Shipping Policy

This Shipping Policy applies to orders placed directly through Crystal Pure.

Free Shipping

We offer free shipping on all orders to Australia, New Zealand, and other selected destinations available at checkout, subject to courier and postal service availability.

Free shipping applies to the freight service arranged by us. It does not include any customs duties, import taxes, brokerage fees, local charges, or other charges imposed by the destination country for international orders.

If we are unable to ship an order to your address due to courier or postal service limitations, we will contact you to discuss available options, which may include changing the delivery address, using an alternative delivery method, or cancelling and refunding the order.

Ship From Melbourne

Orders are shipped from Melbourne, Victoria, Australia.

Order Processing and Dispatch

We aim to dispatch orders within 1–2 business days after payment has been received and cleared.

Orders are processed on business days only, excluding weekends and public holidays.

Our general daily order cut-off time is 8:30 AM Melbourne time. Orders placed or paid after this time may be processed on the next business day.

Shipping Methods

We use a range of courier and postal services depending on the product, parcel size, delivery address, and service availability.

Orders may be shipped in satchels, cartons, or protective packaging depending on the product type and order quantity.

Delivery Timeframes

Delivery timeframes shown by couriers, postal services, tracking pages, or checkout systems are estimates only and are not guaranteed.

Actual delivery times may vary due to carrier delays, public holidays, customs processing, weather events, remote area delivery, high parcel volumes, or circumstances outside our reasonable control.

Tracking

Once your order has been dispatched, we will usually send you a shipping confirmation email with tracking details where tracking is available.

Please allow some time for tracking information to update after dispatch.

Incorrect or Incomplete Delivery Details

You are responsible for providing accurate and complete delivery information when placing your order.

We are not responsible for delays, failed delivery, return-to-sender charges, redelivery fees, or lost parcels caused by incorrect, incomplete, or unsafe delivery information provided by you.

If an order is returned to us due to incorrect or incomplete delivery details, we may contact you to arrange redelivery. Additional delivery charges may apply.

Authority to Leave and Safe Drop

Some carriers may offer authority to leave, safe drop, or similar delivery options.

If you choose or authorise a delivery option that allows the parcel to be left unattended, you accept the risk of loss, theft, or damage after the parcel has been delivered to the nominated address or safe place, to the extent permitted by law.

Delayed, Lost or Missing Parcels

If your parcel has not arrived, please check the tracking information first.

You can also contact us with your order number, and we will assist with reasonable enquiries or investigations with the carrier.

This does not affect any rights you may have under the Australian Consumer Law or other applicable laws.

Damaged Parcels

Please inspect your order when it arrives.

If your item arrives damaged, please contact us as soon as possible with your order number, photos of the item, photos of the packaging, and photos of the shipping label where possible.

We will assess the issue and provide a remedy where appropriate in accordance with our Return, Refund & Warranty Policy and your rights under the Australian Consumer Law.

Split Shipments

We may ship items in separate parcels depending on product availability, warehouse location, product type, order quantity, or carrier requirements.

If your order is sent in multiple parcels, you may receive separate tracking numbers.

International Orders

We may ship to selected international destinations where shipping options are available at checkout.

International customers are responsible for any customs duties, import taxes, brokerage fees, local charges, or other costs imposed by the destination country, unless expressly stated otherwise at checkout.

International delivery may be delayed by customs inspections, local authorities, or carrier processing in the destination country. We are not responsible for customs delays or charges.

Please check your local import rules before placing an order.

Returns

Please do not return any item without contacting us first.

Returns, refunds, change of mind returns, faulty item claims, damaged item claims, and warranty claims are handled in accordance with our Return, Refund & Warranty Policy.

Contact

For shipping enquiries, please contact us with your order number:

Email: support@crystalpure.com.au