Important Shipping Information

Once your item is in the hands of the shipping company, our role in the process is complete. We understand the excitement of anticipating your delivery, and we're here to assist you until that point. Here's what you need to know:

  1. Order Processing: We take pride in promptly processing and packaging your order to ensure a smooth transition to the shipping carrier.

  2. Shipping Times:

    • All Australia Post items are shipped the same day if ordered before 2 PM Monday to Friday, excluding Victoria, Australia, and public holidays.
    • DHL Express orders, if placed before 12 PM Monday to Friday, excluding Victoria, Australia, and public holidays, will be picked up the following business day and shipped out.
  3. DHL Pickup Time: Please note that DHL pickup trucks can take from the following business day to up to 5 business days to collect your order once it's scheduled for pickup.

  4. International Delivery: Once your order is in the hands of DHL for international delivery, it usually takes 4 business days. However, delivery times may vary depending on your location and the destination.

  5. Tracking Information: We provide you with tracking information once your order is shipped. You can use this to monitor the status of your shipment.

  6. Contacting the Shipping Company: If you have any questions or concerns about the delivery status or experience any issues with your shipment, please reach out to the shipping company directly. They have the most up-to-date information and can assist you with any delivery-related inquiries.

  7. Delivery Times: Delivery times may vary, depending on your location and the shipping method you selected at checkout. Please refer to the estimated delivery time provided during your order placement.

  8. Damaged or Lost Items: In the rare event that your item arrives damaged or is lost in transit, please contact the shipping company to initiate a claim or investigation. If needed, we can provide you with any necessary order information to support this process.

While we do our best to ensure a smooth and efficient shipping experience, please understand that, once your package is with the shipping company, it is under their control. We appreciate your trust in us and are here to assist you within our capabilities.

Lost or Stolen Packages

We understand that carrier issues and delays can occur. It has been observed that certain carriers might prematurely scan a package as “Delivered” even while it's still out for delivery. In such cases, the parcel might be physically delivered within the following four business days.

Should your order still show as "Delivered" by the carrier after this four-day period and you haven't found your package despite checking the area around your delivery address, please reach out to Customer Service for assistance.

Please be aware that Inseminmate is not responsible for missing packages marked as delivered. If you suspect a misdelivery, we strongly advise initiating a claim directly with the carrier. Presently, we do not facilitate reshipment orders or exchanges; therefore, a new order must be placed with the refunded amount.

If the carrier’s tracking link shows no activity or movement for more than 5 business days concerning your order, please contact Customer Service for further investigation.