Customers purchasing from us must be aware of and agree to our Terms and Conditions as set out below with our 'Customer Service Policy' / 'Shipping & Delivery Policy' & our 'Returns Policy'.
CUSTOMER SERVICE POLICY
GAPS Diet Australia is committed to providing good honest quality customer service with quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. For your added online reassurance, we offer advanced tracking and insurance options.
SHIPPING AND DELIVERY POLICY
Our products are delivered Australia wide using Australia Post eParcel and other specific courier services for special consignment requirements.
Some products can be sent international, however some restrictions apply to some products in some countries, and we encourage international orders to contact us prior to placing an order. Please refer to our international shipping policy notice below regarding exchange rates and foreign bank fees.
Shipping costs are an estimate influenced by the cubic size and weight of the parcel and packaged and these are specific to your post code location (with the exception of some selected items with fixed shipping costs applied). To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full 100 grams or less with the parcel packaging weights and cubic measurement taken into account.
All parcels are dispatched from Brisbane, Australia.
Customer shipping costs are calculated in the shopping cart and will be added to the order total before you commit to buy at the checkout. Goods shipped within Australia usually attract GST.
All prices are displayed in the default of AUD (Australian Dollars.)
DISPATCH SCHEDULE AND SHIPPING METHODS
All our parcels are usually dispatched on Mondays, Wednesdays and Thursday's regardless of the shipping method chosen. It is our intention to send all orders that are received by 12.00am on our scheduled dispatch days (Mon/Wed/Thursday) however we do like to advise that there is the occasion where we may become inundated with an over-abundance of orders on one isolated day and in this case your order will be prioritised for the next scheduled dispatch day. If your order (for example was received after 12.00 on a Monday, it may not be sent until the next shipping day on the Wednesday regardless of whether or not you have selected express post or regular. Our dispatch will also be adjusted when there is a public holiday. Please note: Express Post does not mean – Next day delivery with Australia Post Online Services. This guarantee is only applicable to public customers who pay for it over the counter within a post office. Selecting Express will allow you to receive your parcel sooner but even Australia Post can be limited at times with their accuracy for expected delivery dates when uncontrolled circumstances arise or if COVID-19 disruptions cause unavoidable delays.
Customers may select from the following two delivery shipping methods:
Regular Parcels: Dispatched 3 days a week. scheduled dispatch days (Mon/Wed/Thursday)
Express Parcels: Express postage can speed up your delivery transit time and is usually received the day after it is dispatched, however our express service does not promise next day delivery from the point of your purchase date or time. Please take notice of our dispatch days (Mon/Wed/Thurs). Any express orders that require ice and are processed after our dispatch time from Wednesday afternoon onward will be held for a Monday dispatch to reduce the transit time. When the express paid parcel has been dispatched, you will receive a notification via email with tracking and your parcel (in most cases) will be delivered the next day. Although our transit express time is usually two days, please be aware that we cannot promise this due to the carriers limitations that may be specific to locations and staffing during busy times.
DELIVERY AND ORDERS STATUS NOTIFICATIONS
Orders will be processed and dispatched within 2 business days and shipping times are estimated at between 2-7 business days depending on your location within Australia which may take longer. (this makes an estimated delivery time of 4-10 days at the point of your purchase and sooner for some consignments. Your order status can be viewed within the online shop top tab marked ‘Order Status.’ Here you will see when your shipping status has been changed. When your order has been dispatched, you will receive an email notification and an Australia Post notification with a tracking number.
Awaiting Fulfillment: Your order is waiting to be processed and not yet fulfilled.
Awaiting Shipment: Your order has been reviewed by the sales team and the status has been changed to ‘Awaiting Shipment’ whilst your order is getting ready. At times your order may remain Awaiting Shipment for a while because or it may be delayed for a later dispatch on the Monday because it requires express postage on the Monday. Other reasons may be associated with an incomplete address that we are trying to follow up with you.
Back Order: If one item is be out of stock it will be marked for back order.
Pending: Your order may have a problem such as an incomplete address or the payment was not received.
Shipped: Your order has been passed to our freight management software facilitator and is awaiting dispatch.
Email Dispatch Notification from Shipping Carrier: An email from our selected shipping courier will confirm that your parcel has been packed and picked up by our courier. You will also be able to track your parcel with information provided to you in this email when this has taken place or you may choose to provide your phone number or email to receive tracking updates and an ETA.
All our parcels are traceable through our duel tracking system.
Upon checkout, customers will instantly have the ability to bring package tracking to life with an immersive web and mobile experience with the Route tracking and protection app.
Our modernised Route tracking system has personalised the use for customers to remain informed as their order goes from warehouse to doorstep. (read more below)
Customers will also receive a tracking number via email when the parcel has been dispatched so that customers can trace and follow the parcel through the online Australia Post system.
