SHIPPING, PAYMENTS, AND RETURNS
There are several ways you can order products from us:
Preferred method: shop online using our secure online store (protected by secure SSL encryption)
P.O. Box 87
Crows Nest Qld 4355
We ship via Australia Post or courier. The method of delivery will be chosen at our discretion.
There is a retail flat rate charge per order for deliveries within Australia. A postage/freight quote will be provided for overseas deliveries unless otherwise stated at the time of ordering.
Once your order has been dispatched, usually within 3-10 business days, you will receive an email which you can use to check the status of your delivery. If you cannot find this email in your Inbox, please check your Junk Mail/Spam folder. Please check your delivery status before contacting us.
Due to ongoing incidents of theft and fraud, we are unable to allow special instructions for delivery (including but not limited to Authority to Leave instructions such as 'Please leave at door if nobody home').
In the event that you are not available to receive/sign for your parcel when delivered, Australia Post/Courier will leave a Card advising that they have attempted delivery. Australia Post will advise where your parcel is awaiting your collection; a courier will leave instructions for collection on their Calling Card.
We strongly recommend you collect your parcel as soon as possible from Australia Post. Australia Post will only hold parcels for a limited amount of time (approximately 10 working days). When the collection period expires, any uncollected parcels are returned to us as 'undeliverable'. Australia Post charges us a fee for returning the parcel, which we will pass on to you.
When a parcel is returned to us UNDELIVERABLE after all methods of delivery have been exhausted, we will contact you by telephone or email as provided on the relevant order. If we cannot contact you, your parcel will be returned to stock and any charges will be processed.
Any return fee charged by Australia Post or courier will be charged to your credit card provided at the time of ordering or a PayPal invoice will be issued to the email address provided on the order. An invoice and payment receipt will be mailed to you for your records. Consequently, we will not be responsible for your failure to collect your parcel prior to it being returned to us. Nor will we be liable for any additional charges that may be incurred should you instruct us to resend your parcel (you will have to pay an additional delivery fee). To avoid this situation please collect your parcel as quickly as possible.
If you would normally provide an Authority to Leave instruction, we recommend that you instead supply an alternative delivery address, where someone you trust will be available to sign for your parcel.
Orders that are placed with us for delivery to any country outside Australia will be processed at our discretion - order acceptance is not guaranteed.
If you are placing an online order from outside of Australia, please choose the EFT (Australian Bank Deposit) option for your payment method. A nominal freight fee in $AUD will be automatically applied to your order at the time of checkout – this may NOT be the actual cost of freight to the address you have specified. If your submitted order is accepted for processing, the actual cost of freight to your delivery address will be calculated and any amount above that indicated on your order will be added to your final invoice. We will email this invoice to you so that you can arrange your EFT (Australian Bank Deposit) payment – it MUST be paid prior to dispatch. We will not accept payment in any other format for Overseas orders. If we have not received your payment within three (3) working days, we will be obliged to cancel your order and return the stock to our cart.
Any and all items purchased from this shopping cart or from NEWSTART2Wellness may attract custom duties and/or other fees in transit/upon reaching the final delivery address in that country of destination. Any taxes, duties or other fees imposed in the destination country will be the responsibility of the purchaser. Delays in shipping and/or receiving the purchased goods due to formalities in that country or due to unpaid duties, fees etc. will NOT be the responsibility of NEWSTART2Wellness.
Acceptable forms of payment include CHEQUE, MONEY ORDER, EFT, PayPal is preferred. All prices are in Australian Dollars ($AUD)
If you select payment via EFT, your invoice will be emailed to you for payment prior to despatch. If we have not received your payment within three (3) working days, we will be obliged to cancel your order and return the stock to our cart, and you may be charged with a restocking fee.
Please advise us if you ever experience any problems with your order. If you receive anything that you are not happy with or if you find any goods missing, then let us know on receipt of the order and we will rectify the problem according to our Terms and Conditions.
Returning Products to Us - All claims must be made within 5 days of receipt of delivery. Notification of the claim MUST be made to NEWSTART2Wellness. This can be done by contacting us via email.
Products have a conditional 7-day money back guarantee.
For a full refund:
- on faulty goods, products are to be returned within 14-days of purchase. All returns must be accompanied by proof of purchase.
Goods or Services will not be accepted for refund outside the 14-day period. All refunds will be credited by way of initial payment type (e.g. credit card) and refunds will be for the cost of goods only. Refunds for delivery expense will not be offered, should the product be faulty and you do not want the goods to be replaced. Any products that are not faulty and have been returned opened or used will be returned to the customer at their expense.
Please note: Food items can not be returned unless specified.
Products (except food items) can be returned after an authorisation has been given.
To obtain a return authorisation or if you have any questions regarding this policy please contact us via email at firstname.lastname@example.org
This guarantee is in addition to your statutory rights. Subject to change.
Please submit any questions via our Contact Us page.