Shipping & Returns
Shipping & Rates
We primarily use Australia Post for shipping; however, alternative courier services may be utilised if necessary to ensure timely delivery.
Shipping costs are calculated based on the weight and volume of your order, as well as the delivery destination. The total shipping cost will be displayed at checkout. Enjoy free standard shipping on all Australian orders over $100.
Dispatch and Delivery
We aim to dispatch all orders within three business days. Please note that during peak sales periods, there may be slight delays. Delivery times will vary depending on your location.
Order Tracking
All orders are assigned an eParcel tracking number, allowing you to track the progress of your delivery. This tracking information will be sent to you via email. Should you have any questions or need assistance, please contact our customer service team.
Subscription Orders
Some items in our store may be offered to you as a subscription. When you purchase a subscription, you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select. Your payment details will be stored securely and you'll be charged for each of these deliveries. Subscriptions auto-renew at the end of their duration.
If you want to pause, cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there. See our returns policy below for more details on returns and refunds.
Returns And Refunds
At Best of the Bone, we strive to ensure you are satisfied with your purchase. However, we understand that sometimes things don’t go as planned. Please read the details of our returns policy.
Change of Mind
Unfortunately, due to the nature of our products, we are unable to offer refunds or exchanges for a change of mind. Please choose carefully and ensure that any product you select is right for you.
Damaged, Defective, or Incorrect Items
In accordance with any statutory rights you may have under the Competition and Consumer Act 2010 (Cth), which cannot be excluded, we will replace or reimburse you for any product which has been delivered to you and is faulty or damaged. Due to the nature of our product, returns and refunds of product(s) are processed on a case-by-case basis.
If you receive a damaged, defective, or incorrect product, please contact our customer service team within 14 days of receiving your order. We will work with you to resolve the issue, which may include a replacement or a refund, as deemed appropriate.
To assist us in processing your return efficiently, please:
- Provide proof of purchase, such as your order confirmation or receipt.
- Share a photo of the product to show the damage or defect, if applicable.
Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure of the product.
Best of the Bone reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect by you.
Shipping Costs for Returns
- In cases where the error is on our part (e.g., incorrect item shipped), we will cover the return shipping costs.
- For all other returns, shipping costs are the responsibility of the customer.
Changes To This Returns Policy
Subject always to the operation of the Australian Consumer Law, we reserve the right to amend this Returns Policy at any time. Updates will be posted on this page and are effective immediately.
This Policy is to be read in conjunction with our Terms and Conditions, Terms of Use and Privacy Policy.
Need further info?
Please visit our FAQ's page for further information on orders or contact our customer service team.
Our team is here to help and ensure your experience with Best of the Bone is a positive one.
