Shipping

1. Order processing

All orders are processed within three to five business days of receiving your order confirmation, excluding weekends and public holidays. You will receive a shipping confirmation notification once your order has been dispatched.

If a delay occurs due to stock availability or any other reason, we will contact you promptly.

You may substitute products or cancel your order at any time prior to dispatch.
Orders cannot be cancelled once dispatched from our facility.

2. Shipping options and delivery estimates

The following shipping options are available at checkout. Delivery timeframes are estimates
only and are subject to carrier operations and transit schedules.

Standard shipping: 7-10 business days (Within Australia)
Express shipping: 1-4 business days (Within Australia)
Sydney Metro: 1-2 Business days

Shipping rates are calculated at checkout based on your selected option and delivery location.

3. Tracking your order

Once your order has been dispatched, you will receive a shipping confirmation with a tracking number. Please allow up to 48 hours for tracking information to become available after dispatch.

To check the status of your order, use the tracking number provided in your shipping confirmation via the relevant carrier’s tracking portal.

If you have not received your order within 10 business days of your shipping confirmation (for domestic orders), please contact us via the twoxtwo® website with your name and order number and we will investigate on your behalf.

4. Courier delays and delivery timeframes

While we aim to dispatch all orders within the stated processing timeframes, delivery timelines are outside our control once an order has been handed to the carrier. Delivery timeframes provided at checkout are estimates only and are subject to the carrier’s operations, transit schedules and unforeseen delays.

twoxtwo® is not responsible for delays caused by the courier once a parcel is in transit. If your parcel is significantly delayed, please contact us and we will assist where we are able.

twoxtwo® is not liable for goods lost or damaged by Australia Post or any other third-party carrier once the order has left our facility. Please refer to our Returns and Refunds Policy for the process to follow if your order arrives damaged.

5. PO box delivery

Some carriers are unable to deliver to PO boxes. If you intend to use a PO box as your delivery address, please ensure your selected shipping option supports PO box delivery. Same-day Sydney Metro delivery is not available to PO boxes. We recommend using a street address wherever possible to avoid delays.

6. Signature on delivery

All twoxtwo® orders require a signature on delivery. If you are unavailable at the time of delivery, the parcel will be held at your nearest collection point for pickup. You will be notified of the collection location by the carrier.

7. Returns and refunds

For information about returns, refunds and your rights under the Australian Consumer Law, please refer to our Returns and Refunds Policy, which forms part of our Terms of Service.

8. Contact

For all shipping enquiries, please contact us via the twoxtwo® website. Include your name and order number for the fastest response. Our team responds during Australian business hours, Monday to Friday.

Sydney Metabolic Institute - ABN 49 630 270 263