Shipping & payment info

How we handle shipping and payment for orders made in our online store.

All GcMAFpets products are manufactured in an Australian GMP ISO22716 certified facility using strict quality-control standards.

Shipping rates & delivery times

All online orders are dispatched from Australia using Australia Post or DHL Express. At checkout you can choose from a shipping option listed below. Please note that Australian shipping prices are less expensive and quicker than overseas because they are sent from Australia. All prices displayed on this website are shown in United States Dollars (USD) unless an alternative currency has been selected.

Order Processing

Orders are generally processed and dispatched within 24–48 hours (Monday to Friday, excluding public holidays).

Orders received on weekends or public holidays are processed on the next business day.

Once an order has been dispatched, customers will receive an email confirming shipment together with tracking information (where applicable).

Every order is carefully packed prior to dispatch to help ensure products arrive safely and in excellent condition.

Order Confirmation

Once your order has been successfully placed, an order confirmation email will be sent to the email address provided during checkout.

Customers should review their order confirmation and contact us promptly if they believe any information is incorrect.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Customers can use the tracking number provided to monitor the progress of their shipment through the relevant courier’s tracking system.

If you experience any difficulty locating your shipment or require assistance, please contact our customer support team and we will be pleased to assist you.

Signed Delivery

All customer orders are shipped using tracked delivery services that require a signature upon delivery.

Signature confirmation provides verification that an order has been successfully delivered and helps protect both our customers and our business by reducing the risk of lost deliveries and delivery disputes.

If the recipient is unavailable at the time of delivery, the courier will generally leave instructions to arrange redelivery or collection in accordance with the courier’s delivery procedures.

Customs Duties & Import Charges

International orders may be subject to customs inspections, import duties, taxes or other charges imposed by the destination country.

These charges are determined by the relevant customs authority and are the responsibility of the customer.

ARCHON BIOTECH PTE LTD has no control over these charges and cannot predict their amount.

Customers are encouraged to check their local customs requirements before placing an order.

Incorrect Shipping Information

Customers are responsible for ensuring that the shipping address provided at checkout is complete and accurate.

If an incorrect or incomplete address is supplied, delivery delays or additional shipping charges may occur.

Please contact us as soon as possible if you need to amend your shipping details after placing an order. While we will make every reasonable effort to assist, we cannot guarantee that changes can be made once an order has been processed or dispatched.

Lost or Delayed Shipments

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team as soon as possible.

We will investigate the shipment with the relevant courier and keep you informed throughout the process.

If a shipment is confirmed as lost by the relevant shipping provider, we will work with you to provide an appropriate resolution in accordance with our Shipping, Returns & Refund Policy.

Damaged Items

If your order arrives damaged during transit, please contact our customer support team as soon as possible after receiving your shipment.

To assist with our investigation, please include:

  • Your order number.
  • Photographs of the damaged product.
  • Photographs of the external packaging, where applicable.

We will review the information provided and, where appropriate, arrange a replacement product or another suitable resolution in accordance with our Shipping, Returns & Refund Policy.

Returns & Refunds

Due to the nature of our products, we do not accept returns once an order has been shipped.

Refunds are generally not available once an order has been dispatched, except in the following circumstances:

  • The product is damaged during transit.
  • The order cannot be delivered following investigation with the shipping provider.
  • A refund is required under applicable consumer protection laws.

Where appropriate, we may provide a replacement product or another suitable resolution following our review of the circumstances.

If you believe there is an issue with your order, please contact our customer support team promptly so that we can investigate and assist you.

 

 

Method Region/s Del. Time Cost Free Shipping
AusPost Express Satchel Australia 2-3 days $13 Orders $300+
AusPost Int’l Express International 14-21 days $20 Orders $300+
DHL International Courier International 5-8 days $90 for 1st item
+$10 each other item		 N/A

* Delivery times are estimates and may be subject to longer times due to postal system delays at certain times.

Payment Information

Payments made through this website are processed using secure payment processing services.

We do not store customers’ payment card details on our website.

If a payment cannot be authorised or is declined by the customer’s card issuer or payment provider, the order will not be processed until successful payment has been received.

Customers will receive an order confirmation email once payment has been successfully processed.

If you have any questions regarding shipping, returns or refunds, please contact us using the contact details provided on our website.

ARCHON BIOTECH PTE LTD, 1 RAFFLES PLACE, ONE RAFFLES PLACE SINGAPORE 048616

Frequently asked shipping questions

Yes. We will send tracking details to you via email as soon as your order is dispatched. You can visit the link we provide to monitor the status and location of your order via the AusPost or DHL websites, depending on which shipping option you choose. This is available for both Australian and international orders.

Due to COVID-19 most international deliveries will not require a signature for health & safety reasons until further notice. This is dependent upon on your country’s current postal regulations, however where a signature is not collected a photo is generally taken for proof of delivery instead.

All orders submitted before 10am (Australian Eastern Standard Time – AEST) on a weekday are sent the same day, otherwise they will be sent the following business day. If you are in a rush, please make sure you choose the DHL option for international orders as this is significantly quicker.

No. We fill out all required forms to ensure your order clears customs quickly. Typically, you will not have to pay any fees or taxes due to the nature of the product. However, there are rare cases where certain countries require you to pay an import tax before the goods are released.

Yes. At checkout you can provide separate details for the shipping and billing addresses. Please be sure to enter their name, address and phone number in the ‘delivery address’ to make sure it is sent to them and not you. You can still place the order on their behalf using your email address and billing address.

In the event your order is officially deemed lost by the shipping carrier (not delayed), or it is damaged, we will make arrangements to send a replacement order back to you free of charge. If it is damaged, you will need to provide photographic evidence of this and/or send the damaged goods back to us in the post. If your order is lost, you must first make a claim with the shipping company and they must confirm non-delivery. All damage claims must be made within 24 hours of receiving your delivery.

COVID-19 shipping impacts

Though COVID-19 has had repercussions on the shipping industry across the globe, please know that we are still sending orders to all countries except those listed below. This list is kept up-to-date daily and as soon as any situation changes, we will publish it here.

Country exclusions & limitations

Due to current localized postal & regulatory issues we are not able to send orders to the following countries. As these situations change, we will update this page regularly, so please be sure to check back if this affects you.

Countries we cannot ship to via any method

  • Belarus
  • Brazil
  • India
  • Mexico
  • Russia
  • Spain
  • Thailand
  • Turkey

Countries we can only ship to via DHL (no AusPost)

  • Africa
  • Denmark
  • Estonia
  • France
  • Germany
  • Guam
  • Ireland
  • Israel
  • Italy
  • Kazakhstan
  • Kyrgyzstan
  • Poland
  • Slovenia
  • Sweden
  • Switzerland
  • Tajikistan
  • Turkmenistan
  • Ukraine
  • Uzbekistan

Frequently asked questions regarding payment

Absolutely. Our own website is protected via a SSL security certificate to protect your personal details. All credit card payments are processed via Stripe which is protected by the world’s leading online security system. We DO NOT share your details with any 3rd parties and all information you provide us is 100% confidential and safe.

Because our customers come from all over the world, we use USD as this is the most widely used international currency. When you make payment, your order total will be converted from USD into your local currency with which you choose to pay. There are no additional fees for this process, however the price you pay in your chosen currency will fluctuate according it’s value against the USD at that exact moment in time. For Australian customers you can use the currency converted on the right side of every page to show pricing in AUD.

We do not offer refunds under any circumstance. If you do not receive your order or if it is damaged upon arrival we will reship it to you free of charge.