2-Hour Delivery Terms

We want your order to arrive quickly, safely and discreetly. In the rare instance something goes wrong, we’re here to help.

Delivery address and access

2-hour delivery requires a physical street address—we cannot deliver these orders to PO Boxes.

Please provide an accurate address, mobile number and clear access instructions, including unit numbers, entry codes and any directions needed to find you.

Discreet packaging

Your items arrive in a stapled brown paper bag with your first name on the bag, keeping the contents discreet and your order easy to identify.

Store hours, preparation and tracking

2-hour deliveries are prepared by our Cannon Hill, Capalaba, Margate and Stafford stores. Orders are packed and dispatched during store trading hours only. Orders placed overnight or outside trading hours are prepared once the serving store opens.

Our Brisbane stores open Monday–Tuesday 9:30am–7pm, Wednesday–Saturday 9:30am–9pm, and Sunday 10am–6pm, subject to public-holiday changes. Same-day order cut-offs and delivery availability are shown on our 2-hour delivery information page and confirmed at checkout.

During store trading hours, you’ll usually receive an SMS with your Uber tracking link within 30 minutes, once the store has booked your delivery. If you haven’t received a link or it won’t open, reply to your confirmation email or contact the serving store so we can help.

Orders arriving from more than one store

Some 2-hour orders are fulfilled from more than one location. You may receive separate delivery notifications and a different PIN for each driver. Please check each notification or SMS and give each driver the matching PIN when receiving that parcel.

Tracking and receiving your order

Please follow your tracking updates, be available to receive your parcel and respond to driver calls or messages.

For a secure handover, give the Uber driver your delivery PIN when you receive your parcel. Please don’t share it before receiving your order.

Unattended deliveries

If you would prefer your parcel left unattended—for example, in a lobby or reception area—please contact us beforehand to confirm whether this can be arranged. A delivery note does not automatically override the PIN requirement.

Where you expressly authorise an unattended delivery and the driver correctly follows the agreed instructions, subsequent loss or theft is at your risk.

Collecting your delivery promptly

Please collect your parcel promptly once notified of its arrival—ideally within a few minutes, particularly from a lobby or shared area. This expectation also applies if the driver leaves your parcel without requesting the required PIN.

If the location is unclear, unsafe or inaccessible, or you cannot find your parcel, contact us promptly so we can help.

A driver bypassing the PIN does not automatically make any loss your responsibility. We’ll review the delivery instructions, tracking and circumstances with Uber.

In the rare instance something goes wrong

If your delivery fails or items are missing, please contact us promptly. We reserve the right to take a reasonable opportunity to investigate with Uber and the driver, locate your items and confirm whether the original delivery can be completed or returned before arranging another delivery.

We’ll keep you updated and, after a reasonable opportunity to investigate with Uber, arrange a replacement item or another delivery at no extra cost where the issue wasn’t your fault. We won’t leave you waiting indefinitely for a replacement item or another delivery.

If Uber is responsible

If a driver error causes the problem, we’ll make it right at no extra cost to you after a reasonable opportunity to investigate.

If the original delivery cannot be resolved promptly, we’ll arrange a replacement, subject to stock and delivery availability. If replacement isn’t possible or suitable, we’ll discuss a refund or another remedy you’re entitled to. You won’t need to pursue our claim with Uber yourself.

If customer details or availability cause the problem

If incorrect details, unclear or unavailable access, or not responding to reasonable delivery attempts causes a failed delivery, you may need to cover another delivery.

If those circumstances also mean the original items cannot be recovered, replacement item costs may apply—not just a redelivery fee. We’ll explain the circumstances and costs before you decide to proceed.

Not viewing tracking alone does not make a driver’s mistake your responsibility.

Nothing in these terms limits any rights you have under applicable law.