Processing & Shipping Timeframes

Thank you for visiting and shopping at CPAP Online Australia. The following terms and conditions outline our shipping policy, including order processing, delivery times, and handling of shipping-related concerns.

Domestic Shipping Policy

Shipment Dispatch Processing Times

At CPAP Online Australia, we take pride in our efficient and reliable order fulfillment process. All orders are processed at our state-of-the-art warehouse in Sydney, where we use advanced order scanning technology and strict quality control measures to ensure accuracy and timeliness.

• We aim to process and dispatch orders within 1-5 business days from our Sydney warehouse (stock permitting).
• If we experience a high volume of orders, shipments may be delayed by a few days. Please allow additional transit time for delivery.
• Significant Delays: If there is a significant delay in dispatching your order, we will contact you via email.
• We encourage customers to verify product availability before placing an order by contacting us directly.

Delivery Service Confirmation Types:

Note:

• Customers can manage delivery preferences (e.g., ATL) using their Australia Post MyPost account.
  You can download the app here: https://auspost.com.au/about-us/about-our-site/australia-post-app
• The email address and mobile number provided with your order will be shared with Australia Post to match your package to your MyPost account.
• No Missed Delivery Card: If you are registered with the MyPost app, Australia Post will no longer leave a physical missed delivery card. Instead, you will receive notifications directly in the app.

Shipping Rates & Delivery Estimates:

• Express Post is still the fastest delivery method especially for Rural and Interstate deliveries as it goes by air rather than truck.
• Delivery times are estimates and apply after your order has been dispatched.

• Shipping method is automatically calculated at checkout
• *Depends on Rural/Metro in different states.
• Please note, shipment method does not affect dispatch times.

While we try our best to get your order to you as soon as possible, occasionally things may not go 100% to plan and delivery delays can occasionally occur.

Shipment Confirmation & Order Tracking:

• Shipment Confirmation & Tracking
• Once your order is dispatched, you will receive a Shipment Confirmation email with a tracking number.
• You can track your order via the Australia Post website or app using the provided tracking number.

Order Invoices

• Your official tax invoice will be automatically emailed to you once your order has been paid for and shipped.
• This invoice meets the required standards for health insurance claims, allowing you to submit it to your provider for reimbursement (if applicable).
• If you do not receive your invoice, please check your spam or junk email folder. Alternatively, you can contact us at [email protected], and we will be happy to resend it.

Damages, Missing Items, or Incomplete Orders

At CPAP Online Australia, we take great care to ensure your order is packaged securely and accurately. However, in the rare event that your order arrives damaged, incomplete, or with missing items, please follow the steps below:

Damaged Items

1. Take clear photos of the damaged items, including the packaging.
2. Contact us via the contact form on our website or email us at [email protected] within 2 business days of receiving the delivery.
3. We will assist in filing a claim with Australia Post on your behalf.

Important Notes:

• Claims can take several weeks to resolve as Australia Post conducts its investigation.
• All shipments are insured, and refunds or replacements will only be provided after Australia Post reimburses us.
• Please retain all packaging materials and damaged goods until the claim process is complete.

Missing Items or Incomplete Orders

1. Double-check the package and any packing slips to ensure items were not overlooked.
2. Contact us at [email protected] within 2 business days of receiving your delivery to report missing items.
3. Provide your order number and details about the missing item(s).

We will:

• Verify your claim and review the order packing process which can include checking security footage and reviewing audit logs.
• If we determine the item(s) were not included, we will ship the missing product(s) at no additional cost.
• If the item(s) are confirmed as lost during transit, we will file a claim with Australia Post.

Lost Orders

1. If your entire order has not arrived within the expected delivery timeframe, please contact us immediately.
2. We will open a case with Australia Post to locate the package.
3. If Australia Post is unable to locate the parcel after their investigation, we will issue a refund or replacement.

Customer Responsibility

• It is the customer’s responsibility to provide accurate shipping details during checkout.
• CPAP Online Australia is not liable for delays caused by incorrect or incomplete delivery addresses.
• We encourage customers to monitor their tracking details and contact Australia Post if delivery updates are not received.

International Shipping Policy

We may be able to ship to most countries worldwide. To request a shipping quote and to learn about any applicable import taxes or duties, please contact us at [email protected] before placing your order.

Important Notes:

• Some products may not be eligible for international shipping due to regulatory restrictions, warranty limitations, or manufacturer policies.
• If a product in your order is not eligible for overseas shipping, we will notify you promptly and assist you in finding an alternative solution.
• Customers are responsible for any import duties, customs fees, or local taxes that may apply in their destination country.
• If you are unsure about the eligibility of a product for international shipping, please feel free to contact us before completing your purchase.