Order Update: Temporary Delays

We want to be upfront with you, and we also want to acknowledge that we haven’t handled communication as well as we should have during this period. For that, we’re genuinely sorry.

We’re a small, family-run Australian business, and over the Christmas and New Year period demand for the Keto Products increased far beyond anything we anticipated. As customers began seeing results, reordering, and recommending the kits to friends and family, order volume accelerated extremely quickly, to the point where we were hit with what would normally be close to a full year’s worth of orders within a single month.

We have also inherited a number of customers from scam related companies who failed to fulfil orders, we are not one of those companies and we are working hard to fulfil every order.

To keep up, our entire team, including customer support, stepped in to help physically pack and dispatch orders alongside the warehouse. While this helped us get orders out faster, it meant we haven’t been able to respond to every message or take every call as promptly as we normally would. We completely understand how that would have felt frustrating or concerning, and we take responsibility for that.

The good news is:

• Orders have been shipping continuously
• Your order is in our system and queued for dispatch
• We’ve completely overhauled our manufacturing and fulfilment processes
• New stock is arriving over the next week, and remaining orders (including yours) are scheduled to ship next week, with tracking sent as soon as they leave
• We’ve also employed additional backend customer service staff so every enquiry is now being responded to properly and promptly

This surge genuinely caught us off guard, especially during an already busy holiday period, but we’ve taken concrete steps to ensure this doesn’t happen again, both in fulfilment and customer support.

If you’re happy to wait for your order to ship next week, there’s nothing you need to do.

If you’d like to apply for a refund instead, we can of course assist. To ensure requests are handled correctly, refunds are processed via our refund request form. Once submitted, refunds are issued within 7–10 business days, depending on your financial institution. 

Please let us know how you’d like to proceed and we’ll take care of it for you.

Thank you for your patience, and for supporting a small Australian business while we work through an unusually busy time.

The Keto Australia Team

**TIMELINES** 
Orders with gummies only are currently shipping in order of oldest to newest, with all orders fulfilled no later than week of 23 February