When will my order be dispatched?
How will my order be shipped?
When will I receive my order?
What if I am not home when my parcel is delivered?
What are your shipping rates?
I require urgent delivery. Do you offer Express Post or next day delivery?
I have not received my order, what do I do?
What is your Return to Sender Policy?
When will my order be dispatched?
We will dispatch your order within 10 working days of your payment being approved. If you have paid by cheque or money order, we will dispatch your order once your cheque or money order has cleared through our bank. We will notify you by email with your registered post tracking number and anticipated delivery time once your parcel has been dispatched.
We will advise you via email once your order has been despatched. This is usually within three days of your order being received by ZEST. If you haven’t received an email from us by then, please check your ‘Junk mail folder’ in case your email system has inadvertently placed it there. If this occurs, please add info@zestdementiacare.com.au to your email ‘whitelist’ or highlight and mark as ‘Not Junk’.
We will ship your parcel by Australia Parcel Post delivery. Once you receive email confirmation that your order has been dispatched, you can track your parcel using the Australia Post tracking number provided in the email confirmation. Our orders also require someone to sign for delivery at the receiving end.
We will endeavour to have your order delivered to your nominated delivery address within the following time frames, calculated from the date of dispatch of your order:
Australian Orders:
Brisbane metropolitan 2- 3 business days
Queensland regional 3-5 business days
Sydney, Canberra, Melbourne & Adelaide metropolitan 3 -5 business days
Other capital cities and regional areas 3-7 business days
Once you receive email confirmation that your order has been dispatched, you can track your parcel using the Australia Post tracking number provided in our email confirmation.
International Orders:
We use Australia Post as well as other shipping options for our international customers. You will be able to track your parcel using the Australia Post tracking number provided in our email confirmation.
What if I am not home when my parcel is delivered?
Australian Orders:
Generally, Australia Post contractors deliver during business hours. As we ship all of our parcels by Australia Post, we will require a signature upon delivery. If you will not be home at the time of delivery, Australia Post will leave a card in your mail box with instructions for collection at your nearest Australia Post Office. If convenient, we suggest that you arrange for your parcel to be delivered to your place of employment.
International Orders:
If you are not home when the shipping company delivers your order they will generally leave a note to advise you of how to collect your goods. We will provide you with all of the details connected with your order and we will be happy to follow up with the shipping agent if you don’t receive your order within a reasonable time frame.
Within Australia (excl. some locations):
Inclusive of GST / In Australian Dollars
Total Order Value Postage
$0-$50 $15
$50.01 – $111.00 $22
$111.01-$333 $33
$333.01-$550 $45
$550.01-$1,000 $60
$1,000-$2,000 $90
$2,000.01-$3000 $120
Orders greater than $3,000 – please contact us directly to arrange.
International Shipping Rates:
Our international shipping rates will vary by country and are based on a maximum total order weight of 3kg. If your order weighs more than 3 kg we will contact you directly with a shipping quote before we proceed. If you then choose not to go ahead with your order we will happily refund your payment in full.
Alternatively, you can email us directly with your order at info@zestdementiacare.com.au and will provide you with a shipping quote.
I require urgent delivery. Do you offer Express Post or next day delivery?
Yes, we can arrange fast delivery option for you. Please contact us directly on info@zestdementiacare.com.au and include details of your order. We will then provide you with a full quote including the cost to express ship your items to you.
I have not received my order, what do I do?
If you have not received your parcel within the time frame provided above you have three options:
- You can track your parcel using the tracking details provided by us once your order has been conformed and shipped.
- For orders within Australia – you can contact Australia Post directly on 137678 and quote the Ausralia Post tracking number provided to you in our dispatch notification email.
- If after trying the two options above you cannot track down your order then please contact us at info@zestdementiacare.com.au.
What is your Return to Sender Policy?
If our shipping agents are unable to deliver the parcel to you within 4 weeks of your receiving shipping confirmation from us (6 weeks for international orders), they will return the parcel to us at our expense. If the error was as a result of ZEST Dementia & Aged Care sending the parcel to the incorrect address or we have nominated an incorrect service and the parcel has been returned to us, we will immediately reship the parcel to your correct address free of charge.
If the parcel has been returned to us as a result of error or inaction on your part, then as a condition of us resending the parcel back to you, we reserve the right to pass on any additional charges that we incur for the return of the parcel to us as a result of your error or inaction and further, the additional delivery costs to have the parcel reshipped to you at your nominated address.
Error or inaction on your part may be, but is not limited to the following and is determined at the discretion of ZEST Dementia & Aged Care:
- You entering an incorrect or incomplete address (including omitting a company name where delivery is to a business address).
- You failing to claim the parcel for more than 1 week from date of being advised by the shipping agent to collect the goods (note this may via a delivery advice card, via email, via phone or another contact method).
If you opt to cancel the order as a result of the item being returned to us, we will provide you with a refund, less all shipping costs incurred plus an administration fee of 10% of the total order value.
Click here to view our full warranty and returns policy.