SHIPPING

Upon placement of your order, you will be sent an order confirmation to your email address. This also confirms that we have received your order. If you have not received an order confirmation, please verify that you have completed the payment process.

Once we have shipped your order, you will receive an automated email that includes the tracking information.

SHIPPING CUTOFFS FOR DAILY DISPATCH

Monday - Friday: Orders will be shipped within 48 hours. 

AUSTRALIAN SHIPPING

All orders within Australia qualify for flat rate shipping. Domestic orders are fulfilled through Sendle with an estimated shipment time of 3-7 business days.

INTERNATIONAL SHIPPING

International shipping is not included in our flat rate shipping offer. Please email hello@surfaceactive.com.au to receive a shipping quote based on the value, weight, and destination of your order. International orders are fulfilled through DHL with an estimated shipment time of 2-3 weeks. Orders shipped outside of Australia may be subject to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees.

POSSIBLE DELAYS

All shipments may encounter delays due to high volume or bad weather that extends beyond the expected delivery time frame provided by the carrier. International shipments are subject to customs procedures leaving Australia and arriving in the destination country which may cause further delays.

CANCELLATIONS

You may email our customer care team within 2 hours of placing your order during business hours to request a cancellation. Once we have begun to prepare an order, it is not possible to cancel. Refunds for cancellations are applied once we provide confirmation.

PROMOTIONS

Limit to one promotional code per order. Promotions are conditional upon quantity and specified time frame. If you have difficulty in processing any promotions, please contact us.

RETURNS

We will gladly offer a store credit or refund on all products returned to us within seven days of your receipt, provided they are returned in their original packaging, in an unused condition. Please be aware that due to hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition. Please contact us no later than 2 days after receiving your parcel (via email) to discuss your preferred course of action. On request, a return shipping label will be provided via email.

You can choose between a refund, or store credit when goods are faulty or when the product supplied is different from the product purchased. Please contact us no later than 2 days after receiving your parcel (via email) to discuss your preferred course of action.

Surface Active is not responsible for individual reactions or irritations a product may cause and we do not offer refunds or credits under these circumstances. We encourage you to read the ingredient list on the product page on our website or on the product packaging to ensure the ingredients are safe for you to use. Please contact our customer service team if you require further information on any product before purchase.

Please return your product using the shipping label provided. Any items for return must be received in the original condition. Surface Active will not be responsible for parcels lost or damaged in transit if you choose not to insure. Returns are to be received by Surface Active within 7 days of the returns approval. Any refunds will be credited to the original method of payment.