PrepPro Australia — Shipping & Delivery Policy

Last Updated: 15 August 2026

PrepPro Australia aims to provide reliable, transparent and secure delivery of customer Orders.

This Shipping & Delivery Policy explains how Orders are processed and dispatched, available delivery arrangements, estimated timeframes, shipping charges, age-restricted deliveries, pre-orders, supplier-direct Products, damaged or missing shipments and other delivery matters.

This Policy should be read together with PrepPro Australia's:

• Terms of Service;
• Returns, Refunds & Exchanges Policy;
• Purchase Options, Subscriptions, Pre-Orders & Cancellation Policy;
• Pre-Order Policy, where applicable; and
• Privacy Policy.

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, statutory right, remedy or liability that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law (ACL) or any other applicable law.

1. General

1.1 Application

1.1.1 This Policy applies to Products dispatched by PrepPro and, where relevant, Products dispatched to customers directly by an approved manufacturer, supplier, distributor or fulfilment facility.

1.1.2 Different delivery arrangements may apply depending on:

• Product type;
• Product size and weight;
• delivery destination;
• carrier availability;
• age restrictions;
• supplier-direct fulfilment;
• bulk or commercial quantities;
• pre-order or backorder status; and
• other logistical requirements.

2. Shipping Destinations

2.1 Australian Delivery

2.1.1 PrepPro's standard online delivery service is primarily available to addresses within Australia.

2.1.2 Delivery availability may depend on:

• Product restrictions;
• postcode;
• carrier serviceability;
• parcel dimensions;
• dangerous-goods or regulated-product requirements; and
• other applicable delivery limitations.

2.2 International Orders

2.2.1 International delivery may be available where:

• expressly offered on the PrepPro website;
• separately quoted;
• agreed in writing;
• arranged for a commercial, wholesale or humanitarian Order; or
• otherwise expressly accepted by PrepPro.

2.2.2 The availability of international delivery does not mean that every PrepPro Product can be lawfully supplied to every destination.

2.2.3 Additional terms concerning international Orders are contained in PrepPro's Terms of Service and, where applicable, an Order-specific quotation or supply agreement.

3. Signature Requirements

3.1 Standard Orders

3.1.1 Standard PrepPro Orders do not automatically require a signature on delivery.

3.1.2 The delivery method available for an ordinary Order may include:

• standard tracked delivery;
• authority to leave where supported;
• signature delivery where selected;
• express delivery where offered; or
• another carrier service appropriate to the Order.

3.2 18+ & Age-Restricted Products

3.2.1 Orders containing Products designated by PrepPro as 18+ or age-restricted Products require signature delivery, unless PrepPro expressly approves another lawful delivery arrangement.

3.2.2 This requirement forms part of PrepPro's age-restricted Product controls and applies in addition to any age-verification requirements completed before dispatch.

3.2.3 PrepPro may require the purchaser to complete age verification before an age-restricted Product is dispatched.

3.2.4 PrepPro may refuse:

• authority to leave;
• unattended delivery;
• delivery to an unsuitable collection location;
• delivery to an address or service that cannot support the required delivery controls; or
• another delivery arrangement

for an age-restricted Product where PrepPro reasonably considers the arrangement unsuitable or inconsistent with applicable legal or carrier requirements.

3.3 Optional Signature Delivery

3.3.1 Customers may request or select signature delivery for a non-age-restricted Order where that service is offered.

3.3.2 An additional delivery charge may apply where signature delivery is selected as an optional service.

3.3.3 Any applicable additional charge will be displayed or agreed before the customer becomes bound to pay it.

4. PO Boxes, Parcel Lockers & Collection Addresses

4.1 Standard Products

4.1.1 PrepPro may deliver eligible standard Products to a PO Box, Parcel Locker or similar collection address where:

• the selected carrier supports that service;
• the parcel complies with carrier size and weight requirements;
• the Product is suitable for that delivery method; and
• no Product-specific restriction prevents delivery.

