Shipping & Returns

Shipping Policy

STANDARD DELIVERY COSTS (Australia)

SHIPPING METHOD DETAILS (Australia)

BASIC TERMS & CONDITIONS OF SHIPPING (Australia)

• Orders placed before 12:00 PM AEST Monday through Friday (excluding Australian public holidays) usually ship within 2-3 business days during non-sale periods. During major sale events (e.g., Black Friday, Boxing Day), shipping times may be extended by 3-5 business days—we’ll prioritize getting your order to you as quickly as possible.
• Order cancellation is only available if the order is unfulfilled (i.e., not yet packed or shipped). Once an order has been dispatched, cancellation requests cannot be processed.

INTERNATIONAL SHIPPING (From Australia to Other Regions)

1. WHERE DOES MEDICUBE SHIP TO INTERNATIONALLY?Medicube offers international shipping from Australia to the following countries/regions: New Zealand, United Arab Emirates, Canada, Brazil, Mexico, and the United States.
2. WHAT SHIPPING METHODS ARE AVAILABLE FOR INTERNATIONAL ORDERS?Our standard international shipping method is DHL Express, and all shipments include a tracking number. You’ll receive an automated email with your tracking details once your order is dispatched.
3. HOW MUCH IS INTERNATIONAL SHIPPING?Shipping fees vary by destination country and order weight. The exact shipping cost will be calculated and displayed at checkout, based on your delivery address and the dimensions/weight of your order.
4. WILL MY INTERNATIONAL ORDER BE SUBJECT TO CUSTOMS FEES OR DUTY TAX?Yes—once your order arrives at the destination country, customs duties, import taxes, and handling fees may be applied by the local customs office. These charges are the responsibility of the recipient, not Medicube. Our logistics partner (DHL) will invoice you directly for these fees.Please note: Medicube cannot refund customs duties, import taxes, or handling fees, even if you return the order. Import regulations vary by country—we recommend checking your local customs guidelines before placing an international order.
5. CAN I CHANGE MY SHIPPING ADDRESS AFTER ORDERING?If your order is paid but not yet packed/shipped, contact us immediately with your order number and updated address to request a change. Once an order has been packed or dispatched, address modifications cannot be made.A address change is only confirmed once you receive an email response from our customer service team. We are not liable for failed deliveries due to incorrect address information provided at checkout.
6. WHEN WILL MY INTERNATIONAL ORDER SHIP?International orders are processed on Australian business days (Monday-Friday, AEST) and shipped excluding Australian public holidays. Standard international delivery (DHL) takes 5-12 business days, depending on the destination. If you haven’t received tracking updates within 7 business days of order confirmation, email us for assistance.
7. MY TRACKING NUMBER HAS NO UPDATES—WHERE IS MY PACKAGE?Short gaps in tracking updates (1-3 days) are normal, especially when packages clear customs or transition between shipping carriers. If your package is in Australia, tracking may not update until it’s handed to Australia Post for final delivery. For international orders, delays may occur during customs clearance.If no updates are available for more than 10 business days after dispatch, contact us with your order number for further assistance.
8. I DID NOT RECEIVE A TRACKING NUMBER—HOW CAN I TRACK MY ORDER?A tracking number is sent to your registered email address once your order is dispatched. If you haven’t received it, check your spam/junk folder first. If it’s still missing, email us with your order number, and we’ll resend the tracking details or confirm your order status.

REFUNDS & REPLACEMENTS (Australia)

Eligibility for Refunds/Replacements

• Your order arrives damaged, defective, or not as described (e.g., wrong product sent) within 30 days of delivery.
• The product fails to meet consumer guarantees under the ACL (e.g., unsafe, unfit for purpose, or doesn’t match advertising).

Ineligible for Refunds/Replacements

• Products purchased from third-party retailers (only orders made directly on the Medicube Australia website are eligible).
• Partially used products, or products with broken/removed seals (unless the seal was broken to inspect a defect).
• Products damaged due to misuse, neglect, or accidental damage (e.g., dropped, spilled on).
• Orders confirmed as “delivered” by our shipping partner (Australia Post/DHL) that are reported as lost or stolen (we recommend choosing a secure delivery address to avoid this).

How to Request a Refund/Replacement

1. Contact our customer service team via email within 30 days of delivery, including:
   • Your order number
   • Photos/videos of the damaged/defective product (and packaging, if applicable)
   • A brief description of the issue
2. Our team will review your request within 2-3 business days and guide you through next steps (e.g., returning the product, arranging a replacement, or processing a refund).
3. Refunds are processed to your original payment method within 5-7 business days of approving your request.