We appreciate your patience in giving the parcel time to be processed and delivered to you before seeking any claims with the Route Shipping Protection cover purchased at the time of checkout. If customers opted out of this option, customers agree when purchasing from GAPS Australia that they will accept responsibility for theft, damage or lost items.
ROUT TRACKING AND PROTECTION
What is Route?
Route automatically connects to everything you’ve ordered from all your favorite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Package Protection at checkout and unlock full package protection and seamless resolution for order issues.
Route Resolution Centre
Processing a shipping claim is easy but just like all insurance claims, there are requirements to meet and a process to follow so we ask that you be patient and understanding with this process. This can be done on the customers Route Ap or at the following link: https://claims.route.com/
How customers track deliveries on the Route mobile app?
You can view your deliveries in the Route mobile app to get a real-time view of where all of your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page. You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.
Download the Route app for iOS on the Apple App Store.
Download the Route app for Android on the Google Play Store.
Why do customers need Route Package Protection?
Route offers you "peace of mind" package protection for all of your orders at an affordable price. The cost to you - to fully protect your package in the event that it is lost, damaged, or stolen - is calculated based on the subtotal of the order and the partnership between Route and the merchant.
ROUT PROTECTION POLICY CRITERIA
Marked as Delivered:
- Shipping issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
- Orders over $100 USD require a police report
Stuck in Transit:
- Shipping issues can be approved no earlier than 7 days and no later than 30 days from the last update, 60 days from order date.
- Shipping issues can be approved no earlier than 20 days and no later than 30 days from last update (international), 60 days from order date.
- File shipping issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered.
OUR DELIVERY SAFE DROP PROCEDURE
We have the authority to select the best shipping carrier for specific customer areas and we predominately use Australia Post as our main carrier. If Australia Post is delivering your parcel, a signature will be requested upon delivery, however if the customer is not home, the driver will attempt to leave the parcel in a safe place and a photo of the delivery will be taken for proof of delivery. If there's no safe place, the driver will leave a card and take the parcel to a nearby Post Office for you to pick up and sign for. This will be the DEFAULT procedure for all our deliveries, however if you do not wish to have your parcel left in a safe place, please comment in the notes section to action the parcel to be picked up and signed for at your local post office if you are not home.
It has come to our attention that ‘calling cards’ can go missing and this is out of our hands. In such cases we have been advised by our courier to ask customers to report any card theft to them so that it can be addressed at a local level. Please bear in mind that the ‘calling card' is a customer courtesy to inform customers that the courier has attempted a delivery but we cannot hold any responsibility for cards that go missing and we therefore encourage our customers to keep follow up on deliveries with their tracking provided. It is therefore the customers responsibility to keep an eye on their tracking and follow up with us if your order has not arrived in due time (especially if this is an express item) so that we can advise on the delivery status. Please note that we send customer tracking numbers via email so that customers may track the delivery status themselves. Your local postal pick up depo will require proof of ID and your signature for parcel pick up so this will protect you from any card theft in the mail.
GAPS Diet Australia Pty Ltd do not accept responsibility for any theft of the parcel if you have provided authority to leave your parcel at the door and if you did not as this is not within our control. If you have selected to waive our requirement to collect your signature upon delivery by providing your authority to leave the parcel without a signature and your parcel is lost during transit, we cannot accept responsibility to replace the item. Please report any theft to Australia Post 131318 or specific courier used. It is the shipping carriers decision to determine how long they wish to hold parcels in the depo before returning to sender if uncollected but they generally keep them for approximately 5 - 10 days. If the address we have provided is correct and we have shown that we have done everything right to forward your parcel to you in the correct manner and it is returned to sender because the customer did not pick up the parcel, then GAPS Diet Australia and the customer will have the opportunity to negotiate whether the items are perishable and can be refunded (less the postage cost) or we can re-charge the customer’s credit card for the costs for the second delivery. In any case that we have made a genuine error causing the delivery to fail, we will of course pay for the cost of re-posting the items to the customer.
SELECTED ITEMS ARE SENT EXPRESS
Yoghurt Starter, S.Boulardii and other items chosen to be sent on ice are sent express post on Mondays (with the exception of public holidays where it will be sent the next dispatch day or Tuesday) and in some cases this will be sent in a separate parcel to other items with ice packs to keep their journey a little cooler for a little longer. There is no need to select the express post option for the Yoghurt Starters and S. Boulardii when you process your order through the shopping cart as we have calculated this into the cost for you and we will normally send this item express on it's own. The manufacturer has advised that these items can be left out of the fridge for 2 weeks before the culture begins to die so we are confident that the express delivery, ice packed journey will have no penetration on the culture quality.
