Postage & Delivery
How much is postage?
We do not change extra for handling.
We have done our research and found the cheapest method for postage is pre-paid satchels from Australia Post. Our online cart provides the option for three sizes of satchels: up to 500 g is $8.25, up to 3 kg is $13.40 and up to 5 kg is $16.70. For small orders (such as Hurraw! Lip Balms and Razor Refills) we can send as a 'Large Letter'. The cost for Large Letters is $1.20. We can send a maxium of 8-10 lip balms or 3-4 razor refills. If, when sending your order, we can reduce this specified amount, we will refund you the difference.
Australia wide delivery is sent by regular post. We will provide Express Post upon request - please contact us to request this service.
Can I pick up my order?
We are an online business and do not have a store front. We are based in Melbourne, Australia and are happy to arrange pick up for your order. We normally arrange pick ups close to Kindness House in Fitzroy (288 Brunswick Street, Fitzroy 3065), Carlton, University of Melbourne or Melbourne CBD for orders of $30 or more. Payment can either be pre-paid through the website shopping cart, or cash on delivery. Contact us for directions and to arrange a pick up time.
Where do you deliver?
We deliver to Australia & New Zealand. As of August 1st 2012 we now accept international orders from most countries including United States, Canada, United Kingdom and most Euopean Countries. Please contact us before placing an order to confirm that we can ship to your country.
I live in New Zealand. Can I have products shipped here?
Yes. Please keep in mind the cost to send anything to New Zealand can be quite costly. Please contact us for a postage quote.
New Zealand parcels will be sent using Air mail.
Do you accept International Orders?
Yes. We can accept orders from overseas. To place an order just follow the normal procedures to place an order including entering your credit card details (Visa or MasterCard). At the checkout once you enter your address the shopping cart will automatically select 'International Shipping'. Once you confirm your order we will receive notification. At this stage TPV will receive notification of your order and will send you a quote for shipping costs. Please allow between 2 and 3 days to receive a quote. Once you accept the shipping quote your credit card will be processed for the total amount and your order will be shipped out promptly. All international orders will be sent out by Autralia Post Air Mail Service. Any customers who wish to have their order shipped via registered post or using a service for tracking will need to request this at the time of ordering by adding the request in the note. For all other orders shipped by standard Air Mail TPV cannot guarantee delivery in the unlikely chance a package is lost/not delivered.
How long will it take to receive a reply to my email/contact request form?
Please allow 48 hours for a reply back from us.
Do you offer a discount for members of vegan or animal rights groups/Student/Pension Card Holders?
How do I pay for my order?
Accepted methods of payment are Bank transfer, Paymate, cheque, money order or cash on pick up. Preferred payment is Bank transfer (saving both TPV and yourself fees charged by Paymate).
I want to buy in bulk. Can I get a discount?
Depending on the product we may be able to offer a reduced price. Available for pick up only. Please contact us for more details.
Refunds & Trading Terms
The Personal Vegan Refund Policy
- We refund for purchases made within 7 days from date of receipt.
- Return postage is to be paid by the customer, alternatively we can arrange for pick up in Newtown.
- We offer a store credit for refunds valid for 12 months from original purchase date.
We abide by the Australian Warranties and Refunds laws - these laws cannot be waived.
We will provide a refund if the product does not do the job you were led to believe it would, the product has a fault that you could not have known about at the time of purchase, the product is not of merchantable quality (taking into consideration the price and description), or the product is not as described.
We are not obligated by law to provide you a refund if you do not have proof of purchase (eg. a receipt), you just change your mind, if you have damaged the goods, or you knew about a fault beforehand (eg. factory seconds).
We abide by all Australian laws such as the Fair Trading Act, Australian Trade Practices Act, Australian Security and Investment Commission Act, Privacy Act, Cybercrime Act, Criminal Code Act.
We do not disclose your personal information to 3rd parties.