Shipping policy

Thank you for shopping with TOM NAGY. As a trusted retailer specializing in premium frozen goods, our team adheres to stringent cold-chain logistics standards for every order. We aim to deliver all frozen products with precise order matching, professional temperature-controlled packaging and consistent logistics efficiency, ensuring every item arrives fresh, intact and meets quality standards within standard delivery windows.

1. Order Processing Standards

After successful order confirmation, all frozen product purchases will undergo thorough quality inspection, specialized cold preservation packaging and formal warehouse dispatching within 1-3 business days, excluding weekends and national public holidays. During peak promotional seasons with elevated order volumes, routine processing timelines may be extended. Customers will receive timely official alerts if notable shipping delays occur.

2. Shipping Fees & Delivery Timeframes

Shipping costs for all frozen merchandise are dynamically calculated based on order weight, quantity and international delivery destinations. All exact logistics charges will be clearly presented on the checkout page prior to payment, delivering full cost transparency for every shopper.
Estimated delivery times: Standard Shipping: 7-14 business days
All listed delivery durations are reference estimates and do not constitute guaranteed arrival times. Actual parcel delivery speed may fluctuate due to courier service disruptions, customs clearance progress, inclement weather, cross-border logistical limitations and regional holiday schedules.

3. Shipment Confirmation & Tracking Access

Once your frozen goods order completes cold-chain packaging and officially departs our warehouse, you will receive an automated shipment confirmation email featuring exclusive parcel tracking credentials.
Real-time tracking data and logistics status updates will typically go live and be accessible for customer self-inquiry within 24-48 hours after the shipping carrier completes parcel registration and system synchronization.

4. Delivery Address Liability Clause

Customers bear full responsibility for verifying the accuracy and completeness of their shipping address information during checkout. TOM NAGY accepts no liability for misdelivered, lost or returned parcels resulting from erroneous or incomplete address details provided by customers. Any shipments returned due to address discrepancies will incur additional reshipping fees payable solely by the purchaser.

5. Transit Loss and Damage Resolution

If your frozen goods parcel is confirmed lost during cross-border cold-chain transit, please reach out to our support team within 7 days of your expected delivery date to initiate a formal logistics investigation. For orders received with damaged packaging, thawed goods or quality defects caused by transit issues, please submit clear photographic evidence of damages within 48 hours of delivery. Our team will conduct a full review and resolve all issues promptly.

6. Frozen Product Handling Guidelines

Every frozen product is equipped with tailored low-temperature storage and handling guidelines to preserve its freshness, texture and quality post-delivery. All frozen items must be stored and managed in strict compliance with the provided instructions. TOM NAGY disclaims all liability for product spoilage, deterioration or damage caused by improper customer storage, temperature mismanagement or unauthorized product use.

7. International Shipping & Customs Terms

International cold-chain shipments may be subject to destination-specific import duties, customs taxes and clearance fees per local governmental regulations. All such supplementary charges are the exclusive financial responsibility of customers and are not included in product prices or standard shipping expenses.

8. Official Support Contact Details

For any questions or concerns regarding this Shipping Policy and your order’s logistics status, please connect with our dedicated customer service team via the official information listed below:
Trade Name: TOM NAGY
Phone Number: +61 2 6621 5852
Email: info@tomnagy.shop
Physical Address: 174 Ballina Road, Alstonville New South Wales 2477, Australia