Shipping Policy

HEALTH & BALANCE VITAMINS
(ABN 55 611 969 236)

1. Processing Your Order

An email confirmation is sent to your email address after placing your order. Please keep this email as proof of your purchase. If you are unable to locate this email please check your spam folder. If it is not there, please contact us at info@handbvitamins.com. Once your order is confirmed and shipped, you will receive a separate email with tracking information so that you may monitor your package’s location. 

2. Incorrect Address

Please ensure before confirming your order that the address has been entered correctly, as once the order has been processed, Health & Balance Vitamins cannot guarantee that amendments will be possible before the order is shipped. Any errors are the responsibility of the customer, and no free replacements can be issued. Charges will apply should a new parcel need to be sent to an updated address. 

3. Subscription Orders

Suppose you have recently moved or won’t be available to collect your subscription. In that case, it is your responsibility as the subscription owner to ensure your subscription is updated at least three business days before payment is due to be processed. This way should you need to reach out to Health & Balance Vitamins for assistance, there is time for us to be able to respond and assist you. We cannot guarantee a response during weekends, public holidays and peak periods.

4. Shipping Processing Times

After your payment is authorised and verified, Health and Balance Vitamins attempts to process all orders within 1-2 business days, or as otherwise achievable from time to time. Please note hours and days of operation during holiday periods as orders will not be processed during times when the warehouse is closed, but will be processed in order received once the warehouse reopens from holiday periods.

5. Warehouse Location

Health and Balance Vitamins ships from Melbourne, Australia.

6. Delivery Estimates

Health and Balance Vitamins endeavours to get your order to you as soon as possible. Delivery times are estimates only and commence from the date of shipment, rather than the date of order. Estimated arrival dates are not guaranteed. Weather delays, Covid-19 related delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, Health and Balance Vitamins make every effort to get your order to you within the estimated time frames.

Australian Domestic:

• Australia Parcel Post: 3-10 business days.
• Australia Express Post: 2-4 business days.

New Zealand:

• Australia Parcel Post: 8-20 business days.
• Australia Express Post: 4-8 business days.

DHL International Express: 2-5 business days

Parcels are sent via Australia Post from our Australian Warehouse unless the DHL International Express option has been purchased, in which case your parcel will be sent via DHL. The above are estimates only. No timeline guarantees are expressed or implied and may change without notice. 

7. Free Shipping:

We offer FREE standard shipping on all orders over AUD 100.00 (the value of products in the cart must total $100 or more after any discounts are applied). For express or DHL shipping upgrades, additional charges will apply.

8. International Customs, Duties and Taxes

Any orders shipping to a destination outside of Australia may be subject to local customs charges. Any customs, import duties, and associated fees that are required to be paid are the responsibility of the recipient and are charged once the parcel reaches its country of destination. 

Health and Balance Vitamins have no control over these processes or additional charges associated with the delivery and importation of your parcel into your country. Health and Balance Vitamins does not benefit in any way from these charges and works very closely with local postal services to make this process as smooth as possible for our customers.

For more information about your country's customs policies, please contact your local customs office.

9. Customs Processing Times 

These times are outside the control of Health & Balance Vitamins. We do our best to provide all necessary paperwork with your order, however, the time to clear your order is at the discretion of your local customs office only and we’re unable to guarantee how long this process may take.

For more information about your country's customs policies, please contact your local customs office

10. Missing or Lost Package

There are several reasons why a package gets lost or becomes a delivery exception. More often than not, the package is either in the building or with a neighbour. Health and Balance Vitamins politely requests that customers look in common courier hiding spots (this may include your garbage/recycling bins). 

When your order is sent, you’ll receive a tracking number via email from us. Should you have any concerns or not be able to locate your package, please reach out to Health and Balance Vitamins at info@handbvitamins.com so that we are aware of the situation also and can provide you with assistance in trying to locate your parcel for you. 

Health and Balance Vitamins will not be responsible for any loss (including theft) of delivered products following an unattended delivery. Replacements will be at the expense of the customer.

More often than not, most missing and stolen parcels come from customers residing in complexes or units. We suggest using a Parcel Collect Address or having it sent directly to your local post office to collect at your convenience.

11. Questions

If you would like any further information before placing your order please contact us at info@handbvitamins.com