Shipping policy
Shipping within Australia:
Courier Service: We use Australia Post for all domestic shipments of aligners, opting for the express service to ensure timely delivery.
Shipping Costs: Shipping is free for orders totaling over $50.00 AUD. For orders $49.99 AUD and under, there is a shipping charge of $4.95 AUD. Delivery costs for orders under this amount are calculated at checkout based on postage rates.
Processing and Delivery Times: Orders typically take 3-5 working days to arrive from the time they are dispatched (with rural deliveries being between 4-8 days). Before the dispatch date, customers obtain necessary dental scans for us to manufacture aligners based on. Note that Jawology is not responsible for delays related to initial dental appointments or impression moulds.
Packaging: Aligners are shipped in a protective box with internal compartments to safeguard during transit. We investigate any claims of transit damage for possible resolutions.
Signature Upon Delivery: Aligners are shipped requiring a signature when they are delivered to ensure they are not left unattended. If the postal service attempts to deliver and fails, they will be left at the local post office to be collected by the recipient.
Tracking Information: A tracking number is provided via email once an order is dispatched, allowing customers to follow their shipment's progress.
Handling Fees: There are typically no handling fees; any exceptions will be clearly communicated to the customer beforehand.
Address Changes: Changes to the delivery address can be accommodated if notified immediately. For dispatched orders, rerouting may still be possible.
Failed Delivery: If delivery fails, Australia Post may hold the package at a local post office for pickup. Unclaimed packages are returned to Jawology after 14 days, at which point we will contact the customer to resolve the issue.
Shipping within USA:
Courier Service: We use Fedex or DHL for all USA shipments of aligners, opting for the express service to ensure timely delivery.
Shipping Costs: Shipping is free for orders totaling over $50.00 USD. For orders $49.99 USD and under, there is a shipping charge of $4.95 USD. Delivery costs for orders under this amount are calculated at checkout based on postage rates.
Processing and Delivery Times: Orders typically take 3-5 working days to arrive from the time they are dispatched (with rural deliveries being between 5-8 days). Before the dispatch date, customers obtain necessary dental scans for us to manufacture aligners based on. Note that Jawology is not responsible for delays related to initial dental appointments or impression moulds.
Packaging: Aligners are shipped in a protective box with internal compartments to safeguard during transit. We investigate any claims of transit damage for possible resolutions.
Signature Upon Delivery: Aligners are shipped requiring a signature when they are delivered to ensure they are not left unattended. If the postal service attempts to deliver and fails, they will be left at the local post office to be collected by the recipient.
Tracking Information: A tracking number is provided via email once an order is dispatched, allowing customers to follow their shipment's progress.
Handling Fees: There are typically no handling fees; any exceptions will be clearly communicated to the customer beforehand.
Address Changes: Changes to the delivery address can be accommodated if notified immediately. For dispatched orders, rerouting may still be possible.
Failed Delivery: If delivery fails, the postal company may hold the package at a local post office for pickup. Unclaimed packages are returned to Jawology after 14 days, at which point we will contact the customer to resolve the issue.
International Shipping:
Courier Service: We use UPS or DHL for international orders, providing fast and reliable service.
Tracking Information: Similar to domestic orders, a tracking number is provided, enabling customers to track their shipment.
Processing Times: Orders typically take 15-35 working days to arrive from the time they are placed. This includes time for customers to obtain necessary dental scans and for us to receive these. Note that Jawology is not responsible for scheduling or delays related to initial dental appointments.
Delivery Times: Delivery to European destinations takes 4-8 days, and rest of the world 8-14 days post-dispatch.
Returns and Replacements:
Aligners: Due to the custom nature of our aligners, they are not eligible for returns. We address any issues related to damage or fit based on provided evidence, offering replacements or refunds as deemed appropriate.
Other Products: Products like our Teeth Whitening Kit and Sonic Toothbrush can be returned if they are unopened and in their original packaging.
Damaged Goods:
If your aligners arrive damaged or do not fit properly, please contact us with evidence of the issue. We assess these claims on a case-by-case basis to provide appropriate resolutions, including replacements or refunds.
By purchasing from Jawology, you acknowledge and agree to these terms. Please contact us at help@jawology.com for any questions or concerns regarding your order.
Contact Information
Email: help@jawology.com
Phone Number: +61411099493
Address: Level 1, 241 Adelaide St, Suite #1400, Brisbane, QLD 4000