4.2 Restricted Products

4.2.1 PO Boxes, Parcel Lockers and unattended collection arrangements may not be available for:

• 18+ Products;
• age-restricted Products;
• certain regulated Products;
• oversized freight;
• palletised Orders;
• Products requiring controlled delivery; or
• any Order for which the selected carrier does not support that delivery method.

4.2.2 Where a nominated delivery address cannot be used, PrepPro may contact the customer to arrange an appropriate alternative before dispatch.

5. Order Processing & Dispatch

5.1 Stocked Products

5.1.1 PrepPro aims to dispatch ordinary in-stock Orders within 3 business days after:

• cleared payment has been received;
• required Order information has been provided; and
• any applicable verification requirements have been completed.

5.1.2 This is a dispatch target rather than a guaranteed delivery date unless PrepPro expressly agrees otherwise.

5.2 Circumstances Affecting Dispatch

5.2.1 The standard dispatch target may not apply to:

• pre-orders;
• backorders;
• supplier-direct Products;
• customised Products;
• bulk Orders;
• commercial Orders;
• wholesale Orders;
• humanitarian Orders;
• palletised freight;
• Products requiring age verification;
• Orders awaiting customer information;
• Products subject to supplier delays; or
• Products for which a different timeframe is disclosed.

5.3 Business Days

5.3.1 References to business days generally exclude:

• Saturdays;
• Sundays; and
• public holidays applicable to the relevant PrepPro dispatch location.

6. Pre-Orders & Backorders

6.1 Pre-Orders

6.1.1 A pre-order is an Order for a Product that is not available for immediate dispatch and is expected to become available at a later date.

6.1.2 Pre-order timeframes operate separately from ordinary in-stock dispatch timeframes.

6.1.3 The standard 3-business-day dispatch target does not begin when the pre-order itself is originally placed.

6.1.4 Once pre-order stock becomes available to PrepPro for fulfilment, PrepPro will process the Product for dispatch in accordance with the applicable pre-order arrangements.

6.2 Estimated Pre-Order Dates

6.2.1 Pre-order arrival and dispatch estimates are not guaranteed dates unless expressly stated otherwise.

6.2.2 Additional pre-order terms, including cancellation and delay provisions, are governed by PrepPro's applicable Pre-Order Policy and Purchase Options, Subscriptions, Pre-Orders & Cancellation Policy.

6.3 Backorders

6.3.1 Where a stocked Product becomes temporarily unavailable, PrepPro may place it on backorder where appropriate.

6.3.2 Where a material backorder delay becomes known, PrepPro may:

• notify the customer;
• provide an updated estimate;
• offer an alternative where appropriate and agreed;
• partially fulfil the Order; or
• provide another solution in accordance with applicable law.

7. Mixed Orders & Split Shipments

7.1 In-Stock & Pre-Order Products

7.1.1 Where an Order contains both in-stock Products and pre-order or backordered Products, PrepPro may:

• dispatch available Products first;
• dispatch unavailable Products separately when they become available; or
• hold the Order for combined dispatch where reasonably appropriate.

7.1.2 The method used may depend on:

• Order size;
• freight efficiency;
• Product availability;
• customer instructions;
• delivery destination; and
• operational requirements.

7.2 Multiple Parcels

7.2.1 A single Order may be delivered in multiple:

• parcels;
• cartons;
• consignments;
• pallets; or
• shipments.

7.2.2 Different parts of the same Order may therefore arrive on different dates.

7.3 Additional Split-Shipping Charges

7.3.1 Additional shipping charges will not be imposed after an Order has been accepted unless:

• they were disclosed before purchase;
• the customer subsequently requests an additional delivery service or change;
• a split shipment is separately agreed; or
• another charge is otherwise lawfully payable and agreed.

8. Supplier-Direct Products

8.1 Direct Fulfilment

8.1.1 Certain Products may be dispatched directly to the customer from a:

• manufacturer;
• supplier;
• distributor;
• fulfilment centre; or
• third-party warehouse.

