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FREQUENTLY ASKED QUESTIONS:
Our warehouse team are working diligently to reduce any delays and get your order to you as soon as possible.
ATP Science offers a flat rate standard shipping option to all Australian customers. We use a few different courier options depending on your location and will always allocate the best option for getting your parcel to you safely and most importantly, quickly. We use the following couriers:
Australia Post
StarTrack
TOLL
TNT
Aramex
Hubbed
Our Shipping Options Offered to Customers are:
Australia Post: www.auspost.com.au/track/track.html
StarTrack: https://www.startrack.com.au/track/search
TOLL: https://www.mytoll.com/
TNT: https://www.tnt.com/express/en_gc/site/shipping-tools/track.html
ATP Science aims to get all orders dispatched within 1-2 business days of you placing your order. And orders placed by 11am during a weekday shipped same day. ATP Science do not ship orders on public holidays and/or weekends and orders may be delayed during major sales events.
Please ensure that your address is entered correctly in the checkout as ATP Science does not take any responsibility for address discrepancies by the customer. If you notice you have made a mistake please contact us as soon as possible and we will endeavor to have it changed or re-directed but we cannot make any guarantees.
ATP Science does not take responsibility for any delays of your parcel/order from the moment it is handed to the courier driver.
ATP Science does not take responsibility for parcels that have been given an authority to leave on the premises (examples include but are not limited to; leave at the front door, leave over the fence, leave on front porch etc).
ATP Science offers a flat rate standard shipping option to all International customers. We use Australia Post and DHL for all of our parcels shipped overseas (excluding USA).
Australia Post: www.auspost.com.au/track/track.html
DHL: http://www.dhl.com.au/en/express/tracking.html
TOLL: https://www.mytoll.com/
TNT: https://www.tnt.com/express/en_gc/site/shipping-tools/track.html
ATP Science aims to get all orders dispatched within 1-2 business days of you placing your order. ATP Science does not ship orders on public holidays and/or weekends.
ATP Science does not take responsibility for any delays of your parcel/order from the moment it is handed to the courier driver.
Import taxes: You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them via the shipping carrier. These shipping and tax rates vary from country to country and also depend upon the products being ordered. ATP Science has no control over these charges.
Declaration of Value and Product Description: International shipments are processed with a commercial invoice as required to ship internationally. Customs may make additional requests based on local laws and regulations. Due to the complexity of some requests, we cannot guarantee that the additional information requested will be provided. The requests may differ depending on the order value, regulations, and other unpredictable factors.
Your shipping address, phone number, and email address: Please make sure your shipping address, phone number, and email are full and complete. The phone number or email may be used by the shipping company to contact you in case they have problems delivering your order. ATP Science is not responsible if you incorrectly enter your address on your order and will not be responsible for your parcel if it is incorrectly delivered because of this.
Customs & Regulatory information: ATP Science will not be liable for packages refused or held by customs for delivery. ATP Science does not take responsibility for any extra charged to the customer by customs/duty/VAT.
Address or other customer error: If a package is returned to ATP Science due to an address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. This includes all unclaimed deliveries that are returned to sender. A store credit will be issued on returned orders minus the cost of shipping.
Violation of laws: If a package is returned to ATP Science due to a violation of a country’s laws or import regulations, the customer will be responsible for any and all fees billed to ATP Science as a result. A refund will be issued for merchandise only, upon receipt of the returned package. If an order is seized and destroyed by customs due to regulatory issues, the customer will not receive credit for the merchandise or shipping cost.
Notes on returned packages: If an order is rejected by customs or unable to be delivered, and the cost to return the goods is greater than the value of the goods, ATP Science will instruct the carrier to abandon the package. The customer will not receive a refund for the order or shipping cost.
If a delivery is rejected by the customer unwilling to pay the duties or taxes, ATP Science will only accept the rejected order if the value of the package is more than the cost of ALL shipping costs incurred. If the cost to return the items exceed the cost of goods then ATP Science will instruct the agents to destroy the package and no refund will be available (and you may still be liable to pay your customs duties and taxes). If we do accept the return of the goods the refund will be the total of the order minus the total shipping costs (which in some cases is expensive).
We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering.
Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed.
