FAQ's

BEAR COFFEE PTY LTD

1. Company Information

Who are we?

BEAR COFFEE PTY LTD is an Australia-based company specialising in premium coffee machines, grinders, and spare parts.

Registered Company Name: BEAR COFFEE PTY LTD

ACN: 668 276 462

ABN: 67 668 276 462

Registered address: Unit 4/1 Bluegum Way, Menai, NSW, 2234, Australia

Email: info@bearcoffeemachine.com.au

Phone: +61 452 293 886

Live Chat: Available on the website

Business Hours: Monday–Friday: 9:00 AM–5:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Saturday: 10:00 AM – 2:00 PM (GMT+10:00) Australian Eastern Standard Time (Sydney)

Sunday: Closed

2. Do You Ship Internationally?

Yes. We ship within Australia and internationally to many countries worldwide.

International delivery times and customs procedures may vary depending on destination.

3. What Products Do You Sell?

We sell:

Coffee Machines
Coffee Grinders
Commercial & Home Coffee Equipment
Genuine Spare Parts & Accessories

All products are 100% authentic and sourced from trusted manufacturers.

4. Are Your Products Genuine?

Yes.
All products sold on our website are original, genuine, and brand-authentic.
We do not sell counterfeit or refurbished items unless clearly stated.

5. What Currency Are Prices Displayed In?

All prices on our website are displayed in Australian Dollars (AUD).

6. Are Duties or Customs Fees Included?

No.
Product prices do not include:

Import duties
Customs fees

International customers are responsible for any fees charged by their local customs authority.

7. How Do I Place an Order?

Select your product
Add it to the cart
Proceed to checkout
Enter shipping and payment details
Confirm your order

You will receive an order confirmation email after successful payment.

8. What Payment Methods Do You Accept?

We accept secure payments via:

Visa, MasterCard, American Express, UnionPay, JCB, Shop Pay, Google Pay, Apple Pay, and PayPal

All payments are processed through SSL-encrypted secure gateways.

9. Is My Payment Information Safe?

Yes.
We do not store or access your credit/debit card details.
All transactions are encrypted and handled by certified payment processors.

10. Order Processing Time

Processing time: 1–2 business days (Mon - Sat)
Orders placed before 2:00 PM (GMT+10:00) Australian Eastern Standard Time (Melbourne) are processed the same business day
Orders placed after cut-off, on weekends, or public holidays are processed the next business day

11. Where Do You Ship From?

All orders are shipped from our Australian warehouse at 88 bath road kirrawee 2232, Australia.

12. Delivery Time

Australia Shipping Options:

Express: 1–4 business days (Mon - Sat) – AUD $12.50. Total Delivery time (Processing + Transit Time): 2-6 Business days (Mon - Sat).
Standard: 2–8 business days (Mon - Sat) – AUD $10.50. Total Delivery time (Processing + Transit Time): 3-10 Business days (Mon - Sat).

International Shipping (Other Countries):

Standard: 6–27 business days (Mon - Sat) – AUD $22.50. Total Delivery time (Processing + Transit Time): 7-29 Business days (Mon - Sat).

Delivery times may vary due to customs clearance or courier delays.

13. Will I Receive a Tracking Number?

Yes.
Once your order is dispatched, a tracking number will be emailed within 24 hours.

14. Customs, Duties & Import Taxes

International shipments may be subject to customs inspections.
Customers are responsible for:

Import duties
Customs fees
Local taxes

These charges are not controlled by BEAR COFFEE PTY LTD.

15. What Is Your Return Policy?

You may request a return within 30 calendar days of delivery, provided that:

The item is unused
In original packaging
In resalable condition

Proof of purchase is required.

16. Do You Offer Exchanges?

No.
We do not offer direct exchanges.
If eligible, return the item for a refund and place a new order.

17. How Long Does a Refund Take?

Once the returned item is inspected and approved, refunds are processed within 7 business days (Mon - Sat) to the original payment method.

18. What If My Item Is Damaged or Incorrect?

If your item arrives damaged, missing, or incorrect:

Contact us within 48 hours of delivery
Provide your order number and clear photos

We will arrange a replacement or refund after verification.

19. Do Your Products Come With a Warranty?

Yes.
Our products include warranties under Australian Consumer Law (ACL).

Typical coverage:

Coffee Machines & Grinders: 12 months
Spare Parts: 6 months

Warranty does not cover misuse, wear and tear, or unauthorised repairs.

20. Does This Warranty Limit My Legal Rights?

No.
Our warranty is provided in addition to your rights under Australian Consumer Law and does not exclude statutory protections.

21. Can I Cancel My Order?

Orders may be cancelled within 24 hours of purchase, provided the order has not been processed or shipped.

22. What Are Customer Responsibilities?

Customers must:

Provide accurate shipping and contact information
Track their shipment
Follow return instructions
Comply with local import laws and regulations
Avoid fraudulent or unlawful activity

23. Do You Monitor Fraudulent Activity?

Yes.
We actively monitor orders for suspicious or fraudulent activity and reserve the right to delay, cancel, or refuse orders when necessary.

24. How Can I Contact Customer Support?