Delivery

TRACK YOUR DELIVERY

You can track your DHL delivery via this link https://mysctrackandtrace.dhl.com/

DELIVERY SERVICE
Customer orders once received will be processed, picked and packed for delivery within 24 business hours. Delivery times may vary depending on the volume of customer orders received throughout the month and can also be affected by seasonal periods and public holidays. Orders for refrigerated items will not be dispatched on a Friday.

Customers wishing their parcels left at or near their delivery address without signature must our Customer Care team to update their customer file with an “Authority to Leave” approval. Please note that deliveries are only left at the final discretion of the delivery driver when deemed safe to do so, regardless of ATL being present on the label. Integria Healthcare is not responsible for any loss, damage or theft resulting from goods being left at or near premises.

Integria Healthcare will not be liable for any loss suffered by the Customer arising out of any delay or failure to deliver the Products (or any part of them) or failure to deliver in the requested quantities.

ORDER CUTOFF TIMES
All orders are to be processed before 1:30pm NSW time for same day shipment and the following delivery commitment.

Next Day Delivery Service:
Applies to Sydney, Melbourne, Brisbane, Perth and Canberra metropolitan areas only. Delivery times may vary depending on the volume of customer orders received throughout the month & can also be affected by seasonal periods and public holidays. Deliveries that contain “dangerous goods” may take 1 additional business day to arrive.

2 - 7 Days Delivery Service:
Transit times will vary depending on the location of the region:

Adelaide - 2 days
Darwin - 4 days
Northern Queensland - 4 days
Tasmania - 7 days
Perth regional - 4 days
All other regional areas Australia Wide are 2-7 days depending on location

FREIGHT
Orders in excess of $200 ex GST will be despatched freight free, orders under $200 ex GST will attract a freight and administration charge of $15.00 ex GST for all destinations within Australia.

All Patient orders over $192.50 inc GST through myPatient Ordering are shipped freight free anywhere in Australia. Orders under $192.50 incl. GST will be shipped at a flat rate of $13.20 Australia wide.

TIME OF DELIVERY
All deliveries are undertaken by a variety of delivery drivers and may occur between 8:00am-6:00pm Monday to Friday. All deliveries require a signature at time of receipt. If you are not available during this time you will need to complete an authority to leave request.

AUTHORITY TO LEAVE
If you need a single order to have an ‘authority to leave’ attached, please contact our Customer Care Team on 1300 654 336 or email orders@integria.com to have an "Authority To Leave" note to the order. You must complete this if no-one will be available to accept delivery of your order between 8am-6pm Monday to Friday.

If you would like to have a permanent ‘authority to leave’ for all of your deliveries, contact Customer Care on 1300 654 336 or email us at enquiries@integria.com, and they will add this note to your account.

Please note: Integria Healthcare is not responsible for any loss, damage or theft resulting from goods being left unattended at or near your premises. Integria Healthcare does not deliver to PO Box or Australian Post Parcel Lockers.

CHILLED ORDERS
Previously, cold goods had been segregated and delivered in a Polystyrene (EPS) esky. As a non-biodegradable material and the volumetric area versus size of product it contains causing lots of extra unnecessary packaging, this was not aligned with our stance on packaging sustainability.

In 2017, after reviewing options on the market, Woolpack was selected for both its efficacy of temperature control, reduced (volumetric) packaging footprint and its innovation utilising renewable material which is both biodegradable and compostable.

Woolpack is made from with 100% felted sheep’s wool sealed within industry grade polyethylene wrap. Woolpack has been independently tested and has been has been proven to keep contents between 2°C – 8°C for at least 72 hours. We rigorously tested this within our own supply chain before introducing it and independent tests consistently prove that Woolpack outperforms conventional insulated packaging on every level.

Note: Our chilled product ranges have been tested when exposed to ambient temperatures up to 1 month without affecting their shelf life. We have selected to utilize Woolpack packaging and ice bricks to reduce excess exposure to high temperature conditions. We do not expect the ice bricks to remain in a frozen state upon receipt.

Orders for refrigerated items will NOT be dispatched on a Friday.

As a result of removing Polystyrene (EPS) esky boxes from our supply chain we removed 1.72 tonnes of EPS per annum from our supply chain and a further 6.48 tonnes (that’s about the weight of 1 African Elephant) of cardboard packaging per annum which was used to protect the Esky’s in transport. As the Woolpack pouches can be packed in with other ‘non-cold’ goods, it has been estimated that we have reduced around 2.79 million cubic meters of freight volume annually (which means less trucks on the roads).

DANGEROUS GOODS
Due to our compliance to the IATA Dangerous Goods Regulations and the Australian Code of Conduct for the Transport of Dangerous Goods no Dangerous Goods can be transported by Airfreight. Therefore, orders containing Dangerous Goods may take additional time for delivery by road.

OUT OF STOCK ITEMS
Items out of stock at the time of order are detailed at the end of each order invoice; or advised at the time of order for orders placed over the phone. Orders for returned out of stock products are subject to all normal freight and administration charges.