Shipping policy

# Shipping Policy

**Last updated: 11 June 2026**

Here's everything you need to know about how your Onda Recovery order reaches you — where we ship, how long it takes, and what to do if anything doesn't go to plan.

Onda Recovery is operated by INCM, a company registered in France (SIREN 939 062 899). Orders are shipped directly from our partner distribution centres to keep delivery fast and our prices fair.

## Where We Ship

We currently ship to **Australia only**. Every Onda Recovery Boots set comes with an **Australian plug** as standard, and all prices are in **Australian dollars (AUD)**.

## Shipping Costs

Shipping is **free on every order, Australia-wide** — no minimum spend, no hidden fees at checkout.

## Processing Time

Orders are prepared and dispatched within **3–5 business days** (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays are processed the next business day.

## Delivery Time

Once your order has been dispatched, delivery typically takes **6–10 business days** anywhere in Australia. In total, most orders arrive within **9–15 business days** of the day you place them (3–5 business days to prepare your order, then 6–10 business days in transit).

Please note these timeframes are **estimates, not guarantees** — carriers occasionally run behind, especially during peak periods. What we *do* guarantee is that we'll stand behind every order: if something goes wrong in transit, we'll fix it (see "Delayed or Lost Parcels" below).

## Order Confirmation & Tracking

- You'll receive an **order confirmation email** as soon as your purchase goes through.
- Once your order ships, we'll send a second email with your **tracking number** so you can follow your parcel door to door.
- Tracking can take 24–48 hours to show its first scan after dispatch — that's normal.

## Incorrect Shipping Address

Please double-check your delivery address at checkout — you're responsible for making sure it's complete and accurate. If you spot a mistake, email us at **ondarecovery@gmail.com** straight away: we can usually update the address **as long as the order hasn't been dispatched yet**. Once a parcel is on its way, we're unable to redirect it, and parcels returned to us due to an incorrect or incomplete address are handled under our Refund & Returns Policy.

## Delayed or Lost Parcels

If your tracking hasn't moved or your parcel still hasn't arrived **15 business days after dispatch**, contact us at **ondarecovery@gmail.com** with your order number. We'll investigate with the carrier and offer you a **free replacement or a full refund — your choice**. You won't be left chasing a missing parcel on your own.

## Damaged on Arrival

If your order arrives damaged, email us at **ondarecovery@gmail.com** as soon as possible with your order number and **photos of the damage** (the outer box and the product). We'll make it right with a **full refund or a free replacement — your choice**, at no cost to you. Nothing in this section limits your rights under the Australian Consumer Law.

## Customs, Duties & Taxes

All orders are domestic-equivalent deliveries for Australian customers: **the price you see at checkout is the final price**. There are no customs duties, import charges or surprise fees to pay when your parcel arrives.

## Questions?

Email us at **ondarecovery@gmail.com** — we reply within 24 business hours, Monday to Friday.