Shipping policy

We process orders from 7am to 12pm (AEST) on weekdays. Orders placed before 12pm are generally dispatched on the same day, while orders received after 12pm are shipped the following business day.

Important note: all orders must be reviewed by our pharmacists before dispensing which may result in a 24 to 48 hour delay before shipping, depending on the amount of orders received.

We do not process orders on weekends or Australian public holidays.

Our packing process

We carefully pack every order to ensure your therapeutic goods are delivered safely. This includes placing all liquid products, such as vaping substances (e-liquid), inside zip-lock bags to contain any potential leakage.

While we pack your order with the utmost care, we cannot control how couriers handle your parcel. Therefore, we cannot be held responsible for courier-related issues such as misdirected, lost or damaged shipments, including any spills that may occur from liquid products (which will be contained within the zip-lock bag).

Communication

You'll be updated at each step of your order's progress in shipping and delivery. You'll receive at least the following emails from us and further emails from our courier company:

  • order confirmation email - we've received your order, not posted yet
  • shipping confirmation email - we've shipped your order, tracking number and name of courier provided.

Delivery time & cost

We only use the following courier companies:

  • StarTrack Premium delivery service, a subsidiary of Australia Post.

Which courier is used to deliver your parcel is at our discretion as we'll choose the service that ensures the fastest, safest delivery of your order.

Cost

Shipping cost is $15 regardless of the size of the order. PO Boxes and Parcel Lockers incur an additional surcharge.

Estimated time of delivery

Delivery times depend on your location and can be impacted by public holidays.

  • Metro: next business day (if ordered before 12pm [AEST] on business days)
  • Regional: 1-3 business days
  • Rural: 2-5 business days.

Order tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number so you can monitor your order's delivery status.

Signature on delivery

A signature upon delivery is required.

Postal redirects

StarTrack does not have a postal redirect service where you can request a change of address once the parcel is in transit. Therefore, it's important that your address is correct at the time of placing your order or that you contact us before you receive a shipping confirmation email, if you require any changes to your order.

Return to sender

If your order fails to be delivered, resulting in the package returning back to us, we'll be in touch to organise re-delivery. This usually happens if the address is incorrect. Parcels that are returned to sender (us) may incur a $26 fee that's passed on to you from our courier.

Delivery issues

Once your order has left our store, you can use the tracking number in your shipping confirmation email to track its progress (this email will indicate which courier was used):

If your order fails to be delivered in the estimated delivery time specified above or you have any other delivery issue, submit an online form with the courier directly, since we no longer have control of your order once in transit (your shipping confirmation email will indicate which courier was used):

If StarTrack does not rectify your delivery issue after 7 business days of lodging your enquiry, please contact us by completing our Delivery issue form and we'll do our best to help you. Delivery issues must be lodged within 40 days of your shipping confirmation email with tracking number otherwise tracking may not be recoverable.

International shipping

We do not ship internationally at this time.