Delivery and returns
Delivery and Returns
KetoGenie will replace or refund any broken, damaged or faulty items. We require you email us a photo of any defective products and you need to notify us of any issues regarding your delivery within 14 days.
Any other potential or specific issues can be discussed and resolved on a case-by-case basis. If you are unhappy with any products please contact our customer service team on firstname.lastname@example.org to resolve.
Please note that we want all customers to be satisfied with their orders, however if you simply don't like the taste of something, give it to a friend who will, as we cannot refund for this reason.
NATIONAL SHIPPING (within Australia)
KetoGenie services all Australian states. Orders from our website www.KetoGenie.com.au are dispatched daily (excluding weekends and public holidays) – we aim to always offer prompt and timely service. Online orders can be paid for with credit card or Paypal prior to dispatch.
Orders are freighted via Australia Post and delivered right to your door, so please make certain you provide your street address. KetoGenie cannot be held responsible for deliveries when an incomplete or incorrect address is provided. KetoGenie charges $10 freight Australia wide for all orders under $100AUD.
We use Australia Post and trusted couriers to service Australian Cities. Timing to different States will vary.
Below are approximated standard delivery times:
NSW 1-2 days
QLD 2-3 days
VIC 3-4 days
WA and Rural areas can take from 5-10 days.
If you require a special request please send us an email to email@example.com or put a note in with your order.
To assist us with the efficient delivery for your frozen goods order please email us the best day (business days) for your order to be delivered and confirm your mobile number. Unfortunately we can not provide a time of the delivery on this day. If you need to go out please leave an esky at your front door with a note giving authority to leave the frozen goods there. Please note KetoGenie or its third party courier take no responsibility for goods which are damage, spoiled or stolen once left. If no note is left and no one is home then we have instructed the courier to return the goods to our warehouse. Additional charge of $40 will be charged or withheld from refunds due to courier charges. Please ensure you keep your mobile phone off silent and close by on your nominated delivery day as the courier company may need to call you.