All compounded products are produced in our laboratory once your order has been placed as they are made specifically for each individual and not kept on the shelf. Once your order is placed it usually takes us 24 to 48 hours to make it up for you depending on how busy we are. Once your order has been made it will be shipped according to your chosen shipping method. The courier option is usually an overnight service however can take 2-3 days in remote areas of Australia. Australia Post is cheaper but can take anywhere from a couple of days to well over a week to reach you depending on where you live. Delivery times are outside our control. Delivery times for each method need to be added to the preparation time of your products.
With the continuing increases in delivery costs we offer a choice of delivery methods:
(1) Insured Post up to 500g – this is the most secure option we offer and the one we recommend if your not in a hurry. A signature is required upon delivery. If your not home to receive the order a card will be left indicating the nearest post office to collect your order from. You have 10 days to collect your order after which Australia Post will return it to us according to their policy. The post fee includes insurance up to $100 value. If your order exceeds $100 in value we will automatically charge an additional $2 insurance fee for every extra $100 value so you are completely covered if your order is lost or damaged during transit. This post fee applies to orders up to 500g weight in total. If your order exceeds this weight you will automatically be charged the extra according to Australia Post’s fees. Being Australia Post delivery times are longer and can take over a week in some areas.
(2) Courier – this method has the fastest delivery time being overnight (once your products have been produced which can take 1-2 days) except remote areas which can take 2 – 3 days delivery. As this method is not insured we accept no responsibility if it is lost or damaged in transit as we have no control on its handling once it leaves us. If your not prepared to take responsibility and the risk then chose the insured option above. If you chose this method of delivery please provide an address either at work or home where someone will be available to sign for your order upon delivery. If no one is there to sign for your order it will be left either in your mail box, garage, car port or at the door without a signature by the courier driver. This is to avoid a $20 re-delivery fee if you’re not there to accept the order. We also accept no responsibility if there is a delay with the delivery of your order due to the courier as we are not responsible for their actions or bad weather which can delay delivery times.
TOLL couriers do not deliver to PO BOXES so if you chose this option and provide us with a PO BOX address we will automatically send it by express post with no insurance to the PO BOX address provided. We will also automatically send by express post if you chose this option and live in the NT as our courier (TOLL Couriers) charges an extra $20 surcharge for NT deliveries.
(2) Regular Australia Post Under 500g– This is the most economical option but is the slowest and offers no insurance if lost or damaged. We accept no responsibility if it is lost or damaged in transit as we have no control on its handling once it leaves us. If your not prepared to take responsibility and the risk then chose the insured option above. We bubble wrap and pack everything appropriately but they will not withstand the abuse Australia post can at times inflict on parcels. If your order weight exceeds 500g we will automatically courier it out at the courier rate. Being Australia Post this method can take over a week to get to some areas.
NOTE: We only supply within Australia!
Complementary Compounding Services will gladly exchange any product we supply free of charge if it is found to be faulty, does not stand up to our quality guarantee, or for any other mistake made by any of our staff members. Click here to see our quality control procedures. We must be notified within 7 days of receiving any faulty goods for this guarantee to be valid.
We will not however be held responsible for any product that is ordered in error by you or your doctor, if you change your mind, or for any other mistake you may make when ordering if it has already been made up for you. Notify us as soon as possible if this is the case so we can cancel or change your order before it is made up.
You must inform us of any allergies (eg. lactose, flavors, etc) when you order. List them all in the instructions box at the online checkout. We accept no responsibility if you fail to do so. In addition, if you are unknowingly allergic or intollerant to any product we supply we cannot be held responsible as this type of reaction is not due to any fault of our products but rather your bodies response to it. We do our best to avoid ingredients that may cause any reactions and generally we use hypoallergenic ingredients were ever available however on rare occasions some highly sensitive patients may still react to some products. This is unavoidable. All our products are lactose and gluten free.