Shipping policy

**Effective:** October 2025


## Overview
We ship health supplements to customers within Australia. This policy explains how and when we dispatch orders, available shipping options, estimated delivery windows, and what to do if something goes wrong.


## Processing & dispatch
- Orders **received before 2:00pm (AEST — Brisbane time)** on a business day (Monday–Friday, excluding public holidays) are **dispatched the same business day**.  
- Orders received **at or after 2:00pm**, or on weekends/public holidays, are dispatched on the **next business day**.  
- Processing time covers packing and handover to the carrier — delivery time is the carrier’s responsibility and begins once the order is marked as dispatched.


## Shipping options & delivery estimates
- **Standard (economy / parcel service):** typically **2–6 business days** for metropolitan areas, **3–10 business days** for regional and remote areas.  
- **Express (courier / expedited):** typically **1–2 business days** for metropolitan areas where express service is available.  
Delivery timeframes are estimates provided by carriers and are not guaranteed. Actual delivery may be affected by carrier delays, weather, public holidays or other events beyond our control.


## Shipping costs
- Shipping costs are calculated at checkout based on items, weight, shipping service chosen and the delivery address.  
- Any free-shipping thresholds or promotional shipping offers will be shown at checkout.


## Tracking & dispatch notifications
- When your order is dispatched we will email you a dispatch confirmation with the carrier and tracking number (if available). Use that tracking link for the carrier’s live delivery updates.


## Signature and age checks
- Some orders may require a signature on delivery. For certain products or courier services an **age check** or ID check may be required by the carrier — we will notify you if this applies.


## Out-of-stock, pre-orders and exceptions
- If an item is out of stock, on backorder or a pre-order, processing and dispatch times will be longer and we will notify you with an updated dispatch estimate.  
- For bulk or wholesale orders additional handling time may apply; we will contact you if there is any delay.


## Lost, damaged or incorrect deliveries
- Inspect your parcel on arrival. If the parcel appears damaged, take photos of the packaging and contents and contact us within **7 days** of delivery.  
- For lost parcels we will work with the carrier to investigate; if the carrier confirms loss we will offer a replacement or refund according to our policies and the carrier’s outcome.


## Failed deliveries & returns to sender
- If a parcel is undeliverable and returned to us, re-shipment will incur additional shipping charges. If you prefer a refund instead of re-shipment, any original shipping cost may be deducted from the refund.


## International shipping
- We currently ship **to Australia only**. If you require international shipping, contact us at hello@vitomine.com.au and we will advise whether it’s possible and provide a separate quote.


## Contact
Email: hello@vitomine.com.au  
Returns & claims (approved returns only): Return address will be supplied with RMA.