SHIPPING POLICY
Delivery Timelines
Orders are processed Monday through Friday and are shipped within 24-48 hours of placement, excluding weekends and public holidays. Tracking information is sent via email within 24 hours of the item being shipped. We offer Domestic shipping around Australia. We use Australia Post, Sendle & TNT which provides you with a unique tracking code for your package that can be tracked online. Standard Shipping lead time is 3-8 business days from the date your order has been shipped.
Delivery Fees
If you select the delivery option when you place an order, you will be charged a flat rate delivery fee. When your order value is over $300 we would provide free shipping.However, from time to time this service would be cost prohibitive. If the cost to deliver the product to you significantly exceeds the delivery fee (for instance because you are located in a remote area or have placed a special order for large or heavy products), we may contact you to discuss alternative arrangements. This may include cancelling or modifying your order. If you do decide to cancel the order due to the additional delivery charges we may have to charge, we would provide you a full refund.
Deliveries
You can arrange to get your goods shipped to any residential or business address. We prefer that you get your goods sent to a business address where there is someone in attendance at all times during business hours. PLEASE NOTE WE AUTHORIZE ALL SHIPMENTS TO BE LEFT WITHOUT SIGNATURE ON DELIVERY when sent to residential addresses. We are not responsible for the goods once the courier has picked up from our location. If you do not want this to occur, please contact us prior to purchase.
If the courier deems it unsafe to leave the goods at the supplied location, they will contact you to arrange an alternative delivery solution. It is your responsibility to provide a safe and secure delivery address.
If your goods are delivered under an Authority To Leave (ATL) and it’s confirmed delivered by the courier agency, but you contact us to say the item is not received, we will contact the freight company to confirm delivery. If delivery is confirmed and the goods are not found, we require two documents to fulfill our insurance company obligations when dealing with stolen goods. You will be required to supply a Statutory Declaration stating that you, anyone at your address, a friend, colleague, acquaintance or anyone you know is not in possession of the stolen property. You will also be required to provide a Police Report for the stolen goods. Once these two original documents are sent to us we can process the claim and arrange to send out another product once approved by our insurance company. This process can take up to a month to sort out. It is in your best interests to supply us with a business address for shipping or a secure residential address.
Incorrect or Faulty Products
If you have received incorrect, damaged or faulty items, please provide details (including photos) within 7 days of purchase. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please contact our customer care team at customercare@recoverygear.com.au and include your order confirmation number in the subject line so we can find your order easily and process your request promptly. Items must be returned in their original condition; no refund can be made for products that have been used. Recovery Gear does not take responsibility for the costs of returning the products. *We don't offer refunds or accept returns for change of mind, including a satisfaction guarantee as everyone's skin is different and therefore results may vary.
Missing Items
