Customers purchasing from us must be aware of and agree to our Terms and Conditions as set out below with our 'Customer Service Policy' / 'Shipping & Delivery Policy' & our 'Returns Policy'.
CUSTOMER SERVICE POLICY
Gutbiome Pty Ltd is committed to providing good honest quality customer service with quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct.
SHIPPING AND DELIVERY POLICY
Our products are delivered Australia wide using Australia Post eParcel.
Some products can be sent international, however some restrictions apply to some products in some countries, and we encourage international orders to contact us prior to placing an order. Please refer to our international shipping policy notice below regarding potential shipping and import complications.
We have a flat rate shipping Fee of $9.00
Shipping for all orders over $180 spend is FREE (that's 3 jars of Gutbiome)
All parcels are dispatched from Brisbane, Australia.
All prices are displayed in the default of AUD (Australian Dollars.)
DISPATCH SCHEDULE AND SHIPPING METHODS
All our parcels are usually 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 12.00am on our scheduled dispatch days (Mon/Wed/Thursday) however we do like to advise that there is the occasion where we may become inundated with an over-abundance of orders on one isolated day and in this case your order will be prioritised for the next scheduled dispatch day. If your order (for example was received after 12.00 on a Monday, it may not be sent until the next shipping day on the Wednesday regardless of whether or not you have selected express post or regular. Our dispatch will also be adjusted when there is a public holiday. Please note: Express Post does not mean – Next day delivery with Australia Post Online Services. This guarantee is only applicable to public customers who pay for it over the counter within a post office.
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.
OUR DELIVERY SAFE DROP PROCEDURE
We have the authority to select the best shipping carrier for specific customer areas and we predominately use Australia Post as our main carrier. If Australia Post is delivering your parcel, a signature will be requested upon delivery, however if the customer is not home, the driver will attempt to leave the parcel in a safe place and a photo of the delivery will be taken for proof of delivery. If there's no safe place, the driver will leave a card and take the parcel to a nearby Post Office for you to pick up and sign for. This will be the DEFAULT procedure for all our deliveries, however if you do not wish to have your parcel left in a safe place, please comment in the notes section to action the parcel to be picked up and signed for at your local post office if you are not home.
It has come to our attention that ‘calling cards’ can go missing and this is out of our hands. In such cases we have been advised by our courier to ask customers to report any card theft to them so that it can be addressed at a local level. Please bear in mind that the ‘calling card' is a customer courtesy to inform customers that the courier has attempted a delivery but we cannot hold any responsibility for cards that go missing and we therefore encourage our customers to keep follow up on deliveries with their tracking provided. It is therefore the customers responsibility to keep an eye on their tracking and follow up with us if your order has not arrived in due time (especially if this is an express item) so that we can advise on the delivery status. Please note that we send customer tracking numbers via email so that customers may track the delivery status themselves. Your local postal pick up depo will require proof of ID and your signature for parcel pick up so this will protect you from any card theft in the mail.
THEFT / LOST / DAMAGE
Gutbiome Pty Ltd do not accept responsibility for any theft of the parcel if you have provided authority to leave your parcel at the door as this is not within our control. If you have selected to waive our requirement to collect your signature upon delivery by providing your authority to leave the parcel without a signature and your parcel is lost during transit, we cannot accept responsibility to replace the item. Please report any theft to Australia Post 131318 or specific courier used. It is the shipping carriers decision to determine how long they wish to hold parcels in the depo before returning to sender if uncollected but they generally keep them for approximately 5 - 10 days. 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 Gutbiome Pty Ltd and the customer 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.
Items that have been damaged in transit or incorrect items received (including items missing) must be reported to us via email within 24 hours of delivery.
Please attach a photo of the item and packaging in question when you send your email. Please lodge your report and photo of damaged goods at the sales contact page here
We use an accountable inventory system to record items from our outgoing stock that identify products packaged and sent to our customers and this assists us to confirm what items have been accurately sent to our customers on any given day. Any missing items must be reported within 24 hours of receiving the parcel so that we may investigate and identify the error within a reasonable time-frame.
In the case that a parcel has been sent internationally and become lost or damaged:
We are happy to accommodate international orders for our customers, however we will not accept any responsibility or financial loss for any lost or damaged merchandise outside our country network as the reliability in different international shipping zones vary greatly and this is something that we have no control over. We are more than happy to do all that we can to help you investigate lost parcels with tracking but the customer must accept the stated financial loss if this happens to occur. All international orders are only accepted when the customer confirms (by agreeing to our terms in the cart) that they agree to accept the international terms as stated in the above. We do offer insurance in these situations so please email us and we will quote you on the additional cost.
International Custom Charges and Import fees may be charged within certain countries upon collection of your order. These charges are not covered by Gutbiome Pty Ltd as it is the customers responsibility. We recommend you contact your local customs office for further information.
Please choose carefully. Due to the perishable nature of probiotics, we do not accept returns for refunds if you simply change your mind or make a wrong decision.