Shipping policy
Where we ship
We currently ship orders within Australia and New Zealand (metro and regional). If you require delivery outside Australia and New Zealand, please contact our team at components@osteonmedical.com before placing an order.
Order processing times
Orders placed on business days (Monday–Friday, excluding Victorian public holidays) are picked, packed and dispatched in the order they are received. Processing begins once your payment is approved and any order verification checks are completed.
Same-day dispatch cut-off times (Melbourne warehouse)
All times are in Melbourne time (AEST/AEDT).
Morning dispatch cut-off: orders placed before 1:00 pm are eligible to ship with the morning courier run (metro and regional).
Afternoon dispatch cut-off: orders placed before 4:00 pm are eligible to ship with the afternoon courier run (regional only).
Orders received after the relevant cut-off will be dispatched on the next business day.
Shipping methods and costs
Available shipping options and charges are shown at checkout and are calculated based on destination, order weight/size and service selected. Shipping fees are non-refundable unless required by law or where Osteon Medical Componentry Store is at fault.
Estimated delivery timeframes (guidance only)
Delivery time depends on your location, the service chosen and carrier network conditions.
Australia
Melbourne Metro: typically 1–2 business days after dispatch
Other Australian metro: typically 2–5 business days after dispatch
Regional and remote: typically 3–7+ business days after dispatch
New Zealand
Typically 1-6 business days after dispatch
These timeframes are indicative only and are not guaranteed. Peak periods, adverse weather, public holidays and carrier backlogs can extend delivery times.
Order tracking
When your order ships, you will receive a shipment confirmation email with a tracking link (where available). Tracking may take up to 24 hours to update after the parcel is scanned by the carrier.
Authority to Leave (ATL)
If you select ATL at checkout (or where a carrier provides this option), the parcel may be left unattended at the delivery address. Once the carrier records a successful delivery, risk transfers to you. Osteon Medical Componentry Store is not responsible for loss, theft or damage after an ATL delivery.
Signature on delivery
If you prefer a signature, select a service that requires one (where available). A redelivery fee may apply if no one is available to sign.
Address accuracy and changes
Please ensure your shipping address is complete and correct. We are unable to redirect orders once they have been handed to the carrier. If you notice an error, contact us immediately at components@osteonmedical.com; we will do our best to assist prior to dispatch.
PO Boxes, Parcel Lockers and business addresses
Some services can deliver to PO Boxes and Parcel Lockers; availability will be shown at checkout. For business addresses, please include the business name and any delivery instructions (e.g., loading dock hours).
Split shipments
To avoid delaying your order, items may ship in multiple parcels as they become available. You will receive separate tracking details for each parcel.
Out-of-stock and back-order items
If an item is unavailable after you place an order, we will contact you with options (ship available items now and the balance later, substitute, or cancel for a refund of the affected item).
Delivery delays and events outside our control
We are not liable for delays caused by carriers, customs inspections, strikes, severe weather or other events outside our reasonable control. We will support you in liaising with the carrier if a delay occurs.
Lost, damaged or missing items
If your parcel arrives damaged, or your tracking shows delivered but you cannot locate the parcel, contact us within 3 business days of the scan/event at components@osteonmedical.com with your order number, photos (if applicable) and details. We will open an investigation with the carrier. Investigations can take several business days; replacements or credits are issued in line with the investigation outcome and applicable laws.
Risk and title
Title and risk of loss pass to you when we deliver the goods to the carrier for shipment. This does not limit any rights you have under the Australian Consumer Law.
Restricted deliveries
For safety and compliance reasons, we may decline to ship certain items to specific locations or via certain methods. Any such restrictions will be communicated at checkout or by our team.
Public holidays and warehouse closures
Dispatch does not occur on weekends or Victorian/Australian public holidays. Orders placed during closures will be processed on the next business day.
Packaging
Orders are packed to protect components and minimise transit damage. Where possible, we use right-sized packaging and recyclable materials.
Contact
Questions about shipping or a current order?
Email: components@osteonmedical.com
Please include your order number in all correspondence.
For information on returns, exchanges and credits, please see our Returns Policy.