Shipping policy

Zosherm – Shipping & Delivery Policy

Last Updated: 17 November 2025
Website: www.zosherm.com.au
Contact: support@zosherm.com.au

We want your shopping experience at Zosherm to be smooth and stress-free. Below is everything you need to know about delivery, tracking, and what to expect when ordering from us.

Where We Deliver

We deliver to most metro and regional areas across Australia.
At checkout, if delivery shows $0.00, shipping is free.

We partner with trusted couriers including Australia Post, Aramex, Allied Express, Team Global Express and others depending on your location and item size. Couriers are assigned automatically and cannot be manually selected.

Some rural, remote, isolated or island locations may incur a surcharge or may not be serviceable. If this applies to your order, we will contact you before dispatch to discuss options or arrange a full refund.

We cannot deliver to PO Boxes or Parcel Lockers.
We currently ship within Australia only.


Dispatch Times

We aim to dispatch orders within 1–2 business days.
Orders placed after 9:00am on Fridays or on weekends/public holidays will be dispatched the next business day.

During sale periods (EOFY, Black Friday, Christmas), dispatch may take an additional 1–2 days.


Estimated Delivery Times

These timeframes are estimates only and depend on your courier and location.

Metro

  • VIC: 3 – 9 business days
  • NSW: 4 – 10
  • QLD: 4 – 10
  • SA: 4 – 10
  • WA: 5 – 15
  • TAS: 5 – 10
  • NT: 5 – 15

Regional

  • VIC: 4 – 14
  • NSW: 5 – 15
  • QLD: 5 – 15
  • SA: 5 – 15
  • WA: 6 – 20
  • TAS: 6 – 15
  • NT: 6 – 20

Delays can occur due to weather, courier backlogs, or other factors beyond our control.

Tracking Your Order

Once dispatched, you will receive an email with your tracking number.
Tracking may take 24–48 hours to activate.

Couriers may send SMS or email updates, but this is not guaranteed.

Delivery Expectations

  • Delivery is strictly to the ground floor only.
  • Couriers cannot enter homes, climb stairs, or assist with placement.
  • Deliveries occur Monday–Friday during business hours.
  • Authority to Leave (ATL) is usually the default.

If you prefer no ATL, please note this at checkout (not guaranteed in all cases).

For large blocks, farms, long driveways, or multi-dwelling units, couriers will deliver to the most accessible safe point.

Preparing for Delivery

To ensure a smooth delivery:

  • Keep pathways clear
  • Make sure someone is available if a signature is required
  • Secure pets
  • For apartments: couriers deliver to the main ground-floor entrance only

Courier Notes & Requests

You may leave delivery notes at checkout such as “leave at front door.”

Please note:

  • Instructions go directly to the courier
  • They are not guaranteed
  • Couriers cannot call before arrival

For special delivery requirements, contact us before placing your order.

Missed or Failed Delivery

If the courier cannot safely deliver your order, they may leave a card with instructions for redelivery or depot pickup.

Couriers usually hold parcels for 7 days before returning them to sender.

Fees may apply for:

  • Incorrect address
  • No one available
  • Parcel refused
  • Multiple failed attempts

Returned parcels can be resent (additional delivery fee) or refunded under standard return rules.

If something goes wrong, please contact us within 30 days of dispatch.

Changing Your Delivery Address

If you need to change your address, contact us immediately.
Once your order is dispatched, changes cannot be guaranteed and may incur courier redirection fees.

Split Deliveries

Some orders ship from multiple warehouses and may arrive separately.
Tracking will update when additional parcels move through the network.

Damaged or Missing Items

All orders are covered by freight protection up until delivery or ATL drop-off.

If your item is damaged:

Contact us within 3 days with photos/videos so we can resolve it quickly.

If your item is marked delivered but you didn’t receive it:

  • Check around your property
  • Check with neighbours
  • Contact us so we can review courier proof of delivery

Zosherm is not responsible for theft after delivery is completed.

Remote Area Limitations

Some locations have restricted courier access.

Postcodes that may incur a surcharge or require alternative arrangements include:

  • SA: 5701
  • TAS: 7151
  • WA: 6215–6699, 6700–6799
  • NT: 0800–0999
  • QLD: 4300–4699, 4454–4805, 4806–4895

If delivery is not possible, we will contact you before dispatch.

Delivery Liability

Risk of loss or damage passes to you once the order is delivered or left under ATL.
Zosherm is not liable for theft or damage after delivery.

Need Help?

We’re here to help!
Email us anytime at support@zosherm.com.au or use the contact form on our website.

Business Hours: Monday–Friday, 8:30am–4:30pm AEST
Messages outside these hours will be answered the next business day.