How can we help you?
In-store Pick Up
Can I pick up my order?
Absolutely, select 'Pick Up' at check out. Order's need to be placed 24 hours prior to pick up.
We will only hold your order for 2 business days, once it is ready for Click and Collect. This is due to the nature of what we sell.
Hamilton Island Deliveries
How do I receive my delivery?
Unfortunately, Hamilton Island deliveries do not qualify for Free Shipping. Once you've placed your order, you will receive an invoice for freight, which is calculated based on a per-box rate. Our dedicated Warehouse Pickers make every effort to maximize the packing of your items, but never at the expense of the quality of your produce. Our priority is to ensure the freshness and quality of your order while striving to keep freight costs as reasonable as possible.
How do I choose which time I would like to receive my Order?
When you reach the checkout, please select the "In-Store Pick Up" option. We offer two convenient time slots for ferry deliveries to Hamilton Island. In the morning, you can choose between the 10:30 AM and 11:35 AM slots, which align with the ferry departures from the Port of Airlie. If the afternoon suits you better, we have time slots available at 3:05 PM and 4:50 PM.
To ensure that your goods are received at the Ferry Terminal on Hamilton Island, we request that you provide us with an Australian mobile phone number when placing your order. This phone number is essential as our Delivery Drivers will need to contact the designated recipient to coordinate the delivery and provide information regarding the number of boxes being delivered.
Required information on your order
Please make sure to enter this information in the comment section during the checkout process:
" To be delivered to Hamilton Island on Monday 11th Sept on the 1135am departing ferry from POA "
This will help us coordinate your delivery accurately and have your order ready for the specified time. If you have any additional instructions or specific requirements, feel free to include them in the comment section as well.
How do I receive Free Delivery?
Our Free Delivery Fee is to orders* over $50.00 to anywhere within our delivery schedule.
*This does exclude Hamilton Island deliveries.
Orders between $20.00 to $49.99 will incur a $10.00 delivery charge.
What suburbs do you deliver to?
DELIVERY DAYS (between 10:00am - 5:00pm)
Monday to Friday
- Airlie Beach
- Cannon Valley
- Mount Julian
- Shute Harbour
- Sugar Loaf
- Dingo Beach
- Hideaway Bay
When will my order arrive?
Orders are delivered between 9:00 am to 5:00 pm Monday to Friday on the designated delivery schedule. Please check the schedule for your suburb delivery day.
If you place an order on the day which delivery is due, please know your order will be sent on the next delivery day. We are unable to pack and delivery the same day.
Can I request a delivery time?
How will my chill or frozen goods to packed?
Any chilled or frozen items are packed in a standard cardboard box and may spoil if left unattended for long periods of time.
If you have an esky you would like to leave outside, our drivers can pack any chill or frozen goods into these at your request. Please leave a note in the comment section at check-out so we know to do so.
If you have ticked you agree to our terms and conditions at check out, The Prickly Pineapple will not be responsible if your items have perished.
I will not be home after placing my order. Can I change my address?
There are 2 ways you can do this:
- If you have created an account you can update your address there.
- Please contact us immediately where you can provide us with authority to leave, or in some (select) cases adjust the delivery time
What is your refund & return policy?
We cannot accept returns or exchanges on any food products. If you have received an item that is not of premium quality, please contact us within 12 hours of your delivery.
We do not accept refunds on the basis of mistakenly ordering an item or misreading an item.
If an item was missing from your order but still on your invoice, or damaged during transport, you can request a refund or credit by emailing us at firstname.lastname@example.org
Please read all product descriptions carefully. We do not offer refunds if you misread a product description. If you are still unsure regarding a product please contact us prior to your order so we can provide the correct information.
Items advertised in our seasonal boxes are not permanent and vary each week according to seasonal availability (unless otherwise stipulated) as per the product descriptions. We cannot offer any refunds on this basis.