Shipping policy

Last updated: July 2025

1. Introduction

At Thera Sense Store, we understand that receiving your products promptly and in perfect condition is just as important as the quality of the items themselves. This Shipping Policy outlines how we handle the delivery of your orders, from processing to your doorstep.

We are proud to offer free international shipping to our supported countries, with no minimum purchase required. Delivery timeframes and conditions are outlined below.

This policy applies to all products purchased through our website.

2. Countries We Ship To

2.1 Australian Deliveries

We deliver to all Australian states and territories, including metro, regional, and most remote areas.

2.2 International Deliveries

We currently ship to the following countries:

• Europe: Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Spain, Sweden, Switzerland, United Kingdom
• Asia-Pacific: Hong Kong SAR, Israel, Japan, Malaysia, Singapore, South Korea, New Zealand
• Americas: Canada, United States
• Middle East: United Arab Emirates

Important: We only ship to the countries listed above. If your country is not listed, we are unable to process your order at this time.

3. Order Processing Times

• Orders are processed within 1–3 business days (Monday to Friday).
• Orders placed before 2:00 PM AEST are typically processed within 2 business days.
• Pre-order or special items may have extended processing times, as indicated on the product page.
• Processing begins once payment is confirmed and inventory availability is verified.

4. Shipping Times and Methods

We work with reliable international shipping partners to ensure your order reaches you safely. Delivery times vary depending on destination and local customs procedures.

4.1 Estimated Delivery Times

Estimated delivery times are provided at checkout and may range from 5 to 20 business days, depending on the destination.

Country	Shipping Method	Estimated Delivery Time
Australia	Standard	8–14 business days
United Kingdom	Standard	7–15 business days
United States	Standard	7–15 business days
Canada	Standard	7–15 business days
Europe (selected countries)	Standard	8–18 business days
Asia-Pacific	Standard	8–20 business days
United Arab Emirates	Standard	12–20 business days

Important Notes

• Delivery times are estimates and may vary due to customs processing, local courier delays, or peak seasons.
• Remote or rural areas may require an additional 2–5 business days.
• During peak periods or promotional events, delivery times may be extended.

5. Delivery Locations

We deliver to:

• Residential and business addresses
• Parcel lockers (where supported by local carriers)
• PO Boxes for smaller items only, subject to carrier restrictions

6. Shipping Costs

Free Shipping Policy: We offer free standard shipping on all orders to our supported countries. No minimum purchase is required.

All prices displayed on our website include shipping costs. No additional shipping fees will be charged at checkout.

7. Order Tracking

7.1 Tracking Information

Once your order has been shipped, you will receive a shipping confirmation email with tracking details. You may also track your order through your account on our website.

7.2 Tracking Activation

• Tracking typically activates within 24–48 hours after shipment.
• International tracking may take up to 5 business days to display updates.
• Some remote regions may experience limited tracking visibility.

7.3 Tracking Issues

If your tracking shows no updates for 5 or more business days, please contact us so we can investigate with our shipping partners.

8. Address Requirements and Changes

8.1 Address Accuracy

Please ensure your shipping address is complete and accurate, including:

• Full recipient name
• Complete street address and unit or apartment number
• Correct postal or ZIP code
• Phone number (required for international deliveries)

8.2 Address Changes

If you notice an error in your shipping address, please contact us immediately at hello@therasensestore.com with the subject line "URGENT".

• If your order has not yet shipped, we will update the address.
• If the order has already shipped, changes may no longer be possible.

8.3 Incorrect Addresses

Orders returned due to incorrect or incomplete addresses may incur reshipping or restocking fees. Refunds are not guaranteed in these cases.

9. Customs and Import Duties

9.1 International Orders

• Customers are responsible for any customs duties, taxes, or import fees imposed by their country.
• These fees are not included in product prices or shipping costs.
• Delivery may be delayed if customs documentation is required.

9.2 Customs Declarations

All shipments are accurately declared in compliance with international shipping regulations.

10. Special Circumstances

10.1 Weather Events and Natural Disasters

Shipping delays may occur due to extreme weather events, natural disasters, or other circumstances beyond our control. We will notify customers of significant disruptions whenever possible.

10.2 Peak Periods

During peak periods such as holidays or major sales events, processing and delivery times may be extended.

11. Lost or Damaged Packages

11.1 Lost Packages

If a package is confirmed as lost by the carrier, we will either:

• Send a replacement at no additional cost, or
• Provide a full refund.

11.2 Damaged Packages

Please inspect your order upon delivery. If items arrive damaged, contact us within 48 hours with photos of the damage so we can assist you promptly.

12. Contact Us

For any shipping-related inquiries, please contact us:

• Email: hello@therasensestore.com
• Address: 4G/172 Oxlade Drive, New Farm, 4005 Brisbane, Queensland, Australia
• Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)

Please include your order number and tracking number (if available) when contacting us. We aim to respond to all shipping inquiries within 1 business day.

This Shipping Policy is subject to change. Please review the most current version on our website before placing your order.