Thank you for visiting and shopping at Ora. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing Your Order

An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.

2. Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 2 days. We will contact you if there are any delays.

However, depending on the volume of orders, some orders may be dispatched the next day and other may take up to 4 days.

3. Domestic and International Shipping

Ora Health Pty Ltd ships domestically as well as internationally. If you have a question about domestic or international deliveries, please contact us at hi@orahealth.com.au.

4. Delivery Estimates and Shipping Rates

Most metro deliveries will arrive within 2-3 business days, while deliveries to remote and rural areas can take up to 5 business days. 

We offer free shipping on any order over $60 shipping within Australia.

Please note:

• Business day means Monday to Friday, not including public holidays.
• Orders are not shipped or delivered on weekends or public holidays.
• Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
• We will not be responsible for wrong shipping address if you provide incorrect information.

We endeavour to get your order to you as soon as possible. Once your order is dispatched, you should receive a notification with your Australia Post tracking number. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.

5. Tracking Options

Ora Health Pty Ltd aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

Domestic Only - all orders delivered within Australia automatically have tracking.

6. International Customs, Duties and Taxes

All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Ora Health Pty Ltd is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

7. Damages

If there is any damage to the packaging upon delivery, please contact us immediately at hi@orahealth.com.au.

8. Missing or Lost Package

In cases of missing packages, more often than not, the package is either in the building or with a neighbour! We politely request that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at hi@orahealth.com.au to report missing or lost packages.

9. Returns, Exchanges and Refunds

Unfortunately, due to health regulations, we cannot accept the return of any nutritional products due to change of mind. Please choose carefully and ensure that any product you select is right for you, based on the advice received from your healthcare provider or general practitioner.

Where required under Australian Consumer Law, we will accept product returns and provide you with an exchange or refund (as applicable) where:

• The product is damaged, or
• The product is faulty, and
• You can present your proof of direct purchase from Ora Health Pty Ltd. 

Ora Health Pty Ltd cannot accept returns if the product was purchased from a third party, such as a retailer or online stockist.

Ora Health Pty Ltd reserves the right not to offer a refund where the item fault is a result of misuse or neglect.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.

 

10. Questions 

If you have any questions about the delivery and shipment of your order, please contact us at hi@orahealth.com.au.