Shipping & Delivery Policy
Shipping: Our products are delivered Australia wide using Australia Post eParcel and other specific Couriers Services for special consignments.
Some products can be sent international, however some restrictions apply to some products, and we encourage international orders to contact us prior to placing the order. Please refer to our international shipping policy notice below regarding exchange rates and foreign bank fees.
All parcels are dispatched from our designated wholesale distributor in Brisbane, Australia. Exact shipping costs are calculated in the shopping cart and will be added to the order total before you commit to buy at the checkout. Goods shipped within Australia usually attract GST.
All prices are displayed in the default of AUD (Australian Dollars.)
Dispatch Schedule & Shipping Methods
All our parcels are dispatched on Mondays, Wednesdays and Thursday’s regardless of the shipping method chosen. It is our intention to send all orders that are received by 11.30am on our scheduled dispatch days (Mon/Wed/Fri) however we do like to advise that there is the occasion where some delays or interruptions for dispatch may result from unforeseen circumstances or public holidays.
Customers may select from the following two delivery shipping methods:
Regular Parcels: Dispatched 3 days a week.
Express Parcels: Express postage can speed up your delivery transit time however our express service does not promise next day delivery from the point of your purchase date. All customers are prompted to read and acknowledge our shipping terms upon checkout to ensure that they are aware of our express service and this is confirmed by the customer with a mark in the checkbox.
Delivery & Order Status Notifications: Orders will be processed and dispatched within 2 business days and shipping times are estimated at between 2-7 business days depending on your location within Australia which may take longer. (this makes an estimated delivery time of 4-10 days at the point of your purchase and sooner for some consignments. Your orders can be viewed within your account.
Email Dispatch Notification: An email from our shipping courier will confirm that your parcel has been packed and picked up by our courier. You will also be able to track your parcel with information provided to you in this email when this has taken place.
Tracking: All our parcels are traceable through our tracking system. You will have received a tracking number via email when your parcel has been dispatched so that you can trace and follow your parcel yourself. Please contact us if you do not receive your parcel after ten days from placing your order online and we will track your item and advise of its delivery status. We appreciate your patience in giving the parcel time to be processed and delivered to you before seeking your order tracking status.
Shipping carriers and procedures may change at any time at the Companies (GutBiome Pty Ltd) own discretion.
All parcel will be delivered with authority to leave unless the customer requests signature by confirming this request in the order notes.
If the address we have provided is correct and we have shown that we have done everything right to forward your parcel to you in the correct manner and it is returned to sender because the customer did not pick up the parcel, then the customer is responsible for the postage costs to resend the parcel again. By doing so we will re-charge the customer’s credit card for the costs for the second delivery. In any case that we have made a genuine error causing the delivery to fail, we will of course pay for the cost of re-posting the items to the customer.
Conditions during transit and travel
Gutbiome Synbiotic Formula’s do not require refrigeration and were manufactured to tolerate travel transit times for postage in mind as well as having the ease to take your probiotics with you on vacation without worrying about refrigeration needs. Because probiotics are perishable, we DO recommend specific care be taken to ensure the contents do not come into contact with water or heat. Although our Products do not require refrigeration, we do recommend storage below 25 Degrees C.
Regular post is our standard recommended option, however we do recommend express shipping during the hotter months for remote areas where shipping may take longer.
We are confident that journey with express delivery will have no penetration on the labeled CFU strength.
NOTICE: Important Express Post Consideration: Parcels that are sent express post by Gutbiome Pty Ltd with a designated post code that is set outside the Australia express post delivery network, will not guarantee express post delivery and is therefore considered a standard postal item and we cannot accept accountability for this delay or the condition of the product. It is the customer’s responsibility to confirm whether the destination postcode is within range at the Australia Post express post network.
If a customer chooses to purchase an express post item with a post code outside the Australia Post network, it is therefore the customer’s choice to take this risk for a delivery delay and we will be unable to provide you with an estimated time of arrival or compensation for the product condition.
We send selected express post items all year round, however if you have a concern for the product temperature during transit, we would like you to take this into consideration before you place your order as we cannot control the weather or respectfully accommodate this concern once the item has been sent.
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision after receiving the product or if it is inaccurately returned to us.
Refunds and request for order adjustments: Approved store refunds are reimbursed to customers as a store credit, unless otherwise arranged under special circumstances. Please select your items carefully. Any requested changes to an order requiring a refund or additional charge may incur the $2.00 manual transaction/admin fee.
Acceptance of returns are specific where goods are faulty, have been wrongly described or illustrated, or where the product is different to the product purchased on the website. These items should be returned, unopened and unused within 5 days of delivery or refunds will not be considered. We will gladly pay the return shipping costs only if the return is a result of our error or you received an incorrect or defective item.
If you need to return an item please send your request along with your order number to firstname.lastname@example.org
If we have agreed on a store credit or refund, you should expect to receive this within three weeks of sending your package to us, however, in majority of cases you will receive a refund much sooner as we do our best to prioritise. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you receive the wrong item and you use it: We cannot honour a return and replacement of wrong items sent if the item has been used or the product seal has been broken.
All store credits have an expiry date of 12 months and must be redeemed within this time from when the credit is applied.
If you go away and your order is returned to us with a return charge from Australia Post: Generally, the post office will keep parcels for a period of 10-14 days, however if the parcel has not been collected the parcel will be returned to us. Australia post charge for parcel returns if they are not collected so if the customer is not available to collect the parcel before it is returned to us, the customer agrees that in placing an order with us the customer is responsible for fees acquired in payment of returned goods. If this occurs we will contact the customer and make arrangements to resend the parcel at the customers expense. Therefore Gutbiome Pty Ltd will in good faith absorb the return cost to us charged by Australia Post and the customer will be responsible for the charges applied for the re-posting of the parcel to the customer again.
Thank you for taking the time to read though this content carefully to understand our dispatch and shipping policy. We look forward to supporting your health journey with our Gutbiome Synbiotic Formulas, ‘the first Synbiotic Brand in Australia’ and wish to welcome you to our Gutbiome family, supporting your tribe on the inside.