Shipping & Returns

Shipping – Australia and New Zealand

Customers in Australia and New Zealand allow 1 business day for processing your order. Orders placed after 1PM will ship the next business day. Orders placed on public holidays and weekends will dispatch on the following business day. You will receive an order confirmation email and an email with tracking info when your order has shipped.

Standard Shipping is from $12.00 via Australia Post who will deliver within 3-10 days depending on your location.

Express Shipping is from $18.00 via Australia Post, who aim to deliver between 1 to 2 days from date of shipping in Australia and 3-5 days in New Zealand depending on the location.

Please note, we have no control over Australia Post delivery times. At times Australia Post may experience disruption and this will affect delivery times.

 

What if my order hasn't arrived in the estimated time?

Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.

Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays.

 

Delivering to a business address?

Please enter the Company Name. This will help our delivery partners sort your parcel correctly, as they may deliver over the weekend.

 

How to track your parcel with Australia Post:

  1. 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
  2. For parcel enquiries you can contact Australia Post directly on 137 678 or https://auspost.com.au/help-and-support

 

If you have been through these processes and still cannot locate your parcel, please email us at info@auroradirect.com.au

 

Ways to ensure you don't miss your delivery:

Our deliveries with Australia Post are delivered with safe drop, meaning your parcel will be left in a secure place around your property if no-one is home. If there is nowhere safe to leave your parcel, they will deliver an LPO.

If you are having your parcel delivered to a work address, please ensure you include your company name.

Return Policy

To return your product, please email us on info@auroradirect.com.au to advise of your return then send the product back to us within 30 days of ordering to:

PO Box 946
Baulkham Hills
NSW, 2153

 

Refunds can take up to 1 week to process and then an additional 3-5 business days for the funds to post back to your account.

Please understand that this refund policy is strictly for purchases made on this website.

Returned Goods for Credit will be accepted when:

  • Goods delivered in error by Aurora Direct. The incorrect delivery will be returned at no transport cost to the customer and a full credit will be issued
  • Goods damaged in transit. Damage must be noted on the customer’s copy of the delivery documentation and countersigned by the delivery driver
  • An Aurora Direct Quality Assurance representative will inspect on all goods returned. Goods will not be accepted for credit 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
  • In no event may Products be returned to Aurora Direct without prior consent of the company. Returned Products shall be shipped at customer cost to the destination specified by Aurora Direct

 

Refunds

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 credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies. For additional information in this section, create your own Return & Refund Policy.

 

Shipping

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

 

Any other questions?

Please contact our customer service team at info@auroradirect.com.au