Shipping & Returns

Shipping:

Proxoderm ships goods Australia wide and internationally. Standard orders are shipped within 1 to 2 business days. Orders placed on Saturdays, Sundays, and public holidays are shipped the following business day.

Our business hours are Monday – Friday 9am to 5pm AEST, excluding public holidays. 

Shipping time and fees:

Australia: Free shipping for orders above $70 AUD with Parcel Post. Standard Parcel post: $5. Delivery time: 2-5 business days after shipment. Express shipping fees: $10. Delivery time: 1-3 business days after shipment. 

New Zealand: Free shipping for orders above $120 AUD. International Post Standard: Flat rate $15 AUD ($16NZD). Delivery time: 5-10 business days after shipment. Express post: $25.

US: Free shipping for orders above $120 AUD ($90 USD). Standard Post: Flat rate $15 AUD ($11USD). Delivery time: 7-12 business days after shipment. Express post: Flat rate $35 AUD ($25 USD)

Rest of the World:
International Post Standard: Flat rate $20 AUD ($15 USD). Delivery time: 7-15 business days after shipment. 
Express post: Flat rate $35 AUD ($25 USD). Delivery time: Depending on where you are located but usually 5-10 business days after shipment.

Refunds / Returns Policy:

Incorrect or Faulty Products:
If you have received incorrect, damaged or faulty items, please provide details (including photos) within 30 days of purchase. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.

Please note the original shipping fee is not refundable. All refunds will be credited in the form that the payment was received.

Missing Items:
We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.
Please contact us at customersupports@proxoderm.com and include your order confirmation number in the subject line so we can find your order easily and process your request promptly.

Change of Mind:
If after placing an order you change your mind, you are entitled to cancel that order within 24 hours of it being placed, subject to the products not having already left the PROXODERM premises. To cancel an order you need to contact us by email at customersupports@proxoderm.com.
We will accept all refunds or replacement requests if the products are returned to our warehouse within 14 days of delivery. The product must not have been used, show any signs of wear and tear, and the packaging must not have been damaged. If the packaging is damaged in any way or if the product has been opened / used, you will not be entitled to a refund or replacement. Please note that refund will not include the shipping fee and a restocking fee of 10 AUD will be deducted to the final amount.

Other Issues:
If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.
How to Return Products
If you need to return products in accordance with this Policy, please contact at customersupports@proxoderm.com to find out how to send products back to our nearest warehouse.
Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return.
Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.