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. We would need your order number in case of any problems. If you do not receive any email from us post your purchase, please check your spam or contact us. Most of the time, it is because of the wrong email address was provided to us.
2. Shipment Processing/Handling Time
Processing time refers to the time it takes to prepare your order for shipping. It is different to the delivery estimate. Most items are sent using express postage as default except for large bulky products; it does not mean your order will be processed on priority. Handling time is entirely different from the shipping time it takes via different delivery options. After your payment is authorised and verified, all orders are processed within three days. Not all orders take three days to process; they could be sent on the same day or as less as one day once your payment is completed. We will contact you if, for some reason, if there are any delays.
3. Shipment Locations
3.1 Domestic and International
Rootlab ships domestically as well as internationally (for some items). If you have a question about domestic or international deliveries, please contact us at [email protected].
3.2 Shipping Restrictions
We offer shipping to both commercial and residential addresses, with the option to have your products delivered to a P.O. Box, Suite, or Parcel Locker. These services are provided by Australia Post or StarTrack.
Important Notes:
If you do not select Australia Post or StarTrack during checkout and choose another courier, they may be unable to deliver to P.O. Boxes, Suites, or Parcel Lockers, which could result in a redirection fee. You will be notified if this occurs.
Products with low value are typically shipped in letters, which cannot be sent to a Suite or Parcel Locker. In such cases, we will contact you for an alternate address, or you may opt to pay an additional fee to have it shipped as a parcel instead.
Please note that pseudonyms cannot be used for any deliveries especially for Parcel Locker deliveries due to security reasons. If a pseudonym is used, the parcel will not be delivered by Australia Post. Additionally, a return-to-sender fee and a reshipment charge will be imposed.
4. Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. 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.
4.1 Express Shipping
The order will arrive within 1-3 business days to the metropolitan area, it may take some additional time in WA and NT or some regional areas.
Express Shipping costs will be shown on the checkout screen.
4.2 Standard Shipping
The order will arrive within 9 business days.
Standard Shipping costs Will be shown on the checkout screen.
4.3 Please Note
Business day means Monday to Friday, except holidays. Products may be delivered in separate shipments. We will notify you if that is the case with the tracking number and content of the parcel.
We will not be responsible for wrong shipping addresses or incomplete addresses. For example, a letter will only be delivered in a letter box; if you fail to provide your unit number, that letter may be returned to us.We do not charge any restocking fees and customer is liable to pay for the shipping again for it to be re-delivered.We do however need to wait for the original parcel to be returned to us before a new one can be dispatched.
In-store pickup days vary based on product availability. We will send you an email confirming when your product is ready to be picked up when an order is placed on our website and check-out as ‘pickup’. No Shipping fees are charged for pickup orders. The customer needs to notify us when they are coming to pick up the order at least an hour before so that we can assure a staff would be present at the pickup address mentioned in the ‘pickup ready’ email.
It is a known issue with Auspost with their new auto sorting machines that the items get incorrectly sorted and bounces between state for interstate parcels or bounces between the different facility of intra-state parcels. If you notice this, please message us immediately, and we will put an intercept request with Auspost to manually sort this item and ship it back your way. As a free service to our customers, we lodge the request with auspost upon customer notifying us and follow up with you every few days with an update.
If the parcel is sent to you in a satchel, sometimes the tracking event is recorded at the time we purchase these prepaid satchel from the post office. Confusion might sometimes arise as the tracking events will show even before you place the order; the tracking will fix itself as soon as it reaches a orting facility.
5. Tracking Options
Rootlab 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. All items from our store are sent viatracked service.
5.1 Domestic and International
All orders delivered within Australia automatically have tracking.
International orders are sent with Australia Post. This service comes with tracking, and your tracking number will be sent to you once it has been posted. We do have accounts with FedEx and DHL, and those services can be requested, but the cost, however, is considerably higher but faster.
6. International Customs, Duties and Taxes
All orders shipping to a destination outside of Australia is subject to the import duties, fees, and taxes of the destination country. Delivery delays may occur if your package is randomly selected by your country’s Customs Department. Rootlab 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 from these charges, and we work 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 customs requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally. If you’re not reachable, the logistics provider will contact us, and we will notify you in that case.
7. Damages
8. Missing or Lost package
There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. Rootlab. Politely requests 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 [email protected] to report missing or lost packages. We will get proof of delivery from our Logistics provider to provide you in 1-3 days after we have been notified.If our logistic provider cannot provide proof of delivery, we will resend you the parcel.
9. Questions
If you have any questions about the delivery and shipment of your order, please contact us at [email protected].
This policy was updated on 1st July 2024.
