International Shipping Policy

Overview

The International Shipping Policy applies to all orders shipped outside Australia. By placing an order with us, you agree to the terms outlined below regarding shipping, delivery, customs, and liability.

We supply dental educational materials and equipment internationally using reputable logistics providers.

Shipping Partners

We partner with reputable logistics companies for international deliveries. Carrier selection is at our discretion based on destination, service level, and parcel characteristics.

Processing of Orders

1. Orders are processed within 2–3 business days following payment confirmation.
2. In the event that we are shut for business for a short duration, we will process the order on priority first thing on opening.
3. We reserve the right to delay dispatch due to stock availability, compliance checks, or unforeseen circumstances. We will prioritise orders based on order date and will always get in touch if orders are being delayed due to processing or dispatch.

Delivery Timeframes

1. Estimated delivery time: 10–15 business days (excluding any local public holidays).
2. These timeframes are indicative only and not guaranteed to the nature of international shipping.
3. Delays may occur due to customs clearance, carrier disruptions, or events beyond our reasonable control (force majeure).

Shipping Terms (Incoterms)

Unless otherwise agreed in writing, all international shipments are supplied under:

• Incoterm: Delivered at Place (DAP) – Incoterms® 2020

Under DAP terms:

1. We are responsible for arranging and paying for transportation to the destination address.
2. Risk transfers to the customer upon delivery at the destination.
3. The customer is responsible for:
   • Import customs clearance
   • Payment of all duties, taxes, and import fees

Returns or Refunds

1. Due to the nature of international shipping and cross-border transactions, we do not accept returns of any products, whether used or unused.
2. If a product is found to have a manufacturing defect upon receipt, the customer must provide sufficient evidence, including photographs, videos, or other supporting documentation, for assessment.
3. Refunds for manufacturing defects will be considered and issued at our sole discretion upon satisfactory verification of the claim.
4. If a product fails to function in accordance with its intended purpose under normal use, the customer must provide satisfactory evidence of the fault.
5. Where a claim is verified and approved, a full or partial refund may be issued at our discretion. Replacement products may also be offered where appropriate.
6. We reserve the right to request additional information or evidence before approving any refund claim.

Customs, Duties, and Taxes

1. All international orders may be subject to import duties, GST/VAT, and other taxes imposed by the destination country.
2. These charges are not included in the purchase price or shipping cost.
3. Customers are solely responsible for all such charges.
4. Failure to pay customs charges may result in:
   
   • Delays
   • Return or abandonment of goods
5. Any additional costs incurred may be deducted from refunds.

Risk, Title, and Insurance

1. Risk in the goods passes to the customer in accordance with DAP terms upon delivery.
2. We do not guarantee that shipments are insured unless explicitly stated.
3. Customers may request additional shipping insurance at an extra cost prior to dispatch.

 Limitation of Liability

To the maximum extent permitted by law:

1. Our liability for loss, damage, or delay in transit is limited to:
   • The amount recoverable from the carrier; or
   • The value of the goods supplied, whichever is lower.
2. We are not liable for:
   
   • Indirect or consequential losses (including loss of business, profits, or opportunity)
   • Delays caused by customs, carriers, or external events
   • Seizure or destruction of goods by customs authorities due to local regulations

Australian Consumer Law (ACL)

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

Where goods are supplied to consumers:

1. Goods come with guarantees that cannot be excluded under the ACL.
2. If a major failure occurs, you are entitled to a replacement or refund.
3. For non-major failures, we may choose to repair or replace the goods.

However, to the extent permitted by law for international customers:

• Our liability may be limited to replacement or resupply of the goods.

Delivery Issues & Address Accuracy

1. Customers must ensure all shipping details are accurate at the time of order.
2. We are not responsible for delivery failures due to: 
   
   • Incorrect or incomplete address details
   • Failure to collect parcels
3. Re-delivery or re-shipment may incur additional charges.

Lost, Damaged, or Delayed Shipments

1. Claims for lost or damaged goods must be made within 7 days of the expected delivery date.
2. We will assist in lodging claims with the carrier; however:
   
   • Resolution is subject to the carrier’s investigation process
   • Compensation is limited as per Section 8

Compliance with Import Laws

1. Customers are responsible for ensuring that ordered products comply with local import laws and regulations.
2. We are not liable for goods refused entry, seized, or destroyed by customs authorities.

Force Majeure

We are not liable for failure or delay in performance due to events beyond our reasonable control, including but not limited to:

1. Natural disasters
2. Pandemics
3. War, strikes, or civil unrest
4. Carrier disruptions or border closures

Contact Information

For all shipping-related enquiries:
Email: info@thedentalmarket.com.au
Business Hours: Mon-Fri 8:30am to 5pm AEST.