Shipping rates are charged based on a calculation of the weight and volume of your order, to your specified destination. This rate is shown as “Shipping Cost” in the Checkout. Standard Shipping is free for all orders over $50.
Dispatch and delivery
We will dispatch the order within two working day. You will be able to view your order tracking number in your confirmation email. Delivery times will vary based on location.
Shipping within Australia is generally carried by Australia Post, though we may opt to use an alternate service where necessary. Please ensure a valid address is supplied - we can deliver to residential, business and PO Box addresses.
A courier service is used for international shipping. Your full name, phone number and email address is required, as well as a valid shipping address. You will be contacted by our courier service in regards to customs, duties and fees where applicable and necessary.
Customs regulations are often complex and vary greatly from country to country. Unfortunately, DSM cannot guarantee any package will be accepted by customs.
It is the customer’s responsibility to ensure any product ordered is not restricted in their country, and the customer is responsible for paying any customs or import taxes, duties and fees charged by the relevant agency.
If you are concerned that your product order may be delayed or seized in transit, we recommend that you contact your local customs office for more details on the importation regulations and restrictions before placing your order.
If your order is seized by customs, you are responsible for contacting the customs office and resolving the issue. DSM cannot assist in clearing goods through customs, and will not refund or credit for goods seized.
If your order was refused by customs and returned to DSM, you will be refunded the original amount of your purchase, minus the shipping fee and return fee once the product has been received back into our possession. The return fee is equal to the cost of shipping.
Returns and refunds
We will not cancel or refund an order based on “change of mind”. In accordance with any statutory rights you may have under the Competition and Consumer Act 2010 (Cth), which cannot be excluded, we will replace or reimburse you for any product which has been delivered to you and is faulty or damaged. If you wish to return such a product, we request that you do so through our “contact us” page.
We reserve the right to not supply products based on your location.