Shipping & Returns
Shipping within australia
How much does shipping cost?
We offer the following flat rates in Australia:
- Standard Parcel Post: $10
- Express Post: $15
- Signature on delivery option: An additional $3.
When will my order be dispatched?
Great question! Possibly our most popular one.
All orders are dispatched 9 am (AEDT) Tuesday and Thursday.
This excludes public holidays and any Australia Post holidays.
Will my order go express?
Yes, if you choose express post at checkout
How long will it take to receive my order?
If your order was shipped via Express Post (see the above question), it will generally be delivered within 2 – 5 business days. This is provided you are within the Express Post serviced area.
Standard Post takes a bit longer and delivery times can vary, it can be anywhere between 5 – 10 business days depending on your locations.
Can I track my order?
Yes, all packages come with a tracking number. In your shipping confirmation email there’ll be a unique tracking code that you can enter on the Australia Post website:
You might need to give Australia Post approximately 24 hours for the tracking information to appear on their website.
My package isn’t here yet. What’s going on?
First up, track your parcel on the Australia Post website. You’ll find your tracking code in the shipping confirmation email.
If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late based on the table to the right.
That means if we were sending to Sydney via Regular Post, more than 9 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter.
So if your package is more than three days late, drop us a line and be sure to include your name, order number, tracking number and contact information so we can find out what’s going on for you.
Does my order need to be signed for when it’s delivered?
It’s up to you. We provide you with the option when you place your order. But there’s two things you need to know:
If you choose Regular postage or Express postage without “Signature on Delivery”, we can’t be held liable for your parcel going missing.
Also, strangely, we can’t guarantee that Australia Post won’t ask for a signature anyway. In some areas, Australia Post will require a signature on all parcels regardless of what you specify.
I placed an order but didn’t receive confirmation. Where’d it go?
There are a few possible reasons why you might not have received a confirmation email after placing an order:
Check your junk email, it’s sometimes hiding in there.
If you have email accounts, make sure you’re checking the right one.
If you’ve double checked those things and still don’t have a confirmation email, please get in touch with our customer service team and we’ll manually make sure your order was submitted successfully.
You guys stuffed up, or I got a bonus I didn’t ask for. Can you fix it?
That’s no good at all. Sometimes we do get things wrong, and we’ll do our best to fix it up asap! If you get in contact with our customer service team we can figure out what went wrong and how to fix it for you. Please do not dispose of or open any incorrect products unless we advise you to.
My product/s are damaged/there’s something wrong with them. Can I have a new one/s?
Oh no! Damaged parcels are the worst. We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw them away!
If it’s possible, snap a photo of the damage and send it through to us. We can then arrange to replace or swap the items, and will organise for you to return the damaged items back to us.
I changed my mind about a product. How do I return it?
If you’ve changed your mind and want to return an unopened product, that’s no problem. Here’s what you need to do:
Get in touch with our customer service team so they know what’s going on.
Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs).
We’ll process your refund when we receive the item and email you to let you know.
Note: We have a limit of one return per month, and we can’t refund goods that have already been opened unless it’s a damage or quality issue (see the previous question).
International shipping cost is calculated at the check out and is based on your delivery location and the size and weight of the items being sent. Please note the following for International Shipping:
CYOS cannot be held responsible for any laws or regulations that result in Customs applying an additional cost to your order, whether tax or duties nor any related delivery delays or seized products. By ordering from CYOS you agree to and understand our policies. If your order is refused or returned to CYOS we will not issue a shipping refund. If the order is not returned to our facility we cannot issue a refund of any kind.
In some countries, supplements are restricted for import to a 90-day supply and must be for your own personal use. Please check with your country’s customs office regarding the import of the products you wish to order. As the buyer, you are responsible for any import restrictions, prohibited import items, taxes, tariffs, fees and other duties. We kindly request that you contact your customs office to thoroughly inquire about import regulations before placing your order
You may have to pay import taxes and/or customs duties. You may also be required to pay a brokerage (handling) fee for the shipment. These charges are separate from your shipping charge and you will be billed directly for them.
Due to import regulations, some products may not be available for purchase to your country. We apologize for any inconvenience this may cause you.
While the CYOS team works hard to prevent products from shipping to countries where ingredients are problematic or prohibited, we cannot guarantee that our restriction information is always up to date. As these regulations change constantly, we highly recommend that you check with your local authorities for information on regulations that may affect your ability to receive your order.
We welcome your feedback. If you find a product that needs to be restricted or allowed to ship to your Country, please contact us with the product name and a link to the relevant regulatory agency policy from your local authority’s website. We’ll inspect the issue immediately and update our restrictions accordingly.
INTERNATIONAL PAYMENT METHODS
Accepted forms of payment currently include:
Credit cards associated with Visa, MasterCard, American Express, and Discover
Debit cards associated with Visa, MasterCard, American Express, and Discover
PayPal where available
If you experience difficulties using your credit or debit card to make an international purchase, please first contact your bank to ensure that your card has been enabled for international purchases. This will nearly always fix your issue. Please note that all prices are listed in AUD unless otherwise noted.
INTERNATIONAL SHIPPING OPTIONS
- Australia Post Standard
- Australia Post Express
CONTACT AND TRACKING INFORMATION:
Once your CYOS order has been processed you will receive a shipping confirmation email which will include your tracking number(s)
RETURNS & REFUNDS POLICY
Our Return & Refund Policy is as follows: If for any reason you are unhappy with a product you purchased, you can return the unopened package to us for a full product refund. If the product is opened or damaged we cannot issue a refund. We will not issue refunds for any return shipping costs. To begin the return process, please email or call us notifying us of your intention and order information. When you mail the product back to us, please include the order’s invoice with the parcel, so we can identify what order it is connected to. The product(s) must be postmarked within 90 calendar days of when the order first shipped. We highly recommend that you use a traceable shipping provider.
ERRORS IN ADDRESS
Please note that we cannot change the delivery address after an order has been shipped. We cannot be held responsible for any delays, fees, or other delivery issues if an error has been made in the shipping information on your order. However, we work directly with our shipping providers to help resolve address issues where possible. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you will be responsible for any return shipping fees, and we will give you a refund for the merchandise according to our Returns & Refunds Policy.
VIOLATION OF LAWS
Please familiarize yourself with your country’s import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law.
If you refuse an order for any reason, you will still be eligible for a refund according to our Returns & Refunds Policy.. However, we will not be responsible for any return shipping costs.
If Customs removes or damages a product(s) during the course of an inspection or delivery delay of any kind, you’ll need to contact them directly to file a damage or loss claim. We are unable to speak to customs on your behalf. Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs. In the event that the order is returned back to our warehouse in an undamaged and resalable condition, we will issue a refund according to our Returns & Refunds Policy.. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we’ll instruct the courier to destroy the package and we’ll be unable to issue a refund of any kind.
It is an unfortunate but occasional problem with customs transits that a small percentage of parcels will randomly be selected and held for additional inspections and/or analytical testing. Perhaps 4% – 5% of shipments will be held for up to several weeks while those parcels are sent to the labs for analytical testing of the contents. We really have no control over such delays when they occur. It is a terrible inconvenience when these extended delays happen. It is also unfortunate that the only thing we can do is to wait patiently for your parcel to be delivered to you or returned to us. If your order is returned to us in this manner, we will give a refund according to our Returns & Refunds Policy.. However if your order is not returned back to us, then we will be unable to issue a refund.
CYOS cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. However, please note that the vast majority of international shipments do not experience problems or delays, and our customers are very rarely assessed additional fees. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from CYOS you agree to our policies above. CYOS reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion