Shipping policy
Shipping & Delivery Policy
Dr Catherine Casey / Camden Holistic
Last updated: 29/August/2026
Overview
Practitioner-only supplements and dispensary products purchased through this site are supplied and dispatched on our behalf by vital.ly Pty Ltd (ABN 50 609 423 314), our practitioner dispensary and fulfilment partner. This means order processing, packing, and shipping of physical products is handled by vital.ly’s Sydney warehouse rather than by our Camden clinic. This policy explains what to expect.
Order processing hours
Orders are processed 8.30am–5.00pm (AEDT), Monday to Friday. Orders are not processed on weekends or NSW public holidays. Orders placed after cut-off, or on a weekend/public holiday, will be processed on the next business day.
Delivery timeframes below are estimates only, based on courier-provided information. We make every effort to provide a fast and reliable service, but we’re not responsible for delays once an order has left the warehouse.
Delivery charges & timeframes (Australia)
| Service | Cost | Free shipping threshold | Estimated delivery |
|---|---|---|---|
| Standard | $15.00 | Orders $250.00 and up | 2–8 business days |
| Express | $18.00 | Orders $465.00 and up | 1–4 business days |
These timeframes are estimates only, based on courier-provided information, and start from when your order is dispatched (see “Order processing hours” above) rather than from when it’s placed. We’re not liable for delivery delays caused by the courier, weather, remote locations, or other events outside our control.
Delivery is currently available within Australia only. If you’re ordering from overseas, please contact us before ordering to check whether we can arrange delivery to your location.
Temperature-sensitive and probiotic products
Some products we sell (particularly probiotics and other live or heat-sensitive formulations) have limited stability at room temperature. Where needed, these are dispatched with a cold pack as a precaution.
Please note:
- We do not offer refunds if a temperature-sensitive product arrives warm, or has been exposed to warm conditions after delivery to you.
- If a temperature-sensitive product is sent without a cold pack and is heat-damaged as a result, this is not grounds for a refund or replacement.
- Individual product stability information (where provided by the manufacturer) is available on request — please contact us before ordering if you have concerns about a specific product.
Packaging & environmental commitment
Our fulfilment partner, vital.ly, packs orders using:
- Biodegradable eco bubble wrap
- Cardboard boxes and satchels
- Biodegradable packing peanuts
- Re-usable ice packs for temperature-sensitive items
Their warehouse runs on 100% renewable energy, and the glass and plastic bottles used by our suppliers are recyclable. We’re committed to minimising our environmental footprint wherever possible.
Delivery address & tracking
- Please check your delivery details carefully before completing your order — we’re unable to alter the delivery address once an order has been dispatched.
- Tracking information is emailed automatically once your order ships. If you haven’t received a tracking email, please contact us and we can look into it.
- We follow delivery instructions (e.g. “authority to leave”) as best we can, but if this results in a missing parcel, this is not grounds for a refund (see our Returns & Refund Policy).
- Changes made directly with the courier (rather than through us) may delay your delivery, and we can’t be held responsible for any resulting delay.
Questions
If you can’t find what you’re looking for, please contact us.