Vitamin Grocer Australia Shipping Policy


Shipping Policy

FREE SHIPPING ON ORDERS OVER $25!*

All Vitamin Grocer Australia orders are shipped from the United States via DHL Global Mail’s International Priority Airmail (IPA) service. DHL transports the package from the Vitamin Grocer warehouse to your local mail carrier who delivers the package to your front door.

In addition to Australia, we also currently ship to New Zealand, Japan, Singapore, Indonesia, Taiwan and Hong Kong.

All Orders are Shipped Via DHL Global Mail's International Priority Airmail Service

**FREE SHIPPING **


Vitamin Grocer orders of $25 or more ship for free provided that all of the items in the order are marked as eligible for free shipping. Free shipping items comprise approximately 90% of our inventory and are identified by the red free shipping icon on the product details page:

Purchase any quantity or combination of products with this icon on the product page and your order over $25 ships free.


STANDARD SHIPPING

Standard shipping rates apply to all orders that either cost less than $25 or cost more than $25 and include any items that are not eligible for free shipping.

A small fraction of our inventory does not qualify for free shipping because the products are either too heavy or too large to ship economically. These products do not have the red free shipping icon on the product pages. Customers will be charged for shipping according to the rate chart above for all orders that include any of the products that are not eligible for free shipping
.

The standard shipping rate varies according to the total cost of the order and whether or not the order includes any non-free shipping items. Orders costing less than $25 are charged a base rate of $2 PLUS a weight surcharge of $12 per kilogram. Any orders including non-free shipping items are charged a base rate of $5 PLUS a weight surcharge of $14 per kilogram. Please reference the chart below to estimate your standard shipping charges.

Shipping Rates

Order Cost

Items

Estimated Shipping Time

Base Rate

Cost Per Kilogram

< $25.00

All Items

14-20 Business Days

$2.15

$12.95

Any

Non-Free Shipping Items

14-20 Business Days

$5.40

$15.00

≥ $25.00

14-20 Business Days

FREE

FREE

CUSTOMS DUTY and IMPORT TAX


Vitamin Grocer Australia is a United States-based company that caters to the Australian market. However, goods purchased from Vitamin Grocer and shipped to Australia are generally not subject to the Australian Goods and Service Tax (GST). This is due to the fact that under Australian law, the GST is not applicable to transactions between a foreign retailer and an Australian customer where the value of the goods does not exceed the Low Value Threshold (LVT) of of $1,000 AUD. For more information, please visit the Australian Customs and Border Protection Service guide to Buying Over the Internet. Customers should familiarize themselves with this information before making an online purchase.

Not all items available for sale on the Vitamin Grocer website are permitted in all of the eligible shipping destinations. Due to import restrictions, packages containing certain products may be seized by the local customs department. Customers are responsible for confirming that the products they order from Vitamin Grocer are permitted to be shipped to their country of residence. Vitamin Grocer is not responsible for orders seized by local customs officers.


SHIPPING AND DELIVERY PROCEDURE

Vitamin Grocer makes every effort to ship orders as quickly as possible. Orders are typically dispatched from the Vitamin Grocer warehouse within one to two business days.

After an order is placed, customers will receive two confirmation emails from Vitamin Grocer. The first email is the order confirmation email. The order confirmation email will be sent immediately after the order is placed and serves as the customer's order receipt. It includes the order number, billing address, shipping address, shipping method, payment method, items ordered and order total. The second email is the shipping confirmation email. This email is sent to the customer on the day that the order is dispatched from the Vitamin Grocer warehouse. It includes the order shipping method, tracking number and a hyperlink to the shipping carrier's website where the order's status can be tracked.

In rare circumstances, there may be a delay in the dispatch of a customer order due to unforeseen circumstances. If a shipping confirmation email has not been received within two business days of placing the order, the customer may contact Vitamin Grocer for an update on the status of the order.

In order to ensure that you receive the confirmation emails, please configure your email account to allow receipt of emails from customerservice@vitamingrocer.com.au and support@lyckallc.com.

Out of Stock Orders

On rare occasions, certain purchased item(s) may become unavailable due to supply chain disruptions or unexpected surges in product demand. In such cases, Vitamin Grocer will notify the customer as soon as possible and provide a full refund.

Partial Out of Stock Orders

In the event that the unavailable item is part of a larger order that includes other items which are in stock and ready to ship, Vitamin Grocer will ship the remainder of the order and provide the customer with a full refund for the missing item(s) and the appropriate portion of any shipping charges.

Cancelled Orders

Vitamin Grocer orders may be cancelled within 24 hours of placing the order for a full refund. To cancel an order, customers should send an email to customerservice@vitamingrocer.com.au stating their intention to cancel the order. The 24 hour time limit begins at the moment a customer clicks the "Place Order" button on the VitaminGrocer.com checkout page. Only orders cancelled within this time period will be issued a full refund under this policy. All other requests will be treated as returns and subject to the Vitamin Grocer Return Policy.

Orders Not Received

As stated in the shipping rate tables above, most orders shipped Australia are delivered within 14-20 business days. If delivery takes longer than this estimate time frames, the customer may contact Vitamin Grocer and a customer service representative will assist in tracking the status of the order.

In order to receive assistance with an order not received, customers must contact Vitamin Grocer no later than 45 days after the shipment of the order. Beyond 45 days from the date of dispatch, orders are considered final and no refunds will be issued for orders not received.

Incorrect Address

Customers are responsible for providing complete and accurate shipping address information and ensuring that packages can be safely delivered to the address provided. If delivery is unsuccessful, either because an incorrect address was provided or because delivery of the packages was refused or unclaimed, it is incumbent upon the customer to contact Vitamin Grocer for assistance. Upon receipt of the returned order, Vitamin Grocer will provide a full refund to the customer less any shipping charges incurred by Vitamin Grocer. Vitamin Grocer will not resend an order to an address where one delivery attempt has already failed unless the customer is able to provide a verified correction to the original address.

Returns and Damaged Items

If a customer receives an item that is damaged or defective, the customer may return or exchange the item pursuant to Vitamin Grocer's Return Policy. Please visit the Return Policy page for specific instructions on returns and exchanges.