Shipping Policy

Last updated: October 28, 2025

Where we ship

We ship worldwide, with a focus on delivering British & Irish favorites to customers in the United States, Canada, and Australia.

Dispatch origin

Orders are packed and dispatched from our facility in Acrossthepondfoods.com, Thurles, Co. Tipperary, Ireland. acrossthepondfoods.com

Processing time

• We aim to dispatch orders within 1–2 business days (Monday–Friday, excluding Irish public holidays).
• During peak periods (e.g., Black Friday/Cyber Monday, Christmas), processing may take slightly longer.

Delivery estimates (after dispatch)

Estimated transit times vary by destination and the service selected at checkout:

• United States: ~2–10 business days
• Canada: ~2–12 business days
• Australia: ~2–15 business days

Note: These are typical estimates; actual delivery can be quicker or slower depending on carrier performance, customs clearance, local delivery conditions, and peak-season volumes.

Shipping rates & services

• Shipping costs are calculated at checkout based on destination, order weight/volume, and the service chosen.
• You’ll see all available options and prices before you pay.
• Some items (e.g., bulky or heavy products) may incur a surcharge shown at checkout.

Order tracking

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

Address accuracy & changes

• Please ensure your shipping address is complete and correct (including apartment/suite numbers and the 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 aren’t always possible once an order is processed.

PO Boxes & remote areas

• Some carriers cannot deliver to PO Boxes or remote locations. If that applies, we’ll contact you to arrange an alternative address or service.

Warm-weather & perishable items

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

Customs, duties & taxes (outside the EU)

• Orders shipped outside the EU (including the US, Canada, Australia) may be subject to import duties, taxes, and fees charged by your local customs authority.
• These extra charges (other than shown at the checkout) are not included in our prices or shipping fees and are the recipient’s responsibility.
• Customs processing can add time to delivery estimates.

Missed delivery, return-to-sender & refused parcels

• If a parcel is returned to us due to an incorrect/incomplete address, repeated delivery attempts, or refusal to pay customs charges, we can refund the product cost once the parcel is received back in sellable condition.
• Original shipping fees aren’t refundable, and return shipping or customs return fees (if any) may be deducted from the refund.

Lost, delayed, or damaged shipments

• If your order appears delayed or lost, please check tracking and contact the carrier first, then reach out to us with your order number.
• For damage in transit, contact us within 48 hours of delivery with photos of the packaging and items so we can help file a claim and make it right.

Split shipments

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

Holidays & peak seasons

• Delivery networks are busier around major holidays; please order early to avoid disappointment.