Our number one priority is to ensure that you receive your orders as quickly as possible. For all of our Australian customers, we offer both delivery to your nominated address and Click and Collect options. Unfortunately at this stage, we do not deliver to International addresses.
Please note that during major sales and promotions, there may be a small delay in handling times. If you have any queries or concerns about your order, please do not hesitate to contact our Customer Service Team at admin@organicinstinct.net.au.
The following terms and conditions relate to all items that are shipped from the Organic Instinct Warehouse Unit 1/27 Metrolink Circuit Campbellfield, VIC 3061. Bulk items from Biochef Range, WatersCo Bio Range and Southern Cross Water Purifiers are dispatched directly from manufacturers on behalf of Organic Instinct.
Please allow 1-2 business days for your order to be dispatched from our warehouse.
Our estimated delivery times are as follows:
Melbourne Metro - 1-2 business days
For Regional VIC, NSW, ACT, TAS - 2-3 business days
QLD - 3-5 business days
WA/NT - 4-7 business days
You are welcome to pick up your order from our warehouse in Campbellfield, VIC. An email will be sent to you once your order is ready, usually within 24 hours from placing an order. Orders will not be able to be collected before the confirmation email has been received.
All you need to do is present your confirmation email or another form of photo ID to one of our friendly warehouse staff and they will be happy to pass on your order.
The address for Click and Collect is:
1/27 Metrolink Circuit
Campbellfield, VIC 3061
Our warehouse opening hours are:
Monday – Friday 9am-5.30pm
Southern Cross Water Purifiers are made to order and take 6-8 weeks to dispatch. You will receive a tracking number via email once the item is ready to go. Once order is placed, there are NO refunds as the item is made to order. During promotional and sale periods, this manufacturing time may be extended. In any event that this happens, we will ensure that you are updated.
Tracking numbers will also be issued for products purchased from the Biochef range and WatersCo.
All products on our website are in AUD.
We offer payments via:
Paypal – payments via Visa and Mastercard payments and other nominated accounts are accepted through Paypal (no surcharges apply).
Afterpay - payments will be deducted from your nominated credit or debit card in four (4) payments fortnightly. The first payment is deducted at the time of purchase.
If you have forgotten to add an item to your order after it has been placed, please contact Customer Service via email admin@organicinstinct.net.au with the additional items and we MAY be able to add them. Our team is very fast and efficient with packing, therefore you will need to notify us within an hour of placing an order. Once the order is packed and sealed, unfortunately we cannot reopen the boxes.
We have a 30 day returns policy on all products EXCEPT those that are on sale or discontinued. A store credit or refund will only be issued once the products have been returned and inspected at the warehouse. The cost of delivery will not be refunded.
Returning an item is very simple. Please contact the Customer Service Team via email at admin@organicinstinct.net.au and attach a photo if relevant. We will direct you from there as to what action needs to be taken.
Due to hygiene reasons, we cannot accept returns for the following products: sanitary pads, razors, menstrual cups, nursing cups, breast pads and silicone breast pumps.
If you receive your products and they are not what you wanted, we will offer a store credit or refund for any items that are UNUSED and UNOPENED. Contact our Customer Service Team admin@organicinstinct.net.au and we will let you know how much postage will cost you to return to us or drop it back to our warehouse.
Whilst every care is taken to ensure your products are packed carefully sometimes things break! If a product has been broken in transit, please take a picture or video and send immediately to our Customer Service Team at admin@organicinstinct.net.au. We will organise replacement or refund for you as quickly as possible.
Also, if you have received an incorrect item, please contact us within 24 hours of delivery and we will replace or refund it.
If your product breaks after purchase, please contact us at admin@organicinstinct.net.au and we will help you obtain a replacement/refund from our supplier.
For each of the scenarios listed, please do not dispose of the product until you have liaised with a member of our Customer Service Team. Take photos and/video immediately and send it to our Customer Service Team so we can advise you of the next step.
Allergic reaction to products - we cannot accept returns for a product that has caused you an adverse reaction. Whilst we trial most of our products, we cannot guarantee that all products are suitable for all people. We ensure that all the ingredients are natural, clean and low toxic. All ingredients are listed on the website and we encourage you to ask us if you’re unsure before purchasing.
Pantry and snack items – there are some chocolate products from our range that may melt during warmer weather. Whilst we deliver as quickly as we can to you in VIC, we cannot be responsible for delays caused by third party transport companies that deliver interstate.
Alternatively, you can select Click and Collect and pick up from our warehouse.
If a product that you have ordered is unavailable or insufficient stock is on hand, a Customer Service representative will contact you to organise a substitution, refund or credit.
If you open your package and find that there are items missing, please empty the box first (they sometimes get lost in the packing foam!) and if not successful, contact Customer Service. We will organise a replacement, refund or credit.
If you have been advised by our Customer Service Team to return products back to the warehouse, the address is as follows: