Shipping policy

Shipping Policy (Tokyosupplements.com.au)

Effective date: 22 February 2026
This Shipping Policy explains how TokyoSupplements (tokyosupplements.com.au) (“we”, “us”, “our”) processes, dispatches and delivers orders placed through our online store. Our orders are packed and dispatched through a third-party logistics provider (3PL) fulfilment partner and delivered using reputable carriers.

By placing an order, you agree to the terms in this Shipping Policy, in addition to our Terms & Conditions.

1) Where we ship

  • Australia: We ship to most Australian residential and business addresses.

  • New Zealand and Others (if enabled at checkout): International shipping terms may differ, including customs charges and longer delivery times.

If your address is in a remote or restricted location, delivery may take longer or require alternative services.

2) Order processing and fulfilment (3PL dispatch)

  • Orders are generally processed on business days (Monday to Friday, excluding public holidays).

  • Dispatch times may vary depending on:

    • stock availability,

    • peak periods (sales events, holidays),

    • carrier disruptions,

    • additional verification checks for fraud prevention,

    • operational constraints of our 3PL partner.

Processing time refers to the time between placing your order and when your parcel is handed to the carrier. Delivery time refers to the time from carrier pickup to delivery.

3) Shipping methods, delivery estimates and timeframes

Delivery estimates shown at checkout are indicative only and are not guaranteed. Actual delivery times may be affected by carrier volumes, weather events, public holidays, industrial action, customs processing (for NZ), or other circumstances beyond our control.

Typical delivery windows (Australia) may include:

  • Standard delivery: generally several business days

  • Express delivery (if offered): generally faster than standard

Remote areas may take longer than metro areas. We do not guarantee delivery by a specific date.

4) Shipping costs

Shipping costs are calculated at checkout based on:

  • delivery destination,

  • parcel weight/volume,

  • selected service level (standard/express),

  • current carrier pricing.

From time to time, we may offer free shipping promotions or discounted shipping thresholds. These promotions may be subject to conditions and may not apply to all locations or services.

5) Tracking and delivery notifications

Where available, tracking details will be emailed or messaged to you once your order is dispatched. Tracking updates are controlled by the carrier, and there may be delays between scanning events.

If you haven’t received tracking information within a reasonable time after ordering, please check:

  • your spam/junk email folder, and

  • whether your order confirmation was received.

6) Authority to Leave (ATL) and safe drop

Some carriers may deliver using Authority to Leave (ATL) or “safe drop” depending on the service selected and the carrier’s policies. If ATL is used, the carrier may leave the parcel in a location they deem reasonably safe (e.g., porch, reception, mail room).

If you are concerned about safe drop, we recommend shipping to an address where someone can receive the parcel (e.g., workplace) or using a service option that requires signature (if available).

7) Incorrect, incomplete, or mis-addressed orders (important)

You are responsible for providing a complete and accurate delivery address at checkout, including:

  • unit/apartment number,

  • street number and street name,

  • suburb,

  • state,

  • postcode,

  • country (if applicable),

  • a contact phone number (recommended for carrier delivery queries).

7.1 If you enter the wrong address

If an order is dispatched to the address provided by you, we are not responsible for loss, delay, or non-deliverycaused by:

  • an incorrect or incomplete address,

  • an address that cannot accept deliveries,

  • a redirection request you made with the carrier,

  • refusal of delivery,

  • failure to collect from a collection point or post office within the carrier’s hold period.

7.2 Address changes after ordering

  • Address changes are only possible before dispatch and cannot be guaranteed once the fulfilment process has started.

  • Once a parcel is handed to the carrier, we may not be able to intercept, re-route, or edit the address.

7.3 Return-to-sender due to address issues

If a parcel is returned to us/our 3PL due to an address error or failed delivery, you may be required to pay re-shipping costs before we can resend it. If reshipping is not possible, we may offer a refund minus shipping fees and any return handling costs, subject to applicable consumer laws.

8) Lost parcels, stolen parcels and delivery issues

We work with our 3PL and carriers to help resolve delivery issues. However, risk and responsibility depend on the circumstances and carrier outcomes.

8.1 Lost in transit (carrier-confirmed)

If the carrier confirms the parcel is lost in transit, we will generally:

  • lodge an investigation/claim with the carrier, and

  • where appropriate, arrange a replacement shipment or store credit/refund in line with our policies and applicable Australian Consumer Law.

8.2 Delivered but not received (“missing after delivery”)

If tracking shows Delivered, but you cannot locate the parcel:

  1. Check around your property (porch, side gate, mail room, reception).

  2. Ask household members/neighbours/building management.

  3. Contact the carrier using your tracking number.

  4. Contact us with:

    • your order number,

    • delivery address,

    • tracking number,

    • any relevant details (e.g., CCTV availability).

If a parcel is marked Delivered and the carrier confirms delivery to the provided address (including safe drop/ATL), we are not responsible for theft, loss, or damage after delivery, except where required by law.

8.3 Carrier delays

Carrier delays can occur, especially during peak periods. We do not provide refunds solely for shipping delays outside our control.

9) Damaged parcels or incorrect items

Please inspect your parcel as soon as possible after delivery.

9.1 Damaged in transit

If your order arrives damaged:

  • Contact us within 7 days of delivery (or sooner if possible).

  • Provide:

    • order number,

    • photos of outer packaging, inner packaging, and the damaged product(s),

    • a short description of the issue.

We will work with the 3PL/carrier to assess and, where appropriate, arrange a replacement or other resolution.

9.2 Incorrect item received

If you receive the wrong item:

  • Contact us within 7 days of delivery.

  • Provide photos of the item received and packing slip (if included).

We will arrange the correct item to be sent and provide return instructions if needed.

10) Split shipments and partial deliveries

To improve delivery speed, some orders may ship in multiple parcels (e.g., items stored in different locations or backordered items). If this occurs, you may receive multiple tracking numbers.

11) Backorders and out-of-stock items

If an item is out of stock, we may:

  • delay dispatch until all items are available,

  • ship items separately, or

  • offer an alternative product or refund.

We will contact you if a significant delay is expected.

12) International shipping (New Zealand and Others, if applicable)

For NZ and Others orders:

  • Delivery times are typically longer due to international transit and customs processing.

  • You may be responsible for duties, taxes, or import fees charged by NZ customs or the carrier.

  • We are not responsible for delays caused by customs clearance.

13) Special circumstances

We are not liable for shipping disruptions caused by events beyond reasonable control, including (but not limited to):

  • natural disasters, severe weather, floods, bushfires,

  • carrier network disruptions,

  • public holidays,

  • strikes or industrial action,

  • government restrictions or public health measures,

  • customs or border delays (international).

14) Our responsibility and disclaimers 

  • We use a 3PL fulfilment partner and third-party carriers; delivery performance and scanning events are controlled by carriers.

  • We take reasonable steps to pack and dispatch orders correctly, but we are not responsible for:

    • parcels lost, delayed, or misdelivered due to incorrect/incomplete addresses provided by the customer,

    • loss, theft, or damage after tracking shows Delivered (including safe drop/ATL), except where required by law,

    • carrier delays outside our control,

    • failed delivery due to the recipient being unavailable or not collecting from a collection point within the carrier’s timeframe.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (or New Zealand consumer law where applicable).

15) Contact us

If you need help with shipping, tracking, or delivery issues, contact us with your order number:

Tokyosupplements.com.au
Email: services@tokyosupplements.com.au

Phone: 1300-850116

Customer Support Hours: Mon ~ Sat 9AM ~ 6PM (Sunday and Holidays Close)