Frequently Asked Questions (FAQ)

We process orders during weekdays. If you order during the week, we will process it that day or the next one. If you place your order on the weekend, we will get to it on Monday morning.

Need more info? Read our full shipping policy.

You should have received an email from Australia Post or Aramex at the time of processing and delivery to the carrier. Check your email and spam. If you haven't received one or deleted it by accident, contact please contact us and we will help.

30-Day Return Window: You have 30 days from delivery to request a return if your items arrived damaged, defective, or if we sent the wrong product.

Product Rules:

• Consumables (Coffee, Tea, etc.): Only refundable if deemed faulty or if we made an error in fulfillment. We do not accept returns for change of mind.
• Equipment/Accessories: Accepted for return within 30 days if unused, undamaged, and in the original packaging.

To Start a Return: Please email us immediately with your order number, a detailed description of the issue, and photographic proof. Check our full Returns Policy for detailed instructions and terms.

Check our returns policy for more information.

At this time, we offer Standard Shipping via Australia Post (domestic orders) or Aramex (Cairns orders). Shipping charges are calculated at checkout based on the weight of your items.

Please refer to Australia Post or Aramex website for delivery time frames.

Need an Urgent Order?

If you require expedited shipping (e.g., Express Post), please place your order using the Standard option and immediately contact us by replying to your order confirmation email.

Fi or Lance will personally review your request, calculate the exact Express Post cost difference, and send you an invoice for the upgrade. We will ensure your order is prioritized and sent out as quickly as possible.

Sipping Duck offers more than just exceptional coffee—we offer a partnership built on quality, transparency, and hands-on support.

• Unbeatable Quality: We specialize in sourcing and small-batch roasting premium high-altitude specialty coffee (our core product). We guarantee weekly freshness to ensure the perfect result for your business.
• Personalized Partnership: You work directly with the owners, Fi or Lance. We provide genuine, tailored support, from profile consulting to custom order fulfillment. We are not a corporate supplier; we are your dedicated coffee partners.
• Commitment to Sustainability: We are passionate about sustainability and ethical sourcing. We work to minimize our impact and ensure our beans are sourced with transparency. You can proudly share this commitment with your customers.
• Flexibility & Support: We understand the needs of your business. We offer reliable delivery, and can discuss training, equipment support, and custom blend creation.

We offer a personal service that large suppliers simply cannot match. Ready to talk? Enquire and Become a Partner

Yes, we offer tailored product training and comprehensive support to ensure your coffee shines!

Our priority is to help your team achieve the full potential and signature flavour profile of our specialty beans. Fi or Lance will personally provide on-site training to optimize extraction, grinder settings, and quality control specific to Sipping Duck coffee.

• Training Location: We are happy to conduct training either at our dedicated roastery premises or at your café (we prefer to train on your own equipment).
• Equipment Support: We can advise on the best equipment for your needs and connect you with trusted local technicians for setup and maintenance.

Important Note on Barista Experience:

Our training is designed to elevate the performance of experienced baristas. We require that our wholesale partners employ staff who already possess foundational barista skills. We focus on getting the most out of our beans, but we cannot teach general barista experience—the learning curve for new team members is lengthy and should be managed under the supervision of your experienced staff.

Yes, we offer custom blending and private labelling solutions for businesses focused on building their own brand authority.

This service is ideal for established businesses (such as specialised retailers, restaurants, or large corporate brands) that require a unique, high-quality coffee product but do not need the retail marketing and partnership benefits of stocking the Sipping Duck brand.

Our Custom Blend Service Includes:

• Bespoke Blends: We consult with you to develop a unique blend profile that matches your brand identity and target demographic, or you can choose from our existing selection.
• Private Labelling: We handle the small-batch roasting, packing, and fulfilment, ready for you to apply your own exclusive label and branding.
• Dedicated Supply: We ensure a consistent supply of your custom blend, roasted fresh and delivered reliably.

If your primary focus is on brand building and exclusive product ownership, a custom blend is the perfect solution. Enquire here to discuss your specific needs with Fi or Lance.

Amazing! We can't wait to hear from you and begin building your coffee program.

We have made the next step easy; simply visit our dedicated Partnership Enquiry page and submit your details. This helps Fi or Lance understand your specific business needs (Café, Retailer, or Workplace) immediately.

Start Your Wholesale Enquiry Here

Once submitted, we guarantee a personal response from our team within one business day to discuss your coffee needs, equipment support, and custom options. Let's do this!

You can find all addresses, detailed operating hours, and directions on our Visit Our Cafés Page

Yes, absolutely! Both locations offer complimentary high-speed Wi-Fi, indoor and outdoor seating, and ample customer parking for a relaxed experience.

A Note on Accessibility: Our cafés are not currently wheelchair accessible, as there is one step at the entrance. We welcome guests to bring and use a portable ramp if they have one available, and our team will be happy to assist you at the entrance.

Our food menu is simple, seasonal, and delicious. Most importantly, everything is made in-house! We feature specialty drinking chocolates, fresh pastries, and unique savoury items, all created with love (including our house-made spices!).

Yes! We always encourage visitors to pick up fresh retail bags directly at any of our café locations. You'll get to choose from our latest selection of single-origins and blends!

We Grind To Order: For maximum freshness, we are happy to grind your coffee beans to your exact specifications right at the counter. Just let our team know what brewing equipment you use (e.g., espresso, French Press, or pour-over), and we will grind it fresh for you on the spot!

We do not take reservations. Our seating areas are designed to welcome all guests at any time, and we find that there is almost always a place to sit down and enjoy your coffee.

We are typically able to accommodate small groups on a first-come, first-served basis. If you are planning to visit with a very large group (more than 8 people), please contact the relevant cafe so we can provide advice on the best time to visit!

For quick, local questions (menu, seating, hours), feel free to call the café. For all wholesale, online order, or support inquiries, please use the contact form or email. Our café team is focused on serving in-store guests, but Fi or Lance will personally respond to your message within one business day.