Shipping policy

Shipping Policy

Order processing
We process and dispatch every order within 1–2 business days (Monday–Friday, excluding public holidays). You’ll get a tracking email as soon as your collection kit is on its way.

Delivery to you (customer responsibility)
We ship via Australia Post standard or Express Post, depending on your selection at checkout. Standard deliveries arrive in 3–5 business days for metro areas and 5–10 business days for regional. Express Post arrives the next business day in eligible postcodes—just drop your kit at a Post Office, street posting box or Parcel Locker before 4pm local time on a business day. Check postcode coverage and cut‑off times on the Australia Post website to make sure you qualify. If you miss the 4pm cut‑off or post from an ineligible area, the guarantee doesn’t apply and any delay is your responsibility.

Carrier‑caused delays
If Australia Post or our courier partner causes a delay (and you’ve met all the posting requirements), email us at support@mywaterscore.com.au. We’ll refund any extra postage and get a replacement or expedited delivery sorted. We've got your back! 

Returning your sample
Inside your kit is a pre‑paid Australia Post satchel. Collect your sample, then drop the satchel at any Post Office within 5 business days of receiving your kit. In the case your order requires a courier, we will discuss your booking with you (no extra cost). The time samples take to get to the lab will vary based on your location, the shipping or courier service, the type of test you have purchased and the location of the selected lab available to process your test requirements. For more info on your order email us at support@mywaterscore.com.au

Shipping costs
Both the kit to you and the return satchel to the lab are included in your purchase. If you need a replacement kit because of loss, damage or missing a cut‑off there will be a $49 re-shipment fee.

Address accuracy
Double‑check your delivery address at checkout. We can’t redirect kits sent to the wrong address, and you’ll be responsible for any re‑delivery fees.

Delays & exceptions
Shipping timeframes are estimates only. We’re not liable for delays caused by postal disruptions, public holidays, extreme weather or other force‑majeure events.

Lost or damaged shipments
Inspect your kit when it arrives. If anything’s missing or damaged, let us know within 2 business days at support@mywaterscore.com.au 

Sample viability
To get accurate results, post your sample within 5 business days of collecting it. Late returns can compromise your test and we can’t guarantee accuracy.

Cancellations & refunds
You can cancel within 24 hours of purchase for a full refund. Once your kit has shipped, orders can’t be cancelled and shipping fees aren’t refundable.

Contact us
Questions? Email support@mywaterscore.com.au or call 1300 123 456 (Mon–Fri, 9 am–5 pm AEST).