Shipping policy

 

At Sunraysia Supplements, we aim to process, pack and dispatch all online orders efficiently to ensure customers receive their purchases as quickly as possible.

We offer Australia-wide delivery through Australia Post, along with Click & Collect for eligible local customers.

1. Order Processing and Dispatch

Online orders are processed Monday to Friday, excluding Victorian public holidays.

Once payment has been confirmed, we aim to pick, pack and dispatch orders by the next business day.

Please note:

  • Orders placed on weekends or public holidays will be processed on the next business day.
  • Orders placed during busy promotional periods may require additional processing time.
  • Dispatch times may vary due to product availability, payment verification or other unforeseen circumstances.
  • Customers will be contacted if an order cannot be fulfilled within a reasonable timeframe.

Business days are Monday to Friday, excluding applicable public holidays.

2. Shipping Within Australia

Sunraysia Supplements currently ships to addresses within Australia only.

We do not offer international shipping.

All shipped orders are generally delivered through Australia Post using the delivery method selected at checkout.

Available shipping options may include:

  • Standard Parcel Post.
  • Express Post.

Shipping charges are calculated and displayed during checkout based on the available delivery options, order details and destination.

Customers can review applicable delivery charges before completing their purchase.

3. Estimated Delivery Times

Estimated delivery times vary depending on the destination, selected shipping service and Australia Post operations.

As a general guide, Australia Post advises the following delivery timeframes:

Standard Parcel Post

  • Generally 2–6+ business days within Australia.

Express Post

  • Generally 1–3+ business days within Australia.

These are general estimates and are not guaranteed delivery timeframes.

Delivery times may be longer for regional or remote destinations, including certain interstate locations.

Delivery estimates begin after the parcel has been lodged with Australia Post and do not include our order processing time.

For a more accurate estimate, customers can use the Australia Post postage calculator:

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times

4. Order Tracking

Once an order has been dispatched, tracking information will be provided using the email address or mobile number supplied during checkout, where supported by our notification services.

Customers can monitor their parcel using the Australia Post website or mobile app.

Track your parcel: https://auspost.com.au/mypost/track

Tracking updates are managed by Australia Post and may take some time to appear after dispatch.

5. Delivery and Safe Drop

Australia Post will attempt delivery to the shipping address provided at checkout.

Where permitted under Australia Post's delivery conditions, a parcel may be left in a safe location at the delivery address.

If Australia Post determines that a safe delivery location is unavailable, the parcel may be redirected to a nearby Post Office or collection point.

Customers should follow the tracking information or collection notification provided by Australia Post.

Customers are responsible for providing accurate and complete delivery details when placing an order.

If an incorrect address has been supplied, please contact us as soon as possible.

We will make reasonable efforts to assist with address corrections, although changes may not be possible once an order has been dispatched.

6. Delayed, Missing or Lost Parcels

Although we aim to ensure orders arrive within the estimated delivery timeframe, delays may occasionally occur.

Delivery delays can result from:

  • Australia Post network disruptions.
  • Public holidays and peak shopping periods.
  • Severe weather conditions.
  • Regional or remote delivery requirements.
  • Incorrect or incomplete shipping information.

If your order is significantly delayed, missing or marked as delivered but has not been received, please contact Sunraysia Supplements.

Email: phillip@sunraysupps.com.au

Please provide your order number and relevant tracking information.

We will investigate the matter and, where appropriate, raise an enquiry with Australia Post.

If an order is confirmed lost or cannot be supplied within the agreed or a reasonable timeframe, we will provide an appropriate resolution in accordance with Australian Consumer Law.

7. Damaged Parcels

If your order arrives damaged, please contact us as soon as reasonably possible.

We recommend providing:

  • Your order number.
  • A description of the damage.
  • Photographs of the affected product and packaging, where available.

Please retain the original packaging where possible while the matter is being reviewed.

We will assess the issue and work with Australia Post where appropriate.

Depending on the circumstances and applicable Australian Consumer Law rights, customers may be entitled to a replacement, refund or other appropriate remedy.

For further information, please refer to our Refund & Returns Policy.

8. Click & Collect – Mildura Customers

Sunraysia Supplements offers Click & Collect for eligible customers located within a 30 km radius of Mildura.

Eligible customers can select Click & Collect at checkout where the option is available.

Order Confirmation

Once an order is placed, customers will receive an order confirmation email.

A separate notification will be sent when the order is ready for collection.

Please do not attend the store to collect your order until the ready-for-collection notification has been received.

Collection Location

Orders must be collected from the Sunraysia Supplements store nominated during checkout and confirmed in the collection notification.

Collection is available during the nominated store's standard trading hours.

Identification

Customers must present:

  • Their order confirmation, either printed or digital.
  • Valid photo identification.

Collection Timeframe

We ask that Click & Collect orders be collected within 7 days of receiving the ready-for-collection notification.

If an order has not been collected within this period, we may contact the customer to arrange collection or discuss an alternative.

Where an order remains uncollected after reasonable attempts to contact the customer, we may cancel the order and provide a refund in accordance with applicable law.

Authorised Collection

If another person will collect an order on the customer's behalf, prior notification must be provided to Sunraysia Supplements.

The authorised person must present valid identification and relevant order confirmation details.

Order Changes

Once an order has been prepared and confirmed as ready for collection, changes or substitutions may not be possible.

This does not affect customers' rights under Australian Consumer Law.

9. Incorrect Shipping Information and Returned Parcels

Customers should ensure that all shipping information provided at checkout is accurate and complete.

If an order is returned to us because of an incorrect address, failure to collect a parcel or another delivery issue, we will contact the customer to discuss the available options.

Additional shipping charges may apply where redelivery is required because of incorrect information supplied by the customer.

Any additional charges will be communicated before redelivery is arranged.

Where a delivery issue arises through an error by Sunraysia Supplements or a failure to meet applicable consumer guarantees, the customer will not be charged additional shipping fees for the required remedy.

10. Shipping Costs and Refunds

Shipping costs are displayed at checkout before payment is completed.

Shipping costs are generally not refundable for voluntary change-of-mind returns unless otherwise agreed.

Where a product fails to meet applicable consumer guarantees, any applicable refund of original delivery charges or reasonable return shipping costs will be handled in accordance with Australian Consumer Law.

For further details, please refer to our Refund & Returns Policy.

11. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

Sunraysia Supplements remains responsible for meeting its applicable legal obligations in relation to orders, delivery and the supply of goods.

Where an order is not delivered, arrives damaged or cannot be supplied within an agreed or reasonable timeframe, customers may be entitled to an appropriate remedy under Australian Consumer Law.

12. Contact Information

For shipping enquiries, tracking assistance, delivery issues or Click & Collect questions, please contact:

Sunraysia Supplements

Website: www.sunraysupps.com.au
Email: phillip@sunraysupps.com.au