Shipping & Returns | The Healthcare Mask Shop

Shipping from Hastings, Victoria

Orders from The Healthcare Mask Shop are packed and dispatched from our warehouse in Hastings on Victoria's Mornington Peninsula.

Available shipping services and delivery prices are calculated during checkout based on your delivery address, parcel weight, parcel dimensions and the shipping service selected.

Australia Post delivery

Most orders are shipped using Australia Post through our MyPost Business account.

Depending on your order and delivery location, available services may include Parcel Post and Express Post.

The available options and current shipping price will be displayed during checkout before you place your order.

Dispatch times

We aim to process and dispatch orders as promptly as reasonably possible after payment has been confirmed.

Dispatch times may occasionally be affected by weekends, public holidays, stock availability, unusually high order volumes or other circumstances outside our reasonable control.

If there is a significant problem affecting your order, we will make reasonable efforts to contact you.

Tracking your order

Once a shipping label has been created, a tracking number will normally become available for your order.

Registered customers can view their order and tracking information through the My Account section of the website.

Where available, a Track Shipment link will take you directly to the carrier's tracking page.

You may also receive tracking notifications directly from the delivery carrier.

Delivery estimates

Any delivery timeframe displayed or provided is an estimate rather than a guaranteed delivery date.

Once an order has entered the carrier network, delivery times may be affected by factors outside our control, including postal network delays, weather, public holidays and delivery to remote locations.

If an order does not arrive within a reasonable period, please contact us so we can assist with the shipment.

Incorrect delivery addresses

Please check your delivery information carefully before placing your order.

If you notice an error after ordering, contact us as quickly as possible. We may be able to update the address before fulfilment, but we cannot guarantee changes once an order has entered the shipping process.

Additional shipping charges may apply where an order needs to be re-sent because an incorrect or incomplete delivery address was supplied by the customer.

Damaged, incorrect or faulty products

If your order arrives damaged, you receive the wrong product, or you believe a product is faulty, please contact us as soon as reasonably possible.

Please include your order number and a description of the issue. We may also ask for photographs or other information so that we can assess the problem.

Products purchased from us come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy where a product does not meet an applicable consumer guarantee.

Change-of-mind returns

We are not required to provide a refund or exchange simply because you change your mind about a purchase.

Because many of the products we sell are masks, respirators and other personal-use or hygiene-related products, we generally cannot accept change-of-mind returns where:

the product packaging has been opened;
a hygiene or tamper seal has been broken;
the product has been worn, used or tried on; or
the product cannot reasonably be resold in its original condition.

If you wish to request a change-of-mind return for an unopened and unused product, please contact us before returning anything.

Any change-of-mind return we agree to is separate from your rights under the Australian Consumer Law and does not limit your rights in relation to faulty or incorrectly supplied goods.

Before returning a product

Please contact us before sending a product back.

This allows us to confirm the appropriate return process and helps ensure that returned products can be identified and handled correctly when they arrive.

Please do not send returns to our warehouse without first receiving return instructions from us.

Return shipping costs

Where a return relates to a faulty, damaged or incorrectly supplied product and we are responsible for the return under applicable law, reasonable return costs will be handled in accordance with your rights under the Australian Consumer Law.

Where we voluntarily accept a change-of-mind return, the customer may be responsible for return shipping costs unless we agree otherwise.

Refunds

Approved refunds will generally be processed using the original payment method where reasonably possible.

Once a refund has been processed by us, the time taken for the funds to appear may depend on your bank, card issuer or payment provider.

Australian Consumer Law

Nothing on this page excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

For more information, please also see our Terms & Conditions.

Need help?

If you have a question about delivery, tracking, a return or a product you have received, please contact us.