8.1.2 Supplier-direct Products may therefore have different:

• dispatch locations;
• tracking systems;
• carriers;
• delivery estimates; and
• packaging

from Products dispatched directly by PrepPro.

8.2 Separate Deliveries

8.2.1 Where an Order contains both PrepPro-stocked and supplier-direct Products, those Products may arrive separately and at different times.

8.2.2 Supplier-direct fulfilment does not remove any obligation imposed on PrepPro by applicable law in relation to Products sold by PrepPro.

9. Shipping Charges

9.1 Calculation

9.1.1 Shipping charges may be calculated using factors including:

• parcel size;
• parcel weight;
• destination;
• carrier;
• delivery speed;
• signature requirements;
• freight type;
• Product restrictions; and
• additional handling requirements.

9.2 Charges at Checkout

9.2.1 Applicable standard shipping charges will generally be displayed at checkout before the Order is submitted.

9.2.2 Where automated checkout cannot accurately calculate freight for a particular Order, PrepPro may provide a separate freight quotation before accepting the Order.

9.3 Free Shipping

9.3.1 PrepPro may offer free shipping for eligible Orders where advertised.

9.3.2 Any:

• minimum spend;
• geographic restriction;
• excluded Product;
• excluded delivery method; or
• other material condition

applying to a free-shipping offer will be disclosed with the relevant promotion or offer.

9.4 Heavy, Bulky & Special Freight

9.4.1 Separate freight arrangements may apply to:

• heavy Products;
• bulky Products;
• palletised Orders;
• large-quantity Orders;
• remote destinations;
• commercial Orders;
• humanitarian Orders; or
• Products requiring specialist freight.

9.4.2 Applicable additional charges will be disclosed or agreed before the customer becomes bound to pay them.

10. Delivery Estimates

10.1 Domestic Delivery

10.1.1 Standard domestic delivery generally takes approximately 5–7 business days after dispatch for many Australian destinations.

10.1.2 This timeframe is an estimate only and may vary depending on:

• destination;
• carrier;
• regional or remote-area access;
• peak delivery periods;
• weather;
• transport disruptions; and
• other circumstances affecting delivery.

10.2 Dispatch Is Not Delivery

10.2.1 A dispatch date is the date on which an Order is handed to or collected by the relevant carrier.

10.2.2 A dispatch estimate should not be interpreted as the date on which the customer will receive the Order.

10.3 Guaranteed Services

10.3.1 A delivery date is only guaranteed where PrepPro expressly agrees in writing that a particular date is guaranteed.

11. Tracking

11.1 Tracking Information

11.1.1 Where tracking is available, PrepPro or the relevant fulfilment provider may provide tracking information after dispatch.

11.1.2 Tracking information may take time to become active after a carrier first receives a parcel.

11.2 Tracking Updates

11.2.1 Carrier tracking information is generated by the relevant carrier and may occasionally contain delays or scanning gaps.

11.2.2 Customers should contact PrepPro where tracking indicates a material delivery problem or where an Order has not arrived within a reasonable period.

12. Delivery Address & Customer Instructions

12.1 Accurate Address Information

12.1.1 Customers are responsible for providing complete and accurate delivery information when placing an Order.

12.1.2 Customers should check:

• recipient name;
• street or collection address;
• suburb;
• State or Territory;
• postcode;
• business name where applicable;
• telephone number; and
• any reasonably necessary delivery instructions.

12.2 Incorrect Customer-Supplied Address

12.2.1 Where an Order is delayed, returned or misdirected solely because the customer supplied incorrect or incomplete delivery information, reasonable additional costs arising from correcting or re-sending the Order may be payable by the customer where permitted by law.

12.3 Address Changes Before Dispatch

12.3.1 Customers should contact PrepPro as soon as possible if a delivery address needs to be changed.

12.3.2 PrepPro will attempt to accommodate address changes before dispatch but cannot guarantee that a change can be made once fulfilment has commenced.

