Shipping policy

 

Shipping Policy

Standard and Express Shipping rates available and displayed at the Checkout.

How long will it take for my order to arrive?

Live and Thrive Australia can deliver products to your doorstep, Australia wide. Once you have placed your order it will be dispatched within 24 hours if the product is in stock*.

From the date of your order, you can expect the following estimated delivery times for products that are in stock.

Due to current delays related to COVID19, deliveries may take two weeks to arrive with you.

For metro locations, approximately 2-6 working days; and
For regional locations, approximately 2-10 working days.

You can also find your shipping tracking number by signing into your online account, navigating to 'Web Orders', clicking on the order number you wish to see shipping information for and clicking on the consignment/tracking number on the top right-hand corner of the page.

If you haven't received your order within the above timeframe, it may be on back order (ie. out of stock). For approximate delivery timeframes for products on back order, please contact our Customer Service team on 1300THRIVE or via email customerservice@liveandthrive.com.au.

* If an order is placed on a weekend, it will be processed the next business day.

Returns

Faulty products

If the product you purchased is faulty or damaged, please call our Customer Service team on 1300THRIVE to report the problem. We will arrange for the product to be picked up from you (at no charge) or we advise you to dispose of the product. If we are picking up the product, we will give you a Return Merchant Authorisation (RMA) number which you must display on the external return packaging.

You can choose to have the product replaced, a refund of the purchase price, or a credit on your customer account for future use. Refunds will be processed using the same payment method that was used for the original purchase.

You will need to provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase.

Change-of-mind policy

If you change your mind about the product you purchased and you would like to return the product, Live and Thrive Australia will only accept returns if:

The product is a standard stock item and has not been specially ordered by Live and Thrive Australia at your request; for nutritional products, that do not have any special storage requirements and have more than 60 days of shelf life prior to the expiry date;
you contact our Customer Service team within fourteen (14) days of the date the product was delivered to you; the product is in its original condition. Packaged goods must be unopened, unmarked and in a re-sellable condition; you provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase;
you obtain a RMA number by contacting our Customer Service team and this is clearly displayed on the external return packaging (not on the product packaging); and
you pay the restocking fee which covers the cost of us arranging for the goods to be picked up from you. We cannot exchange or refund therapy toys and tools, enteral feeding products and accessories, and continence products (if unpacked) due to hygienic reasons, unless faulty.

If these conditions are met, you will have the choice of a refund of the purchase price or a credit on your customer account for future use.

The rights and remedies given to you under this Return Policy are in addition to your rights and remedies under the Australian Consumer Law and nothing in this Returns Policy excludes, restricts or limits those rights.

Please call the Live and Thrive Australia's Customer Service team 1300THRIVE or email customerservice@liveandthrive.com.au for all return enquiries.