Shipping policy

Thank you for choosing Thermoskin for your product needs. This Shipping Policy governs the shipping and delivery of products purchased from United Pacific Industries, trading as Thermoskin ("Thermoskin," "we," "our," or "us"). Please review this policy carefully before placing an order. By placing an order, you agree to the terms and conditions outlined below. 

1. Shipping Methods and Partners 

1.1 Shipping Partners:

We utilise the services of Sendle, Australia Post and Star Track Express as our shipping partners for deliveries within Australia. These reliable courier companies allow us to provide efficient and secure shipping services to our customers. 

1.2 Delivery Days:

Our shipping partners operate Monday to Friday 9am-5pm AEST, excluding Victorian public holidays. Orders which are placed over the weekend or on a Public Holiday will not be processed until the next business day, at the earliest.  

1.3 PO Box Delivery Option:

For customers preferring delivery to a PO Box, please ensure to select the PO Box option ($10) in the shipping method section during checkout. This option is available even for orders that qualify for FREE shipping. To ensure accurate delivery of your parcel, it is essential to choose the PO Box delivery option if this is your preferred shipping address.

2. Order Processing and Tracking 

2.1 Order Processing:

Orders placed before Midday AEST (Australian Eastern Standard Time) will be processed for pick up the next day by our delivery partner, subject to stock availability. 

2.2 Tracking Information:

Once your order has been processed and shipped, it will be assigned a tracking number for your reference. You can track your shipment using the tracking number provided on the respective courier company's website: 

3. Delivery Responsibility and Liability

3.1 Delivery Responsibility:

  • Once deliveries leave our warehouse in Kilsyth, VIC, the delivery dates and circumstances become the responsibility of the courier company until the items are successfully delivered or returned to our warehouse due to delivery failure.  
  • Sometimes, a delivery driver may be unable or deem the location unsafe to leave your goods unattended at your property. 
  • Please allow at least 1-3 days handling time before your order is dispatched. Where possible we will try to process orders for shipment on the same day of purchase, but this will vary depending on the quantity of orders at any given time.  

3.2 Delivery Failure

  • In the event of a delivery failure due to circumstances beyond our control or if an incorrect address is provided, the courier company will return the items to our warehouse. We will refund you the product price ONLY. 
  • Please note when completing your order form, to include a valid street number, suburb, postcode, and phone number. Orders cannot be processed without this information, and Thermoskin will not be held responsible for any delays incurred because of this missing information. 

4. Shipping Structure and Charges 

4.1 Standard Delivery: 

  • Delivery Timeframe: 3-8 days 
  • Shipping Cost: $10 (added at checkout) 
  • FREE STANDARD Delivery: Available on orders over $90. 

4.2 Express Delivery: 

  • Delivery Timeframe: 1-2 days 
  • Shipping Cost: $12.95 (added at checkout) 
  • FREE EXPRESS Delivery: Available on orders over $150. 

4.3 New Zealand Shipping:

  • Standard Parcel (up to 1.5kg): $12 NZD
  • Standard Parcel (over 1.5kg): $15 NZD

Delivery Time Frame: 6–15 business days (depending on carrier times after pickup).

4.4 Delivery Information

  • All orders will be shipped with an "Authority to Leave" (ATL) unless otherwise specified during the checkout process as “Signature required”.

5. Changes to Shipping Policy

We reserve the right to modify or update this Shipping Policy at any time without prior notice. Any changes will be effective upon posting the revised policy on our website. 

6. Contact Information 

If you have any questions or concerns regarding our Shipping Policy or any aspect of our shipping services, please contact us at: 

United Pacific Industries 
PO BOX 376
Kilsyth VIC 3137 
Australia 
Phone: +61 3 97617599 
Toll-Free: 1800 188 019 (Australia Only) 
Email: hello@thermoskin.com 

The last update to this document was 27 Nov 2024.