Shipping Policy

Effective date: 9 October 2025
Last updated: 16 February 2026

This policy explains how AcrossThePondFoods.com (“Across the Pond Foods”, “we”, “us”) handles order processing, shipping, delivery estimates, tracking, customs, and issues in transit. Your statutory rights are not affected.

Dispatch origin: All orders ship from Cabra Business Park, Thurles, Co. Tipperary, E41 WY66, Ireland.
Contact: hello@acrossthepondfoods.com

1) Where we ship

We ship worldwide, with a focus on delivering British & Irish favourites to customers in the United States, Canada, Australia and Europe (Austria, Belgium, France, Germany, Italy, Netherlands, Spain, Switzerland). Available destinations and services are shown at checkout.

Shipping Carrier: We partner with UPS to ensure timely and safe delivery.

2) Processing time (before dispatch)

• Orders are typically processed and dispatched within 1–2 business days (Monday–Friday, excluding Irish public holidays).
• During peak periods (e.g., Black Friday/Cyber Monday, Christmas) processing may take longer.
• If an item becomes unavailable after you order, we’ll notify you promptly and offer a refund for the affected item(s) (see Refund & Returns Policy).

Note: Processing time is separate from the carrier transit time shown below.

3) Delivery Estimates (After Dispatch)

Estimated transit times vary by destination and service. These are typical delivery ranges and not guarantees:

Actual delivery times may be shorter or longer depending on:

• Carrier performance
• Customs clearance
• Local delivery conditions
• Weather disruptions
• Peak-season shipping volumes

Europe (Estimated 3–8 Business Days)

For the following European destinations, estimated transit time is 3–8 business days:

Switzerland

Austria

Belgium

France

Germany

Italy

Netherlands

Spain

4) Shipping rates & services

• Shipping costs are calculated at checkout based on destination, weight/volume, and service.
• All available options and prices are shown before you pay.
• Some items (e.g., bulky/heavy products) may incur a surcharge, clearly shown at checkout.
• Please note that delivery charges apply to all orders, as we do not offer free delivery at this time.

Shipping Information
Shipping rates vary by destination and order weight.

• United States: Shipping starts at $12.95 for orders up to 1 kg.
• Australia: Shipping starts at $20.00 for orders up to 1 kg.
• Canada: Shipping starts at $16.00 for orders up to 1 kg.

For orders over 1 kg, additional charges apply based on the destination country and total package weight. Final shipping costs are calculated at checkout.

5) Tracking

• When your order ships, you’ll receive a dispatch email with tracking details (where applicable).
• Tracking visibility may vary after the parcel enters the destination country; please allow 24–48 hours for scans to appear.

6) Address accuracy & changes

• Please provide a complete and accurate shipping address (including apartment/suite numbers and correct postal/ZIP code).
• If you need to change an address after ordering, contact us as soon as possible. We’ll do our best, but changes may not be possible once an order is processed.

7) PO Boxes, forwarding services & remote areas

• Some carriers cannot deliver to PO Boxes, freight forwarders, or remote locations. If this applies, we’ll contact you to arrange an alternative address or service.
• Orders sent to freight forwarding addresses are shipped at your own risk beyond the first delivery point.

8) Warm-weather & perishable items

• Heat-sensitive items may soften or melt in transit during warmer months. We pack thoughtfully, but once in transit we cannot guarantee products won’t be affected by heat.
• Consider selecting faster services for heat-sensitive products.

9) Customs, duties & taxes

• Orders shipped to the US will have all tariffs paid by us Acrossthepondfoods.com at point of shipping. You the customer will not pay any additional fee after checkout. The price you see displayed on our website is the total price you will pay to receive your goods!
• Orders shipped within the EU are not subject to import duties, taxes, and fees.
• Orders shipped outside the EU (excluding US) may be subject to import duties, taxes, and fees levied by your local customs authority.
• Unless explicitly stated at checkout, these charges are not included in our product prices or shipping fees and are the recipient’s responsibility.
• Customs processing can add time to delivery estimates. We have no control over local decisions by customs or carriers.
• If you decline to pay applicable charges, the parcel may be returned or destroyed by authorities (see Section 12 and our Refund & Returns Policy for how refunds are handled in these case
• Customs processing can add time to delivery estimates. We have no control over local decisions by customs or carriers.
• If you decline to pay applicable charges, the parcel may be returned or destroyed by authorities (see Section 12 and our Refund & Returns Policy for how refunds are handled in these cases).

10) Delivery, authority to leave & signatures

• Carriers may require a signature or may offer Authority to Leave (ATL) depending on service and local practices. If ATL is used, risk of loss passes on delivery to the address provided.
• If you need a service with signature, please select it at checkout (where offered).

11) Split shipments

Large orders may ship in multiple parcels. You’ll receive tracking details for each parcel (where available).

12) Missed delivery, return-to-sender & refused parcels

• If a parcel is returned to us due to an incorrect/incomplete address, repeated missed deliveries, refusal to pay duties/taxes, or failure to clear customs, we will refund the item price once received back in sellable condition, less:
  1. the original outbound shipping cost;
  2. any return shipping/carrier fees billed to us; and
  3. a reasonable handling fee where incurred.
• Perishable goods that cannot be returned or are destroyed by authorities are non-refundable.

(See also our Refund & Returns Policy for full details.)

13) Lost, delayed, or damaged shipments

• If your order appears delayed or lost, please check tracking and contact the carrier first, then contact us with your order number.
• For damage in transit, email us within 7 days of delivery (earlier is helpful for claims) at hello@acrossthepondfoods.com with:
  • your order number,
  • photos of the outer packaging, shipping label, and affected item(s), and
  • a brief description of the issue.
• We’ll help file a claim and offer an appropriate remedy (replacement, refund, or store credit) per our Refund & Returns Policy.

14) Prohibited & restricted items

Local import rules vary by country and may restrict certain foods or ingredients. You are responsible for ensuring that ordered items are lawful to import to your country. Orders seized or destroyed by authorities for regulatory reasons are not refundable (see Refund & Returns).

15) What we guarantee and what we don’t

• We guarantee to dispatch eligible orders with the shipping service you select.
• We do not guarantee delivery by a specific date, as transit depends on carriers, customs, weather, and seasonal volumes.
• We never charge undisclosed fees. The total we can calculate (items + shipping + any taxes/fees we can calculate) is shown before payment. For non-EU orders, duties/taxes assessed on import are typically payable by the recipient unless stated otherwise at checkout.

16) Contact

Questions about shipping? Reach us at hello@acrossthepondfoods.com with your order number.

17) Changes to this policy

We may update this policy periodically. Changes will be posted on our website with a new effective date. Material updates will be highlighted where appropriate.