Retail product orders are packed and posted after payment has been received.

Orders are usually prepared for dispatch Monday to Friday, excluding public holidays. Dispatch timing may vary during busy periods, supplier delays, public holidays, or temporary closure periods.

You will receive confirmation once your order has been placed, and tracking details will be provided once your order has been dispatched, where tracking is available.

Postage costs will be shown at checkout before payment is required. You will be able to review the shipping cost before confirming your order.

Some products may be available for local collection only, depending on the product type, storage requirements, or delivery suitability. Where this applies, it will be noted on the product page or at checkout.

Please contact Wide Bay Apothecary promptly if your parcel arrives damaged, leaking, incorrect, missing an item, or if you have any concerns about the condition of the products inside.

Where possible, please keep the packaging and take clear photos of:

• the outside of the parcel

• the damaged or affected product

• any leaking, breakage, or visible issue

• the packing slip or order details, if relevant

Please do not use a product that appears damaged, contaminated, incorrectly labelled, leaking, or not as expected.

Once the issue has been assessed, Wide Bay Apothecary will provide an appropriate remedy where required.

Please make sure your shipping address is correct before completing your order.

If a parcel is returned due to an incorrect address, failed delivery, or non-collection from a postal outlet, Wide Bay Apothecary will contact you to arrange re-delivery where appropriate.

Additional postage costs may apply.

Once an order has been handed to the postal carrier, delivery timeframes are outside Wide Bay Apothecary’s direct control.

If your parcel is delayed, please use the tracking details provided. You can also contact us if you need help checking the status of an order.

Wide Bay Apothecary handles returns and refunds in accordance with Australian Consumer Law.

If a product is faulty, damaged, unsafe, incorrectly supplied or not as described, please contact us promptly so the matter can be assessed.

Depending on the issue, an appropriate remedy may include a replacement, refund, store credit, or another suitable resolution.

Wide Bay Apothecary does not offer refunds for products damaged after they have been received, or that have been stored incorrectly after delivery or collection. This does not exclude any rights you may have under Australian Consumer Law.

Wide Bay Apothecary does not usually offer refunds or exchanges for change of mind.

This includes situations where you ordered the wrong product, no longer want the product, found another product elsewhere, or decided the product is not suitable after ordering.

However, you are welcome to contact us if you have made an error with your order before it has been packed or dispatched. Where practical, we may be able to assist before the order leaves Wide Bay Apothecary.

For questions about shipping, local collection, damaged parcels, incorrect items, or returns, please contact Wide Bay Apothecary through the contact form.

Please include your name, order number, a clear description of the issue, and photos where relevant.

Local collection for purchases is offered at our discretion and may not be suitable for every order or product. Collection is only available once your order has been finalised, payment has been received, and a collection time has been arranged.

Wide Bay Apothecary does not operate as a walk-in shopfront. Please do not attend the property unless a collection window has been confirmed.

If you choose local collection, we’ll contact you after your purchase to arrange a suitable collection time and provide the collection details.

Please collect your order at the agreed time.

If you are unable to collect at the agreed time, please let us know so we can arrange another time or postage.

If postage is required because an order was not collected at the agreed time, postage costs are the customer’s responsibility.