SHIPPING POLICY

 

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Thank you for visiting and shopping at Rootlab. The following information sets out the terms and conditions that constitute our Shipping Policy.

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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.

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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

    completed.

    We will contact you if, for some reason, if there are any delays.

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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 info@rootlab.com.au.

    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

           sorting facility.

 

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

     tracked service.

      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.

 

7. Damages

    If there is any damage to the packaging on delivery, contact us immediately at info@rootlab.com.au.

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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 info@rootlab.com.au 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.

 

9. Questions

    If you have any questions about the delivery and shipment of your order, please contact us at

    info@rootlab.com.au.