Shipping & Returns

During our peak period of July, August & September,  all orders will be cleared by 11am daily and will be dispatched within the next 24hrs (AEST - excluding weekends).

Please check below for estimated delivery times once dispatched from our warehouse i.e. 24hrs after you placed your order.

If you live outside of a Sydney metro & greater Sydney area, the shipping times may be longer.

Please DO NOT enter a PO Box address for delivery, as we often use a courier service and couriers cannot deliver to a Post Box, as they require a signature.

During Oct - June orders will be processed twice weekly so please note slower delivery times.

 For all queries relating to merchandise please email 'merchandise@ruok.org.au'


Returns Policy

R U OK? does not provide refunds or exchanges on any of its products unless they are faulty or unsuitable for use as described.

Shipping Locations

We can only ship to Australian addresses at this time.

Shipping Costs

We have listened to your feedback and are offering free shipping on orders below $100. All other orders will be charged as per a weight-based freight cost. This is calculated in the shopping cart. If you wish to check the cost of shipping before you buy, please click on estimate shipping costs within the cart. All shipping costs are inclusive of GST. 

All orders will attract a one off handling fee of $5.41 which covers the cost of our outsourced warehousing facility

Partial Shipping

If some items in your order are not yet in stock, the whole order will be held back until all items are available, as we cannot manage partial shipments. If the out of stock item will not be replenished then a customer service representative from Markitforce will call you to advise and R U OK? will credit you with this component of your order.

 

Order Delivery Details

Once the order has been dispatched from our warehouse (NOTE: this could take up to 24hrs), please factor in the approximate delivery times for orders placed BEFORE 11am AEDT (business days) during July, August & September: 

  • 1 day to Sydney
  • 2 days to Brisbane, Melbourne
  • 3 days to Adelaide, regional NSW, VIC, QLD
  • 4 days to Hobart, regional SA
  • 5 days to Perth, far north QLD
  • 7 days to Darwin, regional WA and Tasmania
  • 10 days to regional NT


Tracking Your Purchase

If you need to check the status of an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu. The following status option may apply:

  • Awaiting Fulfilment - This is still to be shipped from the warehouse
  • Shipped - This is on it's way to you & should have a tracking ID allocated - confirmation will be emailed to you from our warehouse
  • Cancelled - For some reason this has been cancelled, you need to get in touch with us if this is the case

You can obtain your tracking ID from your confirmation of shipping email or if created an account, simply login to your account, view the order using the "Complete Orders" link under the My Account menu.

IMPORTANT: What to do if no-one is present when delivery is attempted:

Local delivery (Sydney) - If you are not at the delivery address to accept the shipment, a calling card will be left.  You can then either:

  • Call your Star-track courier service as per the calling card (Mon-Fri business hours) to re-arrange re-delivery
    OR
  • Collect your parcel the next business day from your local Post Office. Please ensure you take photo ID. Please collect your parcel or respond within five working days, as the parcel will be returned to the sender if it remains uncollected.


National Delivery (i.e. outside of Sydney) - If no one is present when they attempt delivery, the courier company will either leave your consignment in a safe place (authorised to leave without signature) or the courier will leave a calling card and make the consignment available for collection from a nearby Star-track or Australia Post retail outlet.


Disclaimer

R U OK? Ltd (hereafter ‘R U OK?’) attempts to be accurate in its product descriptions. However, R U OK? does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free.

R U OK? reserves the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same account and also to orders that use the same billing and/or shipping address. We will provide notification to the customer should such limits be applied.

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