Customer Service Policy GAPS Australia is committed to providing exceptional customer service and quality products.  We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Shipping & Delivery Policy Shipping: Our products are delivered Australia wide using Australia Post eParcel Registered Post. Some products can be sent international, however some restrictions apply to some products, and we encourage international orders to contact us prior to placing the order. Shipping costs are influenced by the size and weight of the product and specific to your post code location. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full 100 grams or less. All parcels are dispatched from Brisbane, Australia. Exact shipping costs are calculated in the shopping cart and will be added to the order total before you commit to buy at the checkout. Goods shipped within Australia usually attract GST. All prices are displayed in the default of AUD (Australian Dollars.) Delivery & Order Status: Orders will be processed and dispatched within 2 business days and shipping times are estimated at between 2-7 business days depending on your location within Australia.  (this makes an estimated delivery time of 4-10 days at the point of your purchase and sooner for some consignments.  Your order status can be viewed within the online shop top tab marked ‘Order Status.’ Tracking: All our parcels are traceable through our tracking system with eParcel. Please contact us if you do not receive your parcel after ten days from placing your order online and we will track your item and advise on its delivery status. We appreciate your patience in giving the parcel time to be processed and delivered before seeking your order tracking status. All parcels are sent with registered post which means delivery to your door that requires a signature. In the case that no one is home to sign and receive the parcel, the postman will leave a card advising instructions to pick up your parcel from your local post office. If you know that you are not going to be home and want your parcel left at the door, you can authorise your consent to leave your parcel at your front door or other secure area that is easy to access by advising us of these instructions in writing when placing an order through the check out in the order instructions box and we will ensure your delivery instructions are met. Our Gi Pro-Health products: Yoghurt Starter and S.Boulardii are sent complementary express on Mondays and in some cases this will be sent in a separate parcel to other items with ice packs to keep their journey a little cooler for a little longer. If you purchase other items in the same online order, they will be held and sent only when the yoghurt starter is due for shipping on the following Monday. The manufacturer has advised that these items can be left out of the fridge for 2 weeks before the culture begins to die so we are confident that the overnight delivery, ice packed express journey will have no penetration on the culture quality. Your postal location and the size of your remaining order will determine whether all items will be sent together express with the Gi Pro-Health products or whether the remaining items will be sent regular post, so please don’t be alarmed if you receive different parts of your parcel on different days as a result). Whilst we make every effort to ensure that care is taken to provide a complementary express service on ice to protect the product, we would like to advise that it is the customers responsibility to ensure that they are available to collect the express parcel on the following day so that they can ensure that it is refrigerated upon delivery. In the case that no one will be home to collect the express item, the postman will leave a card advising you pick up your parcel from the post office that afternoon (unless you provide consent to leave at the front door but we cannot be held responsible for the hot whether that may expose the product to more heat).  If a public holiday falls on a Monday, these items will be sent express on the next working day. Returns Policy Please choose carefully.  We do not normally give refunds if you simply change your mind or make a wrong decision. Approved store refunds are reimbursed to customers as a store credit, unless otherwise arranged under special circumstances. Acceptance of returns are specific where goods are faulty, have been wrongly described, are different to the product purchased on the website or doesn’t do what it is supposed to do. These items should be returned, unopened within 30 days of delivery or refunds will not be considered. Some items requiring refrigeration cannot be returned. We will gladly pay the return shipping costs only if the return is a result of our error or you received an incorrect or defective item. If you need to return an item, simply email your request to GAPS Australia. If we have agreed on a refund, you should expect to receive your refund within four weeks of sending your package to us, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).