Shipping policy

SHIPPING POLICY

Thank you for visiting and shopping at Ketone Pty Ltd (Keto Australia). The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing your Order

An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.

2. Shipment Processing Time

Processing time refers to the time it takes for us to prepare your order for shipping.

After your payment is authorised and verified, all orders are processed within 2 days. We will contact you for some reason if there are any delays.

However, some orders may ship within as few as 1 and some may take up to 7. This variance is due to available stock and mixed orders that have different delivery methods. Dry goods such as gummies, bars and chocolates are dispatched via Australia Post. 

3. Domestic and International

Keto Australia ships domestically as well as internationally. If you have a question about domestic or international deliveries, please contact us at help@keto.com.au

All orders delivered within Australia automatically have tracking.

International orders are sent with Australia Post. This service comes with tracking and your tracking number will be sent to you once it has been posted. If we are requested to make alternative shipping arrangements we cannot guarantee tracking and will not be responsible for the delivery of orders sent internationally. Delviery timeframes do not apply to international shipping, however despatch timeframes will be met. Fresh and Frozen is ineligible for international orders.

4. International Customs, Duties and Taxes

All orders shipping to a destination outside of Australia are subject to the import duties, fees, and taxes of the destination country. Delays in delivery may occur if your package is randomly selected by your country’s Customs Department. Keto Australia is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your order (package) into your country. We do not benefit in anyway from these chargers and we work very closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and custom requirements or other

like taxes, fees, levies, costs or expenses associated with importing products you purchase from us and shipping them internationally.

5. Shipment rates and delivery estimates

We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.

  • Express Shipping

The order will arrive within 1-3 business days.

  • Standard or Regular Shipping

The order will arrive within 3-10 business days.

    Please note:

    • Business day means Monday to Friday, except holidays.
    • Orders are not shipped or delivered on weekends or holidays unless stated.
    • Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
    • Products may be delivered in separate shipments.
    • When placing your order, we consider these factors when calculating the Estimated Delivery Date:
    • Transit Time: The amount of time it takes your order to leave our distribution centre and arrive at the local delivery carrier.
    • Due to stock shortages, government lockdowns, major accidents, packages to and from our facility in Adelaide may be delayed. We appreciate your patience during this time.
    • We will not be responsible for wrong shipping address if you provide incorrect information.

    Tracking Options. Keto Australia aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package. Notifications may vary between Frozen, Fresh and Dry goods, depending on the delivery partner.

    6. Out of Stock Items

    Substitution. Customers can expect that the goods or services provided will be as stated and any substitutions or alternate supply will be of a same or similar product (eg a keto gummy from our range).  Orders may be shipped partially fulfilled for out of stock items with missing items provided within 14-28 days. If the item is not available after 28 days the customer is entitled to refund on the paid price of that item. Where this occurs, the customer shall be entitled to an in store $20 gift voucher on future purchases.

    Gifts and Bonus Items. Free gifts or bonus items are strictly subject to availability and will not prevent Keto Australia from satisfying an order as complete. If customers are missing a free item, then they are entitled to a refund at a rate of $15 per missed item regardless of the retail price of the item. Free gifts and bonus items will normally include scoops, whisks, guide books, magnets, shakers, and other miscellaneous items. 

    7. Damages

    If there is any damage to the packaging on delivery, contact us immediately at help@keto.com.au.

     8. Missing or Lost Package

    There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often that not, the package is either in the building or with a neighbour. Keto Diet Australia Pty Ltd politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at help@keto.com.au to report missing or lost packages.

     9. Questions & Inconsistencies

    If you have any questions about the delivery and shipment of your order, please see our FAQ page,https://www.keto.com.au/pages/faq, or contact us at help@keto.com.au. 

    If there are any inconsistencies, then please notify us. Please note Keto Australia will show discretion and good faith in resolving any request.