Shipping
Base Drop delivers to every address in Australia via the Australia Post a eParcel network and StarTrack B2B commercial network.
Charges
Standard Post: $10 Australia-wide or free if your order is over $75.
Express Post: $15 Australia-wide or free if your order is over $100*
StarTrack B2B: $12 Australia-wide or free if your order is over $100**
Orders placed before midday ACST will be shipped the same day. Orders placed after midday will ship the next business day.
We ship all of our PG and VG in sturdy one litre jerry cans.
*Limit of up to 2 x 1 litre Jerry Cans of PG or VG
**Only shipping to commercial addresses. Your order will ship Standard Post if it doesn't meet the criteria of a commercial address
Warranty
Quality Assurance:
We guarantee the quality of our Flavour Concentrates, Propylene Glycol (PG), and Vegetable Glycerin (VG). Our products are sourced from reputable suppliers and undergo rigorous quality control processes to ensure they meet the highest standards.
Product Integrity:
If you receive a product that is damaged or compromised in any way, please contact our customer service team within seven (7) days of receiving the order. We will investigate the issue promptly and provide a suitable solution, which may include a replacement or refund.
Storage and Handling:
Customers are responsible for the proper storage and handling of the products upon receipt. Failure to store or handle the products in accordance with provided guidelines may void the warranty.
Expiration Date:
All products have a clearly marked expiration date. Please check the expiration date upon receiving the products, and if you have any concerns, contact our customer service for assistance.
Returns:
Return Eligibility:
Returns are accepted within 30 days of the purchase date for unopened and unused products. To be eligible for a return, items must be in their original packaging and in the same condition as received.
Return Process:
To initiate a return, please contact our customer service team with your order number, a description of the issue, and supporting images if applicable. We will provide you with instructions on how to return the product.
Return Shipping:
Customers are responsible for return shipping costs unless the return is a result of our error or a defective product. We recommend using a trackable shipping service to ensure the safe return of the items.
Refund or Replacement:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund or replacement. If approved, refunds will be processed to the original method of payment, and replacements will be shipped promptly.
Restocking Fee:
A restocking fee may apply to returns of non-defective products, and this fee will be deducted from the refund amount. The fee covers the cost of inspecting, repackaging, and restocking the returned items.
Contact Information:
For any shipping issues, warranty claims and/or returns, please contact our customer service team at hello@basedrop.com.au
This policy is subject to change without notice.