Shipping Policy

To make your delivery as smooth as possible, duties, taxes, and VAT are automatically calculated and added at checkout for the following countries: Canada, UK, Italy, Germany, Spain, France, and Mexico. This helps speed up customs clearance so your order arrives faster and with fewer delays.

For all other countries, these charges are not included at checkout. Depending on your local regulations, you may need to pay additional fees directly to customs before your order can be released.

If you’re ordering from within your own region, import duties generally don’t apply, but local sales taxes may still be required.

When your order ships, you’ll receive a shipping confirmation email with your tracking number and a direct tracking link. You can also Track Your Order anytime by entering your order details for the latest updates.

Please allow up to 48 hours for tracking information to appear, especially for orders placed over the weekend. Alternatively, if you created an account or log in with the email used at checkout, you can view your tracking number anytime on your order details page.

For some international shipments, tracking details may be limited. In these cases, additional updates may be available from the local postal service or final-mile delivery carrier in your destination country. You can find this information on the shipping carrier’s tracking website.

Once your order is placed and you receive a confirmation email, there is a short window to request changes — such as adding or removing a product — or to cancel your order. This window is available between 8:00 am and 5:00 pm AEST, when our customer service team is online. To make a request, please contact our customer service team immediately at sales@doublewoodsupplements.store or via our online chat. While we cannot guarantee that changes or cancellations can be made, we will make every effort to accommodate your request.

If you need to update your shipping address, you can log into your customer account to make changes directly. If your order has already been placed, please contact our customer service team immediately at sales@doublewoodsupplements.store. Address changes must be requested before the order ships, and while we will do our best to assist, we cannot guarantee changes can be processed in time, as our team is available only between 8:00 am and 5:00 pm AEST.

If an incorrect address is provided and the order is delivered to that address, it will not be eligible for a refund unless returned back to our warehouse, minus shipping costs. If the order is returned to us due to an invalid or undeliverable address, we are happy to reship it, however, the customer will be responsible for the reshipping cost.

We do not recommend shipping orders to hotels or other temporary addresses. If you’re traveling, we suggest placing your order at least 3 weeks before your departure to account for potential delays. Please keep in mind that delivery timeframes are estimates only, and packages may still arrive after you’ve left.

Orders shipped to hotels or temporary addresses are not eligible for refunds if they arrive after your departure or are lost or misplaced after delivery. A refund will only be issued if the package is successfully returned to our warehouse, minus shipping costs.

We are happy to ship orders to USA-based freight forwarders for international delivery. However, once tracking confirms delivery to the USA address, our responsibility ends. We are not responsible for forwarding your package, and we cannot reship or refund orders once delivered to the USA address.

Any damage, loss, or delivery issues after the package is received by the freight forwarder must be resolved directly with them. Additionally, any required international import documentation is your responsibility or must be provided by the freight forwarder. We cannot provide customs paperwork or other import information for packages not shipped directly by Double Wood to the final destination country.

Due to import laws, certain products may be restricted in your country and unavailable for purchase. We strongly encourage you to research and confirm any restrictions with your local customs or regulatory authorities before placing an order.

Rules and regulations differ from country to country, and while we make every effort to prevent complications at customs, some situations are beyond our control. Please note that we are not responsible for packages seized or denied by customs. For more information, please refer to our Refunds Policy.

If your tracking information shows that your order was delivered but you have not received it, please report it to our customer service team within 5 days of the delivery scan. Couriers sometimes mark packages as delivered a day early, so in many cases, the order will arrive the next business day. If the courier confirms that the package cannot be located, we will gladly reship your order.

Wholesale and bulk orders are reviewed on a case-by-case basis. For assistance, please contact our customer service team at sales@doublewoodsupplements.store.

Under current TGA regulations, you may only import a maximum of three bottles of the same product (equivalent to a three-month supply). This means only one triple pack per order. If you place an order exceeding this limit, it may be adjusted to meet the regulation, and any excess items will be refunded.

We cannot control courier delays and generally do not refund shipping costs if your order is shipped on time and via the correct shipping method. If a delay occurs due to our error or the wrong shipping method is used, please contact our customer service team so we can resolve the issue.

Please note that shipping estimate times are not a guarantee. Packages may be delayed due to circumstances beyond our control, such as courier issues, strikes, or severe weather. In these cases, shipping fees will not be refunded.

For more information on returns and refunds, please see our Refund Policy.