Help Center

Standard shipping is free on orders of $150 or more. For orders under $150, standard shipping is $15.95.

Priority Post rates are shown at checkout. Orders over 5 kg in actual or cubic weight, or deliveries to some rural and regional areas, may incur additional charges. If an additional charge applies, we’ll contact you before dispatch. You can accept the charge or cancel the order for a full refund.

Check the postcode list.

We primarily send orders with Australia Post. We may use another delivery partner where it’s better suited to your parcel or location.

Priority Post is available where eligible. You can see the available options and prices at checkout. Once your order has been dispatched, we’ll email you a tracking link when one is available.

Yes, we deliver to PO boxes as well as residential and business addresses within Australia. Please enter your full delivery address at checkout. Available shipping options will be shown before you pay.

We currently deliver within Australia only. International shipping is not available at checkout.

We usually pack and dispatch orders within 1–2 business days. Delivery time then depends on your location and the shipping option you choose at checkout.

You’ll receive a tracking link when your order is dispatched, if tracking is available. Delivery estimates can change due to carrier delays, peak periods or weather.

If your order is taking longer than expected, email ketodirect@gmail.com with your order number and we’ll look into it.

Most orders include tracking. When your parcel is dispatched, we’ll email you a tracking link if one is available.

If you haven’t received a tracking email, check your spam folder. You can also contact us at ketodirect@gmail.com with your order number and we’ll help you locate your parcel.

Chocolate can soften or melt in hot weather while in transit. If extreme heat is forecast for your delivery area, we may contact you to discuss whether you’d prefer us to delay dispatch.

Please arrange for someone to receive the parcel where possible and move chocolate to a cool place promptly. If your chocolate arrives damaged or in poor condition, email ketodirect@gmail.com with your order number and photos so we can help.

If the product page has a “Notify me” option, enter your email address and we’ll let you know when it’s back in stock.

You can also email ketodirect@gmail.com with the product name and quantity you’re after. We’ll let you know what we can about its availability.

If there’s a problem with an item you received, email ketodirect@gmail.com with your order number and a description of the issue. Photos are helpful where the item is damaged or incorrect. We’ll review it and explain the next steps.

Your rights under Australian Consumer Law apply if a product is faulty, damaged or does not match its description. We don’t offer refunds simply because you’ve changed your mind.

Please email ketodirect@gmail.com with your order number and tell us what happened. If an item arrived damaged, include photos of the item and packaging if you can. If something is missing or your parcel hasn’t arrived, we’ll check your order and delivery details and help resolve the issue.

If a parcel is returned because it could not be delivered or collected, contact us so we can discuss redelivery options and any applicable costs. This does not affect your rights under Australian Consumer Law.

Yes, your rights under Australian Consumer Law still apply to sale items. If a sale item is faulty, damaged or does not match its description, email ketodirect@gmail.com with your order number so we can help.

We don’t offer refunds on sale items simply because you’ve changed your mind.

We’ve heard from people who have seen ads for “Keto Direct” diet pills or recurring diet pill charges. These are not products or charges from our store. Keto Direct sells keto and low-carb food at ketodirect.com.au.

If you’re unsure whether a charge came from us, email ketodirect@gmail.com with the details, but please don’t send your full card number. If you suspect an unauthorised charge, contact your bank or card provider immediately and report it to Scamwatch.