Deliveries will only be made to Australian States and Territories. No overseas exports will be made. No exceptions.
Delivery time
We will do our level best to deliver your items within 3 working days if the item is currently in stock. On some occasions we may be out of stock in our warehouse and may need to re-order from the supplier, so please allow up to 7 working days for delivery. If you're item has not arrived after 7 working days, please email us at info@utopia.net.au and we will immediately investigate the delay, track the goods and respond to you.
Postage, packaging and handling costs
Our postage, packaging and handling costs are set at a flat rate of $9.90 for each order.
Damaged goods
Please inform us immediately if goods have been damaged in transit when you receive them on the above email address and include your phone number. We will phone you to understand the damage that has occurred and will organise a replacement item as soon as possible, subject to our discretion. We may request that you return the damaged items to us for insurance purposes. In this case, we will cheerfully refund your postage costs when we send the replacement item to you.
Incorrect items delivered
This should never occur but if it does, please inform us immediately you receive your delivery on the above email address and include your phone number. We will phone you to understand the problem and organise correct replacement items to be delivered. We may request that you return the incorrect items. In this case, we will cheerfully refund your postage costs when we send the correct replacement item to you.
Past use-by date or best-before-date
This should never occur but if it does, please inform us immediately you receive your delivery on the above email address and include your phone number. We will phone you to understand the problem and organise correct replacement items to be delivered. We may request that you return the out-of-date item. In this case, we will cheerfully refund your postage costs when we send the correct replacement item to you.
Returning items
If the items ordered have been delivered and are correct to the customers order, we will not accept any items back for crediting unless it falls into the following categories:
Damaged in transit
Incorrectly delivered item
It is past it's use-by date or best-before-date
Before returning any item, please email us on the above email address and include your phone number. We will phone you to understand the problem. If we agree it falls into the above categories and we request that it is returned so that we can return to our supplier or make an insurance claim, we will cheerfully refund your postage costs when we send a replacement item to you.
We will not replace any items that have been ordered in error by the customer or items that are no longer required by the customer. So, please double check your order before submitting it.
We will not refund postage costs where you return the items to us for credit without our agreement. If you return the item to us without our consent and we can show that it was the correct item delivered to you, was undamaged and not out-of-date, we will not refund postage costs or credit you for the item. In this case you will have to pay our postage costs to have the item returned to you or make arrangements to pick up the item at our clinic.
