Shipping policy

DERMAPLEX SHIPPING POLICY

Last updated: 5 September 2026

This Shipping Policy applies to orders placed through DermapleX and should be read together with our Terms & Conditions and Returns & Refund Policy.

1. Order Processing

Orders are generally processed within 1–2 business days after payment has been successfully received.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

During product launches, promotional periods, sales or periods of unusually high demand, processing may take longer.

Once your order has been dispatched, you will receive a shipping confirmation with tracking information where tracking is available.

2. Australian Shipping

DermapleX ships to eligible addresses throughout Australia.

Available shipping methods, applicable charges and estimated delivery timeframes will be displayed at checkout.

Delivery times shown at checkout are estimates rather than guaranteed delivery dates, unless expressly stated otherwise.

Delivery times may vary depending on your location, particularly for regional and remote areas.

3. Shipping Costs

Applicable shipping charges are calculated and displayed at checkout before you complete your purchase.

Where DermapleX offers free shipping, the applicable minimum spend, geographic restrictions and other conditions will be displayed with the offer.

The order value used to determine eligibility for free shipping is generally calculated after discounts have been applied unless otherwise stated.

4. Tracking Your Order

Where tracking is provided, you will receive tracking information after your order has been dispatched.

Please allow time for the carrier's tracking system to update after receiving your dispatch notification.

Tracking estimates are provided by the relevant delivery carrier and may change while your parcel is in transit.

5. Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you notice an error in your delivery information, contact us as soon as possible.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply before the order is resent, to the extent permitted by law.

6. Authority to Leave

Where you or the applicable delivery service authorise a parcel to be left unattended, the parcel may be delivered without obtaining a signature.

Any allocation of responsibility for parcels left under an authority-to-leave arrangement is subject to applicable Australian law and the terms of the relevant carrier.

Where available, we recommend selecting a secure delivery location.

7. Delivery Delays

Occasionally, delivery may be affected by circumstances outside our reasonable control, including:

  • carrier or postal network delays;
  • severe weather or natural disasters;
  • public holidays;
  • periods of unusually high parcel volumes;
  • industrial action;
  • transport disruptions;
  • incorrect or incomplete delivery information; or
  • other events affecting delivery networks.

If your order is significantly delayed, please contact us and we will assist with investigating its status.

Nothing in this policy limits any rights you may have under the Australian Consumer Law regarding the supply or delivery of goods.

8. Lost or Missing Parcels

If your tracking information indicates that your parcel has not progressed for an unusual period or you believe your parcel has been lost, please contact us.

DermapleX may initiate an investigation with the relevant delivery carrier.

We may ask you to provide information reasonably required to assist with the investigation.

Where an order is confirmed as lost, we will provide an appropriate remedy in accordance with applicable Australian law.

9. Parcels Marked as Delivered

If tracking indicates that your parcel has been delivered but you cannot locate it, please:

  1. Check the delivery location and surrounding safe areas.
  2. Check whether another member of your household accepted the parcel.
  3. Check with building management or reception where applicable.
  4. Review any delivery photograph or notification provided by the carrier.
  5. Contact us if the parcel still cannot be located.

We will assist with making reasonable enquiries with the carrier where appropriate.

10. Damaged Deliveries

If your order arrives damaged, please contact us as soon as reasonably possible after delivery.

Where possible, provide:

  • your order number;
  • photographs of the damaged product;
  • photographs of the shipping packaging; and
  • a brief description of the issue.

Please retain the product and packaging while we assess the issue.

Your rights regarding damaged or faulty products are governed by our Returns & Refund Policy and the Australian Consumer Law.

11. Returned-to-Sender Parcels

An order may be returned to DermapleX because of circumstances such as:

  • an incorrect or incomplete address;
  • unsuccessful delivery attempts;
  • failure to collect the parcel;
  • refusal of delivery; or
  • other carrier-related reasons.

Once the parcel has been returned to us, please contact our team.

Where the return occurred because of information supplied by the customer or failure to collect the parcel, we may require payment of reasonable additional shipping costs before resending the order, where permitted by law.

This does not affect your statutory rights where DermapleX or the carrier is responsible for the delivery issue.

12. International Shipping

[Choose this section depending on whether you're launching internationally.]

If DermapleX currently ships within Australia only:

DermapleX currently ships within Australia. International shipping may become available in the future.

If you're offering international shipping:

International shipping availability and charges will be displayed at checkout.

International orders may be subject to customs duties, import taxes, fees or other government charges imposed by the destination country. Unless otherwise stated or required by applicable law, these charges are the customer's responsibility and are not included in the product or shipping price.

International delivery times may also be affected by customs processing and local delivery networks.

13. Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee changes or cancellations after an order has entered fulfilment or been dispatched.

If an order has already been dispatched, our Returns & Refund Policy will apply.

14. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy available under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other applicable law that cannot lawfully be excluded.

The ACCC explains that when a business accepts payment, it must supply the product within the timeframe it stated or, where no timeframe was specified, within a reasonable time.