Frequently Asked Questions (FAQ)

1. How long does it take to process my order?
All orders are processed within 1–2 business days (Monday–Friday, excluding public holidays) after your order confirmation email. Orders placed after 2:00 PM AEST may be processed the next business day.

2. What shipping options do you offer?
We offer Standard and Express shipping via Australia Post. Shipping fees are calculated at checkout based on the size, weight, and destination of your order.

Within Australia:

  • Standard: 2–5 business days

  • Express: 1–3 business days

To New Zealand:

  • Standard: 4–10 business days

  • Express: 2–6 business days

3. Do you ship internationally?
Currently, we ship within Australia and to New Zealand.

4. How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email. Please allow up to 48 hours for tracking to become active.
If you haven’t received tracking details within 3 days of your shipping confirmation, email us at help@vitalflush.com.au with your order number.

5. Can I return my order?
We accept returns only for defective items under the following conditions:

  • Item must be new, unused, and in original packaging.

  • Return must be initiated within 14 days of purchase.

6. Do you offer exchanges?
No, we do not offer exchanges. If you need a different item, please return your purchase and place a new order.

7. Who pays for return shipping?
Customers are responsible for return shipping costs. We do not provide pre-paid labels.

8. Is there a restocking fee?
Yes. A AUD $49.99 restocking fee will be deducted from your refund.

9. How long will it take to get my refund?
Once we receive and inspect your return, we will process your refund within 7 business days to your original payment method.