Shipping & Returns Policy

Shipping Policy

Order Processing Time:

  • All orders are processed within 1-3 Business days.
  • Orders are not processed or shipped on weekends or public holidays.

Shipping Rates & Delivery Estimates:

  • Shipping charges for your order will be calculated and displayed at checkout.
  • Estimated delivery times vary by location:
    • Metro Areas: 2-5 business days
    • Regional Areas: 5-10 business days
    • Remote Locations: 7-14 business days

Shipping Carriers:
We use reliable carriers such as Australia Post and TNT. Tracking information will be provided via email once your order is shipped.

International Shipping:
Currently, we do/do not offer international shipping. If available, international delivery times may vary based on destination.

Order Tracking:
Once your order is shipped, you will receive an email with a tracking number to monitor your delivery.

Returns Policy

Eligibility for Returns:

  • Items can be returned within 7 days of receiving your order to 246 Woodward Rd Golden Square, VIC 3555.
  • To qualify for a return, items must:
    • Be unused, in their original condition, and with all packaging intact.
    • Include a receipt or proof of purchase.

Non-Returnable Items:
The following items cannot be returned:

  • Customised or special-order items.
  • Products damaged due to misuse or improper handling.

 

How to Initiate a Return:

  1. Contact our customer service team at [email protected] / 03 5441 8966.
  2. Provide your order details and reason for the return.
  3. Once approved, you’ll receive instructions on how to return your item.

Return Shipping Costs:

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • For defective or damaged items, please contact us within 7 days of delivery for assistance.

Refund Policy

Refund Eligibility:

  • Refunds will be processed once the returned item is received and inspected.
  • Our accounts team will contact you directly to arrange a refund within 2 business days

Partial Refunds:
We reserve the right to issue partial refunds for items returned in a condition not deemed “as new” or missing components.

Exchanges

  • If you wish to exchange an item, please follow the return process above.
  • Once your return is processed, you can place a new order for the replacement item.

Lost or Damaged Shipments

  • If your shipment arrives damaged or is lost in transit, please notify us within 7 days with photos (for damage) or your tracking information (for lost items).
  • We will work with the carrier to resolve the issue and ensure a replacement or refund is processed.

For further assistance, please contact us at:

  • Email: [email protected]
  • Phone: 03 5441 8966
  • Business Hours: 8:00am – 4:30pm/ Mon-Fri

Thank you for choosing Active Rehab!