What are the shipping costs?
We only provide products in our regional areas of Australia and New Zealand due to licensing restrictions.
Delivery pick ups are scheduled 3 times a week- Mondays, Wednesdays & Fridays at 3PM (Melbourne time).
Single Tester Pad purchase- FREE POSTAGE
Under $100 of purchase- $7.50AUD
Above $100 of purchase- FREE SHIPPING
Single Tester Pad purchase- $5AUD (Pack & Track- No Signature **Parcel Leave**)- Under $100AUD of purchase- $15AUD (Pack & Track- No Signature **Parcel Leave**)
Express- $18AUD (Track & Signature on Delivery)
Above $100AUD of purchase- FREE SHIPPING
hannahpad is not responsible for any lost, theft or damage to your parcel once confirmed delivered by the courier company. To insure your parcel please select Express signature on delivery option.**Parcel Leave**- Your parcel will be left on your premises when deemed by the courier safe to do so. Otherwise, it will be left at the closest handling agent (i.e. Post office, newsagency). If you select safe drop, hannahpad takes no responsibility for your parcel once confirmed delivered by the courier company. If you do not want safe drop and would like signature on delivery, please select the Express option.
$18AUD FLAT RATE for the following areas ONLY: Fiji, Samoa, Tahiti, New Caledonia, Tonga, Vanuatu, SolomonIslands, Papua New Guinea, Cook Islands, French Polynesia, Tuvalu, Kiribati, Nauru, Micronesia and the Middle East (Bahrain, Oman, Qatar, Saudi Arabia, United Arab Emirates).
NOTE: hannahpad shall not be liable for any delays, delivery failures, or damages with your package if that delay, failure, or damage is caused by circumstances beyond our control such as fire, flood, storm or other poor weather conditions.
How long will shipping take?
Single Tester Pad: 3-10 business days (FREE POSTAGE)
Standard shipping: 3-10 business days ($7.50)
Express shipping: next day- 3 business days ($12.95)
Single Tester Pad: [Track + Parcel Leave, No signature]: 8- 12 business days (ONLY $5AUD POSTAGE)
Standard shipping [Track + Parcel Leave, No signature]: 8- 12 business days ($15AUD)
Express shipping (Track + Signature on delivery): 4- 6 business days ($18AUD)
Estimated delivery time depends on what delivery options are available to send to your country from our facility here in Melbourne, Australia (Pack & Track or Airmail): $18AUD flat rate (approx. 10- 15 business days).
Please email us: email@example.com if your parcel well exceeds estimated delivery time or you need a status update on the arrival of your parcel.
What taxes are charged?
10% GST exemption on all cloth pad products only. GST will remain on items categorised under cleaning and accessories.
The GST is excluded for purchases from other regional countries we're able to supply to.
Please be advised for New Zealand residents that you do not pay for tax in Australia directly for your hannahpad order off our website. However, any customs, duties, levies, taxes payable on the order upon arrival in New Zealand are the responsibility of the recipient/ purchaser of the products.
Any defects that you find due to manufacturing will be sent back to hannahpad and postage will be paid for by the company, hannahpad Australia & New Zealand.
How can I make changes to my order?
If you want to make the following changes after placing your order, please send us an official enquiry/ request email to firstname.lastname@example.org - Changing postal address - Changing pattern choices, size or quantity - Adding on additional items to the same order.
The best way for us to be notified of the above changes is by emailing us directly so we'll have an official record of your enquiry and get back to you with confirmation as soon as we can.
Delivery pick ups are scheduled on every Monday, Wednesday and Friday at 3PM (Melbourne time).
Please DO NOT private message via social media on matters regarding the above changes to your order as replies on Facebook and Instagram may be delayed for days. We, however; will always reply to emails as soon as we can.
hannahpad will not be responsible for orders where the above changes were not communicated immediately via email or phone before order dispatch.
What if my parcel is returned to sender?
If for some reason you were unable to receive your parcel or pick it up at the location indicated on your card notice by the courier company, it will be returned to us the sender. If no action has been taken by the customer and the parcel is returned to us, there will be a postage charge dependent on the size and weight of your package in order to send it back out. An invoice will be emailed to you for the re-delivery charge and the parcel will be dispatched upon receipt of payment.
*Please keep track of your parcel and look out for any notice card that may be lying in your mailbox or doorstep.
What if I haven't received my parcel or it could be lost?
hannahpad AU & NZ tries our best to get your parcel out to you as soon as possible. However, possible delays may occur that is out of our control once the parcel is sent out with a courier company.
POSSIBLE LOST PARCELS: Hannahpad will NOT refund or replace the lost parcel until confirmation from the courier company has been received and deemed lost.
1. Once hannahpad has been contacted by the customer regarding possible delayed/ lost package, an enquiry will be lodged with the appropriate courier company immediately.
2. A case number will be given by the courier company on the matter and hannahpad will pass this number onto the customer as verification that action has been taken towards recovering the package.
3. The courier company will start investigating after lodgement is placed.
4. Investigation will take anywhere between 1-3 months from lodgement date.
5. Only when hannahpad has been contacted by the courier and deemed the parcel to be in fact 'lost' will a replacement be organised for the customer.
6. Refund or replacement will NOT be organised before investigation by the courier company is complete. If you're concerned about the whereabouts of your parcel or it has well exceeded its estimated delivery time, please email us at email@example.com
Can I refund or cancel my order?
Yes, of course. Read our Return & Cancellation Policy