Shipping + Returns
Active Collagen Pty Ltd ("we" and "us") is the operator of
(https://www.activecollagen.com.au) ("Website"). By placing an order through
this Website you will be agreeing to the terms below. These are provided to
ensure both parties are aware of and agree upon this arrangement to mutually
protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our
website but from time-to-time there may be a stock discrepancy and we will not
be able to fulfill all your items at time of purchase. In this instance, we will
fulfill the available products to you, and contact you about whether you would
prefer to await restocking of the backordered item or if you would prefer for us
to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. Payment for shipping will be collected
with the purchase.
This price will be the final price for shipping cost to the customer.
3.1 Return Due To Change Of Mind
Active Collagen Pty Ltd does NOT accept change of mind returns.
3.2 Product Returns
Active Collagen Pty Ltd will happily honor any valid warranty claims, provided a
claim is submitted within 7 days of receipt of items. As long as a request to return is received by us within 7 days of receipt of item and are returned to us unopened (sealed) in the original packaging, unused and in resellable condition.
Customers will be required to pre-pay the return shipping, however we will
reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Active Collagen
Pty Ltd to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 5 days
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 9 days. This
varies greatly depending on the courier you have selected. We are able to offer
a more specific estimate when you are choosing your courier at checkout.
4.4 Change Of Delivery Address
Orders placed before 4 PM AEST will be dispatched the same day,
otherwise, within the next business day.
Our warehouse operates on Monday - Friday during standard business hours, except
on public holidays at which time the warehouse will be closed. In these
instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at
any time before the order has been dispatched.
4.5 P.O. Box Shipping
Active Collagen Pty Ltd will ship to P.O. box addresses using postal services
only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before
dispatching your order. Existing items in the order will be reserved while we
await this item.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.
7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
7.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without
any additional fees to be paid by customer upon arrival in destination country
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an
order has already been dispatched, please refer to our refund policy.
Parcels are insured for loss and damage up to the value as stated by the
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an
investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at