Shipping and Packaging Policy

1) Before you order (address accuracy)

Please ensure your shipping address is complete and correct at checkout (including unit number, street number, suburb/city, postcode and country).

Address changes after dispatch may not be possible. If a change is required, it must be arranged directly with the carrier once tracking is issued.

If an order is returned to us due to an incorrect or incomplete address provided by the customer, reshipping fees apply:

Australia (domestic): $10.00 re-posting fee

International: reshipping is charged at the actual postage cost (and any additional handling/packaging costs if required)

2) Packaging (glass jars – safe handling)

Many of our products ship in glass jars. We use protective packaging (custom “airbag/life jacket” inserts) and pack all orders by hand to reduce breakage.

If a jar arrives broken or the safety/freshness seal is compromised:

Do not consume the product.

Please contact us within 48 hours of delivery with:

your order number, and

clear photos of the damaged item(s), packaging, and shipping label.

We will assess and provide an appropriate remedy (replacement or refund) in line with consumer guarantees.

Safety note: If a bottle is broken inside the protective packaging, handle carefully to avoid injury from glass.

3) Order processing (dispatch time)

We aim to process and dispatch orders within 2 business days of receiving payment.

During peak periods (sales events, holidays) dispatch may take longer. If there is a significant delay, we will contact you.

4) Shipping within Australia

Flat rate shipping: $15.00 per order (Australia-wide to capital cities and most regional centres).

Tracking is provided by email once your order dispatches.

Authority to leave (ATL): Some carriers may leave parcels if no one is home, depending on the delivery service and location.

Estimated delivery times (after dispatch)

*Timeframes are estimates only and may vary due to carrier delays, remote delivery areas, weather events, and peak periods.

5) International shipping (tracking, delivery, duties & taxes)

We ship to many international destinations. Available countries, shipping options, and rates are shown at checkout.

International orders are sent with tracking. Once your order dispatches, we will email your tracking number and tracking link. When your parcel arrives in your country, it may be handed to your local postal service/courier for final delivery or collection. We recommend you also track your parcel in your local postal service’s tracking page or app using the same tracking number we provide, as local tracking often shows the most up-to-date delivery scans, delivery instructions, and collection notices.

Common local postal services include:

United States: USPS

Canada: Canada Post

United Kingdom: Royal Mail

Germany: Deutsche Post / DHL

France: La Poste / Colissimo

Tracking note: Tracking may take 24–72 hours to show movement after dispatch and may update again once the parcel is scanned by the destination carrier.

6) Duties & taxes (DDU / payable on delivery)

International shipping charges at checkout do not include import duties, taxes (e.g., VAT/GST), or carrier/brokerage fees.

Any duties, taxes, or import fees charged by your country are the customer’s responsibility and must be paid before the parcel is released for delivery.

If you are unsure about charges, contact your local customs office before ordering.

Customs delays

Customs clearance can cause delays beyond our original delivery estimates. These delays are outside our control.

7) Uncollected, refused, returned-to-sender parcels (international)

If an international parcel is:

not collected within the carrier’s timeframe, or

refused by the recipient, or

returned to sender due to address issues,

we will process a refund less the original shipping/postage cost charged (as shipping has been paid and used).
Any duties/taxes assessed by your country remain the responsibility of the recipient and are not refundable by us.

8) International restrictions / responsibility to import

We ship to the EU and many other international destinations where available at checkout. Customers are responsible for ensuring the products are permitted for import into their destination country and for meeting any local import requirements. If customs clearance procedures are required, delays may occur.

9) Need help?

If you need help confirming whether we ship to your country or which service is best, contact us:
info@australianbonebrothco.com (or use our website contact form)