Shipping Policy


SHIPPING & DELIVERY POLICY

Delivery times are only guidelines, not guarantees. RecoveryPRO Australia will not offer compensation for deliveries
that do not arrive within the specified time frames. If you require products delivered by a certain date, please call
Customer Service to verify your product availability. Some products that can be ordered online may not be in stock.
RecoveryPRO Australia does not guarantee at any time a certain delivery date or time frame for delivery for any
product or order. Any listed time for a shipping method is an estimate only. For orders with deadlines please order
well in advance. RecoveryPRO Australia is not responsible for lost, misplaced, or delayed shipments or damaged
freight by the freight carriers.
All deliveries are authorised to leave, unless instructed otherwise.
We aim to deliver your order as promptly as possible. However, we do not have control over your order once it has
been passed to the courier company. Some deliveries may be late due to your location, accidents or local disruptions.
In these instances, RecoveryPRO Australia will not be liable for any consequential loss. Please ensure that you
CHECK your delivery before signing for it.
It is a condition of shipping that goods can be left at location if no person is available at the time of delivery. If goods
can’t be left at location (drivers discretion) they will be taken back to the nearest depot where you will need to collect
goods at your convenience. Resending goods will incur extra charges. Please provide shipping directions in space
provided during checkout.
RecoveryPRO Australia will not be liable for any failure to deliver ordered goods or any delay in doing so.
Furthermore, RecoveryPRO Australia will have no liability for any damage or defect to goods delivered that is caused
by any event or circumstance outside our control including, but not limited to: strikes, lock-outs and other industrial
disputes, breakdown of systems or network access, natural disasters.
Please be aware that we cannot accept any claim for damages caused by the carrier once you have signed for the
goods “received in good condition” or words to this effect that appears on the carrier’s paperwork/delivery notes.
BY PURCHASING FROM OUR WEBSITE, YOU AGREE TO BE BOUND TO THE TERMS AND CONDITIONS SET
OUT IN THIS POLICY.
Please contact us if you have any questions regarding the shipment of your goods.

CORONAVIRUS UPDATE FOR AUSTRALIAN ORDERS:
Australia Post is currently experiencing significant delivery delays due to limited flights, social distancing requirements
and increased parcel volumes. You can track your delivery through our website for the latest updates of your order.
For the latest information about delays and impacts please visit
https://auspost.com.au/about-us/news-media/important-updates/coronavirus

CORONAVIRUS UPDATES FOR INTERNATIONAL ORDERS:
PLEASE VISIT https://www.ups.com/au/en/service-alerts.page?id=alert1 FOR THE LATEST UPDATES FROM UPS.

PLEASE VISIT https://www.dhl.com/global-en/home/global-news-alerts/global-messages/coronavirus.html FOR THE
LATEST UPDATES FROM DHL.
PLEASE VISIT
https://www.fedex.com/en-au/coronavirus.html?INTCMP=BAL-1005905-5-1-962-1000000-APAC-AU-EN-FY20MAYC
OVIDHBN FOR THE LATEST UPDATES FROM FEDEX.

SHIPPING TERMS AND CONDITIONS
1. Orders are released for dispatch only upon receipt of cleared payment in full or the terms agreed upon.
2. If any changes to your delivery needs to be made, please contact us within 24 hours to do so.
3. If one item on your order is backordered, the order may be dispatched in separate lots. If you would like to
make special arrangements for your delivery, Please email info@recoveryproaustralia.com.au with your
request.
4. On occasion your order will not be delivered in full (generally in the case of Pre-Orders, Back-Orders and
large quantities), please wait a day before notifying us, as usually the remainder of your order will be
delivered the following business day.
5. RecoveryPRO Australia does not have control over the delivery time or date and the courier company may
not be able to fulfil special instructions. If you have questions about delivery time or date or whether special
instructions can be fulfilled, please contact us.
6. Delivery times are based on shipping with the assumption of no delays, if there are delays packages may
take a few additional weeks. Customs clearance can take anywhere from a day to thirty days in our
experience, but for the most part it is typically very fast.
7. Please note that it is not uncommon for an item to not be scanned for tracking upon its arrival at the closest
depot.
8. Please be sure to check all packages for any potential damage during transit. RecoveryPRO Australia is not
responsible for damaged products due to shipping. It is the sole responsibility of the receiving party to fully
inspect the product at the time of delivery for any potential damage. We recommend removing any
protective wrapping to fully inspect the product, before the driver leaves. In addition please count the product
before signing the Delivery Receipt.
9. If the customer refuses delivery, the customer will be responsible for all initial shipping and re-delivery
charges.
10. RecoveryPRO Australia is not responsible for lost, misplaced, or delayed shipments or damaged freight by
the freight carriers after they have been dispatched.
11. RecoveryPRO Australia cannot be held responsible/liable for lost or stolen packages that have delivery
confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s)
with the carrier for damaged and/or lost shipments.
12. RecoveryPRO Australia is not responsible for mis-delivery errors via carrier, or incorrect shipping
information.

