DELIVERY & SHIPPING
OVERVIEW
This policy covers deliveries within Australia only. For orders outside of Australia, please contact us at info@redearthpollen.com.au to see if we can facilitate your request.
SECTION 1 – SHIPPING COSTS
All prices on the website are in Australian dollars and are inclusive of GST where applicable. Prices are subject to change without notice. For orders of 5kg or less; delivery is free Australia-wide. Orders greater than 5kg and less than 20kg will be shipped by carton through Australia Post. Postage fees will vary depending on destination and will be calculated at the time of purchase. Orders over 20kg cannot be carried by Australia Post and will require a courier or freight company.
SECTION 2 – PROCESSING ORDERS, DISPATCH AND TRACKING
ORDER PROCESSING: Once an order is submitted, an email confirmation is sent to your nominated email address. Please keep this email as proof of your purchase.
DISPATCH: Orders are dispatched each Friday. The cut-off for new orders is Thursday midnight (AWST GMT+8). If the Friday is a public holiday, orders will be dispatched on the next business day. Delivery is between Monday and Friday unless the organisation chosen for delivery method choose to deliver on a weekend.
TRACKING ORDERS: When shipped you will receive tracking information and updates via the email address provided at the time of purchase. Only one email address can be used to track your order.
DELIVERY TIMES: Will be subject to the delivery service selected but depending on location it is typically 2-7 days. If in doubt as to the status of your order please check tracking information provided at time of dispatch or contact us using the information at the bottom of this page.
IMPORTANT: Please check that all items received are what you have ordered. If you have received an incorrect item DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition. If you receive a damaged item please contact us within 2 days of delivery and do not throw it away as we will require proof that the item has been damaged (for example: images e-mailed to us of the damaged item. For more information, please see our returns policy.
SECTION 3 – INCORRECT ADDRESS
If the wrong delivery address is provided by the customer when ordering and;
(i) Your order is 20kg or less and shipping via Australia Post and;
(a) your order has not shipped and no tracking information has been generated: advise our team of the correct postal address.
(b) your order has not shipped but a tracking number has been generated: We can change the delivery information but you may need to pay the cost of shipping.
(c) your order has been dispatched: We are unable to refund your purchase or replace the goods. If the item is returned to sender we will post to the correct address at your expense.
(ii) Your order is over 20kg and shipping via freight company or courier;
Provide the correct postal address and we will advise the transport company handling your consignment. In most cases this will not incur a fee, however we reserve the right to pass on any additional costs imposed by transport providers to the customer as a direct result of the change of delivery address.
SECTION 4 – ITEM NOT RECEIVED
Parcels shipped within Australia with Australia Post are dispatched from our warehouse. If you have received notification that your delivery has arrived, be sure to check and ensure it hasn’t been collected on your behalf. Red Earth Pollen is not able to offer any compensation if a parcel has not been received after the postal services have delivered your order to your address.
SECTION 5 – CONTACT INFORMATION
Questions relating to delivery and/or shipping should be sent to us using the contact information posted below.
RED EARTH POLLEN
ABN 84 658 780 093
info@redearthpollen.com.au
PO Box 1313, Bibra Lake WA, 6965 Australia
+61 403 466 115