Last Updated: 16 November 2022
Thank you for visiting and shopping at Rootlab. The following information sets out the terms and conditions that constitute our Shipping Policy.
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as
proof of your purchase. We would need your order number in case of any problems. If you do not receive
any email from us post your purchase, please check your spam or contact us. Most of the time, it is
because of the wrong email address was provided to us.
2. Shipment Processing/Handling Time
Processing time refers to the time it takes to prepare your order for shipping. It is different to the
delivery estimate. Most items are sent using express postage as default except for large bulky products; it does not mean your order
will be processed on priority. Handling time is entirely different from the shipping time it takes via
different delivery options.
After your payment is authorised and verified, all orders are processed within three days. Not all orders
take three days to process; they could be sent on the same day or as less as one day once your payment is
We will contact you if, for some reason, if there are any delays.
3. Shipment Locations
3.1 Domestic and International
Rootlab ships domestically as well as internationally (for some items). If you have a question about
domestic or international deliveries, please contact us at email@example.com.
3.2 Shipping Restrictions
Our company ships to both commercial and domestic addresses. Customers can also have their
products shipped to a P.O Box, Suite or parcel locker; these services are provided by Australia Post. It is
important to note that products low in value are generally shipped in letters and can't be sent to a
Suite or Parcel locker. We will contact you to provide an alternate address in that case, or you could pay
extra for it to be sent as a parcel instead. It is also important to note that the Pseudo name cannot be
used in the Parcel locker as such parcels will not be delivered by auspost for security reasons, and We
will not be able to refund you.
4. Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. Delivery times are estimates and commence
from the date of shipment rather than the date of order. Delivery times are to be used as a guide only
and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed.
Weather delays and other unforeseen circumstances may impact delivery time. Unless there are
exceptional circumstances, we make every effort to fulfil your order.
4.1 Express Shipping
The order will arrive within 1-3 business days to the metropolitan area, it may take some additional
time in WA and NT or some regional areas.
Express Shipping costs Will be shown on the checkout screen.
4.2 Standard Shipping
The order will arrive within 9 business days.
Standard Shipping costs Will be shown on the checkout screen.
4.3 Please note:
Business day means Monday to Friday, except holidays.
Products may be delivered in separate shipments. We will notify you if that is the case with the
tracking number and content of the parcel.
We will not be responsible for wrong shipping addresses or incomplete addresses. For example, a
letter will only be delivered in a letter box; if you fail to provide your unit number, that letter may be
returned to us.We do not charge any restocking fees and customer is liable to pay for the shipping
again for it to be re-delivered.We do however need to wait for the original parcel to be returned to us
before a new one can be dispatched.
In-store pickup days vary based on product availability. We will send you an email confirming when
your product is ready to be picked up when an order is placed on our website and check-out as
'pickup'. No Shipping fees are charged for pickup orders. The customer needs to notify us when they
are coming to pick up the order at least an hour before so that we can assure a staff would be present
at the pickup address mentioned in the 'pickup ready' email.
It is a known issue with Auspost with their new auto sorting machines that the items get incorrectly
sorted and bounces between state for interstate parcels or bounces between the different facility of
intra-state parcels. If you notice this, please message us immediately, and we will put an intercept
request with Auspost to manually sort this item and ship it back your way. As a free service to our
customers, we lodge the request with auspost upon customer notifying us and follow up with you
every few days with an update.
If the parcel is sent to you in a satchel, sometimes the tracking event is recorded at the time we
purchase these prepaid satchel from the post office. Confusion might sometimes arise as the tracking
events will show even before you place the order; the tracking will fix itself as soon as it reaches a
5. Tracking Options
Rootlab aims to provide visibility and transparency throughout the shipment process. Once your order is
confirmed and shipped, you will receive a link to track your package. All items from our store are sent via
5.1 Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with Australia Post. This service comes with tracking, and your tracking
number will be sent to you once it has been posted. We do have accounts with FedEx and DHL, and
those services can be requested, but the cost, however, is considerably higher but faster.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia is subject to the import duties, fees, and taxes of
the destination country. Delivery delays may occur if your package is randomly selected by your country’s
Customs Department. Rootlab. is not responsible for any possible customs and taxes applied to your
order. We have no control over the process or additional charges associated with the delivery and
importation of your order (package) into your country. We do not benefit from these charges, and we
work closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or
after shipping are the responsibility of the customer. You agree that you are responsible for any duty,
taxes, and customs requirements or other like taxes, fees, levies, costs or expenses associated with
importing products you purchase from us and shipping them internationally. If you're not reachable, the
logistics provider will contact us, and we will notify you in that case.
If there is any damage to the packaging on delivery, contact us immediately at firstname.lastname@example.org.
8. Missing or Lost package
There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that,
more often than not, the package is either in the building or with a neighbour. Rootlab. Politely requests
that customers look in common courier hiding spots. Please take a look around and let us know if you
find it. If you haven't located your order, please contact us at email@example.com to report missing or
lost packages. We will get proof of delivery from our Logistics provider to provide you in 1-3 days after we
have been notified.If our logistic provider cannot provide proof of delivery, we will resend you the parcel.
If you have any questions about the delivery and shipment of your order, please contact us at