Shipping policy

Last updated: 18 July 2026

UpCup makes ordering professional café branding simple. You choose the products and design concept/collection that suit your café, and we arrange the professional printing and delivery directly to your nominated Australian address.

This Shipping Policy explains how UpCup orders are produced, dispatched and delivered. It applies to physical products purchased directly through the UpCup website.

Shipping within Australia

UpCup currently delivers to eligible addresses throughout Australia, including metropolitan, suburban and many regional locations.

We deliver café posters, window graphics, A-frame signs, A-frame inserts, counter strut cards and complete café branding kits to locations across:

• Western Australia;
• New South Wales;
• Victoria;
• Queensland;
• South Australia;
• Tasmania;
• The Australian Capital Territory; and
• The Northern Territory.

Delivery availability and estimated delivery times may vary depending on the product, parcel size, delivery postcode and accessibility of the destination.

Free Australia-wide shipping

Standard shipping is free Australia-wide on eligible UpCup orders unless otherwise stated on the product page, during checkout or as part of a specific promotion.

Additional charges may apply where:

• An express or upgraded delivery service is selected;
• The delivery address is incorrect or incomplete;
• A parcel needs to be redirected or delivered again;
• The destination requires a specialist or unusually expensive freight service;
• A delivery falls outside our standard service area; or
• A product is subject to specific freight conditions disclosed before purchase.

Any applicable delivery charge will be displayed during checkout before payment is completed.

How UpCup orders are produced

UpCup products are professionally printed after an order is placed. They are not held as finished, ready-to-dispatch stock.

An order generally moves through the following stages:

1. Order received: Your payment and order information are confirmed.
2. Order reviewed: We check the selected products, quantities and available order details.
3. Personalisation approved: If applicable, any required proof or personalised information must be approved.
4. Printing and finishing: Your products are professionally printed, cut and finished.
5. Packing and dispatch: The completed products are packed and provided to a delivery carrier.
6. Delivery: The carrier transports the order to your nominated address.

Production time and delivery time are separate parts of the overall estimated timeframe.

Production time

Production time begins after:

• Full payment has been received;
• All required order information has been provided; and
• Any required personalisation or proof has been approved.

Production times vary depending on the product, material, finish, quantity and production workload. Larger or more complex café branding kits may take longer to produce than an individual poster or counter display.

Where an order includes multiple products, each product may have a different production time.

Estimated delivery times

The estimated delivery timeframe shown across the site are an estimate only unless UpCup expressly confirms otherwise in writing.

Estimated delivery timeframes are calculated using available production and carrier information. They may be affected by:

• The type and quantity of products ordered;
• Printing and finishing requirements;
• Personalisation or proof approval;
• The delivery location and postcode;
• Regional or remote-area transit times;
• Courier network conditions;
• Seasonal demand;
• Public holidays;
• Severe weather or natural events; and
• Other circumstances outside our reasonable control.

Business days generally exclude Saturdays, Sundays and Australian public holidays. Public holidays affecting the production or delivery location may extend the estimated timeframe.

Calculated from the day you place your order, these estimated timeframes include the time required to produce, dispatch and deliver your UpCup products.

Estimated timeframe	4–6 business days	7–8 business days	9–12 business days
Area	ACT	NSW: Regional	NT
	NSW: Metro	QLD: Regional	QLD: Remote
	SA: Metro	SA: Regional	WA: Remote
	TAS: Metro	TAS: Regional
	VIC	WA: Regional
	QLD: Metro
	WA: Metro

Please note: The delivery timeframes shown are estimates only and are not guaranteed. They may be affected by courier or other unforeseen delays.

Orders placed after 5:00 pm AWST, on a weekend or on a public holiday will be processed from the next business day.

Orders needed for a particular date

If you require your café branding for an opening, promotion, landlord inspection, seasonal campaign or another important date, please order as early as possible.

Unless expressly confirmed by UpCup in writing, estimated delivery dates are not guaranteed. We recommend allowing additional time for production, delivery, inspection and installation.

Please do not schedule an installer or make time-sensitive commitments until you have received and inspected the complete order.

Personalised orders and proof approval

If a product includes personalisation, café details or another customer-approved element, production may not begin until the required information and approval have been received.

Delays in submitting information, responding to questions or approving a proof may change the estimated production and delivery dates.

Customers are responsible for checking the spelling, punctuation, contact details, dimensions and other information shown in any proof before approval.

Split shipments

Products within the same order may be produced at different facilities, completed at different times or require different packaging and delivery services.

As a result, one order may be divided into two or more shipments. For example, a poster, window graphic, A-frame sign and counter strut card may arrive in separate parcels and on different days.

Split shipping allows completed products to be dispatched without necessarily waiting for every other product in the order to be ready.

If you receive only part of your order, check your dispatch notifications and tracking details before reporting an item as missing. Additional parcels may still be in transit.

You will not be charged additional standard shipping fees solely because UpCup or its production partners divide an eligible order into separate shipments.

Order tracking

Where tracking is available, it will be sent to the email address or mobile number provided with your order after the relevant parcel has been dispatched.

If an order is divided into multiple shipments, you may receive more than one dispatch notification and tracking number.

Tracking information may take some time to become active after a shipping label is created. The carrier’s tracking page may not display movement until the parcel is scanned into its network.

Please check your junk or spam folder if you have not received an expected dispatch notification.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please include, where applicable:

• The recipient’s full name;
• The café or business name;
• The shop or tenancy number;
• The street address;
• The suburb, state and postcode;
• A contact telephone number;
• Shopping-centre or building access information; and
• Reasonable delivery instructions.

For shopping-centre cafés, kiosks and managed properties, please confirm whether deliveries must be made through a loading dock, centre-management office, goods lift or another designated delivery point.

