Shipping policy

Last updated: 26 September 2026

At PureTi, we aim to deliver your order safely and efficiently, with clear information about processing, shipping charges and delivery times.

Orders are dispatched from Australia. This policy explains our delivery arrangements and what to do if there is a problem with your shipment.

Nothing in this policy limits your rights under the Australian Consumer Law or other mandatory consumer protections that apply to your purchase.

 

1. Order Processing

We normally process and dispatch orders within 1–2 business days after payment confirmation, unless a different timeframe is stated before purchase.

Orders are processed Monday to Friday, excluding public holidays.

Processing may include order verification, quality checks, packaging and preparation for dispatch. If we need additional information to process your order, we will contact you.

If a significant processing delay arises, we will notify you and explain the available options.

Processing time is additional to the delivery estimates below. Express shipping applies to the delivery service and does not shorten our normal processing time unless expressly stated.

 

2. Tracking Your Order

Once your order is dispatched, we will email your shipping confirmation and tracking details.

Tracking updates may take 24–72 hours to appear in the carrier’s system. If tracking remains unavailable after this period, please contact hello@pureti.com.au.

If your order is sent in separate parcels, we will provide tracking information for each shipment.

 

3. Shipping Destinations and Restrictions

Orders to Australia and New Zealand can be placed directly through our website.

Orders to other countries are arranged individually, subject to product availability, carrier coverage and destination restrictions.

We currently require a valid residential or business delivery address. We do not deliver to PO Boxes or parcel lockers.

If we discover that we cannot deliver to your address, we will contact you to discuss an alternative. If we cannot fulfil the order, we will cancel it and refund the amounts paid for the unfulfilled order, including its shipping charge.

 

4. Australian Shipping

Available shipping options and charges are displayed at checkout before payment.

Express shipping: Estimated delivery within 1–3 business days after dispatch for most metropolitan areas.

Standard shipping: Estimated delivery within 3–6 business days after dispatch for most metropolitan areas.

Rural, regional and remote destinations may take longer. Available services depend on your delivery address.

These timeframes are estimates unless we expressly offer a guaranteed delivery service. If an order is delayed, please contact us so we can assist.

 

5. New Zealand Shipping

New Zealand orders can be placed directly through our website.

  • Standard Shipping charge: AUD $24.95

  • Free shipping: Available on orders over AUD $350.00

  • Estimated delivery: 6–15 business days after dispatch.

Any applicable customs duties, taxes or import charges are addressed in the Customs and Import Charges section below.

 

6. Other International Orders

For delivery outside Australia and New Zealand, please complete our international order form or email hello@pureti.com.au.

Before you pay, we will confirm:

  • Whether we can supply and deliver the requested products.

  • Available shipping services and costs.

  • Estimated processing and delivery times.

  • Any relevant delivery restrictions or special arrangements.

International delivery typically takes 6–15 business days after dispatch, depending on the destination and service. Your individual quotation will specify the applicable estimate.

 

7. Customs and Import Charges

International orders may attract destination-country taxes, customs duties, clearance charges or other import fees.

Any taxes or duties collected by PureTi will be identified at checkout or in your individual quotation. Unless expressly included in the amount paid to PureTi, additional charges lawfully payable by the recipient are the recipient’s responsibility.

This does not transfer to customers any tax collection or payment obligation that the law places on PureTi.

Customs authorities may require information from the recipient before releasing a shipment. Please respond promptly to legitimate requests from the carrier or customs authority.

Customs clearance can affect delivery times. We will assist with shipment documentation where reasonably required.

 

8. Multiple Shipments

We may dispatch items from an order separately.

If we choose to split an order, you will not be charged additional shipping beyond the amount agreed when you placed the order.

Each parcel will have its own tracking information. Different parcels may arrive on different days.

 

9. Delivery Instructions and Safe Placement

Depending on the delivery service and any authority to leave, a carrier may deliver to an appropriate safe location, request a signature or redirect the parcel to a collection point.

Please provide accurate delivery instructions and ensure the delivery location is suitable. Special instructions remain subject to the carrier’s available services and safety requirements.

If a delivery issue occurs, we will consider the delivery instructions, any authority to leave and available evidence when investigating. A carrier’s delivery scan alone does not automatically determine the outcome of a claim.

 

10. Incorrect or Incomplete Addresses

Please check your delivery address carefully before completing your purchase.

If you notice an error, contact hello@pureti.com.au immediately with your order number and the correct address.

We will try to update the details, but changes may not be possible once fulfilment has started or the parcel has been dispatched.

Where an address error supplied by the customer causes additional redirection, return or redelivery costs, we may ask the customer to pay reasonable costs actually incurred. We will explain any proposed charges.

If PureTi makes the addressing error, we will arrange an appropriate correction at our expense.

 

11. Failed Deliveries and Uncollected Parcels

If delivery cannot be completed, the carrier may attempt redelivery or leave instructions for collection.

Please collect parcels within the carrier’s stated holding period. If you cannot do so, contact the carrier or PureTi promptly.

If a parcel is returned to us, we will contact you about redelivery or another appropriate resolution.

Where a parcel is returned because of an incorrect address supplied by the customer or a failure to collect after reasonable notification, reasonable additional delivery or return costs may apply. Any proposed charge or deduction will be explained and applied only where permitted by law.

A failed delivery or uncollected parcel does not automatically result in the loss of all refund or consumer rights.

 

12. Missing, Lost or Damaged Parcels

If your order has not arrived, tracking has stopped updating or tracking shows “delivered” but you cannot locate the parcel, please contact hello@pureti.com.au.

You may also check:

  • Your letterbox and any safe delivery locations.

  • Whether someone at your address accepted the parcel.

  • With neighbours, reception or building management.

You do not need to wait four weeks before reporting a concern.

We will investigate with the carrier and review the available delivery evidence. We may request reasonable information to assist, but you are not required to resolve the matter with the carrier alone.

Where an order has not been supplied, we will provide an appropriate resolution in accordance with applicable law.

If an item arrives damaged, please contact us promptly and provide photographs of the item and packaging where available. Keep the packaging if reasonably possible while we investigate. A lack of photographs or original packaging does not, by itself, remove your consumer rights.

Please see our Returns & Refund Policy for further details.

 

13. Shipping Delays

Delivery may be affected by weather, customs processing, carrier disruptions, public holidays, peak periods or other events.

If we become aware of a significant delay affecting your order, we will provide available updates and work towards a resolution.

If we cannot supply your order within an agreed or reasonable time, we will discuss the available options, including a refund where required by law.

The involvement of a third-party carrier does not remove PureTi’s obligations to you.

 

14. Order Changes and Cancellations

If you wish to change or cancel an order, please contact hello@pureti.com.au immediately, preferably within one hour of placing it.

We will try to accommodate your request, but changes or cancellation may not be possible once warehouse fulfilment has started.

If cancellation is confirmed before dispatch, we will refund the amount paid for the cancelled items and any shipping charge that no longer applies.

If we cannot stop dispatch, an eligible change-of-mind return may be requested under our Returns & Refund Policy.

These operational limits do not restrict a cancellation or refund right available under applicable law.

 

15. Contact Us

PureTi
Email: hello@pureti.com.au
Phone: 1800 787 384
Postal address: PO Box 1012, Bondi Junction NSW 1355, Australia

Customer service hours: Monday to Friday, 9 am–5 pm Sydney time, excluding NSW public holidays.

Our postal address is for correspondence only. Please contact us for the designated product return address.