Thank you for shopping with Hepahome. This policy explains how we process, ship, and deliver orders placed through hepahome.com.
Processing Time
Orders are usually processed within {{processing_days}} business days after payment has been confirmed.
Processing includes order verification, quality checks, packing, and handover to our warehouse or fulfillment partner.
Orders placed on weekends or public holidays are processed on the next business day.
Once your order has been shipped, you will receive a shipping confirmation email with tracking details.
Delivery Time
Estimated delivery time is {{delivery_days}} business days from dispatch.
Please note that delivery times are estimates only. Shipping may take longer during peak periods, public holidays, customs checks, carrier delays, severe weather, or other circumstances outside our control.
Some items may ship separately and arrive at different times if they are dispatched from different warehouse locations.
Shipping Area
We currently ship within Australia.
Shipping Cost
Shipping costs are shown at checkout.
If free shipping is offered, this will be clearly displayed before you complete your order.
Tracking
Once your order has shipped, tracking details will be sent by email.
Please allow {{tracking_update_time}} for tracking updates to appear in the carrier’s system.
If your tracking has not updated for {{tracking_no_update_days}} business days, please contact us at {{email}} with your order number and we will follow up with the carrier.
Order Changes
If you need to make changes to your order, please contact us at {{email}} as soon as possible after placing your order.
We may be able to update your order before it has been processed or shipped. Once an order has shipped, we cannot change the shipping address, size, color, product, or delivery details.
Please make sure all information is correct before completing your purchase.
Incorrect or Incomplete Address
Customers are responsible for providing complete and accurate shipping information at checkout.
Hepahome is not responsible for delivery issues caused by incorrect, incomplete, or missing address details provided by the customer.
If a parcel cannot be delivered due to incorrect or incomplete address information, the customer may be responsible for any re-shipping costs, return fees, or replacement shipping fees.
Delivery Refusal or Failure to Collect
If a customer refuses delivery or does not collect a parcel from the carrier within the required holding period, this is considered the customer’s voluntary decision not to accept the shipment.
Hepahome is not responsible for orders refused at delivery or parcels that are abandoned, disposed of, returned, or destroyed by the carrier due to non-collection.
Refunds will not be issued for refused or uncollected shipments, except where required by applicable law.
Shipping Delays
While we do our best to meet the estimated delivery windows, delays may occur due to circumstances outside our control, including:
- Customs clearance procedures
- Peak seasonal shipping volumes
- Carrier delays
- Severe weather conditions
- Public holidays
- Incorrect or incomplete shipping information
- Local delivery disruptions
We understand delays can be frustrating, and we will always do our best to help where possible.
Lost or Damaged Parcels
If your parcel appears to be lost in transit or arrives damaged, please contact us at {{email}} within {{claim_days}} days of the expected delivery date or delivery date.
Please include your order number and, if applicable, photos of any damage.
We will review the issue and may offer a replacement, refund, or other resolution depending on the situation.
Contact
If you have any questions about your shipment, please contact our support team and include your order number.
Hepahome
hepahome.com
{{email}}