Shipping, Payments, and Returns

The information contained herein also form part of our Terms and Conditions.

There are several ways you can order products from us:

  • Preferred method: shop online using our secure online store (protected by secure SSL encryption)
  • Over the phone by calling 02 4997 2530 (or tollfree from landlines only 1800 22 55 00)

or

  • Mail to:
    NTP Health Products
    P. O. Box 34
    Tea Gardens NSW 2324
    Australia

 

The following information has been provided in good faith and should be read in conjunction with our Terms and Conditions.

 

SHIPPING

Retail Customers:

We ship via Australia Post or courier. The method of delivery will be chosen at our discretion.

There is a $9.90 charge per order for deliveries within Australia. A postage/freight quote will be provided for overseas deliveries unless otherwise stated at the time of ordering.

Once your order has been dispatched, you will receive an email which you can use to check the status of your delivery. If you cannot find this email in your Inbox, please check your Junk Mail/Spam folder. Please check your delivery status before contacting us.

Due to ongoing incidents of theft and fraud, we are unable to allow special instructions for delivery (including but not limited to Authority to Leave instructions such as 'Please leave at door if nobody home'). Accordingly, ALL parcels MUST be signed for.

In the event that you are not available to receive/sign for your parcel when delivered, Australia Post/Courier will leave a Card advising that they have attempted delivery. Australia Post will advise where your parcel is awaiting your collection; a courier will leave instructions for collection on their Calling Card.

We strongly recommend you collect your parcel as soon as possible from Australia Post. Australia Post will only hold parcels for a limited amount of time (approximately 10 working days). When the collection period expires, any uncollected parcels are returned to us as 'undeliverable'. Australia Post charges us a fee for returning the parcel, which we will pass on to you.

When a parcel is returned to us UNDELIVERABLE after all methods of delivery have been exhausted, we will contact you by telephone only on the number provided on the initial order. If we cannot contact you, your parcel will be returned to stock and any charges will be processed.

Any return fee charged by Australia Post or courier will be charged to your credit card provided at the time of ordering or a Paypal invoice will be issued to the email address provided on the order. An invoice and payment receipt will be mailed to you for your records. Consequently, we will not be responsible for your failure to collect your parcel prior to it being returned to us. Nor will we be liable for any additional charges that may be incurred should you instruct us to resend your parcel (you will have to pay an additional delivery fee). To avoid this situation please collect your parcel as quickly as possible.

If you would normally provide an Authority to Leave instruction, we recommend that you instead supply an alternative delivery address, where someone you trust will be available to sign for your parcel.

Wholesale customers:

Please note that postage/shipping fees are charged in addition to your order. This cost is NOT automatically calculated by our shopping cart at the time of placing your order, because freight charges can vary enormously depending on the delivery address/weights/sizes. Therefore, wholesale orders are calculated with a $0.00 value against shipping and the shipping fee is then calculated and applied to your total due for payment AFTER your order has been submitted to us. By submitting an order via our Shopping Cart as a wholesale customer, you agree to pay the shipping fee applied to your order by us.

In the case of large orders or high fees, we MAY choose to contact you to obtain your approval to proceed, at our discretion. Should you require a specific quote for shipping, please call us or contact us by email.

Parcels are sent by Australia Post OR by freight company. The cost will be calculated and you will be advised prior to finalising your payment. The freight method (unless specified by you) will be at the discretion of NTP Health Products.

Once your order has been dispatched, you will receive an email which you can use to check the status of your delivery. If you cannot find this email in your Inbox, please check your Junk Mail/Spam folder. Please check your delivery status before contacting us.

Due to ongoing incidents of theft and fraud, we are unable to allow special instructions for delivery (including but not limited to Authority to Leave instructions such as 'Please leave at door if nobody home'. Accordingly, ALL parcels MUST be signed for.

In the event that you are not available to receive/sign for your parcel when delivered, Australia Post/Courier will leave a Card advising that they have attempted delivery. Australia Post will advise where your parcel is awaiting your collection; a courier will leave instructions for collection on their Calling Card.

We strongly recommend you collect your parcel as soon as possible from Australia Post. Australia Post will only hold parcels for a limited amount of time (approximately 10 working days). When the collection period expires, any uncollected parcels are returned to us as 'undeliverable'. Australia Post charges us a fee for returning the parcel, which we must pass on to you.

Consequently, we will not be responsible for your failure to collect your parcel prior to it being returned to us. Nor will we be liable for any additional charges that may be incurred should you instruct us to resend your parcel (you will have to pay an additional delivery fee). To avoid this situation please collect your parcel as quickly as possible.

