We guarantee to ship your order as soon as possible! Our dispatch staff are hard at work, Monday to Friday to ensure your completed order is packed and shipped.

POSTAGE	SPEND OVER $75 AUD	SPEND UNDER $75 AUD
AUSTRALIA POST Express Post – Delivery Australia Wide	FREE SHIPPING	$15 Flat Rate
COURIER SERVICE Full Tracking – Does not deliver to PO Box	FREE SHIPPING	$15 Flat Rate

Which Address Can I Provide?

If possible, it is best to provide:

• An address where you will be present to accept delivery (E.g. Work address).
• We also deliver to your home address but please keep in mind that if the receiver is not available, parcels are normally taken to the nearest post office or collection depot.
• You may include instructions at the checkout for your parcel to be left at the premises but please note that we cannot take responsibility for lost or stolen parcels if we are instructed to leave on site. Please be sure that it is safe to leave a package on premises before requesting this.
• Yes, we do deliver to a PO BOX address via Australia Post.

All orders are shipped from Melbourne, Australia. Standard estimate of delivery times vary between 2-7 business days depending on the destination.

Please see the table below for approximate transit times. Please be aware that this is a guide only and transit times can vary and do not include our handling time which can be 1-2 business days.

City	Australia Express	Courier Service
Melbourne	1-2 Business Days	1-2 Business Days
Sydney	2-3 Business Days	1-3 Business Days
Brisbane	3-4 Business Days	2-4 Business Days
Adelaide	2-3 Business Days	1-3 Business Days
Perth	4-7 Business Days	4-7 Business Days
Hobart	2-4 Business Days	2-4 Business Days
Darwin	5-8 Business Days	Not Available

If you provide authority to leave your parcel unattended at your delivery address, insurance will not cover any loss.

Damage Claims

Must be made within 24 hours of receiving delivery. Please note that you may be asked to provide proof of damage (such as photos).

Lost Claims

If the carrier is unable to provide tracking information, we will replace the order!

Missing Parcels

If your order fails to arrive within a reasonable timeframe:

1. If you are not at the specified delivery address to sign for your parcel, the delivery driver will leave a card providing pickup details or to reschedule the delivery.
2. Sometimes these cards are misplaced or lost, so if you believe your parcel should have arrived, please check your dispatch email for tracking details and Contact Us if you require any assistance.
3. Visit our Contact page to report your missing order. Click Here.

What Are Business Days?

Business days are counted as Monday-Friday, excluding any major holiday.

How Come The Tracking Number Isn’t Working?

It may take up to 48 hours for the tracking information to display on the carrier’s website.

What Happens If My Package Doesn’t Arrive In The Estimated Timeframe?

All time estimates are not guaranteed. The estimated time of delivery can be delayed due to weather and/or road conditions. The carrier’s website will often state if packages are being delayed due to weather. If there are any issues during delivery that cause a delay, no type of refund or credit will be issued.

What If The Package Gets Returned To Sender?

We will contact the customer as soon as the package is received back at our facility, if we don’t receive a response within 14 business days, the package will be discarded and no refund or replacement will be issued. Postage needs to be paid again if package is to be resent.

What Happens If My Package Is Lost Or Stolen?

Once the order has shipped, Encompass Health is not responsible for lost or stolen packages that were marked as delivered. Please contact the carrier for any information regarding the delivery.

Orders being shipped outside the Commonwealth of Australia:

Customs fees, import duties, and local taxes are not included in the price that you pay to Encompass Health Clinic. The local authorities in your country might apply and may charge those fees, duties and taxes and are payable by you the customer when your order is delivered at your destination.