Ordering & Delivery
Customer Care
We’re here to make sure your TROPA experience is seamless, from checkout to first pour.
Our Customer Care team is available Monday–Friday, 9:00 AM–5:00 PM Australian Eastern Time. We aim to respond within 24–48 hours during business days. Messages received over the weekend or on a public holiday will be answered once the team returns.
For help with an order, please email hello@tropatequila.com and include your order number.
Order Confirmation & Availability
Once your order has been placed, you’ll receive a confirmation email containing your order details. This confirms that your order has been received but is not a shipping notification.
All orders are subject to product availability. On rare occasions, an order may be adjusted or held for up to seven days while inventory is replenished. If this affects your order, our Customer Care team will be in touch.
Processing, Shipping & Delivery
Please allow 3–5 business days for your order to be processed and prepared by our warehouse. This handling period begins on the next business day after your order is placed and does not include weekends, public holidays or Australia Post transit time.
Once your order has left the warehouse, you’ll receive a separate shipping confirmation email with Australia Post tracking information. Please allow a short period for the tracking link to become active.
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As TROPA contains alcohol, the named recipient must be at least 18 years old and show valid identification when accepting the delivery.
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A signature is required. Your order cannot be left unattended or in a safe place.
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Please monitor your tracking and make sure the named recipient is available to receive the order.
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If delivery is missed, Australia Post will take the parcel to a designated collection point and provide collection instructions.
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The named recipient will need to present valid identification and sign when collecting the parcel.
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If the parcel is not collected within Australia Post’s collection window, it will be returned to our warehouse. Please contact hello@tropatequila.com so we can help arrange redelivery. Additional shipping charges may apply.
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Delivery times vary depending on the destination. Most orders arrive within one week of dispatch, although regional locations, peak periods and carrier delays may require additional time.
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Orders containing multiple bottles may arrive in separate packages. If so, you’ll receive tracking information for each shipment.
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Once an order has been dispatched, we cannot guarantee address changes. Redirect or rerouting requests may result in additional fees, delays or the parcel being returned.
Breakage & Packaging
Every TROPA bottle is inspected before leaving our warehouse and carefully packed in protective packaging.
Our bottles are made entirely from ceramic, so while breakage is rare, it can occasionally happen during transit. If your bottle arrives broken, chipped or leaking, please email hello@tropatequila.com as soon as possible and ideally within five business days of delivery.
Please include:
We will, of course, arrange a replacement bottle or refund for any bottle that arrives damaged.
Because every TROPA bottle is handmade, subtle variations in the ceramic finish, shape, glazing and detailing are natural. These differences are part of the bottle’s individual character and are not considered damage.
Nothing in this policy limits your rights under Australian Consumer Law.
Returns & Cancellations
Due to alcohol regulations, we cannot accept change-of-mind returns once an order has been delivered.
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Cancellation requests must be submitted within 24 hours of purchase.
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Once an order has entered warehouse processing or been dispatched, we cannot guarantee that it can be cancelled.
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Approved cancellations after the initial 24-hour period may be subject to a 5% restocking fee.
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If an order is returned because it could not be delivered or collected, any approved refund may be issued minus the original shipping costs, return shipping charges, a $15 per-box return fee and a restocking fee of up to 10%.
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These deductions do not apply where a product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Delivery Issues & Claims
If your order is missing, damaged or shown as delivered but cannot be located, please contact hello@tropatequila.com so we can assist with the Australia Post enquiry.
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Please report delivery issues as soon as possible and ideally within five business days of the recorded delivery date.
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Some claims require an Australia Post investigation and may take approximately 2–4 weeks to resolve.
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Our Customer Care team will keep you updated throughout the process.
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Claim outcomes may depend on Australia Post’s investigation and available tracking or signature records.
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These timeframes and processes do not limit any rights you may have under Australian Consumer Law.
Bottle Variations
TROPA bottles are handmade, so no two are exactly alike. Subtle variations in the ceramic, label placement, finish and packaging are part of what makes each bottle individual.
Bottle volume and packaging may vary between markets due to local regulatory and distribution requirements. The volume applicable to your Australian order will always be displayed on the product page and bottle label.
All TROPA Australia orders are fulfilled through our trusted fulfilment partner.
