Shipping & Refunds Policy

SHIPPING POLICY

Order fulfilment during the COVID-19 outbreak (Updated 5 May 2020)

It's business as usual at Doctor Proctor’s with our online store and warehouse operations carrying on as normal. 

DISPATCH TIMES - In most cases this is within 1-2 business days although this can stretch to 3-4 business days after a weekend or during a promotional period. We appreciate your patience during these unprecedented times.

AUSTRALIA POST - Please note that Australia Post have advised of delays across their entire network due to the COVID-19 situation. Please click here to learn more about the delays and how deliveries are currently being affected.  

AUTHORITY TO LEAVE - Australia Post have advised the following during this period; "To minimise the risk of contracting or spreading coronavirus, all parcels will no longer require a signature for delivery and/or collection. In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, our staff member will ask and record the customer’s name and sign on their behalf. The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter. For deliveries with specific signature requirements, we will be working with our customers directly to ensure these continue to be met." 

How much does shipping cost?

Shipping is free for all orders over $100. If under $100 the shipping fee is a $5 Flat rate.

Do you ship internationally?

Not at this time. We currently ship to Australian addresses only.

How long does shipping take?

UPDATE - Please refer to the above information relating to Australia Post delays during the Covid-19 situation. 

All parcels are shipped from Doctor Proctor’s Melbourne warehouse facility using Australia Post. Once an online order has been placed, it will be dispatched within 1-2 business days.

You will receive an email with your tracking information once your order has been shipped. You may track your order via Auspost.com.au once your order has been dispatched from our warehouse. 

Approximate times are as follows;

Metropolitan (Melbourne, Sydney, Brisbane, Adelaide) - 2 to 3 business days

Regional NSW, VIC, QLD, ACT, SA, WA, NT - 4 to 6 business days

Remote QLD, SA, WA, NT, TAS - 7 to 10 business days

Please note: Shipping times are a guideline only and are subject to change. You may experience slightly longer delivery times during peak periods (Christmas, Mother's Day, etc), promotional campaigns, due to wild weather, or due to other delivery issues that are unforeseen or unavoidable events beyond Doctor Proctor's control.

Express Shipping

Due to COVID-19 express shipping is still the fastest way even though there may be delayed delivery times on their express network.

Special Instructions / Authority to Leave 

If you would like to provide special instructions for delivery (Eg. Authority to leave at the front door if no answer), please include this information in the shopping cart notes (prior to the checkout) when making your purchase. Please note that even if special delivery instructions are provided, Doctor Proctor’s does not take responsibility for lost or stolen items. If you have tracked your item online and have a ‘delivered’ status but have not received your item, you’ll need to contact Australia Post online or on 13 76 78.

Please Note

If you have tracked your item online and have a ‘delivered’ status but have not received your item, you’ll need to contact Australia Post online or on 13 76 78 directly, using options 1,1,0 and then add your tracking ID. Doctor Proctor’s does not track any items, it's up to the customer to get in touch with Australia Post using the above methods and your tracking ID.

Click and Collect

There are no collections from our facility.

Weekends and Public Holidays

Please note that Doctor Proctor’s does not dispatch orders on weekend’s or Victorian public holidays.

Returns & Refunds Policy
If you are unhappy with our product for any reason please get in touch within 3 business days of the item's delivery and we will provide you with a replacement based on our investigation. In order to investigate we will need images of what has been received within this time-frame. If we don’t receive adequate images or receipt of returned products we can’t issue a refund or replacement. Only non-perishable merchandise can be returned, please destroy any perishable (food) products in a safe manner. Please contact us at info@doctorproctors.com.au with questions/concerns/refund requests. 

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