Shipping, Payments & Returns

SHIPPING & RETURNS:

Items that are in stock will be dispatched from QLD, Australia between regular business hours on Monday to Friday. Due to order volumes, please allow up to 3 business days for orders to be dispatched (this is in addition to any estimated shipping timeframes). Items that are not in stock will be ordered from the relevant supplier and shipped to your nominated shipping address as soon as it becomes available. You will not be charged any additional shipping fees if your order requires a second shipment to complete the fulfilment.

SHIPPING COSTS:

 

RETAIL ‘SMALL GOODS’

RETAIL (items not deemed small goods)

WHOLESALE*

UNTRACKED POSTAGE

$4.00

N/A

N/A

REGULAR TRACKED

$8.50

$6.50

FREE

EXPRESS TRACKED

$11.50

$9.50

FREE

            *’Wholesale’ shipping costs relate to bulk buy orders placed through APAC Dental Wholesale

 

SMALL GOODS (retail products only):

‘Small goods'; include, but are not limited to: Clenchy Aligner Seaters, OrthoKey Aligner Removal Tool, OrthoDots Dental Wax and Aligner Pontics. Please note, items deemed as ‘small goods’ are charged at a different postage rate to all other items (see table for pricing details).

UNTRACKED POSTAGE (retail orders ‘small goods’ when selected at the checkout):

Typical delivery times are 5-10 business days after the day of dispatch. You will receive a confirmation once your order has been placed and when your item/s have been dispatched. Please note, that items deemed as ‘small goods’ (see list below) will be sent without tracking when the ‘untracked postage’ option is selected at the checkout. Orders with multiple items may incur additional postage costs that will be calculated at the checkout.

EXPRESS SHIPPING (retail orders when selected at the checkout):

Typical delivery times are 1-4 business days after the day of dispatch. You will receive a confirmation once your order has been placed and when your item/s have been dispatched you will receive a tracking number, which you can use to track your parcel. Orders with multiple items may incur additional postage costs that will be calculated at the checkout.

REGULAR SHIPPING (retail orders when selected at the checkout):

Typical delivery times are 4-7 business days after the day of dispatch. You will receive a confirmation once your order has been placed and when your item/s have been dispatched you will receive a tracking number, which you can use to track your parcel. Orders with multiple items may incur additional postage costs that will be calculated at the checkout.

FREE SHIPPING (wholesale orders):

All wholesale orders automatically qualify for free regular or express shipping. Typical delivery times are 3-10 business days after the day of dispatch. You will receive a confirmation once your order has been placed and when your item/s have been dispatched you will receive a tracking number, which you can use to track your parcel.  

AUTHORITY TO LEAVE (ATL):

All parcels sent by APAC Dental will include Authority to Leave (ATL) without the delivery courier requiring a signature upon delivery. Please contact us if your parcel requires a signature upon delivery (additional fees may apply).

DOMESTIC SHIPPING & TRACKING:

You will receive a confirmation once your order has been placed and when your item/s have been dispatched you may receive a tracking number, which you can use to track your parcel. Please note that some 'small goods' are sent via regular mail with no tracking available for these items if this option is selected at the checkout. Please email admin@apacdental.com.au if you wish to find out if your chosen item and quantity qualifies for shipping with tracking. 

PAYMENTS:

Full payment is required before your order will be dispatched. Payments can be made via the checkout/cart page on our online store or please email admin@apacdental.com.au if you would prefer to pay via direct deposit.

GST (retail):

Please note that GST is inclusive on all pricing displayed and is listed in the subtotal of the checkout page.

GST (wholesale):

Please note that GST is exclusive on all pricing displayed and calculated in the subtotal of the checkout page.

RETURNS POLICY:

We accept returns of most products* for exchange or refund, less original shipping charge (if applicable), within 30 days of the delivery date. 'Change of Mind' Items must be in new, unaltered, and unused condition** and returned at your cost. 'Change of Mind' refunds will be less the original postage cost indicated at the time the order was placed. If you believe an item is faulty please discontinue use and contact us immediately. A customer that believes they have recieved a faulty Item will be provided with the appropriate advice and troubleshooting to determine the likelihood of a fault. 'Faulty' Items must be returned to obtain a full refund. We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item) and will reimburse you if a postal satchel or box is required to be purchased. Original sales receipt must accompany your return.

If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond with instructions for how to return items from your order.

*Unless the product’s item description notes that it cannot be returned or stipulates a different return policy time period.

**New, Unaltered, and Unused Condition means an item, including its packaging, is returned without showing signs of wear or damage.

INCORRECT ADDRESS RETURN TO SENDER/REDELIVERY FEE:

Please note that parcels with an incorrect delivery address will incur a 'return to sender' fee. This fee is individually calculated by Australia Post and is generally estimated at $10.00+. The 'return to sender' fee will be deducted from the order total as well as the original postage fee. The customer can then choose to have the remaining balance refunded or can choose redelivery of the item. If the customer chooses to have the item redelivered to the correct address then a 'redelivery fee' will be quoted and charged to the customer based on their choice of regular or express postage. Items that require redelivery will only be sent out once all outstanding fees have been paid in full. 

DELAYED DELIVERY / LOST IN TRANSIT:

Tracking numbers for each trackable parcel (not including untracked postage) are provided in email to the customer at the time of dispatch. Tracking information is not individually monitored by APAC Dental and a customer is required to inform APAC Dental via email if they believe their parcel delivery is delayed or has been lost in transit. From time to time, a parcel may become lost in transit or have a delayed delivery outside of the anticipated delivery timeframe. APAC Dental will liaise with the customer and courier to determine an outcome regarding the delivery status of a parcel. The courier may take up to 5 business days, once a case has been lodged with them, to provide proof of delivery or investigate the delivery status of the parcel further. APAC Dental will then communicate with the customer to provide a resolution if the parcel has been deemed lost in transit. 

INTERNATIONAL SHIPPING INFORMATION AND POLICY:

Please note that APAC Dental ships only to addresses located within Australia.