12.4 Redirection After Dispatch

12.4.1 Once an Order has been dispatched, a customer may in some circumstances be able to request redirection directly through the carrier.

12.4.2 Where the customer independently changes the nominated delivery address, collection point or delivery instruction after dispatch, responsibility for consequences caused specifically by that customer-directed change will be determined according to the circumstances and applicable law.

13. Authority to Leave

13.1 Ordinary Products

13.1.1 Where supported by the carrier, customers may be able to authorise an eligible ordinary Order to be left at the nominated address without a signature.

13.1.2 Customers selecting an authority-to-leave service should nominate a location they reasonably consider safe and suitable.

13.2 Age-Restricted Products

13.2.1 Authority to leave is not available for 18+ or age-restricted Products where PrepPro requires signature delivery.

13.3 Customer-Directed Safe Place

13.3.1 Where the customer expressly authorises delivery without a signature and the carrier records the parcel as delivered in accordance with that instruction, PrepPro may take that evidence into account when investigating a subsequent missing-parcel claim.

13.3.2 This does not automatically extinguish a statutory right or prevent PrepPro from investigating whether the delivery service was properly performed.

14. Risk in Products

14.1 Standard Consumer Deliveries

14.1.1 Unless different terms are expressly agreed for a commercial or international transaction, PrepPro does not treat the mere handover of an Order to a carrier as automatically transferring all transit risk to the customer.

14.1.2 Risk generally passes when the Products are delivered to:

• the customer's nominated delivery address;
• an authorised recipient;
• an approved collection location from which the customer takes possession; or
• a location expressly authorised by the customer for unattended delivery,

subject to applicable law and the circumstances of the delivery.

14.2 Carrier Loss or Damage

14.2.1 Where an Order is lost or damaged while being transported under a delivery arrangement organised by PrepPro, customers should contact PrepPro so the matter can be investigated.

14.2.2 PrepPro may liaise with the carrier, supplier or fulfilment provider as appropriate.

14.2.3 Any remedy will be determined having regard to:

• the circumstances of the loss or damage;
• delivery evidence;
• customer instructions;
• carrier records;
• the affected Products; and
• applicable law.

15. Inspection Following Delivery

15.1 Customer Inspection

15.1.1 Customers are requested to inspect Orders promptly after delivery.

15.1.2 The customer should check, where reasonably practicable, whether:

• the correct Products have been supplied;
• quantities are correct;
• cartons or packaging show visible transit damage;
• Products show visible damage;
• components appear to be missing; or
• another obvious delivery discrepancy exists.

15.2 Seven-Day Notification Request

15.2.1 Where reasonably practicable, customers are requested to notify PrepPro within 7 calendar days of delivery of any issue reasonably apparent from ordinary inspection, including:

• visible freight damage;
• incorrect Products;
• missing items;
• shortages;
• damaged cartons;
• incorrect quantities; or
• another readily apparent shipping discrepancy.

15.2.2 Prompt reporting assists PrepPro in obtaining carrier records, photographs, warehouse information and other evidence before it becomes difficult to investigate.

15.3 No Statutory Claims Deadline

15.3.1 The seven-day period is an inspection and notification request.

15.3.2 Failure to notify PrepPro within seven days does not automatically mean:

• the Products are deemed accepted;
• a defect is waived;
• the customer loses a consumer guarantee;
• a valid claim is automatically rejected; or
• a statutory remedy is forfeited.

15.3.3 Latent defects and other issues that could not reasonably have been identified on delivery remain governed by PrepPro's Returns, Refunds & Exchanges Policy and applicable law.

16. Damaged Deliveries

16.1 Reporting Damage

16.1.1 If a parcel arrives visibly damaged, customers should contact PrepPro as soon as reasonably practicable.

16.1.2 PrepPro may reasonably request:

• Order number;
• photographs of the external packaging;
• photographs of internal packaging;
• photographs or video of affected Products;
• shipping labels;
• details of missing components; and
• other information reasonably necessary to investigate the claim.

