Customer Service

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Shipping & Delivery

We ship orders within Australia and to most International countries. Orders are dispatched from our warehouse within 3 business days from receipt of a payment. Estimated delivery times outlined in the below table are from when your order leaves our warehouse and should be used as a guide only.

You can nominate to have your order delivered to a residential, business or PO Box address. If nominating a business address, it is important to include the business name in the address field. If insufficient delivery information is provided to us and your parcel is returned, you will be required to pay a re-delivery fee.

Australia - Standard $10 Flat Rate 3-10 business days
Australia - Express $15 Flate Rate 1-3 business days
International - Standard Calculated by weight 6-10 business days
International - Express Calculated by weight 4-7 business days
International - Courier Calculated by weight 2-5 business days

International customers, please also note that shipping rates for International delivery is weight-based. A shipping calculator is located on the 'cart' page for your convenience. Actual shipping charges will be shown on the final check out page. Some products cannot be shipped outside of Australia and we will advise you in writing if this applies to your order. Many countries charge import duties and taxes and you may wish to check this with your local authorities before placing an order. All transactions made on our website will be in Australian Dollars (AUD) and converted to local currency by your credit card provider or PayPal. Some credit card companies charge a fee for international payments. Ultraderm will not be held liable for any charges incurred by local countries or your credit card provider.

Tracking information is provided via email once your order has been shipped from our warehouse. 

Returns and Exchanges

We hope that you are happy with your order, however if for any reason you are not completely satisfied you may return any item in its original condition for an exchange or full refund within 14 days from receipt of delivery.

We will process refunds and exchanges within 3-5 business days upon receipt of the goods. Refunds (excluding the initial delivery charge) will be made against the original payment method. If the order was paid by bank transfer we require your bank details in order for us to facilitate the refund.

We cannot accept any product that we reasonably believe have been used and in such circumstances, we will notify you that no refund is available and your items will be returned to you within 28 days of notification. 

Before returning your goods, please follow these steps:

Step 1, Contact Us

Before returning any item you must contact us in the first instance to advise your reason for return or exchange. An approval number will be provided which must be included with your return along with the original purchase receipt.

Step 2, Return Product

Items must be returned to us in their original condition within 14 working days of delivery. Please ensure that the returned parcel is properly packed and sealed. We strongly advise that your item is returned using a trackable delivery method, we cannot be held liable for items that are misplaced or lost during transit. Unfortunately we are unable to complete a refund or exchange if an item is damaged during transit therefore we recommend packaging your returned item securely.

It is important to include your original receipt, return authority number and your preference of either a refund or exchange with the returned item.

Step 3, Processing the Refund or Exchange

Upon receipt of your returned item and providing it is received in a resalable condition, we will process the refund or exchange within 3-5 business days. For exchanges, shipping charges will need to be paid for prior to us sending out your replacement item. Please allow 7-10 business days for delivery.

Damaged, Faulty or Incorrect Items

Please contact us immediately if the goods you receive are damaged, faulty or not what you originally ordered and we will be happy to exchange the items or offer you a refund.

Our Returns and Exchanges policy does not exclude or replace your statutory rights under Australian Consumer Law.