Shipping policy

Shipping Policy

Last updated: 4 September 2026

This Shipping Policy applies to orders placed through rawbalance.com.au.

RAWBALANCE currently delivers only to addresses within Australia. Orders are dispatched from Sydney unless otherwise stated at the time of purchase.

Order Processing

Orders are typically processed and dispatched within 1–2 business days.

Business days are Monday to Friday, excluding public holidays that affect our warehouse or delivery partners.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing may take longer during:

Major sales or promotional periods
Product launches
Public holidays
Periods of unusually high order volume
Stocktakes
Circumstances outside our reasonable control

Processing time is the period required to prepare an order for dispatch. It does not include the delivery time after the order has been dispatched.

Estimated Delivery Times

Estimated delivery times after dispatch are:

Metro areas: 2–5 business days
Regional areas: 3–8 business days

These timeframes are estimates and not guaranteed delivery dates.

Delivery may take longer because of carrier disruption, severe weather, peak periods, public holidays, remote delivery conditions, incorrect address information or other circumstances outside our reasonable control.

Any delivery estimate displayed on our website, at checkout or in an order confirmation should be read together with this Shipping Policy.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

Shipping Charges

Any applicable shipping charge will be displayed at checkout before you complete your purchase.

Shipping prices and available services may depend on the delivery address, postcode, product, order size and delivery service available.

If an order qualifies for free shipping, this will be shown at checkout or clearly stated as part of the applicable promotion.

Free or discounted shipping promotions may be subject to additional conditions, including eligible products, delivery areas, promotional periods or minimum order values.

Delivery Areas

We currently ship only within Australia.

Delivery availability depends on the postcode and the services offered by our delivery partners. Some remote locations, islands or restricted delivery areas may not be eligible for standard delivery or may require additional time or cost.

If we cannot deliver to the address supplied, we will contact you to arrange an alternative where possible. If no reasonable alternative is available, we may cancel the affected order and refund the amount paid.

PO Boxes and Parcel Lockers are accepted only where the delivery service offered at checkout supports them. Some products or carriers may require a residential or business street address.

We do not currently offer international shipping through rawbalance.com.au.

Delivery Partners

Orders may be shipped using Australia Post or another suitable courier or delivery provider selected by RAWBALANCE or our fulfilment partner.

The delivery provider may vary depending on:

The destination
Parcel size and weight
Delivery speed
Carrier availability
Service reliability

Selecting the most appropriate carrier does not guarantee a particular delivery date unless RAWBALANCE expressly confirms a guaranteed service in writing.

Tracking

You will normally receive a tracking link by email after your order has been dispatched.

Tracking information may take up to 24 hours to appear or update after dispatch.

The tracking information is supplied by the delivery provider and may occasionally be delayed or incomplete.

If tracking has not updated for several business days or the estimated delivery timeframe has passed, contact us at info@rawbalance.com.au with your order number.

Delivery Address

You are responsible for providing a complete and accurate delivery address, email address and contact number when placing an order.

We will make reasonable efforts to update the address before dispatch, but we cannot guarantee that changes can be made after an order has entered fulfilment or been handed to the delivery provider.

If RAWBALANCE, our warehouse or delivery provider made the addressing error, we will arrange an appropriate solution at no additional cost to you.

If an order cannot be delivered because the customer supplied an incomplete or incorrect address, the customer may be responsible for reasonable additional costs actually incurred for redirection, return-to-sender handling or reshipping.

We will explain any additional charge before arranging reshipment.

Authority to Leave

Some delivery services may offer Authority to Leave or another unattended-delivery option.

If you or the delivery provider authorises a parcel to be left without a signature, it may be left at the nominated or reasonably suitable location in accordance with the carrier’s procedures.

You are responsible for selecting a delivery location that is reasonably safe and accessible.

Risk of loss or damage remains with RAWBALANCE until the parcel has been delivered to:

The delivery address supplied with the order
A location authorised by you
A collection point selected or authorised by you

This does not exclude responsibility that RAWBALANCE has under the Australian Consumer Law or other applicable law.

Missed, Refused or Uncollected Deliveries

If no one is available to receive the order, the carrier may:

Leave the parcel where authorised
Attempt delivery again
Take the parcel to a collection point
Return the parcel to the sender

It is your responsibility to follow the carrier’s tracking information and collect the parcel within the period specified by the carrier.

If an order is returned because it was refused, not collected or could not be delivered due to information supplied by the customer, we will contact you.

You may be responsible for the reasonable costs actually incurred for return handling or reshipping. These costs will be explained before we resend the order.

If the delivery failure was caused by RAWBALANCE, our warehouse or the carrier, you will not be charged for correcting it.

Delayed Orders

If an order has not arrived within the estimated timeframe, check the tracking link and then contact us at info@rawbalance.com.au.

We will investigate the shipment with the delivery provider where reasonably necessary.

A delay does not automatically mean that the parcel is lost. However, if the parcel is confirmed lost or cannot be located within a reasonable period, we will provide an appropriate remedy, which may include replacement or refund.

We will not require you to resolve a confirmed loss directly with the delivery provider where RAWBALANCE remains responsible for the order.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it:

Check the delivery location and surrounding safe areas.
Ask other members of the household, reception staff or neighbours where appropriate.
Check for a collection notice or carrier message.
Contact us at info@rawbalance.com.au with your order number.

We will review the tracking information and assist with a reasonable investigation.

The outcome will depend on the delivery evidence, the address supplied, any Authority to Leave instruction and the circumstances of the delivery. This does not limit any rights you have under applicable law.

Damaged Parcels or Incorrect Products

Inspect your order after delivery.

If the parcel or product arrives damaged, or if you receive an incorrect product, contact us as soon as reasonably possible at info@rawbalance.com.au.

Please include:

Your name
Order number
A description of the issue
Clear photos of the parcel, shipping label and product where reasonably possible

Keep the packaging until we have reviewed the issue, where practical. Not having the original packaging does not remove any rights you may have under the Australian Consumer Law.

Confirmed damaged, faulty or incorrectly supplied products will be handled in accordance with our Returns & 100-Day Money-Back Guarantee and the Australian Consumer Law.

Split Shipments

Where an order contains multiple products, we may dispatch the products separately.

If this occurs, you may receive more than one tracking link and the parcels may arrive at different times.

You will not be charged additional shipping fees solely because RAWBALANCE chooses to split an order after purchase.

Pre-Orders and Backorders

Products offered as pre-orders or backorders may have different estimated dispatch dates.

The expected dispatch period will be displayed on the relevant product page or communicated before purchase where reasonably possible.

Pre-order and backorder dates are estimates unless expressly stated otherwise. If a material delay occurs, we will provide an update and any options required by applicable law.

Order Changes and Cancellations

If you need to change or cancel an order, contact us as soon as possible at info@rawbalance.com.au.

We cannot guarantee that an order can be changed or cancelled after it has entered fulfilment or been dispatched.

If the order has already been dispatched, you may request a return after delivery under our Returns & 100-Day Money-Back Guarantee, subject to its conditions.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

If RAWBALANCE fails to supply an order within an agreed or reasonable period, you may have rights under applicable consumer law.

Contact

For shipping or delivery questions, contact:

RAWBALANCE
Operated by Matias Wisteihn Kure
ABN: 98 651 243 322
Email: info@rawbalance.com.au
Address: Seabeach Avenue, Mona Vale NSW 2103, Australia