During business days, we aim to process all orders within 24 hours of receiving them and the courier or parcel system service will be arranged within 24 – 48 hours from the time of order during business days. It may take a few additional days if we are waiting on a product from the manufacturer or supplier. During holidays and weekends orders will be shipped out the next available day. Please note that we use standard (non-express) shipping. If you require express shipping, we are able to arrange that for an additional fee. Please email [email protected] prior to placing your order to discuss this option and for pricing options.
We ship domestically within Australia and internationally to New Zealand only. We dispatch orders using the Australia Post parcel system.
Within Australia, Australia Post advises that delivery times range from 3 to 5 business days. This may be a little quicker in metro areas and may be delayed in regional and remote areas. As a guide you should allow approximately 5 business days for shipping time to New Zealand.
Shipping rates within Australia
We deliver our products via the Australia Post parcel system. Our national shipping and handling costs are based on total sales value. Purchases below $120 AUD incur a shipping fee of $9.95 AUD. Orders above $120 AUD have free shipping within Australia.
Shipping to New Zealand
Orders travelling to New Zealand will incur a flat rate shipping cost of $19.95 regardless of the total sales value.
OnKeto uses Australia Post e-Parcel for the dispatch and delivery of parcels and will share delivery details with Australia Post to ensure that your order can be delivered. We may use other courier services from time to time and will share the same information with them to ensure delivery of your order.
For domestic shipping, our default delivery option is “Signature on Delivery”. If you would like for you package to be left without a signature please add “Authority to leave” in the checkout comment. Please note that if Australia Post is unable to locate a safe spot to leave the parcel or if no one is there to sign for a package that requires a signature, then Australia Post will leave a card for collection at your nearest post office. We are not responsible for packages left without signature.
In the event that your order is returned to our warehouse as undeliverable, unclaimed or refused, we will contact you via phone or email to try and rectify the problem. You will be asked to provide a different shipping address if you choose. If the order was undeliverable in the first instance because of an incorrect or incomplete address provided by you to us, you may be required to pay for parcel return costs and additional shipping costs. If the order is still undeliverable and has been returned to us, we will provide you with a refund minus all shipping and return costs.
If you received the incorrect order, we will provide you with a replacement as soon as we can. Please contact us at [email protected] with questions and we will instruct you once we receive your email.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds and returns on products are not provided for change of mind.