If you would normally provide an Authority to Leave instruction, we recommend that you instead supply an alternative delivery address, where someone you trust will be available to sign for your parcel.

When a parcel is returned to us UNDELIVERABLE after all methods of delivery have been exhausted, we will contact you by telephone only on the number provided on the initial order. If we cannot contact you, your parcel will be returned to stock and any charges will be processed.

Any return fee charged by Australia Post or courier will be charged to your credit card provided at the time of ordering or a Paypal invoice will be issued to the email address provided on the order. An invoice and payment receipt will be mailed to you for your records.

International Shipping:

Orders that are placed with us for delivery to any country outside Australia will be processed at our discretion - order acceptance is not guaranteed.

If you are placing an online order from outside of Australia, please choose the EFT (Australian Bank Deposit) option for your payment method. A nominal freight fee in $AUD will be automatically applied to your order at the time of checkout – this may NOT be the actual cost of freight to the address you have specified. If your submitted order is accepted for processing, the actual cost of freight to your delivery address will be calculated and any amount above that indicated on your order will be added to your final invoice. We will email this invoice to you so that you can arrange your EFT (Australian Bank Deposit) payment – it MUST be paid prior to dispatch. We will not accept payment in any other format for Overseas orders. If we have not received your payment within three (3) days, we will be obliged to cancel your order and return the stock to our cart.

Any and all items purchased from this shopping cart or from NTP Health Products may attract custom duties and/or other fees in transit/upon reaching the final delivery address in that country of destination. Any taxes, duties or other fees imposed in the destination country will be the responsibility of the purchaser. Delays in shipping and/or receiving the purchased goods due to formalities in that country or due to unpaid duties, fees etc will NOT be the responsibility of NTP Health Products.

PLEASE NOTE: We cannot send hydrogen peroxide via Australia Post OR overseas. If purchasing for delivery within Australia phone us on 02 4997 2530 (or tollfree from landlines only on 1800 22 55 00) to obtain the cost of road freight which would have to be added to the order. Deliveries MUST be to a physical address and MUST be signed for.

 

PAYMENTS

Acceptable forms of payment include CHEQUE, MONEY ORDER or PayPal and we also accept payments via credit card - MASTERCARD, VISA or AMERICAN EXPRESS cards only. Your credit card will be charged at the time of shipping.

All prices are in Australian Dollars ($AUD) and include GST (Australian Goods and Services Tax ) if applicable.

Please advise us if you ever experience any problems with your order. If you receive anything that you are not happy with or if you find any goods missing, then let us know on receipt of the order and we will rectify the problem according to our Terms and Conditions.

 

RETURNS 

BEFORE READING THIS POLICY, please be sure that your product was purchased directly from us at NTP Health Products, and not from one of the many businesses around Australia that we distribute to. If you have purchased from a store (such as a health food store, gift store, pharmacy or similar) OR ANOTHER COMPANY'S WEBSITE, please contact them to discuss your issue.

This policy has been copied from Section 19 of our Terms and Conditions, which should be read in full before applying for a Returns Authorisation.

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable foreseeable loss or damage. You are also entitle to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Returning Products to Us

ALL claims must be made within 5 days of receipt of delivery. Notification of the claim MUST be made to NTP Health Products. This can be done by contacting us on 1800 22 55 00 (Australia only) or 02 4997 2530 (Australia only).

Products have a conditional 30 day money back guarantee.

For a full refund:

- on faulty goods, products are to be returned within 30 days of purchase. All returns must be accompanied by proof of purchase.

- if you've simply changed your mind or have made a wrong decision, goods are to be returned in their original and re-saleable condition (i.e. unopened and unused) within 30 days of purchase (Refer to Section 6 of our Terms and Conditions).

Goods or Services will not be accepted for refund outside the 30 day period. All refunds will be credited by way of initial payment type (e.g. credit card) and refunds will be for the cost of goods only. Refunds for delivery expense will be offered should the product be faulty and you do not want the goods to be replaced. Any products that are not faulty and have been returned opened or used will be returned to the customer at their expense.

Please note: Food items can not be returned unless specified.

Products (except food items) can be returned after an authorisation has been given.

To obtain a return authorisation or if you have any questions regarding this policy please call 1800 22 55 00.

This guarantee is in addition to your statutory rights. Subject to change.

 

QUESTIONS?

Our office hours are Monday to Friday, 8.30am to 4.30pm (EST). If you need to contact us outside of these hours please leave a message on our answering machine or email us mail@ntphealthproducts.com

If you would like any further information, or have any queries you can telephone us on 02 4997 2530 or tollfree (from landlines only) on 1800 22 55 00, email or write to us.