Customer care

Shipping, Returns & Money-Back Guarantee

Everything you need to know about how we ship, what to do if something goes wrong, and how our 30-day Money-Back Guarantee works.

Contact us

If you need help with shipping, a damaged parcel, the wrong item, a refund request, or our Money-Back Guarantee, please contact us:

Email: info@optivance.com.au

To help us resolve your request quickly, please include:

  • Order number
  • Full name used on the order
  • Email address and mobile number
  • Delivery address
  • A short description of the issue (what happened and when)
  • Photos (where relevant): damaged product(s) and outer packaging, incorrect item(s) received, shipping label on the parcel, any visible damage to the box/satchel
  • For shipping enquiries: your tracking number (from your dispatch email), if available

Shipping Policy (Australia)

Shipping fees (Australia-wide)

  • Standard flat rate shipping: $13.95 Australia-wide
  • Free shipping: on all orders over $119

All deliveries are sent via Australia Post. Once your order is dispatched, you'll receive an email with a tracking link so you can follow your parcel.

Delivery address (no PO Boxes)

Unfortunately, we cannot deliver to PO Boxes. Please provide a physical Australian street address at checkout.

Estimated delivery timeframes

Delivery times can vary depending on Australia Post and your location. The timeframes below are a general guide:

  • Up to 3 business days: East Coast capital cities (Sydney, Melbourne, Brisbane), most major towns in regional QLD
  • 3–5 business days: Most major towns in NSW (including Albury/Wodonga) and rural QLD
  • 3–10 business days: NSW regional and rural areas; TAS (metro/most areas)
  • 5–7 business days: SA (Adelaide), WA (Perth)
  • 5–12 business days: Rural areas in NSW, VIC & SA; WA regional and rural areas; TAS rural areas

Note: These timeframes are estimates only. Once your parcel is with Australia Post, delivery timelines are outside our control.

Returns Policy

Because Optivance products are consumable mother and baby nutrition products, we generally cannot accept change-of-mind returns for safety and hygiene reasons.

Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or you received the wrong product, email us at info@optivance.com.au as soon as possible.

Please include:

  • Order number
  • Photos of the issue (product + packaging + shipping label)
  • A brief note explaining whether the item is damaged, faulty, or incorrect

If a product is damaged in transit or arrives faulty/incorrect, we will offer (at our discretion):

  • a replacement, or
  • a refund for the affected item.

Refunds

If approved, refunds are processed back to your original payment method. Please allow time for your bank or credit card provider to finalise and post the refund.

Money-Back Guarantee

We want you to feel confident trying Optivance. That's why we offer a Money-Back Guarantee under the conditions below.

What the guarantee covers

If you're not satisfied with your purchase, you may request a refund within 30 days of delivery on one first-time purchase per customer (or household), subject to the conditions below.

What you need to provide

To request the guarantee, email info@optivance.com.au with:

  • Order number
  • Your full name and email used at checkout
  • The product name you're requesting the guarantee for
  • A brief note on why it didn't suit you (this helps us improve)
  • Photos of the product and remaining contents (we may request this for quality assurance)

Conditions of the guarantee

To be eligible:

  1. You must contact us within 30 days of delivery.
  2. The guarantee applies to your “first-try product” one order only.
  3. This is intended for genuine first-time trials. We may request additional details to confirm purchase/usage.
  4. The guarantee does not cover:
    • change-of-mind returns,
    • multiple products in the same order beyond the one eligible product,
    • issues caused by incorrect storage, misuse, or use contrary to label directions.

How refunds work under the guarantee

If approved:

  • We refund the purchase price of the eligible product.
  • Shipping fees are not refundable, unless required under Australian Consumer Law or the item is faulty/damaged.
  • Refunds are returned to the original payment method.

Australian Consumer Law

This policy is in addition to your rights under the Australian Consumer Law. If a product is faulty, not as described, or fails to meet consumer guarantees, you may be entitled to a remedy.