Shipping policy
All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. you will receive another notification when your order has shipped.
High volume single orders may result in packing delays. Shipping time is separate from order processing time. Delays can occur in pick up via couriers as well as can occur with delivery. Once your order has been picked up, we are unable to control any delays that may occur as a result of the third party delivery services, however we will follow up for you in such cases.
Shipping and delivery times
Shipping rates and estimates will be calculated and displayed at checkout, any free shipping thresholds should be automatically applied upon checkout, if you feel there are any errors, feel free to message us first before confirming the order. (TIP: checking out with net30 will let us edit your orders/rectify/change) All pricing and shipping times are estimates and should not be taken as definitive delivery times.
All free shipping offers are based upon use of standard shipping (Fastway, Courier Please) where delivery can range anywhere from one day up until one week (dependent on region). If you require supplies urgently we suggest you use one of our more express options (Aus Express post, Toll, TNT etc.) which will incur it's own costs. We make no guarantees to how quickly these services are able to deliver. Please make considerations if you are in rural regions, as delivery services can be slower or limited to more remote areas, pricing varies to remote regions as well.
Couriers can pick up anywhere between 10am till 5pm, we have no control over when they come pick up, while we do our very best to get them to come on the day of your order, there is no guarantee. We highly recommend you place all your orders before midnight of the previous day to ensure your order is packed and ready to send the next day, otherwise we try to fulfil and send out any orders placed up until 10am onwards to our very best ability.
If you choose TNT or Toll, they do have additional charges for redelivery, if you aren't always at the place of delivery please do not select these options, as any redelivery costs/ unforeseen additional charges will be passed onto you (the client) or ensure someone is there to receive the package.
- Free deliveries within Metro Melbourne: $200 minimum spend
- Free deliveries interstate: $500 minimum spend
If you miss a delivery, a calling card may be left by the courier, you are responsible to arrange a redelivery under these circumstances.
We currently do not ship internationally or to Western Australia, any questions to this matter please message us directly.
We take no responsibility on any loss or damage occurred from or in relation to the products delivery by any unforeseen events.
Delivery time estimates by location
The following times are estimates only and do not account for delays that may occur on the courier delivery network. Please allow an extra day for dispatch time. Times are during business hours only Mon-Fri and based on standard shipping times.
Sydney: 1-3 days
Gold Coast/ Brisbane: 3-6 days
Upper Queensland/ Rural Queensland: 4-7 days
Adelaide: 1-3 days
Perth: 7-10 days
Tasmania: 3-5 days
Changes to Orders
Please ensure you have all the correct items that you need before confirming your order as it may be quite difficult to change on our end. If you choose to checkout with our net30 options changes will be easier to make.
HOWEVER, Changes once a shipping label has been created will incur additional charges as this won't be able to changed easily. Any changes may push back your orders dispatch time.
Insurance
Currently only Fastway and Couriers Please includes insurance coverage for their deliveries, all others do not, if you would like to help us out and buy insurance to cover the delivery in case of loss, we really appreciate the help!
In-store pickup
You can skip the shipping fees with free same day local pick up at 26/40 Montclair avenue for small orders or next day pickup for larger orders, please message us to determine when this is. You can make purchases in store in which case you will be attended to as soon as possible, there may be a wait time for packaging, please allow at least 30min. If you want to avoid the wait, please call us or email us beforehand to make sure we can pack your order. Email: Info@chi-herbal.com.au
We are open Mon-Fri (closed Thursdays) between 9:30am-6pm, open Sat between 10am-2pm (closed Sundays)
Urgent deliveries
If you would like your order expedited please email us once your order is placed to see what we can do to help with the process.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check it's status. Please allow 24 hours for the tracking information to become available. Very rarely, tracking may not appear until the package has arrived in the clients state, if you are worried about this, please notify us as soon as possible and we will follow up with the company. If you haven't received your order by the end of the estimated delivery date, please message us immediately so we can resolve the issues as soon as possible.
Shipping to P.O Boxes
Only Aus post/Startrack Premium will be able to ship directly to P.O Boxes.
Refunds, returns and exchanges
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, we will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible with your order number and a photo of the item's condition. We address these on a case-by-case basis but will try out best to work towards a satisfactory solution.