Changing a delivery address

If you need to correct or change a delivery address, contact UpCup immediately at hello@upcup.com.au.

We will try to assist, but an address cannot always be changed after an order has entered production, been packed or been dispatched.

A request to change the delivery address is not confirmed until UpCup provides written confirmation.

If a parcel has already been dispatched, the carrier may be unable to redirect it. Additional redirection, return or redelivery charges may apply where the original address supplied by the customer was incorrect or incomplete.

Authority to leave and unattended deliveries

Depending on the carrier, delivery service and destination, a parcel may require a signature or may be left in a location considered safe by the carrier.

If you give authority to leave a parcel without a signature, the parcel may be left at the delivery address in accordance with the carrier’s procedures.

Before granting authority to leave, consider whether the address has a secure, dry and weather-protected location suitable for printed products.

UpCup is not responsible for loss, theft or weather damage occurring after a parcel has been delivered in accordance with the customer’s authority-to-leave instructions, except to the extent that UpCup is responsible under applicable law.

Failed delivery attempts

If no one is available to receive a parcel, the carrier may:

• Leave the parcel in a safe location;
• Leave delivery instructions or a calling card;
• Take the parcel to a collection point;
• Schedule another delivery attempt; or
• Return the parcel to the sender.

The available option depends on the carrier, parcel type, destination and delivery instructions.

Customers are responsible for following carrier instructions and collecting a parcel within any stated collection period.

Incorrect addresses and returned parcels

If a parcel is returned because the customer supplied an incorrect or incomplete address, did not collect the parcel, refused delivery without a valid reason or failed to provide reasonable access, we will contact the customer to discuss the next steps.

The customer may be required to pay reasonable redelivery or handling costs before the parcel is sent again, except where the failed delivery resulted from an error by UpCup or where otherwise required by law.

As UpCup products are printed to order, a parcel returned because of a customer address or access issue does not automatically qualify for a refund.

Shopping centres, apartments and restricted-access locations

Some cafés operate within shopping centres, office buildings, hospitals, airports, food courts or other properties with restricted delivery access.

Before ordering, please check the property’s delivery requirements. UpCup and its carriers may be unable to:

• Deliver directly through a café’s customer entrance;
• Enter a secured or restricted part of a building;
• Wait for lengthy centre-management approval;
• Deliver outside the carrier’s normal service hours; or
• Carry large parcels through the premises to the final installation location.

Unless otherwise agreed, delivery is to the carrier-accessible location at the nominated address. Delivery does not include installation, unpacking, internal placement or removal of packaging.

Regional and remote delivery

We aim to make UpCup products available to café owners throughout Australia. However, regional and remote locations may require additional transit time.

Some products or parcel sizes may not be eligible for every delivery service or destination. If we cannot deliver a product to the address provided, we will contact you to discuss an alternative address, an alternative product or another appropriate solution.

Post office boxes and parcel lockers

Some UpCup products are too large for post office boxes, parcel lockers or standard postal services.

A physical street address that can accept courier deliveries is recommended. If a post office box or parcel locker cannot accept the selected product, we may contact you for an alternative delivery address before production or dispatch.

Delivery delays

Although we work to have orders produced and delivered within the estimated timeframe, delays can occasionally occur.

Potential causes include:

• High production demand;
• Printing or quality-control issues requiring a reprint;
• Carrier network disruptions;
• Incorrect or incomplete delivery information;
• Restricted access to the delivery location;
• Severe weather, fire, flood or other natural events;
• Public holidays and peak seasonal periods; or
• Other events outside our reasonable control.

If we become aware of a material delay, we will make reasonable efforts to provide an update using the contact information associated with the order.

A delay does not automatically entitle a customer to a refund. However, UpCup will provide any remedy required under the Australian Consumer Law or other applicable law.

Late orders

If the estimated delivery date has passed:

1. Check the tracking information for the latest carrier update;
2. Check whether the order was divided into multiple shipments;
3. Check around the delivery location and with staff, reception, centre management or neighbouring tenancies;
4. Check for a carrier calling card, email or text message; and
5. Contact UpCup if the parcel still cannot be located.

Please contact us at hello@upcup.com.au and provide your order number and the products that have not arrived.

Lost parcels

If tracking indicates that a parcel has been lost or if the carrier cannot confirm delivery after an investigation, UpCup will assess the circumstances and provide an appropriate solution.

Depending on the circumstances and your rights under the Australian Consumer Law, this may include:

• Locating and redelivering the original parcel;
• Reprinting and replacing the affected products; or
• Providing a refund where appropriate.

We may ask the recipient to confirm that the parcel has not been received and to assist with reasonable information required for the carrier investigation.

Damaged parcels

Please inspect your order as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, keep the product and all original packaging and contact UpCup promptly.

Please provide:

• Your name and order number;
• A description of the damage;
• Photographs of the affected product;
• Photographs of the external and internal packaging; and
• A photograph of the shipping label, where available.

Claims involving damaged, faulty or incorrectly supplied products are handled in accordance with our Return and Refund Policy and the Australian Consumer Law.

International shipping

UpCup currently focuses on printed café branding products delivered within Australia.

International shipping is not currently available through our standard online checkout unless expressly stated otherwise.

Production and delivery partners

UpCup may use third-party printing, production, fulfilment and delivery partners to produce and dispatch orders.

Your purchase is made from UpCup. If you have a question or problem relating to production or delivery, please contact UpCup directly rather than contacting a production partner unless we specifically ask you to do so.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.

If a delivery or product fails to meet an applicable consumer guarantee, UpCup will provide the remedy required by law.

Contact UpCup

If you have a question about production, tracking or delivery, please contact:

UpCup Customer Support
Email: hello@upcup.com.au

Please include your order number so we can assist you as efficiently as possible.