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Shipping Policy

DR PEN AUSTRALIA SHIPPING AND RETURN POLICY

Dr. Pen New Zealand offers many ways to take delivery of your purchase including:

Local store pick up from our warehouse during our regular business hours:

Perth Warehouse
  • Monday to Friday: 9am – 5pm
  • Saturday (Collection Only): 9am – 1pm
Sydney Warehouse
  • Monday – Friday: 9am – 4pm

Delivery within New Zealand:

  • We offer FREE Standard Shipping (3-5 Business Days) with New Zealand Post on all orders over $99
  • For orders under $99, Standard Shipping will cost $5.99. Upgrade to Express shipping for $12.99
  • We offer FREE Express Shipping (2-3 Business Days) with New Zealand Post on all orders over $149
  • Dr. Pen New Zealand dispatches orders daily and we use Express, Toll Express or New Zealand Post Express as our shipping vendors.
  • All orders placed before 12:00 PM AWST / Perth time, are sent out the same day.
  • Although shipping times vary, most orders are delivered within 1-3 business days.
  • Once the item is posted, the transaction will be marked “Shipped” and you will receive an email notification. Contact Dr. Pen New Zealand if you do not receive your purchase within 7 business days upon order placement.

Delivery Within NZ

  • FREE express shipping to New Zealand for orders over AUD $99.
  • For orders $98.99 or under, get express shipping to New Zealand for $14.99.
  • Dr. Pen New Zealand dispatches orders within New Zealand daily and we use New Zealand Post express as our shipping vendor.
  • All orders placed before 1:00 PM Perth time, are sent out the same day.
  • Once the item is posted, the transaction will be marked “Shipped” and you will receive an email notification. Contact Dr. Pen New Zealand if you do not receive your purchase within 7 business days upon order placement.
  • Any additional import or customs fees are the responsibility of the recipient.

Delivery Within the United States:

  • FREE shipping to the United States for orders over AUD $199
  • Standard Shipping AUD $29 and Express AUD $49 applies for orders below AUD $199
  • Dr. Pen New Zealand dispatches orders daily using DHL as the shipping vendor.
  • All orders placed before 1:00 PM AWST time are dispatched on the same day.
  • Shipping times may vary, most orders are delivered within 7-10 business days.
  • Once the item is posted, the transaction will be marked “Shipped” and you will receive an email notification. If you have any questions about your order, please contact Dr. Pen New Zealand. 
  • The above timeframes are to be used as a guide only. Shipping times are subject to stock availability and exclude clearance/customs delays.

International Shipping

  • Dr. Pen New Zealand ships our products internationally using a wide range of international shipping vendors.
  • All orders placed before 1:00 PM Perth, Western New Zealand time, are sent out the same day.
  • Although shipping times vary (may take between 2-6 weeks), most orders are delivered within 2 weeks.
  • Once the item is posted, the transaction will be marked “Shipped” and you will receive an email notification. Contact Dr. Pen New Zealand if you do not receive your purchase within 3 weeks upon order placement.
  • Any additional import or customs fees are the responsibility of the recipient.
  • International shipping is currently unavailable for the following countries: Germany and Spain.

Important Note: Free shipping for orders over AUD $99 is available within New Zealand and New Zealand only. For US customers, free shipping is available with orders over AUD $199.

Payment Method:

  • Dr. Pen New Zealand accepts all major credit cards, as well as and PayPal, bank deposit, Klarna, Zip.
  • For fastest, most secure payment processing, Dr. Pen New Zealand recommends our customers pay with PayPal. PayPal payments are processed instantly ensuring faster shipping times. Customers do not need a PayPal account to pay with a credit/Debit Card via PayPal.
  • For purchases paid via PayPal eCheque, Bank Deposit or other payment methods, your order will not be shipped until payment is received.

Terms of Sale:

Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a shipping confirmation number.

Dr. Pen New Zealand does not accept responsibility for delays in delivery due to unforeseen circumstances.

Dr. Pen New Zealand reserves the right to cancel any order. We will notify you by e-mail or phone, using the e-mail address or number/s provided and refund the purchase amount using the original method received.

All orders are subject to availability of stock.

The products listed on https://drpen.com.au/ are provided "as shown". Dr. Pen New Zealand makes no claims or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, Dr. Pen New Zealand does not make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its internet website or otherwise relating to such materials or on any sites linked to this site.

Returns

Dr. Pen New Zealand strives for a quick, easy, and positive return experience and has established the following guidelines in the event a purchase must be returned or exchanged:

Occasionally, a mistake in shipment could occur. If this does happen, and you receive the incorrect goods, Dr. Pen New Zealand will provide a refund or resend the correct goods.

We do accept returns of erroneous goods provided they are:

  • In good, saleable condition.
  • In original packaging with seals intact.

Dr. Pen New Zealand customers are responsible for return shipping costs.

If we receive your order returned undeliverable due to incorrect address or the shipping carrier was unable to deliver your package, Dr. Pen New Zealand will gladly re-ship or refund your order. If your order is re-shipped, additional shipping charges will be required.

Refunds

All refunds are provided through the payment provider you chose at checkout.

Damaged Items

If you receive your order damaged, contact Dr. Pen New Zealand within 24 hours. We will require photographic evidence of the damage so that we may make a claim with the shipping courier. Please keep all packaging in the event the courier requires this for the damage claim. These steps must be followed to ensure the courier accepts liability and to avoid any disputes.

 

Supported by real people

From our in-house Beauty Advisor to the warehouse staff that package your order with love and care, we are invested in your results. We are here to help you and be a part of your skin journey. 

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