INTERNATIONAL SHIPPING POLICY DISCLAIMER
1. We are not responsible for any customs restrictions, tariffs, or other regulations that may apply at Customs
in any country. Any duties or taxes that may apply are your responsibility. If you have any questions, we
encourage you to speak with your customs office, although we will ship any products you order to the
address you provide.

2. The responsibility is yours to check with your country's customs office to verify that your products can clear
customs.
3. We will do our part and follow the exact directions in your order. We will ship your order to the exact address
that you provide. Please keep in mind that once an order has shipped, we cannot change the address
information on an international order, and errors here could cause a delivery delay or rejection.
4. If for whatever reason the package is seized by Customs officials, we will not issue you a refund unless all
products are returned to us in their original condition. The vast majority of orders make it through customs
without any problems, and most orders that are stopped are automatically returned to us. You may be
responsible for any return shipping charges, in accordance with your local regulations.”
5. By ordering from www.recoverypro.com.au, www.recoveryproaustralia.com.au and
www.recoveryproaustralia.com, you are stating that you agree to the above disclaimer. While we rarely have
problems with international shipments, if there is a problem with your order, we will work hard to find a
solution as quickly as possible.
6. International orders will be dispatched from the warehouse 5-10 business days after clearance of purchase
and may take up to 20-30 days to arrive.
7. Australian and New Zealand orders will be dispatched 3-7 business days after clearance of purchase and
may take up to 20 days to arrive.
8. Delivery times are based on shipping with the assumption of no delays, if there are delays packages may
take a few additional weeks. Customs clearance can take anywhere from a day to thirty days in our
experience, but for the most part it is typically very fast.
9. Please note that it is not uncommon for a country to not scan the package for tracking upon its arrival.
10. Please be sure to check all packages for any potential damage during transit. RecoveryPRO Australia is not
responsible for damaged products due to shipping. It is the sole responsibility of the receiving party to fully
inspect the product at the time of delivery for any potential damage. We recommend removing any
protective wrapping to fully inspect the product, before the driver leaves. In addition please count the product
before signing the Delivery Receipt.
11. After your order has been placed, processed and payment approved, your product will ship via common
carrier freight or UPS, DHL or FedEx unless otherwise specified.
12. If the customer refuses delivery, the customer will be responsible for all initial shipping and re-delivery
charges.
13. RecoveryPRO Australia is not responsible for lost, misplaced, or delayed shipments or damaged freight by
the freight carriers after they have been dispatched.
14. RecoveryPRO Australia cannot be held responsible/liable for lost or stolen packages that have delivery
confirmation to the address that was provided. The customer accepts full responsibility to file any claim(s)
with the carrier for damaged and/or lost shipments.
15. RecoveryPRO Australia is not responsible for mis-delivery errors via carrier, or incorrect shipping
information.

IMPORTANT DISCLAIMER FOR ORDERS SHIPPING OUTSIDE OF AUSTRALIA
Note: International customers are responsible for ensuring that the products ordered can be lawfully imported to your
country. When ordering from www.recoverypro.com.au, www.recoveryproaustralia.com.au and
www.recoveryproaustralia.com, the recipient is the importer of record and must comply with all laws and regulations
of the destination country. Orders shipped to countries outside of Australia may be subject to import taxes and
customs duties levied by the destination country once a shipment enters the country.
From our experience, most foreign customers are not charged when they receive the shipment, however, any
additional charges for customs clearance must be paid by the recipient. Customs policies vary widely from country to

country and we recommend contacting your local customs office for further information. If you do get charged an
additional fee, the carrier will expect payment at the time of delivery. If you refuse the shipment because of these
charges, or if an order is rejected by customs due to item restrictions, or if the order is returned because the local
post is unable to locate your address, we can refund you for the cost of the products (which does not include any
shipping or return shipping fees) once the package is returned and processed by our warehouse. Please note that
packages returned by customs can sometimes take a very long time to return, and in extreme circumstances can
take as long as one year or never returned at all. Please ensure that you take all necessary precautions to ensure
that you are familiar with your country’s custom policies.
We advise all dealers and end users to carefully read our policies which contain information on what to do if your
shipment is damaged and outlines our procedures for resolving the situation. Our policies are directly impacted by
freight companies as we have to follow their rules and regulations when submitting a damage claim.

DUTIES AND TAXES
● When a package is shipped internationally, it may be subject to import taxes, customs duties, and/or fees
imposed by the destination country. These charges will typically be due once the shipped goods arrive at the
country of destination.
● Such charges are not included in the product price or shipping and handling cost. These charges are the
buyer’s responsibility as we are only charging the transportation fee for your order.
● RecoveryPRO Australia does not have any responsibility on these additional charges that may apply.
● The buyer is responsible for obtaining information regarding their country’s laws, regulations, and restrictions
that may apply when purchasing our products. By placing an international order (shipping outside of
Australia), the buyer is responsible for abiding by their country’s laws, regulations, and restrictions.
● If a product is seized and destroyed by the customs, or returned to Australia, we will NOT be responsible for
the losses, product, or shipping refunds. It is the buyer's responsibility to cover the shipping costs when the
buyer wishes to have a second delivery attempt after the product is returned to RecoveryPRO Australia.


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