16.2 Packaging

16.2.1 Customers should retain damaged packaging where reasonably practicable until PrepPro has had a reasonable opportunity to investigate the matter.

16.2.2 Original packaging is not a condition of exercising a statutory right where the law does not permit such a condition.

16.3 Remedy

16.3.1 Where the customer is entitled to a remedy for damaged goods, PrepPro will provide the remedy required by applicable law.

17. Missing Shipments

17.1 Delivery Has Not Arrived

17.1.1 If tracking does not show delivery and an Order has not arrived within the expected timeframe, customers should contact PrepPro.

17.1.2 PrepPro may investigate the shipment with the carrier before determining the appropriate next step.

17.2 Tracking Shows Delivered

17.2.1 Where tracking shows that a parcel has been delivered but the customer cannot locate it, customers should:

• check the nominated delivery location;
• check any authorised safe place;
• check with other household or workplace occupants where appropriate; and
• contact PrepPro if the parcel remains missing.

17.2.2 PrepPro may investigate available:

• carrier scans;
• delivery photographs;
• GPS information;
• signatures;
• safe-place records; and
• other delivery evidence.

17.3 Resolution

17.3.1 If PrepPro determines that an Order for which PrepPro remains legally responsible has been lost before proper delivery, PrepPro will provide an appropriate solution in accordance with applicable law.

18. Incorrect Products or Missing Items

18.1 Incorrect Products

18.1.1 Customers who receive an incorrect Product should contact PrepPro as soon as reasonably practicable.

18.1.2 PrepPro may request photographs or other reasonable evidence to confirm the discrepancy.

18.2 Return of Incorrect Product

18.2.1 Where PrepPro supplied an incorrect Product, PrepPro will arrange an appropriate remedy and meet reasonable return costs where required by law.

18.2.2 Customers should not be required to pay additional Product costs merely to correct an error for which PrepPro is responsible.

18.3 Missing Items

18.3.1 Where an Order appears incomplete, customers should first check whether:

• the Order was split into multiple shipments;
• another tracking number was issued;
• a Product was identified as pre-order or backorder;
• a Product is supplier-direct; or
• separate fulfilment was otherwise disclosed.

18.3.2 If Products remain genuinely missing, customers should contact PrepPro for investigation.

19. Failed Delivery & Returned-to-Sender Parcels

19.1 Failed Delivery

19.1.1 Delivery may fail where, for example:

• an incorrect address was supplied;
• access to the premises was unavailable;
• a signature was required but no eligible recipient was available;
• the parcel was not collected from a collection point;
• the customer refused delivery; or
• the carrier could not safely complete delivery.

19.2 Returned to PrepPro

19.2.1 Where a parcel is returned to PrepPro because of a delivery failure caused by customer-supplied information or failure to collect the parcel, PrepPro may contact the customer to arrange redelivery.

19.2.2 Reasonable redelivery charges may apply where:

• the failed delivery was caused by the customer;
• the charge reflects reasonable additional delivery costs; and
• charging the amount is otherwise permitted by law.

19.3 PrepPro or Carrier Error

19.3.1 Where failed delivery occurred because of an error for which PrepPro is legally responsible, the customer will not be charged additional delivery costs merely to correct that error.

20. Delayed Deliveries

20.1 Carrier Delays

20.1.1 Delivery delays may occur because of circumstances such as:

• carrier network disruption;
• weather;
• bushfire;
• flood;
• natural disaster;
• road closure;
• peak seasonal demand;
• industrial action;
• remote-area access;
• customs processing;
• regulatory inspection; or
• other circumstances outside PrepPro's reasonable control.

20.2 PrepPro's Responsibility

20.2.1 PrepPro does not guarantee estimated delivery dates unless expressly agreed.

20.2.2 However, PrepPro will not rely on the involvement of a third-party carrier to exclude a customer's rights where PrepPro remains legally responsible for supplying the Order.

