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Shipping Policy

Processing period

After placing your order, you will receive an order confirmation email, and we will start processing and packing your order.

All orders are processed within 1 to 2 business days after receiving the order confirmation email (not including weekends and holidays);

Please keep your order confirmation email for reference and proof of purchase.


Delivery locations

We deliver Australia-wide via our courier to residential and business addresses.

To ensure accuracy, shipping and billing addresses are validated at checkout.


Delivery restrictions

All orders are shipped via a courier, which means they don’t have access to PO Boxes, Parcel Lockers, and Parcel collection addresses.

We do not deliver internationally or to Christmas Island, Norfolk Island or Cocos (Keeling) Islands.


Delivery period

The estimated delivery time to the major cities is mentioned in the table below.

Location Delivery time*
Sydney 1 business day
Melbourne 1 business day
Brisbane 1 business day
Adelaide 2 business days
Perth 5-7 business days
Hobart 5-7 business days
Darwin 5-7 business days
*The delivery time is only estimated and calculated after the order is dispatched.

We will contact you if, for some reason, there are any changes or delays to your order.

Please note that we cannot promise a specific day or time of delivery; all orders are delivered between Monday to Friday, 9 am to 5 pm (not including weekends and holidays)


Order tracking

Once the order is shipped (dispatched), you will receive an additional order notification email with tracking information.

Alternatively, you can follow up on your order by entering the tracking number you received in the order notification email into the Direct freight express website.

Please keep your order notification email for reference.


Authority to leave (ATL)

By default, all orders are shipped with the Authority to Leave delivery method (ATL); the courier will not require a signature for delivery and will leave the parcel in a safe place if no one is present at the address provided during checkout.

You agree that the parcel is deemed ‘delivered’ when left at your premises. 

Hygiene Express and delivery contractors are not responsible for any loss or damage resulting from using the Authority to Leave delivery method. By choosing this delivery method, you agree to release Hygiene Express from any claims, demands, liabilities, losses, costs, or expenses, including financial and consequential losses, that may be made or suffered by you or any other person or entity.

To avoid inconvenience, we recommend a person’s presence during the delivery periods mentioned above.


Late or missing order

If you haven’t received your order within the total shipping period (processing period + delivery period), please contact us to report missing or lost package(s).


Missing or damaged items in order

If you receive your order with damaged or missing items, please get in touch with us within 24 hours.

Photos must be provided with any claim for missing or damaged goods.

Please do not discard any damaged stock until you have contacted us.

Please read the Return Policy page for details and instructions if you want to return your order.