Shipping policy

Order Processing Times

Please allow 1–3 business days to process and ship your order after it has been placed. An order is considered shipped once it has been handed over to our shipping provider and is on its way to your selected address. During peak periods and holidays, our processing times may take up to 7 business days.

Shipping Charges

• Free Shipping (6–14 days)

• Express Shipping (5–9 days) = AUD $5.99

Estimated Delivery Times

As we strive to reduce unnecessary CO₂ emissions during transportation, we limit the distance our orders travel by shipping them directly from the manufacturing location to you.

By avoiding additional fulfillment centers, delivery may take slightly longer to reach you, but every avoided air mile saves the atmosphere approximately 24 kg of CO₂.

The estimated delivery time refers to the total transit time after your order has been shipped to the carrier. This depends on several factors, with your location being the most important. Please refer to the estimated delivery times based on your country of residence:

• Australia: 6–14 days

• International: 6–15 days

Please note that during peak seasons and holidays, shipping carriers may experience delays in transit times and tracking updates that are beyond our control. International shipments may also face unexpected customs delays, which could extend delivery beyond the timeframes listed above.

Order Changes and Accurate Shipping Details

It is the customer’s responsibility to ensure that shipping details are correct and complete at checkout. Incomplete or inaccurate shipping information may result in delayed processing or cancellation of the order.

If our system detects an address issue, our customer support team will email you within 3 business days after the order is placed to verify your shipping details. If we do not receive a response within that time, we reserve the right to cancel your order.

If you notice an error in your shipping details, please email us within 24 hours of placing your order at support@orthocore.com. We will do our best to make changes, but we cannot guarantee modifications after this period.

Delayed Delivery

At Orthocore, we understand that receiving your order on time is important, and we work to ship all orders as quickly as possible. However, in some cases, delivery delays may occur due to circumstances outside of our control.

For example, courier partners may experience unexpected delays or issues during transit, such as severe weather conditions or transportation disruptions. In such cases, we will do our best to work with the courier to ensure your package is delivered as quickly as possible.

Additionally, unforeseen circumstances may delay the processing or shipping of your order, such as product availability issues, address verification problems, or payment processing delays. We will inform you as soon as possible if we encounter any issues that may cause a delay.

Please note that Orthocore is not liable for delivery delays caused by external factors outside of our control, and we cannot guarantee an exact delivery date. However, we will always do our best to keep you updated on your order status and help resolve any problems.

Item Not Received

If you have successfully placed an order and have not received it even though the tracking status shows it as delivered, you should contact the shipping provider to locate your package. Once the item is in the possession of the shipping carrier, we no longer have control over it.

If the issue persists, please contact us at info@orthocore.com. We will do our best to assist you as quickly as possible and resolve the problem.

Sometimes, due to technical issues, tracking information may not be available and the app may not show updates. If you still cannot locate your item in such cases, please contact us at info@orthocore.com, and we will help you resolve the issue as soon as possible.