Shipping policy

Application

This policy applies to all consumer products purchased online via our website or via the KIC application (Products).

Order processing times

We want you to enjoy your KIC Products as quickly as possible.

We will endeavour to ensure that all orders placed for Products during regular business hours will be processed and prepared for shipping within 5 business days. For orders placed on weekends or on public holidays, the process starts on the next business day.

Please note that processing times may be extended during peak sale or promotional periods or due to unforeseen circumstances beyond our control.

Fees

Our shipping fees are calculated at checkout based on the shipping method you choose, the weight and dimensions of the Products included in your order, your location and carrier rates, among other factors. Such costs will be included in the total cost of your order prior to completing checkout.

Delivery

Important Notices

• We partner with Australia Post for the provision of courier services domestically within Australia.
• The timeframes below relate to courier shipping times and do not include order processing times from our warehouse.

** The delivery times noted in the table above are approximations only and there is no guarantee that your order will be received within the timeframe stipulated.

Pre Order Policy

From time to time, KIC may offer products on a pre-order basis where there is insufficient stock available to fulfil orders immediately. Pre-ordering allows you to secure an item ahead of it becoming available, and we work hard to fulfil these orders as quickly as possible.

What does pre-order mean?

• A pre-order means the product is currently out of stock or not yet ready to ship.

• We only offer pre-orders where we have a reasonable expectation that the product can be shipped within the timeframe stated below.

Shipping timeframes

• For all pre-orders, we aim to ship within 60 days of purchase.

• This timeframe is based on supplier, production and freight timelines known at the time of sale and you will be notified of this as you check out.

• As soon as your order ships, you’ll receive a shipping confirmation email with tracking details.

If there’s a delay

Occasionally, delays can occur due to factors outside our control.

• If we’re unable to ship your pre-order within the promised timeframe, we’ll let you know as soon as possible.

• We’ll provide an updated estimated shipping date.

• If you’d prefer not to wait, you’ll have the option to cancel your order and receive a full refund. To do this, please contact hello@kicwellness.com and the team will support with this.

Payment & checkout limitations

Due to Shopify platform limitations, the following apply to pre-orders:

• Pre-orders are not available on stores using customised checkouts.

• Pre-orders cannot be purchased using accelerated checkout options, including Shop Pay, Apple Pay or Google Pay.

• Pre-orders cannot be purchased using local or deferred payment methods, including Klarna.

Only eligible payment methods shown at checkout can be used for pre-orders.

Orders with multiple items

If your order includes both in-stock items and pre-order items, your order may be shipped together once all items are available, unless otherwise stated at checkout.

If you have any questions about a pre-order or your order status, please reach out to us at hello@kicwellness.com

Tracking

All orders will be provided with a confirmation email and tracking number once shipped. This can be used to monitor the location and status of your order and the progress of your overall shipment. Please be aware that it can take some days for tracking information to become available after we ship your order.

Delays

Although we try to ensure that every order arrives on time, it is possible that delays can occur because of factors beyond our control, including peak sales or promotional periods, extreme weather conditions, holiday periods or courier-related issues, such as personnel shortages. If your order is delayed, please contact us at hello@kicwellness.com and we will assist you in resolving the delay as soon as possible.

Customs, Duties and Taxes

Orders delivered outside of Australia may be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case-by-case basis by your own government at the point of entry to your country and are outside our control. In accordance with Australian export regulations, we are required to declare the exact value and description of all items included in the order.

If your shipping destination does charge custom and import charges, you will be responsible for paying these costs. We are unable to mark international orders as a ‘gift’ even if that is how the order is intended. For more information, please contact your government, customs or imports offices.

Loss or damage

Where your order is lost in transit or arrives damaged, please contact us at hello@kicwellness.com as soon as possible. We will work with the relevant courier to investigate the cause of the issue and ensure you are provided with a resolution.

Accuracy of delivery and shipping information

So that we can ensure you receive your Products, it is important that you provide us with accurate and complete information when completing your order. We are not responsible for any delays or non-deliveries caused by incorrect or incomplete information provided by you prior to shipping your order.

Contact us

If you have any questions, concerns or require any assistance, please contact us at hello@kicwellness.com