The ice allows the item to remain cool for longer but the ice is not expected to be solid upon delivery. If you have ordered other items, they may be sent in a different parcel and received on a different day. Your postal location and the size of your remaining order will determine whether all items will be sent together express with the yoghurt starter or whether the remaining items will be sent regular post, so please don’t be alarmed if you receive different parts of your parcel on different days as a result). Whilst we make every effort to ensure that care is taken to provide a complementary express service with ice to preserve the product for longer, we would like to advise that it is the customers responsibility to ensure that they are available to collect the express parcel on the following day so that they can ensure that it is refrigerated upon delivery. In the case that no one will be home to collect the express item, the postman will leave a card advising you pick up your parcel from the post office that afternoon (unless you provide consent to leave at the front door but we cannot be held responsible for the hot whether that may expose the product to more heat). Parcel pick up notification cards can often go missing, so please ensure you check with your local post office if you are expecting delivery. You may find it reasuring to know that this product should do well for two weeks out of the fridge before the culture begins to die. If a public holiday falls on a Monday, these items will be sent express on the next working day.
NOTICE: IMPORTANT EXPRESS POST CONSIDERATIONS: Consignments outside the Australia Post Express Delivery Network
Parcels that are sent express post by GAPS Diet Australia with a designated post code that is set outside the Australia express post delivery network, cannot guarantee express post delivery and is therefore considered a standard postal item and GAPS Australia cannot accept accountability for this delay or the condition of the product. It is the customer’s responsibility to confirm whether the destination postcode is within range at the Australia Post express post network and this can be confirmed here: http://auspost.com.au/personal/express-post-network-nsw-act.html If a customer chooses to purchase an express post item with a post code outside the Australia Post network, it is therefore the customer’s choice to take this risk for a delivery delay and we will be unable to provide you with an estimated time of arrival or compensation for the product condition. We have often found regular post items to reach the destination faster than express items if the destination post code is set outside the Australia post network and this is because they travel on different transport to reach the destination. Some selected items such as the yoghurt starter or S.Boulardii will be sent express by default, however if you would like to request that a specified express item be sent via regular mail instead with extra ice (because your post code is not in the AP Network), please make sure you add this request in the comments section in the shopping cart and follow it up after you have placed the order by sending us an email to [email protected] advising of your request. You can add the following template message to the order notes: PLEASE SEND BY REGULAR MAIL - NOT EXPRESS BECAUSE MY ADDRESS IS NOT IN THE AUSTRALIA POST DELIVERY NETWORK. GAPS AUSTRALIA HAVE AUTHORISED SENDING THIS ITEM TO US WITH ADDITIONAL ICE (2X ICE) THANK YOU.
GAPS Australia send selected items complementary express on Mondays and some Wednesdays with an expected transit delivery time of 2 – 3 days (mostly next day delivery) from time of dispatch. We choose express post with ice for selected items to keep the product cooler for longer during the journey, however do not be alarmed if your ice has melted as we do not expect the ice to remain solid for the complete travel duration and we do not promise a refrigerated service. We are however, confident that the products we post will withstand the outside temperature for the short travel duration or we would not send them. We send selected express post items with ice all year round, however if you have a concern for the product temperature during transit, we would like you to take this into consideration before you place your order as we cannot control the weather or respectfully accommodate this concern once the item has been sent.
GAPS Australia reserve the right to evaluate postage needs and send some items complementary express at our own discretion and without notifying the customer. Customers will be sent an automated email advising of dispatch and tracking.
We encourage customers to be mindful of the Australian climate WHICH IS NOT WITHIN OUR CONTROL and to ADD an ICE PACK to the shopping cart for any perishable items that may be of concern. We are not responsible for items that are received warm or hot. This is caused by the climate during the hotter months. Ice may allow it to remain cooler for longer but it IS NOT a refrigerated service and we do not promise to deliver your items cold upon arrival.
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision.
Refunds and request for order adjustments
Approved store refunds are reimbursed to customers as a store credit, unless otherwise arranged under special circumstances where a $2.00 manual transaction/admin fee will be charged. Please select your items carefully. Any requested changes to an order requiring a refund or additional charge will incur the $2.00 manual transaction/admin fee.
Acceptance of returns are specific where goods are faulty, have been wrongly described or illustrated, or where the product is different to the product purchased on the website. These items should be returned, unopened and unused within 30 days of delivery or refunds will not be considered. Personal items such as enema kits cannot be returned due to hygiene purposes.
Some items requiring refrigeration cannot be returned.
Incorrect item / Missing item:
Incorrect items received (including items missing or falling short in the parcel) must be reported to us via email within 24 hours of delivery.
