Shipping Policy

Effective Date: 12 May 2025
Last Updated: 12 May 2025

Overview

This policy explains how P4Health handles the shipping and delivery of physical products, including test kits, devices, and other health technology items. We're committed to providing clear information about shipping timeframes, costs, and procedures to ensure you receive your items safely and promptly.

Shipping Within Australia

Processing Timeframes

• Test kits: Dispatched within 1-2 business days of order confirmation
• Devices & technology items: Dispatched within 2-3 business days of order confirmation
• Bundle orders: Processed within 2-3 business days of order confirmation

All orders placed before 2:00pm AEST on business days are typically processed on the same day. Orders placed after this time or on weekends/public holidays will be processed on the next business day.

Shipping Methods & Timeframes

We use the following carriers for Australian deliveries:

• Standard Shipping (Australia Post): 3-7 business days, depending on your location
• Express Shipping (Australia Post Express Post): 1-3 business days to metro areas, 2-4 business days to regional areas

Estimated delivery timeframes:

Destination

Standard

Express

Premium

Metro (SYD, MEL, BNE, ADL, PER)

3-5 days

1-2 days

Next day*

Regional Cities

4-6 days

2-3 days

1-2 days

Remote Areas

5-7 days

3-4 days

2-3 days

Shipping Costs

Shipping costs are calculated based on your delivery location, selected shipping method, and order value:

• Standard Shipping: $9.95 or FREE for orders over $150
• Express Shipping: $14.95 or FREE for orders over $250

Exact shipping costs will be displayed during checkout before payment is confirmed.

International Shipping

P4Health currently focuses on serving Australian customers and does not routinely ship internationally. If you're located outside Australia and interested in our products, please contact us at support@p4health.com.au to discuss potential options.

Test Kit Considerations

Return Sample Shipping

Each test kit includes return materials and step-by-step instructions for sample collection and return to our partner laboratories:

• Follow the enclosed instructions carefully for packaging your sample
• Return your sample from any Australia Post location
• Record the tracking number from your return envelope for your reference

For best results, we recommend returning your sample within 14 days of collection, unless otherwise specified in your test instructions.

Order Tracking

Once your order is dispatched:

• You'll receive a shipping confirmation email with tracking information
• You can track your package using the link provided in the email

If you haven't received tracking information within 3 business days of your order, please contact our support team.

Delivery Issues

Undeliverable Packages

If a package is returned to us as undeliverable:

• We will contact you via email to confirm your shipping address
• We can reship the package once the correct address is confirmed
• Additional shipping fees may apply for reshipment

Lost or Damaged Shipments

In the event your package is lost or damaged during transit:

1. Contact us within 7 days of the expected delivery date
2. Provide your order number and any tracking information
3. Include photos of damaged packaging or products (if applicable)

We will work with our shipping partners to locate lost packages or process replacements for damaged items.

Address Changes

If you need to change your shipping address after placing an order:

• Contact us immediately at support@p4health.com.au
• Include your order number and new shipping details
• Address changes can only be accommodated if the order hasn't been dispatched

Shipping for Subscription Orders

For customers with recurring P4Health subscriptions:

• Test kits will ship automatically according to your subscription schedule
• You'll receive an email notification before each shipment

Special Situations

Remote Locations

For very remote areas:

• Additional delivery time may be required
• We'll contact you if there are limitations that affect your order

Public Holidays & Peak Periods

During holiday seasons and promotional periods:

• Processing times may be extended by 1-2 business days
• You'll be notified of any significant delays
• We recommend placing orders early during these periods

Contact Us

For questions about shipping or delivery:

Email: support@p4health.com.au
Support hours: 9am–5pm AEST, Monday to Friday
Response time: We aim to respond within 24 business hours

When contacting us about shipping matters, please include your order number and any relevant tracking information to help us assist you more efficiently.

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