Delivery & Returns
Last Updated: 26 MAY 2023
Dispatch Times: Domestic and international orders are dispatching within 1-4 business days, excluding weekends and Public Holidays.
Express Post: Australia Post is no longer offering Next Day Guarantee due to high volumes and adherence to social distancing protocols. Please allow up to 5 business days for delivery of Australia Express Post Parcels.
Australia Post Express Post
For orders within Australia, Express Post is $14.95.
2-5 business days*
Australia Post Standard Mail
For orders of $70 and over within Australia, FREE Standard Shipping.
4-10 business days
*If outside of the Express Next Day Network, please allow for possible delays.
Experiencing a delay? We recommend closely monitoring the tracking information provided to you by email for the latest updates regarding your parcel. Our team will continue to closely monitor all parcels and work with our shipping partners to ensure the delivery of all orders. See How Can I Track My Order? below to learn how to track your Roogenic order.
Stay up to date on your delivery: Most international orders can expect an update from Australia Post only once the parcel has reached customs within the destination country – until then, you can be assured your parcel is on its way to you if the tracking details show that the parcel is “enroute”. Unfortunately, any delays or updates are out of our control. You can be assured we are monitoring all international deliveries. We want to thank you in advance for your patience and understanding during this unprecedented time.
Shipping Fees: As shipping costs are based on weight, we recommend selecting pouches or tea bags, where applicable, rather than glass jars to reduce shipping costs. Please note: Shipping fees are only a guide and do not include customs processing times upon arrival at the destination country. Please check your country's import policy to find out more.
Contact Us: If you have any questions about international shipping or your parcel, please contact our Customer Care here or by phone on +61 436 481 525 (Mon-Fri 8am-2:30 pm AWST).
HOW CAN I TRACK MY ORDER?
All customers receive an automated tracking confirmation email within 1-4 business days making it simple for each customer to track the deliver of their parcel.
You can rest assured our team will dispatch your order within 1-4 business day. If you do not receive the tracking information with 5 business days, please check your junk inbox or contact our Customer Care on 1300 133 480 (Monday to Friday 8am - 2.30pm AWST) or firstname.lastname@example.org. We will be happy to provide you with an update if you have experienced a delay in a courier issuing tracking information to you.
ROOGENIC RETURNS AND EXCHANGE POLICY
Roogenic pride themselves on customer satisfaction and customer care. We want you to be completely happy with your purchase.
If you are unhappy with your purchase you are welcome to receive a refund of the purchase price (excluding initial delivery charges and a re-stocking fee). The re-stocking fee will be 10% of the original purchase price. Items must be returned to us within 30 days of purchase, provided the product is in its original saleable condition.
HOW DO I RETURN AND/OR EXCHANGE SOMETHING?
Online purchases can be returned in-store, or via post. If returning via post, please package the item/s securely and post to the address below. Please note we do not cover the postage cost. If you want to return or exchange please contact us on 1300 133 480.
MY ITEM IS FAULTY?
In the event that your product is faulty, then a replacement, a refund or store credit will be awarded. If the item is faulty please contact us on 1300 133 480.
RETURNED TO SENDER
If you give the wrong mailing address or do not pick up your parcel, and the package is returned to us, you will be liable to pay for shipping again.
Order No: Please supply your order number
1/11 Roper St
O’Connor WA 6163
Customer Service: 1300 133 480
Or please contact us using the Contact Form