4.1 Order Processing Time
All orders are subject to a processing time of one to four (1–4) business days before shipment. During this period, your order is confirmed, prepared, quality-checked, and packaged for dispatch. Business days are Monday to Friday, excluding public holidays in Australia.
You will receive an email confirmation when your order is placed and a separate shipping confirmation with tracking information once your order has been dispatched.
Please note: all timeframes referenced in this Shipping Policy refer to business days (Monday-Friday), excluding Australian and New Zealand public holidays.
4.2 Shipping Options — Australia
Free Standard Shipping
• Available on all orders.
• Estimated delivery: 4–6 business days from the date of dispatch (not including the 1–4 business day processing time).
• Total estimated time from order to delivery: 5–10 business days.
• Carrier: Australia Post or equivalent domestic carrier.
Express Shipping
• Available on all orders. Shipping fee applies (displayed at checkout).
• Estimated delivery: 2–4 business days from the date of dispatch (not including the 1–4 business day processing time).
• Total estimated time from order to delivery: 3–8 business days.
• Carrier: Australia Post Express or equivalent express carrier.
4.3 Shipping Options — New Zealand
Free Standard Shipping
• Available on all orders.
• Estimated delivery: 4–6 business days from the date of dispatch (not including the 1–4 business day processing time).
• Total estimated time from order to delivery: 5–10 business days.
• Carrier: NZ Post, Aramex, or equivalent international/domestic carrier.
Express Shipping
• Available on all orders. Shipping fee applies (displayed at checkout).
• Estimated delivery: 2–4 business days from the date of dispatch (not including the 1–4 business day processing time).
• Total estimated time from order to delivery: 3–8 business days.
• Carrier: Express courier service.
4.4 Order Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number and a link to track your parcel in real time. If you do not receive this email within 4 business days of placing your order, please check your spam/junk folder and then contact us at hi@myfraame.com.
4.5 Delivery Issues
Undelivered parcels: If your tracking shows ‘delivered’ but you have not received your order, please check with neighbours, building management, or any safe-drop locations. If the parcel cannot be located, contact us within seven (7) calendar days of the delivery notification and we will investigate with the carrier and arrange a replacement or refund.
Incorrect address: Please ensure your shipping address is complete and accurate at the time of checkout.
FRAME is not responsible for orders shipped to incorrect addresses provided by the customer. If a parcel is returned to us due to an incorrect address, we will contact you to arrange re-shipment at your expense. Delays: While we make every effort to meet estimated delivery timeframes, occasional delays may occur due to carrier disruptions, extreme weather, public holidays, or unforeseen circumstances. Estimated delivery dates are not guaranteed. If your order has not arrived within 20 business days of dispatch, please contact us and we will investigate immediately.
4.6 International Shipping
FRAME currently ships to Australia and New Zealand only. We do not offer international shipping to other countries at this time. If you are located outside AU/NZ and wish to purchase FRAME, please contact us at hi@myfraame.com to discuss options.
4.7 Customs and Duties (New Zealand)
Orders shipped to New Zealand may be subject to customs duties, taxes, or import fees imposed by New Zealand Customs. These charges are the responsibility of the customer and are not included in the product price or shipping cost. FRAME has no control over these charges and cannot predict their amount.
4.8 Important Advice
Products are shipped under the Australian Personal Importation Scheme for personal use only. Please consult your healthcare provider before taking high dose supplements (10,000 IU)