Shipping Information
Neutra.com.au uses a variety of providers for all deliveries. All parcels will be delivered to the provided address. All "signature on delivery" shipments have been changed to "authority to leave". A driver might still request a signature, but it is not guaranteed.
It is recommended to provide a work address for delivery if no one is home during business hours. We do not deliver to P.O. Box address.
Neutra.com.au will dispatch most orders within TWO business day Monday to Friday (except Public Holidays) assuming all items are in stock and payment has been processed. Orders will be packaged in its original boxes, bales or plain boxes. It may be necessary for some orders to be shipped in more than one box and therefore you may obtain these parcels at different times. You will be notified via email if there are any delays in obtaining any items on your order. Order processing and delivery times may vary in peak times such as Christmas and New Year period and during special promotion events.
What to do if the parcel couldn't be delivered
Sometimes the driver can’t deliver a parcel because the delivery address was incorrect, no one was at the business location, home or the driver deemed it unsafe to leave the parcel unattended. And sometimes, this can happen even if the parcel was marked with Authority to Leave (or even if the instructions were left blank). The important thing to know is that we will update the tracking page with all the information we have about what happened, as well as how to get the parcel delivered successfully. Here are the different scenarios if a parcel wasn’t delivered:
- 'Unable to deliver' means the driver couldn’t access the delivery location or they used their discretion and decided it wasn’t a good idea to leave the parcel unattended.
- If the driver attempted delivery but no one was around to receive it, or it wasn’t safe to leave the parcel unattended, a card will be left at the receiver’s premises with information about redelivery.
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When your tracking page says the parcel has been 'left with agent', it means it’s been taken to a collection point close to the receiver’s premises.
Standard shipping within Australia
Allow 1-8 working days from the date we ship your order (depending on where you live in Australia) and up to 14 days for remote locations.
Flat Rate Shipping - NSW & ACT Only
NSW: From $10.00 / Carton - Up to 13 cartons / bale per order
ACT: From $12.00 / Carton - Up to 13 cartons / bale per order
For order greater than 13 cartons / bales, please contact our office directly for a special rated deal.
Shipping to other states
We currently only offer delivery service to customers located in NSW and ACT only.
Missing Orders
If more than ten business days (16 days for remote locations) have passed since you placed your order and the delivery still hasn't arrived, please email sales@neutra.com.au so we can investigate it for you. If we can’t track your order down, we’ll send you a free replacement right away.
It would be helpful to include the information when you contact us:
- Your order number.
- Your full shipping address, including your apartment/unit number.
If you've received only part of your order, please check the tracking information that we sent you. Normally, you'll see on the courier's website the expected delivery for additional parcels if they've had to split the shipping for some reason. If you're not sure, and still don't have your complete order, please email sales@neutra.com.au.
Damaged Orders
Nobody is happy when receiving a damaged items, but it does happen from time to time. If it happen to you, we will replace any damaged items right away. Any photos you can provide will help us work out what’s gone wrong, and improve the way we do things to avoid similar problems in future. Send us the image and include your order number to sales@neutra.com.au, so our team can get back to you and arrange the next delivery asap!
Returns and Cancellations Policy
If you have changed your mind after making a purchase, Neutra.com.au may offer you a refund or exchange provided that the parcel has returned to us at your expense and the product in its original condition. The refund or exchange request must reach us within 30 days of purchase.
If you believe an item is faulty, we may need to send it to the manufacturer for assessment to determine whether or not you are entitled to a refund or exchange.
Neutra.com.au reserve the right to refuse a refund or exchange if the returned product is damaged or used. Please be aware any shipping cost incurred to return the product to us will be at your own expense. The shipping fee deducted (if you did not qualify for free shipping) in your previous purchase will not be refunded.