Shipping and Returns

SHIPPING

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Within Australia
We offer free shipping on all orders above $75 and from time to time, on particular products as part of a promotion.
Otherwise, shipping is a flat A$7.50 for anywhere within Australia.

Outside Australia

We currently only ship outside Australia to New Zealand, Hong Kong, United Kingdom. Standard shipping is A$15 and takes between 8 - 28 days. Express shipping is A$35 and takes up 8 days to metro areas. 

Please contact us at hello@thirstyturtl.com if you are interested in purchasing Thirsty Turtl but live outside these destinations.

Estimated delivery time
Generally 3-5 business days. If there are significant delays advised by our carrier we will notify you within 3 days of processing your order.

If you are in Sydney (NSW, Australia) and would prefer to pick-up your order, you can do so by arrangement (hello@thirstyturtl.com and quote your order number). 

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at hello@thirstyturtl.com with your name and order number, and we will look into it for you.

REFUNDS

We love Thirsty Turtl skincare and we hope you do too. But if you have recently tried our products and you don't love them, you can return them, so long as its within 30 days since your purchase. This offer is valid for your first purchase of the product only. 

If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To complete your return, we require a receipt or proof of purchase from our website.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds
If you haven’t received a refund after 10 days since it was processed, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@thirstyturtl.com. We will require proof that your refund has not yet been processed.

Exchanges
We only replace items if they are defective or damaged. In the event that your order arrives damaged in any way or you believe it is defective, please email us as soon as possible at hello@thirstyturtl.com with your order number and a photo of the item’s condition. We will then require your product to be sent back to us for inspection. We address these on a case-by-case basis but will try our best to work towards a happy solution for you!

Returns Shipping
To return your product, you should mail your product to:

Thirsty Turtl
A1 / 35-39 Bourke Rd, Alexandria NSW 2015

You will be responsible for paying for your own shipping costs for returning your item (unless it is deemed defective or damaged). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Additional support

If you have any further questions, please don't hesitate to contact us at hello@thirstyturtl.com