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Frequently Asked Questions

FAQ

 

General

What is picknship? 

We are an Australian online retailer selling Australian approved and trusted products at an everyday low price.  We are 100% Australian-Owned and Operated.  All the products we sell are 100% Genuine, 100% Australian Approved and they are 100% Compliant with Australian Standards.

Where are you located?

All products supplied by us are carefully packaged and shipped directly from our warehouse located in Sydney, Australia to our customers all around the world.

How can you charge such low prices?

We operate a low cost operating model dealing directly with the manufacturers. Our knowledge and experience within the industry coupled with our purchasing power constantly drives prices down.  We specialise in health and wellbeing and we endeavour to meet customer needs of Australian quality products at an everyday low price.

What is the responsibility of your staff?

Your well-being is important to us. Our prime objective is to ensure the safety of our customers and the safe use of all our products.  We reserve the right to refuse any orders we deem to not fit our criteria, or is of a nature that may be unsafe in its volumes or capacity for misuse.

Delivery

What happens if I am not home when my order is delivered?

Your order will be delivered to the provided address and will require a signature on receipt from whoever accepts the order. It is recommended you provide a work address for delivery if no one is home during business hours.  The parcel cannot be left unattended. Where no one is home to sign for the parcel, a card will be left detailing the nearest collection outlet where the parcel can be collected during normal business hours.

What happens if I do not collect my parcel within the specified time frame?

In the event you are not home at the time of delivery it is your responsibility to collect your order from the designated collection point within the specified timeframe to avoid incurring additional fees to redeliver your order.  If you fail to collect your order, it will be returned to our distribution centre located in Sydney, Australia. We will refund you the amount less the freight incurred by us to send the order in the first place and the return freight charges.

Can I track my delivery?

We have partnered with Australia Post to ensure a fast cost effective delivery solution. The cost of the freight is calculated automatically by the website once you complete your order, with the charge being shown before checkout.  Your delivery can be tracked using the following link http://auspost.com.au/track

What happens if customs prevent my order from entering the country of delivery?

Each country has its own custom requirements for specific products and quantities.  It is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to us by customs in a resalable condition, we will refund the amount less any freight charges incurred by us.

How long before I receive my order?

Please allow 1-2 working days (Monday – Friday) for order processing before dispatch of your order.  For orders to an Australian address, using regular shipping, allow 1-7 days for your order to arrive depending on the distance from Sydney and the priority selection made at checkout.  International orders will be dispatched via Airmail. Please allow 3 – 10 days for international Airmail deliveries.   

Ordering

What happens if a product on my order is not in stock?

If any items on your order are out of stock, it may take an additional 1-2 business days to source these products.  In the event we cannot fulfil your order or some items cannot be sourced, we will refund the difference back to your credit card (or other payment method).  These refunds may take several business days to appear on your statement.

Can I cancel my order if I change my mind?

The best way to cancel an order is to contact us via email info@picknship.com.au.
Orders that have been dispatched cannot be cancelled. You will need to return the order back at your expense. If the product and packaging is in its original condition, we will refund the amount less the freight incurred by us to send the order in the first place.  Not all purchases are eligible for return. Items not eligible include: vitamins, formula, food and medicine (as storage conditions may be compromised and product could be tampered with). We apologise for this necessary inconvenience.

Is my order confidential?

We will only collect information that is necessary to provide you with products or services.  Confidential information about your transaction is only stored by us and this information is not shared with other organisations. We also securely package our orders so that the contents are not visible and we enclose the invoice inside the package to maintain your confidentiality.

How can I track the progress of my order?

We have partnered with Australia Post to ensure a fast and cost effective delivery solution. Your order can be tracked using the following link http://auspost.com.au/track using your consignment number.

Do you have quantity restrictions?

We reserve the right to monitor and limit the purchase amounts of products at our sole discretion to what we consider to be a non-commercial quantity.  We welcome commercial-sized quantities by request  info@picknship.com.au.

Where is my order coming from?

All online orders are carefully packaged and shipped directly from our distribution centre located in Sydney, Australia.

Returns

Can Vitamins be returned for refund or exchange?

Unfortunately, vitamins cannot be returned or exchanged. Please choose carefully.

What is your return policy?

We are committed to 100% customer satisfaction with our service and your purchase. If you are not satisfied with your order, for any reason, we will be pleased to accept a return or exchange. We have a 7-day return/exchange policy. Eligible returns or exchanges can be processed by email info@picknship.com.au  Please refer to our Returns Policy for additional information.

What can I do if I received a faulty or damaged product in my order?

If you receive an item that is faulty or damaged please contact us within 7 days of delivery with your invoice number and a description of the condition of the faulty or damaged item accompanied by a photo of the damaged goods for assessment. We will reply to your email within 48 hours either requesting additional information or with the issue of a credit authorisation number. Please note that unauthorised returns may be refused.

Catalogues & Promotions

Are all items available?

For reasons outside our control, sometimes some items displayed on our website/catalogues may be temporarily unavailable. In the event we cannot fulfil your order or some items cannot be shipped, we will refund the difference back to the payment method used at the time of purchase. Please allow several business days for refunds to appear on your statement.

When do I use my promotional code?

To qualify for a promotional discount the promotional code needs to be entered at the time of checkout for the offer to be redeemed.  Only valid promotional codes can be redeemed. 

Can I use more than one promotional code with my order?

Sorry, a promotional code cannot be used in conjunction with any other offer.