Shipping & Returns

*PLEASE NOTE THAT DELIVERIES MAY BE AFFECTED BY COVID-19 RESTRICTIONS AND IT MAY TAKE LONGER THAN USUAL FOR YOUR PARCEL TO BE DELIVERED. WE THANK YOU FOR YOUR UNDERSTANDING.

Goods purchased at our Website (www.totalhempcompany.com.au) are picked and packed by Total Hemp Company and the shipping process is completed by our delivery partner which is usually Australia Post.

Shipping & Delivery

As we are located in a remote area, delivery time will vary. We aim to despatch orders within a usual and reasonable timeframe, but there may be circumstances where delivery is delayed because of events beyond our control. If this happens, we will try and arrange for your products to be delivered as soon as possible, but we will not be liable to you for any losses caused as a result of such delay. Delivery times may vary depending on the availability of the products and your delivery address. Delivery times are estimated by Australia Post and cannot be guaranteed. If no one is available at your address to accept delivery, Australia Post will leave you a note and you will need to contact them to pick up your parcel.

International Delivery

We do not currently have international shipping set up on our website.  If you would like to order products to an international destination please email us for a quote and we will confirm whether or not we are able to deliver to your country. Please note that your order may be subject to import duties and taxes, which may be applied when the delivery reaches that destination. You must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable or responsible if you break any such laws.

Shipping Costs

You, the purchaser, are responsible for all shipping costs unless otherwise specified. The shipping rates on our website are based on the delivery prices we receive from our delivery partners and are subject to change without notice.  Shipping costs are listed in Australian dollars. We do our best to calculate accurate shipping costs for your purchases at the time of purchase. However, in some instances accurate shipping costs cannot be calculated by our website and we reserve the right to modify them. (For example, in the event of a bulk order.) In the event that such a modification is required, you will be contacted directly using the information you provided in your customer account for discussion prior to order completion. If we are unable to contact you within 3 business days, we reserve the right to cancel your order.

Shipping Times

Under normal circumstances, orders will be shipped within 7 calendar days of receipt. Orders are accompanied by parcel tracking information for your convenience. Deliveries to Australian and New Zealand addresses are generally completed within 2-6 business days of dispatch. Shipping to other international addresses is generally completed within 5-15 business days of dispatch. Please note that these shipping times are guidelines only and applicable under normal circumstances only. We are sorry but we are unable to guarantee delivery of orders by a certain date. If you live in a remote area, please note that additional fees may apply.

PO Boxes

We apologise but we are unable to deliver to PO boxes at this time. We reserve the right to cancel and refund any orders made with PO Box addresses listed.

Duties and Taxes

The purchaser or receiver is responsible for all duties, fees, taxes or applicable charges relating to the parcel(s).

Customer Information

We are unable to claim responsibility for any loss or damage that you may incur as a result of providing us with incorrect delivery information. Please ensure your details are correct at the time of purchase. Orders that must be re-shipped will incur additional fees.

Returns & Exchanges

Return and exchange requests are generally assessed on a case by case basis. To submit a return or exchange request, please email hello@totalhempcompany.com.au with the subject line RETURN or EXCHANGE.

In the event that we have made a packing error and an incorrect product has been shipped to you, we will happily provide the correct product to you. Please note that products cannot be returned or exchanged if they have been opened, the safety seal broken or they have been used unless the item is found to be faulty, spoiled or otherwise unsuitable for use or consumption.

The cost of shipping, return shipping and exchange shipping is born by the purchaser except in the event that an order or shipping error is ours.

Faulty Products

We do our best to ensure that your parcel is delivered to you in the same condition it leaves us in. Faulty or damaged goods must be reported to us within 2 business days of delivery. Please email hello@totalhempcompany.com.au  to report a faulty or damaged order. Outcomes will be assessed on a case-by-case basis.

Customer Care

For assistance and queries please email hello@totalhempcompany.com.au and we will be in contact.