Shipping & Returns Policy

Wondering when your items will be delivered or looking to return/exchange your items? Here, you'll find all the information you need for the purchasing and return process. If you need more information, please contact us at info@offgridprovisions.com.au 

 How much does shipping cost?

Our shipping costs are calculated based on the weight of the item and the destination postcode using reliable carriers. During the checkout process, you can use our shipping calculator to get an instant shipping quote by providing your delivery details.

Here are a few general guidelines:

Standard Shipping — approximately $10 per order to most addresses in Australia. Examples of products include creams and books.

Bulky Shipping — approximately $30 - $75 depending on your postcode. 

Multiple Items — combined shipping costs can be applied to some items.

How long will delivery take?

The delivery time depends on your location and the shipping method chosen during checkout. Once your order is placed, we will provide you with an estimated delivery time frame. Please note that unforeseen circumstances may cause delays, but we strive to ensure your items reach you as soon as possible.

How long will it take to process my order?

We aim to process and dispatch your order within 3 business days from the date of purchase. During peak periods, processing times may be slightly longer. Once your order is shipped, you will receive a tracking number to monitor the progress of your delivery.

Can I track my items in transit?

Absolutely! Once your items have been shipped, we will provide you with a tracking number. You can use this number to track your package and stay updated on its progress until it reaches your doorstep.

Can you deliver it to my PO box?

We are happy to deliver to PO boxes within Australia. Please ensure you provide the correct PO box address during the checkout process to avoid any delivery issues.

Is there anywhere you don't deliver?

We currently deliver within Australia only. Unfortunately, we do not offer international shipping at this time.

Do I have to sign on delivery, or can the delivery driver leave it in a safe place?

For security reasons, a signature may be required upon delivery. However, if you would like the delivery driver to leave the package in a safe place at your own risk, please leave a note in the "Special Instructions" field during checkout.

What should I do if I provided the wrong address?

If you realize that you have provided an incorrect shipping address, please contact our customer service team as soon as possible. We will do our best to update the address before your order is shipped. However, if the order has already been dispatched, we cannot guarantee that it can be rerouted. In such cases, additional charges may apply for reshipping or redirecting the package.

My item was not delivered/there's an item missing from my order. What should I do?

If your item was not delivered within the estimated timeframe or if there is an item missing from your order, please contact our customer service team immediately. We will investigate the issue and take appropriate action to resolve it as quickly as possible.

My item is taking longer than expected to arrive. Where are my items?

Delivery times can vary due to factors beyond our control, such as carrier delays or unforeseen circumstances. If your item is taking longer than expected to arrive, we recommend tracking your package using the provided tracking number. If there are no updates or if you have further concerns, please reach out to our customer service team for assistance.

My item was delivered, and it's damaged/faulty. What should I do?

We apologize for any inconvenience caused by a damaged or faulty item. If your item arrives in such condition, please contact our customer service team within 5 days of receiving the package. We will guide you through the return or exchange process and ensure that you receive a replacement or refund as per our policies.

I just placed an order, but I would like to cancel. Is that possible?

If you wish to cancel your order, please contact our customer service team as soon as possible. We will check the order status and assist you accordingly. Please note that if the order has already been processed and shipped, cancellation may not be possible. In such cases, you may need to initiate a return or exchange once you receive the items.

Will there be delays over the holiday period?

During holiday periods, there may be potential delays in processing and shipping due to increased order volumes and carrier limitations. We advise placing your order in advance to allow for any possible delays. We appreciate your understanding and patience during these busy times.

What items can/can't be returned?

Offgrid Holdings accepts returns on most items. However, certain products, such as perishable goods or items categorized as non-returnable, may not be eligible for return. Please refer to our return policy or contact our customer service team for specific information regarding the eligibility of your item for return.

Can "final sale" or clearance items be returned?

Items marked as "final sale" or purchased from our clearance section are typically non-returnable. Please review the product description or contact our customer service team for more details on the return eligibility of specific items.

How long do I have to return an item?

You have 10 days from the date of delivery to initiate a return or exchange. Please ensure that the item is unused, in its original packaging, and in the same condition as when you received it. Refer to our return policy or contact our customer service team for more information on the timeframe for returns.

What conditions do my items need to be in to be returned?

To be eligible for a return, the item must be in unused condition, in its original packaging, and free from any damage or signs of wear. Please refer to our return policy or contact our customer service team for specific guidelines on returning your item.

How do I return my items?

To initiate a return, please contact our customer service team with your order details. They will guide you through the return process, provide you with a return authorization if applicable, and assist you with the necessary steps to send the item back to us. Please note that return shipping costs may apply, depending on the reason for the return.

How long will it take for my refund or exchange to be processed?

Once we receive your returned item, our team will inspect it and process your refund or exchange as quickly as possible, typically within 7 business days. Please note that the refund processing time may vary depending on the payment method used. If you have any concerns or questions regarding your refund or exchange, please contact our customer service team.

How long will it take for your customer service team to respond to my inquiry?

We strive to provide timely responses to all customer inquiries. Our customer service team aims to respond to your inquiries within 2 days. However, during busy periods, response times may be slightly longer. Rest assured, we value your questions and concerns and will do our best to assist you promptly.

Are there any shipping fees for returns and exchanges?

Return shipping fees may apply, depending on the reason for the return. Please refer to our return policy or contact our customer service team for more information on the shipping fees associated with returns and exchanges.