20.3 Material Delay

20.2.3 If an Order becomes materially delayed, PrepPro may:

• provide an updated delivery estimate;
• investigate the shipment;
• arrange replacement where appropriate;
• provide a refund where required;
• offer another agreed solution; or
• otherwise deal with the delay in accordance with applicable law.

21. International Delivery

21.1 International Timeframes

21.1.1 International delivery timeframes may be affected by:

• export processing;
• international freight;
• destination-country customs;
• border inspections;
• import requirements;
• local delivery networks; and
• other destination-specific factors.

21.2 Customs & Import Requirements

21.2.1 Customers are responsible for requirements properly applicable to them in the destination jurisdiction, including any:

• import licence;
• local possession restriction;
• local-use restriction;
• customer-paid duty;
• customer-paid tax; or
• destination-specific permit.

21.2.2 Nothing in this clause removes any obligation legally imposed on PrepPro as the seller, supplier or exporter.

21.3 International Freight Terms

21.3.1 Bulk, wholesale, humanitarian and commercial international Orders may be subject to separately agreed freight arrangements.

21.3.2 Where specific delivery terms are agreed in writing for such an Order, those terms apply to that Order subject to rights that cannot lawfully be excluded.

22. Relationship with Pre-Orders

22.1 Separate Stages

22.1.1 A pre-order involves two separate timing stages:

1. the period before the Product becomes available for fulfilment; and
2. the delivery period after the Product has been dispatched.

22.1.2 Availability, procurement, pre-order cancellation and pre-order delay issues are primarily governed by PrepPro's applicable Pre-Order Policy and Purchase Options, Subscriptions, Pre-Orders & Cancellation Policy.

22.1.3 Once a pre-ordered Product is dispatched, its transportation and delivery are governed by this Shipping & Delivery Policy.

22.2 Mixed Orders

22.2.1 The mixed-Order and split-shipment provisions in clause 7 apply where an Order contains both immediately available and pre-ordered Products.

23. Returns & Delivery-Related Claims

23.1 Returns Policy

23.1.1 Product returns, defective Product claims, refunds, exchanges, inspection procedures and return freight are governed by PrepPro's Returns, Refunds & Exchanges Policy.

23.2 Shipping Policy Function

23.2.1 This Policy primarily governs:

• dispatch;
• delivery methods;
• freight;
• tracking;
• signature requirements;
• address requirements;
• transit issues;
• delivery inspection;
• lost parcels; and
• shipping-related discrepancies.

24. Changes to this Policy

24.1 Future Changes

24.1.1 PrepPro may update this Shipping & Delivery Policy from time to time to reflect changes to:

• carriers;
• delivery services;
• Products;
• shipping destinations;
• legal requirements;
• operational arrangements; or
• fulfilment processes.

24.1.2 Updated versions apply prospectively unless otherwise stated or required by law.

24.2 Existing Orders

24.2.1 A subsequent Policy change will not retrospectively alter an accepted Order in a manner that unlawfully disadvantages the customer.

25. Australian Consumer Law Priority

25.1 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

25.2 Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or modify:

• a consumer guarantee;
• a statutory remedy;
• a right concerning goods not received;
• rights concerning damaged or incorrectly supplied goods; or
• another right or liability

that cannot lawfully be excluded, restricted or modified.

25.3 Where anything in this Policy conflicts with such a statutory right, the statutory right prevails to the extent of the inconsistency.

25.4 Delivery estimates, inspection requests, carrier arrangements and customer delivery instructions operate alongside applicable statutory rights and not in substitution for them.

26. Contact

26.1 Customers should contact PrepPro using the customer-support details published on the PrepPro Australia website regarding:

• delivery questions;
• tracking issues;
• missing parcels;
• damaged shipments;
• incorrect items;
• address changes;
• signature delivery;
• age-restricted delivery;
• pre-order delivery; or
• other shipping enquiries.