Shipping & Return Policy
Australia and New Zealand Shipping & Return Policy
By placing an order on Aurora Direct's website, you are agreeing to the below shipping & return policy.
Customers in Australia and New Zealand allow 2 - 4 business days for processing your order. Orders placed on public holidays and weekends will dispatch on the following business day. You will receive an order confirmation email with tracking info when your order has shipped.
Standard Shipping Australia
Standard Parcel Post Shipping is from $12.00 via Australia Post. Australia Post aim to deliver within 2-11 business days from date of shipping depending on your location.
Please check the below links for Australia Post Delivery Times and Service Updates.
https://auspost.com.au/service-updates/domestic-delivery-times
https://auspost.com.au/service-updates/domestic-service-updates
Express Shipping Australia
Express Shipping is from $18.00 via Australia Post. Australia Post aim to deliver between 1 to 3 business days from date of shipping depending on your location.
Please check the below links for Australia Post Delivery Times and Service Updates.
https://auspost.com.au/service-updates/domestic-delivery-times
https://auspost.com.au/service-updates/domestic-service-updates
Standard Shipping New Zealand
Standard Parcel Post Shipping is from $20.00 via Australia Post. Australia Post aim to deliver within 8-15 business days from date of shipping depending on your location.
Please check the below links for Australia Post Delivery Times and Service Updates.
https://auspost.com.au/service-updates/international-delivery-times
https://auspost.com.au/service-updates/international-service-updates
Express Shipping New Zealand
Express Shipping is from $35.00 via Australia Post. Australia Post aim to deliver within 4-8 business days up to 12 business days from date of shipping depending on your location.
Please check the below links for Australia Post Delivery Times and Service Updates.
https://auspost.com.au/service-updates/international-delivery-times
https://auspost.com.au/service-updates/international-service-updates
Please note, we have no control over Australia Post delivery times. At times Australia Post may experience disruptions and this will affect delivery times.
Incorrectly Supplied
As we are humans, from time to time we make mistakes. If your order has missing items or has been incorrectly supplied, please reach out to us at info@auroradirect.com.au.
You will be required to send photos of the items as well as the packaging the items were delivered in. Do not discard any packaging or items as this will make your order ineligible to receive a refund or replacement.
You are required to notify us of any order discrepancy or issues within 5 days of the date your order was delivered.
Goods Damaged in Transit / Missing Goods
Aurora Direct is not held responsible for goods damaged in transit or parcels that are deemed lost through our courier once goods leave our warehouse.
Damage must be noted on the customer’s copy of the delivery documentation and countersigned by the delivery driver.
Damages or lost parcels incurred by Australia Post must be lodged directly with Australia Post. We are unable to assist with lodging a claim on your behalf with Australia Post. Once Australia Post has been notified of damages caused, please advise Aurora Direct by emailing info@auroradirect.com.au.
Return Policy
As we sell Medical and Health products, we do not accept returns for change of mind purchases or incorrectly purchased items.
We only accept returns for the below reasons:
- Manufacturer errors or defects
In the event your item has a manufacturer defect or issue, Aurora Direct will be responsible for shipping costs.
In no event may products be returned to Aurora Direct without prior consent from the company.
The below returning of goods must strictly be followed:
- An Aurora Direct Quality Assurance representative will inspect on all goods returned. Goods will not be accepted for refund or replacement in the following circumstances:
- When Goods are returned in packaging that is damaged, written upon or otherwise marked and is in an unsaleable condition.
- When Goods are returned in opened packages / cartons
- When Goods have a remaining expiry dating of six months or less
- If Goods have been made or labelled to a specific order
- Where Goods have had patient contact
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within a certain amount of days, depending on your card issuer's policies.
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.
Please understand that this refund policy is strictly for purchases made on this website.
How to track your parcel with Australia Post
- You'll find your tracking number in your shipment confirmation email
You can enter the tracking number provided here: http://auspost.com.au/track/track.html
For parcel enquiries you can contact Australia Post directly on 137 678 or https://auspost.com.au/help-and-support
Free Shipping Offer
*Free standard shipping on all orders over AUD$150 within Australia. Excludes enterade® orders or orders containing enterade®.
Any other questions?
Please contact our customer service team at info@auroradirect.com.au