SHIPPING & RETURNS
DELIVERY TERMS AND CONDITIONS
*** COVID IMPACTS: The impacts of the pandemic and local restrictions are causing significant delivery delays in both Australia and international parcels. We’re working hard to arrange dispatch and delivery as quickly as possible. Thank you for your patience and understanding. ***
DISPATCH AND DELIVERY
We process and dispatch all Australia orders within the next business day. Orders can take between 6 business days for deliveries by Australia Post, and up to 10 business days to WA, unless sent via EXPRESS option. Some remote/regional areas may also take longer.
Australia Shipping Rate (orders OVER AU$99 - FREE SHIPPING)
Members automatically get FREE Australia Standard Shipping for orders over AU$99 (max 5kg). In order to receive Free Standard Australia Shipping, you must be signed in to your user account and with a minimum of AU$99 in your cart. Once you are signed in and the minimum spend met, Australia Standard Shipping Fee will be waived automatically. Free shipping of order over AU$99 does not provide EXPRESS option. If items are very heavy (over 5kg), we reserve the right to charge for additional freight costs.
Australia Shipping Rate (order UNDER AU$99)
1. You may choose REGULAR Parcel Post Delivery rate of AU$8.95 up to 3kg (take around 6-14 days).
2. You may also choose EXPRESS Parcel Post Delivery rate of AU$11.95 up to 3kg (take around 1-4 days).
The EXPRESS Australia shipping option can be selected when you check out your items in cart.
Overseas Shipping Rate (Flat Rate AU$22 <0.5kg)
1. You may choose International REGULAR Parcel Post Delivery rate of AU$22 up to 0.5kg (take around 6-14 days).
2. We cannot ship the following items overseas:
- Liquid or powder cleaning products
- Some of the food items eg. seeds
- Some ceramic or fragile products
- Flammable products
- Referring to individual location's custom rules
*Please note that customers who order with overseas shipping address are responsible to follow the requirements and the import duties depending on the designated country's import laws and regulations.
*Upon receipt of overseas orders, we process and dispatch on the upcoming 1st, 15th and 30th of the month or it's next business day if public holiday. Delivery time is estimated to be +8 business days from the dispatch day.
We always strive to handle international shipping for the major metro areas of these locations: Singapore, Malaysia, Hong Kong, China, Taiwan, Macao and New Zealand. However, some of the areas in these locations may require additional charges or special arrangements for delivery. We will inform you by email if it is the case. Other overseas locations please contact us by firstname.lastname@example.org for shipping fee quotation and related arrangement.
*Customers are responsible for paying any freight charges incurred from a refused shipment and unclaimed goods.
SHIPPING COST AUTO-CALCULATOR
To calculate the delivery charge that applies to your order, simply add the products quantity you want into your shopping cart and then add your delivery address into the field on the cart and checkout page. The delivery options that apply to your order will then be shown, including if you qualify for free Australia-wide shipping based on the value of the products in your cart.
TRACKING YOUR PARCEL
If you are having trouble tracking your parcel online via the tracking link or there has been a significant delay in your parcel arriving, please contact our customer service team.
We recommend that your parcel is signed for at the time of delivery. You can also request Post Office to leaves your parcel in a secure location at your delivery address - however this will be at your own risk. Where the address is unattended, a note will be left indicating pickup details at a nearby Post Office. Parcels pick up at the Post Office will still need to be signed for, by anyone who can provide proof that they live at the delivery address, or are authorised to do so.
RETURNS AND DAMAGE
We will accept returns of merchandise within 14 days of purchase for a full refund if they are found to be with a manufacturing/production fault or out of date at no cost to customers.
IMPORTANT - We require that you make a claim within two business days upon receipt of goods so our process can be handled in a timely manner. We will refer the receipt date to the tracking record of Australia Post or couriers. Items must be in their original and unopened packaging status. Please do not leave your claims any later than this as it may not be processed. Please contact us for further information.
What should I do if one or more items in my order is damaged during shipping? Sometimes there are slip-ups and freight is mishandled. Please contact us immediately upon receiving the goods and we’ll make sure we take care of your case quickly. It's a good idea to take some photographs of the damaged contents and packaging and email them to us for our claims process.
For us to make a claim with Australia Post, Australia Post requires that the receiver retains the packaging and damaged items so that you can present them to your nearest Australia Post Outlet in order to process a claim with us. If this was to occur, please keep the damaged packaging and goods until you contact us and we will provide advice from there.
INCORRECT OR INCOMPLETE ADDRESS/INFORMATION
As we use the shipping address you supply us with when placing the order, we cannot change any order information once your order has been processed. Please ensure the address and post code are correctly entered and if you are in an office building, please include your company name to avoid your package being sent back to us. You will receive your tracking information once items are dispatched. You may redirect your parcel by signing up to the MyPost tool at auspost.com.au
If for any reason you do enter the wrong address or details, this can delay the package by up to four weeks but Australia Post may eventually return the package to us. We will cover the return fee from Australia Post, but we may request payment to resend this out to you again according to your updated correct address and details.
As customers are able to track the parcel by the provided tracking code, please inform us if knowing your parcel has been stuck in transit for longer than expected. We can lodge a 'missing parcel investigation' with Australia Post, every missing parcel will be assigned a unique case number by Australia Post and may take up to 2-4 weeks to locate.
REQUEST OF COMBINE ORDERS AND REFUND SHIPPING
Once an order has been processed through our system, we are unable to combine orders or make any change. Due to the nature of the products we sell, returns for change of mind are only offered for items in a sealed, original packaging condition with customers to pay any associated freight costs for returns.
OTHER TERMS AND CONDITIONS
We reserve the right to change our shipping policies at any time when necessary and would strive to update the information here as early as possible.
Please note that products are continually changing and there are times when some items are not available either by the distributor or the company it is manufactured by and this is out of our control. At times images may not reflect the latest packaging design but we will ensure you are receiving the correct item. We endeavor to update images as often as possible.
We strive to have our products listed on this website updated when new catalogs and price lists are received. If an item is Out of Stock we will notify you of a delivery time and you can decide if you wish to wait for it or have your money refunded. If any item is discontinued and we have not been notified by our supplier you will receive a refund for that item and be notified immediately.
Your order delivery time relies on many different factors which are out of our control. Our promise to you is to keep you informed and get your order to you as quickly as possible.