FAQ

Shipping & Support

At BioHealing Australia, we are committed to providing a seamless shopping experience with fast, reliable shipping and friendly customer support.

Shipping Information

Shipping Costs: Shipping costs vary depending on your location and chosen shipping method. Standard shipping within Australia is free on all orders.

Processing Time: Please allow 24–48 hours for processing your order. Orders placed on weekends or public holidays will be processed the next business day.

Delivery Time: After processing, delivery typically takes 4–18 business days, depending on your location and shipping method.

Order Tracking

Once your order ships, you will receive a tracking number via email. Enter this number on the carrier’s website to view your shipment’s current status.

Tracking information is usually updated within 24 hours after dispatch. If no updates appear, check again after a few hours or contact our support team.

Your shipment may be delayed due to factors such as weather, customs, or carrier backlogs. Please contact us if your shipment is delayed.

Carrier Options

At checkout, you may choose from available shipping options, including standard or express shipping with carriers such as DHL or FedEx.

For the fastest shipping, select the express option at checkout.

Problems with Your Shipment

If there is an issue with your order:

  • Contact our Support Team immediately
  • Include your order number, tracking number, and a brief description of the problem
  • Provide any case or reference numbers from the carrier if available

Missing or Damaged Items:

If any items are missing or damaged upon delivery, contact us within 3 days of receiving your order. Claims made after this period may not be accepted.

Returns & Refunds

Eligibility for Returns

  • Items must be unused and in original packaging
  • Include all tags and accessories
  • Must be returned within 7–15 days of purchase (depending on the reason)

Refunds are not available if:

  • You changed your mind
  • You purchased the wrong product by mistake
  • The product was misused or damaged contrary to instructions
  • You were aware of any product faults before purchase

Damaged or Faulty Products

Contact us immediately and provide photos or videos of the issue

Australian Consumer Law allows refunds for faulty items with no time limit

Refund Process

Contact us for approval before returning any item

  • We will provide a pre-paid return shipping label and instructions
  • Refunds will be issued to the original payment method within 10 business days after inspection
  • Allow additional time for your bank or credit card to process the refund

Important:

  • Change-of-mind returns incur a 10% restocking fee and you are responsible for return shipping costs
  • Products must be returned in their original, unused condition

Month Warranty

Covers defects in materials and workmanship under normal use

  • Excludes damage from misuse, accidents, or unauthorized modifications
  • Warranty claims require proof of purchase and evidence of the defect (photos or videos)
  • Some defective items may need to be returned; return instructions and shipping labels will be provided

Contact Us

For any questions, approvals, or support, contact us:

We are dedicated to resolving any issues professionally and promptly, ensuring your satisfaction with every purchase.