Shipping Policy

At a glance

Order processing and dispatch

We pack and dispatch every order from our warehouse in Australia. Orders placed before 1pm AEST on a business day are usually dispatched the same day. Orders placed after the cut-off, on weekends or on public holidays are dispatched on the next business day, and most orders leave us within 1–2 business days.

Business days are Monday to Friday, excluding public holidays. Processing time is separate from delivery time: the delivery estimates below start from the day your order is dispatched, not the day you place it.

We only process an order once your payment has been confirmed. If an order shows as Pending, the payment didn't go through and nothing has been charged. You can retry payment, or cancel the order, any time from My Orders.

You'll receive an email confirmation when you place your order, and a shipping email with tracking when it is dispatched. Busy periods such as Christmas, end-of-financial-year and major sale events can add a day or two to processing; we'll note any longer delays on the site.

Shipping rates and delivery times

• Free shipping applies when your cart total at checkout reaches $49.00. The amount is checked after any discount codes are applied; loyalty points redeemed at checkout do not reduce it.
• The shipping cost for your order is always shown at checkout, before you pay. All prices are in Australian dollars.
• Delivery times are estimates, not guarantees. Regional and remote addresses can take longer, and you'll see an updated estimate at checkout.
• Trade (wholesale) orders have their own freight, calculated at checkout from the order and delivery address.

Carriers and tracking

We ship with Australia Post, and occasionally use another courier partner for larger or heavier orders. Which carrier delivers your parcel depends on its size, weight and destination, and is shown in your tracking details.

You can follow your order three ways: the tracking link in your shipping email, My Orders in your account, or our Track your order page (no account needed: just your order number and email). Tracking can take up to a day to show its first update after dispatch.

Occasionally an order may be sent in more than one parcel. If that happens, we'll let you know, and the parcels may arrive on different days.

Delivery addresses

• Please check your delivery address carefully before you pay. We can't change the address once an order has been dispatched.
• If a parcel is returned to us because the address was incomplete or incorrect, or no one collected it, we'll contact you. Re-delivery is at your cost, or we can refund the order less the original shipping charge.
• If no one is home, the carrier may leave your parcel in a safe place or at a collection point, depending on the service and any delivery instructions you give. Please leave clear instructions at checkout if you have any.
• Some carrier services can't deliver to PO boxes or certain remote locations. If your address can't be served, we'll let you know and help you choose another address.

International shipping

We currently deliver within Australia only, including regional and remote areas, and we don't ship to overseas addresses. If you're outside Australia and would like us to deliver to you in future, let us know: it helps us decide where to expand next.

Delays

Severe weather, natural disasters, carrier disruption, strikes and public holidays can delay deliveries, and these are outside our control. If your order is significantly delayed we'll let you know by email where we can. Please see below if your parcel is later than estimated.

Lost, delayed or stolen parcels

1. Check your tracking. Look for the latest scan, any delivery attempt notice, and whether it was left in a safe place or sent to a collection point.
2. Check around. If tracking says delivered but you can't find it, look around your property, ask neighbours and household members, and check your carrier's collection-point notice.
3. Contact us. If your parcel hasn't arrived within 5 business days of the latest estimated delivery date, or tracking says delivered but you didn't receive it, contact us within 7 days with your order number.
4. We investigate. We lodge a trace or claim with the carrier, which can take several business days. We aim to resolve your case within 10 business days of you contacting us.
5. We make it right. If the parcel is confirmed lost or stolen in transit, we'll send a replacement (stock permitting) or give you a full refund, including shipping, your choice.

We can't be responsible for parcels that were delivered to the address you gave us, or for orders with an address that was incomplete or incorrect.

Damaged, wrong or missing items

If your parcel arrives damaged, leaking or crushed, contains the wrong item, or is missing an item, please contact us within 7 days of delivery so we can lodge a claim with the carrier. Please include:

• your order number;
• photos of the outer packaging and shipping label, and of the damaged or incorrect item (including its batch number or best-before date if it has one);
• a short description of what happened.

Keep the packaging until we've replied. We'll send a replacement (stock permitting) or refund the affected items, and we pay for any return postage that's needed. Your rights under the Australian Consumer Law are not affected: see our Returns & Refunds Policy.

Hygiene and consumable products on arrival

Questions