Damaged items covered by Route shipping Protection
Please attach a photo of the item and packaging in question when you lodge your claim via the Route App or online portal. Please lodge your report and photo of damaged goods via the Route Ap or at the following link: https://claims.route.com/
We use an accountable inventory system to record items from our outgoing stock that identify products packaged and sent to our customers and this assists us to confirm what items have been accurately sent to our customers on any given day. Any missing items must be reported within 24 hours of receiving the parcel so that we may investigate and identify the error within a reasonable time-frame.
Expired / best before date:
In the case that stock is accidentally sent to the customer with an expired best before date, the customer must report this finding to us within 3 days of delivery so that we may review the case to ascertain whether a reimbursed store credit will be applied. In the case that the items have been confirmed to exceed the expiry date, the items will need to be returned to us (unopened) before a store credit is provided.
We will gladly pay the return shipping costs only if the return is a result of our error or you received an incorrect or defective item.
If you need to return an item:
Simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button to apply for your return request. We'll notify you via e-mail after we have reviewed your request and respond with the appropriate action. If your request for return and refund has been approved we will email you an eParcel returns slip (Pre-Paid) which will allow you to process your return at your local post office. We ask that the items be returned within the original packaging. Once we've received the returned item, we will process your refund.
If we have agreed on a store credit or refund, you should expect to receive this within three weeks of sending your package to us, however, in majority of cases you will receive a refund much sooner as we do our best to prioritise. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you receive the wrong item and you use it:
We cannot honour a return and replacement of wrong items sent if the item has been used or the product seal has been broken, such as receiving a yoghurt maker instead of a juicer and the customer uses it before advising us that they were sent the wrong product. Or if you were sent the wrong supplements and opened the bottle breaking the seal.
All store credits have an expiry date of 12 months and must be redeemed within this time from when the credit is applied.
If you go away and your order is returned to us with a return charge from Australia Post:
Generally, the post office will keep parcels for a period of 10-14 days, however if the parcel has not been collected the parcel will be returned to us. Australia post charge for parcel returns if they are not collected so if the customer is not available to collect the parcel before it is returned to us, the customer agrees that in placing an order with us the customer is responsible for fees acquired in payment of returned goods. If this occurs we will contact the customer and make arrangements to resend the parcel at the customers expense. Therefore the customer will be responsible for the charges applied for the parcel return to us and the costs to then return post the parcel to the customer again. Alternatively, the customer may choose to cancel the order all together and a refund will be provided, minus the expense of the initial postage cost and $2.00 admin fee.
International Shipping Restrictions & Refunds
Most products can be sent international, however some restrictions apply to some products, as well as shipping restrictions to some countries. We encourage international customers to contact us if you are having a problem placing an order. In the event that an international order is refunded, we advise that this will be done in Australian Dollars and international customers accept the responsibility of any financial adjustments that occur as a result of a customer refund due to the fluctuating market exchange rates and any foreign bank fees charged by the customers bank or financial institution which we have no control over. GAPS Australia are only responsible in refunding the total amount paid on the order at the time of the order and in Australian dollars.
How to ship to multiple addresses when placing one order?
We have a provision within our shopping cart that enables you to place an order with multiple addresses. Simply add all your items to the cart and then it will take you to the shipping page where you can add multiple addresses to your account. When you have added all the addresses to your account, you can then select a billing address and then a shipping address. It does not matter what shipping address you pick at this stage because you will be given the chance to change this later so just select the billing address that you want and then select the same for the shipping (for now) and proceed to the shopping cart final page but do not proceed to confirm payment yet. You will notice an option under the subtotal saying “SHIP TO MULTIPLE ADDRESSES” Click on that and it will take you back to the shipping page. Select the Billing address you want and then you will see all your shopping items with a drop down box containing all your shipping address options. This is where you select the shipping address for each individual item and then you continue to follow the prompts to select the shipping methods for each address. It is really quite easy but you just have to put all your items in the cart first and then go back to select which items will be sent to which address.
How to determine the cost of shipping to my address without committing to the purchase?
Simply add all your items in the shopping cart, add your address and the postage will be calculated for you before you proceed with the purchase and payment details.
Approved International Orders
We are happy to accommodate international orders for our customers, however we will not accept any responsibility or financial loss for any lost or damaged merchandise outside our country network as the reliability in different international shipping zones vary greatly and this is something that we have no control over. We are more than happy to do all that we can to help you find it but in processing an order, the customer must accepts the stated financial loss in this situation if it happens to occur. All international orders are only accepted when the customer confirms (by agreeing to our terms in the cart) that they agree to accept the international terms stated above. Please contact us if you have any problems placing an order.