Shipping Information

We’re an Australian-owned business and work with a trusted global fulfilment partner to ship orders safely to customers in Australia and select international destinations.

This page explains how we handle processing, shipping times, tracking and delivery. It should be read together with our Returns & Refunds Policy and Terms of Service.

Processing Times

  • All orders are processed within 1–3 business days (excluding weekends and public holidays) after your order is placed.
  • You’ll receive an order confirmation email shortly after purchase, followed by a shipping confirmation email once your order has dispatched.

Shipping Times

Our primary shipping country is Australia, but we also ship to select countries such as Canada, United States, United Kingdom, New Zealand and Ireland.

Orders are shipped directly from our global fulfilment partner:

Haikou Genyangki E-commerce Co. Ltd
Room 2019, Building C1, Huitong Building,
No. 28 Guomao Road, Longhua District,
Haikou City, Hainan Province, China

Estimated delivery timeframes (after dispatch) are:

  • Australia & New Zealand: ~7–15 business days
  • USA, Canada, UK, Ireland: ~7–15 business days
  • Other eligible countries: timing varies; most orders still arrive within 7–20 business days

These are estimates only. Delays can occasionally occur due to:

  • Customs or import processing
  • Peak season congestion
  • Airline/courier disruptions or weather events

Once your parcel has been handed to the courier, actual transit times are unfortunately outside our direct control.

Shipping Costs & Priority Insured Shipping (Shipping Protection)

  • We offer free standard shipping on all eligible orders to the countries we serve.
  • At checkout, you may see an optional “Priority Insured Shipping” (Shipping Protection) add-on (usually around $5 AUD, or equivalent in your local currency).

Priority Insured Shipping / Shipping Protection is designed to give extra peace of mind for certain transit issues, such as:

  • Cosmetic / packaging-only damage to the outer box
  • Extra support if there are verified carrier issues in transit

For full details on how this interacts with refunds or replacements (especially for packaging-only damage), please see our Returns & Refunds Policy.

Order Tracking

  • Once your order has shipped, we’ll email you a shipping confirmation with your tracking number and a tracking link.
  • Please allow up to 72 hours for tracking information to start updating after you receive your tracking number.
  • If you have not received tracking details within 5 business days of placing your order, please contact us at info@apex-wellness.store so we can assist.

Delivery Methods & Collection Points (Self-Collection)

Depending on your local carrier and address, your order may be:

  • Delivered directly to your shipping address, or
  • Delivered to a nearby collection point / parcel shop / post office / access point for Self-Collection.

When tracking shows one of the following statuses, the parcel is treated as delivered:

  • “Delivered” / “Delivered to Address”
  • “Delivered to Safe Place” (where enabled by the carrier)
  • “Delivered to Collection Point / ParcelShop / Post Office / Access Point – Awaiting Pickup”

If delivered to a collection point:

  • The carrier will hold your parcel for a limited time (typically 5–10 business days, shown on the tracking page).
  • You must collect the parcel before the deadline, bringing any required ID and your tracking code/barcode.

If a parcel is not collected in time and is returned to sender, this is treated as customer non-collection (see “Return-to-Sender / Non-Collection” below).

Incorrect Shipping Information

Please double-check your shipping address at checkout.

  • We are not responsible for delays or non-delivery where the address provided was incorrect or incomplete.
  • If an order is returned to us due to an address error, we can usually re-ship it once the correct address is confirmed. A re-shipping fee (based on the carrier cost) may apply.
  • Refunds are generally not available for orders that cannot be delivered due to incorrect/incomplete address details supplied at checkout, except as required by law.

Return-to-Sender & Non-Collection

If a parcel is returned to us because:

  • It was not collected from a collection point in time, or
  • The courier was unable to deliver after repeated attempts and it is classified as return-to-sender,

then:

  • We will contact you to arrange re-shipment of the same items once the parcel is back in our possession; and
  • A re-shipping fee may be charged (carrier cost only).

If we are unable to reach you within a reasonable timeframe after the parcel returns, we may hold the goods as store credit (minus original shipping/handling costs). Cash refunds are not issued for non-collection or return-to-sender scenarios, except where required by Australian Consumer Law.

For more details, see the relevant sections in our Returns & Refunds Policy.

Lost, Delayed or Stolen Packages

In-Transit Delays or “Stuck” Tracking

If your tracking has not updated for an extended period and your parcel appears to be stuck in transit:

  1. Please first check the tracking page for any updates or attempted-delivery notes.
  2. If your order is outside the estimated delivery window by more than a few business days, contact us at info@apex-wellness.store with your order number and tracking link.
  3. We can then open an enquiry with the courier. Customers who purchased Priority Insured Shipping / Shipping Protection may be eligible for additional support depending on the outcome of the carrier investigation (see Returns & Refunds Policy).

Packages Marked as “Delivered”

If tracking shows your parcel as Delivered (including delivery to a safe place or collection point), but you cannot locate it:

  • Please check with household members/neighbours and review any delivery photos or notes on the tracking page.
  • If you still cannot locate the parcel, contact the carrier directly to lodge a missing parcel or theft claim, and then email us with your case reference so we can assist where possible.

We are generally not liable for lost or stolen packages after a carrier has marked them as Delivered, except where required by law. Our role is to support you in liaising with the carrier and, where applicable, to apply any protections available under your chosen shipping option.

Customer Support

If you have any questions about your order or shipping status, please contact us:

We’re here to help and will do our best to resolve any shipping issues as quickly as possible.