Where does Betterbrand ship from?
All orders placed with Betterbrand will process and ship from Australia.
Shipping Cost & Transit Times
Free shipping Australia wide for all orders over $100 AUD. For all other orders, the shipping cost and transit time of your order will depend on the method of shipping you select at the time of checkout. To see a full list of available shipping methods and options, please add the desired products to your shopping cart and check available options. These estimated times do not include processing time.
Order processing typically occurs within one business day with shipment following immediately after. Business days are Monday through Friday from 8:00 AM to 5:00 PM AEST. The processing time does not count towards the transit times. The estimated transit time begins once the order has shipped from our facility.
Returns & Refund
If for any reason our products aren’t living up to your expectations, feel free to reach out to us via email at firstname.lastname@example.org or through our website. We request that you wait at least two weeks after receiving the bottle to give our product a shot, as many other variables such as sleep and diet can impact how our products affect you. Products purchased via promotional offers are not eligible for refund, to include subscription products.
Better Brand AU will accept product returns and provide you with an exchange or refund only where:
• The product is faulty or is not of acceptable quality, or
• Significantly different to those shown or described to you, or
• The product is unsafe, and
• You can present your Better Brand AU online tax invoice or other adequate proof of purchase.
Better Brand AU may elect to return the product to the manufacturer to determine the nature of the problem. Better Brand AU reserves the right not to offer an exchange or refund where the item fault is a result of misuse or neglect.
Subscription products are considered promotional items due to their highly discounted rate. In an effort to minimize any confusion and provide multiple opportunities for modification or cancellation, we send a confirmation email after subscription purchases are made which allows users to manage their future shipments. All cancellations must be made through this link, or, if requested through email or the website, a link which can be provided to the customer. Refunds and returns are not allowed for subscriptions unless a cancellation is made prior to shipment of the item, in which case, a full refund will be made.
Please note that we cannot change the delivery address after an order has been shipped. We work directly with our carriers to help resolve address issues when possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. Our couriers generally charges a fee for their package intercept option. If such an address error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you will be responsible for return shipping fees and we’ll only be able to refund you for the cost of the merchandise. We highly recommend adding your phone number and email to all orders.
Customs & Country Regulations
We do our best to adhere to each country's individual import policies. It is up to the consumer to double check your country's import policies before ordering. Orders that are seized by your local customs can not be refunded. For reference, most European nations limit orders of dietary supplements to 90 days while Japan limits orders to 60 days. Orders to Belgium generally require longer to process than orders to most other countries averaging 30 days in transit regardless of carrier.
Duties & Taxes
We currently ship all international packages with DDU (delivery and duties unpaid). This means your package is usually delivered by local mail carrier at the final destination or you may be required to collect the parcel from the postal facility directly. Your mail carrier may or may not charge duties and taxes. We do not collect taxes and duties during checkout and therefore you are responsible for paying these, as well as any import fees, if you are required. If you have questions regarding how/when duties and taxes are charged, we advise contacting your Customs office directly.
Exchange Rate Fees
As Betterbrand is a Australia based company, we bill all our customers in AUD Dollars and allow the customer's card issuing company to process the conversion. We also accept several cryptocurrencies! The pricing that we offer in local currency is a close approximate (based on exchange rates at the time of purchase). The card issuing company will then process the transaction from your account utilizing the exchange rate that they are currently offering. That amount may slightly differ from the rate of exchange that we are showing on our site. Your card issuing company may also charge you a conversion fee. Betterbrand is not responsible for these fees.
Although it is rare for orders to get lost or delayed, please be aware that it can happen. For international orders, the import clearance process in your country and depending on the shipping method you chose, international orders can take up to 40 business days to clear customs (in very rare circumstances). An order will not be considered “lost” until 35 business days from the date of shipment. We are unable to process claims until the 40 business days period has passed. In the event your order has been lost, you must contact our customer support department at email@example.com and report it as lost to us within 60 calendar days of purchase. Depending on your location and carrier selection, we’ll work to help resolve this issue. Orders that are not reported within 60 calendar days will not be eligible for refund. Refunds are not available if you choose a non-trackable shipping method and your order is lost.
If your parcel is being returned to sender due to any reason such as: Unclaimed, Incomplete/Insufficient Address, Denied Entry by Customs, Prohibited/Banned items, or being Refused, only once the parcel arrives back to our facility will a refund for the purchase price of the products minus the shipping cost be issued. Before a refund is granted, the parcel must be checked in and restocked at our facility. You will also be responsible for return shipping fees. Unfortunately, unless the order is returned back to our warehouse in an undamaged and resalable condition (still sealed in its original packaging), we cannot issue a refund. We cannot be held responsible for delays and transit times if your parcel is being returned. Refunds issued will be for the cost of the merchandise only.
Betterbrand AU cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. As Betterbrand is a Australia based company, we bill all our customers who use a debit or credit card in AU Dollars and allow the customer's card issuing company to process the conversion. By ordering from Betterbrand, you agree to our policies above. Betterbrand reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.