offered for Saturdays, Sundays or Public Holidays.

Unfortunately, we do not offer same or next-day delivery.

Delivery Timeline

Due to using third party couriers, we can only give an estimated delivery timeframe of 1-4 business days from when the gift leaves us. Remote and some regional locations may take longer. We cannot guarantee specific times of day for delivery either as these depend on each courier’s routes.

Postage Costs

We offer free local delivery within 10km of Ballarat CBD and a flat rate of $20 per bouquet for anywhere else. Postage costs are high given the space the bouquets require for packaging and safe travel, unfortunately this is an expense we cannot control.

The couriers we use have their own policies and guidelines. If a destination doesn’t fall within our couriers’ delivery areas there may be an additional cost and you will be notified. For remote and some regional deliveries, the recipient may need to collect from their nearest Australia Post outlet. They will be notified if collection is required.

Delivery Preparation

Our bouquets are wrapped in cellophane before being packaged for transport. They are shipped in a cardboard box with plenty of fill to limit movement and reduce the risk of damage. We clearly label the boxes with “fragile” and “this way up” stickers to encourage safe and gentle handling.

Every care is taken to provide a safe journey for your bouquet to its’ destination however once it leaves us, we are not responsible for unforeseen circumstances including delays, damage, theft or incorrect sorting.

We try to minimise the impact of heat on your bouquet through our packaging, however, if exposed to extreme temperatures the chocolates could melt in transit. For this reason, we may elect to postpone delivery during extreme heat weeks. You will be notified of estimated delivery if this is the case.

Damage in Transit

Sometimes despite using reliable couriers, things can still go wrong and damages may occur. If your gift arrives damaged from transit, contact us within 1 day of delivery so we can investigate with our couriers and organise a replacement to be delivered. We require photos of the gift as delivered, showing the damaged box as well as how the gift itself looks once the box was opened and the bouquet taken out. You can email your photos to info@s ugarpony .com.au to start the replacement process.

Please see our Refunds & Returns Policy for more information.

Delivery

We don’t give refunds when the delivery policy hasn’t been read! Please ensure all information you provide on the order form is correct. Make sure the confirmation email lists the correct details too. Make sure the delivery address is correct and list a mobile number for the recipient in case we need to contact them. There can be delays or re-direction required from incorrect information, which leads to additional delivery fees on you. If the gift is delivered at the wrong address but it is the one you gave us, we cannot recover the item and it will not be eligible for replacement or refund.

While we prefer someone to be home to receive the gift, if this is not possible it will be left in a safe place if the courier delivery driver sees fit. If the driver feels the gift may not be safe being left they may take it to a local depot or Australia Post outlet for collection. If the driver is unable to access the property to leave the gift due to dogs, locked gates or other reason, they may take it to a local depot or Australia Post outlet for collection. The delivery driver does not call when they are at the property.

Please note a re-delivery fee may apply if a re-delivery is required.

Delivery Queries

We track all parcels that we send out and will investigate with our couriers if there seems to be an issue.

If you have any queries about your delivery, please contact us at info@s ugarpony .com.au

We appreciate you reading and understanding our Delivery Policy. We look forward to sending joy to your loved one!