Shipping policy

This document outlines the delivery and shipping policy of KIC Wellness Pty Ltd and its related bodies corporate (KIC or we, us or our). The procedures outlined in this policy are designed to provide clarity. We may change this policy from time to time by posting an updated version on our website and we encourage you to check our website regularly to ensure that you are aware of our most current delivery and shipping terms.

1. Application

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

2. Order dispatch times

2.1 All orders are dispatched from our Melbourne fulfilment centres. Hydration orders received before 12pm (AEST/AEDT) on a business day will be dispatched the same day. Hydration orders received after 12pm, or on a weekend or public holiday, will be dispatched the next business day. All other orders will be dispatched within 2-3 business days.

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

3. Fees

3.1 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. 

3.2 We offer free standard shipping on orders over $100 (after any discounts are applied). 

3.3 We only offer express shipping for our Hydration products. 

4. Delivery

4.1 We partner with Australia Post and other courier partners for the provision of courier services domestically within Australia.

4.2 The timeframes below are estimated courier delivery times, counted from the day your order is dispatched. They are not counted from the day you place your order.

** The delivery times noted in the table above are estimates based on our courier partners' standard timeframes.

4.3 Where your order includes Products fulfilled from more than one location, we may send your order as two or more separate deliveries. Each delivery may arrive on a different day and will have its own tracking number. You will only be charged one delivery fee, and we will cover the cost of any additional shipment.

5. Pre Order Policy

5.1 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.

5.2 When you place a pre-order, we aim to dispatch your order within 2 weeks of the purchase date. This timeframe is based on our reasonable expectations around production, supplier timelines and shipping. Once your pre-order has shipped, you will receive a shipping confirmation email with tracking details.

5.3 Due to Shopify platform limitations, pre-orders cannot be purchased using accelerated checkout options, including Shop Pay, Apple Pay or Google Pay.

5.4 If your order includes both in-stock items and pre-order items, we will aim to ship available stock first. 

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

6. 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. 

7. Delays

7.1 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. 

7.2 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.

8. International shipping

At this stage, we're only able to ship within Australia. International shipping is something we hope to bring to you soon! If you're outside Australia and have any questions in the meantime, please reach out to us at hello@kicwellness.com.

9. Loss or damage

Where your order is lost in transit or arrives damaged, please contact us at hello@kicwellness.com within 14 days of the estimated delivery date. We will work with the relevant courier to investigate the cause of the issue and ensure you are provided with a resolution in accordance with our Return and Refund Policy. This does not apply to parcels that are lost or stolen after being left under an authority to leave (see paragraph 10).

10. Authority to leave

If you authorise the courier to leave your parcel without a signature (for example, by selecting authority to leave or safe drop at checkout or with the courier), your order is considered delivered once the courier leaves it at the delivery address you provided. From that point, we are not responsible for any loss, theft or damage to the parcel. If you would prefer your parcel not to be left unattended, please do not select this option via the email sent to you from the courier.

11. Failed deliveries and uncollected parcels

If the courier is unable to deliver your order, it may be taken to a local post office or collection point. Please collect it within the timeframe advised by the courier. If your parcel is returned to us because it was not collected, or because the delivery information you provided was incorrect or incomplete, we will contact you to arrange redelivery at your cost or a refund of the Product price, less the original shipping fee.

12. Accuracy of delivery and shipping information

So that we can ensure you receive your Products, it is important that you provide us with accurate 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.

13. Contact us

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

Updated: 06.10.2026