Customer Service

Ordering

Orders received before 2pm Monday - Friday will usually be dispatched same day, if the item(s) are in stock. Orders placed over the weekend (Saturday or Sunday) will be sent on Monday unless a Public Holiday falls on the Monday.

Payments & Pricing

We require full payment prior to dispatch of order. All prices are quoted in $AUD and exclude GST.

Shipping & Delivery

Most deliveries are sent via the Australia Post (with tracking) network. These are 1kg, 3kg and 5kg Bags from our Gold Coast Warehouse.

Most orders will be sent with an authority to leave safe if nobody is there to sign for them. We do this because if a delivery is attempted and nobody is there to accept the delivery, a fee is charged for re-delivery the next day. It is the customers responsibility to provide a shipping address where the goods are able to be delivered or left somewhere safe in the event that nobody is at the provided address to accept the delivery.

We will advise of tracking details once the order has been sent. To track your parcel please visit the tracking section of the Aust Post website and enter the Consignment of the article (https://auspost.com.au/mypost/track/#/search).

For residential addresses we will normally send with an "Authority to Leave".

DNA Distributors also has the authority to use other courier companies, if they are more efficient for your address.

We generally use Australia Post.

 

Returns / Replacements

Whilst it is rare for customers to request a return or exchange on their orders, we do have offer a flexible refunds & exchange to ensure all of our customer are satisfied. We find it unlikely you would require a return, however, in the circumstance that you do, our returns policy is set out below:

For customer support and returns please email orders@dnadistributors.com.au with your full name, postal address and order number order number that is included on your online receipt.

Also please send a photo of the order and a detailed description of what is the issue with the item you have received.

All returns & exchanges are reviewed case by case based on the information the customer have given us. We will respond within 24 hours. If we feel the request is reasonable and fair we will provide the customer with instructions on how to deliver the products back to us.

Customers have up to 14 days to begin the process of a refund or exchange via email and the return window starts from the moment the package is delivered to you via our delivery partner.

If an exchange has been approved, we will dispatch the replacement product same day. If a refund has been approved then we will process the refund as soon as the stock arrives back to us. A 10% re-stocking fee applies to all returns on the basis of change of mind.