Shipping policy

At Cellvue, we aim to provide a reliable and transparent shipping experience for customers throughout Australia. This Shipping Policy explains how we process and deliver orders placed through Cellvue.com.

Please read this policy carefully before placing an order.

1. Shipping Information

We offer free standard shipping on all orders throughout Australia.

Delivery Times

Below are the estimated delivery times for all packages:

• Order cut-off time: 5:00 PM AEST (GMT+10:00). Orders placed after this time will be processed the next business day, which may add an extra day to the delivery estimate.

• Order handling time: 1 to 2 business days (Monday to Friday). Once your order is processed, it will be dispatched by our fulfilment partner.

• Transit time: 6 to 8 business days (Monday to Friday).

• Estimated delivery time: 7 to 10 business days.

Delivery times are estimates and may vary depending on your location, carrier operations, public holidays, weather conditions and other circumstances outside our reasonable control.

We aim to deliver orders directly to your door or mailbox whenever possible. If direct delivery is not possible, the shipping carrier may redirect your order to the nearest available collection point or service location.

The final delivery method is determined by the shipping carrier based on the delivery address, local delivery conditions and the carrier's procedures. Unfortunately, we are unable to control or change the delivery method selected by the carrier.

2. Order Processing

Orders are processed after payment has been successfully received and authorised.

Orders placed before 5:00 PM AEST will generally be processed on the same business day.

Orders placed after the cut-off time will generally be processed on the next business day.

Orders are processed Monday to Friday, excluding public holidays.

During periods of high order volume or unforeseen circumstances, processing may occasionally take longer than the standard timeframe.

3. Order Tracking

Once your order has been dispatched by our fulfilment partner, we will provide you with a tracking link that allows you to follow the progress of your order.

Please allow some time for tracking information to become active and update after your order has been dispatched.

If you have any questions about your order or tracking information, please contact us at support@cellvue.com.

4. Delivery Address

Please carefully review your order confirmation and ensure that the delivery address provided is complete and accurate. It is the customer's responsibility to verify the delivery address stated in the order confirmation.

If you realise that you have entered an incorrect address, please contact us as soon as possible at support@cellvue.com.

We will make reasonable efforts to correct an address before your order is dispatched, but we cannot guarantee that changes will be possible once an order has been processed or dispatched.

5. Delayed, Lost or Damaged Orders

If your order is significantly delayed, appears to be lost or arrives damaged, please contact us at: support@cellvue.com

Please provide your order number and, where applicable, your tracking number and photographs of any damage. We will review the situation and work with you to find an appropriate resolution.

Nothing in this Shipping Policy limits or excludes any rights you may have under the Australian Consumer Law. Australian consumer guarantees apply to eligible purchases and cannot be excluded by our policies.

6. Unclaimed or Returned Parcels

If a parcel is not collected within the collection period specified by the shipping carrier, it may be returned to us.

A parcel may also be returned if delivery cannot be completed due to an incorrect or incomplete address or repeated unsuccessful delivery attempts.

If a parcel is returned to us due to circumstances attributable to the customer, a AUD $30 shipping and handling fee may apply if you request redelivery. The fee covers costs associated with return shipping, handling and arranging a new delivery.

Any applicable fee will be communicated before redelivery is arranged.

The AUD $30 fee will not apply where the delivery issue was caused by Cellvue, the shipping carrier, or where you are otherwise entitled to a remedy under applicable law.

Nothing in this section limits your rights under the Australian Consumer Law.

7. Failed Delivery

If a delivery attempt is unsuccessful, the shipping carrier may make another delivery attempt, provide collection instructions or return the parcel to us.

If the parcel is returned to us and you request redelivery due to an issue attributable to you, the AUD $30 shipping and handling fee may apply.

Please contact support@cellvue.com for assistance.

8. Delivery Delays

Delivery may occasionally be delayed due to circumstances outside our reasonable control, including:

• Severe weather

• Public holidays

• Natural disasters

• Carrier or transport disruptions

• Incorrect or incomplete delivery information

• Other unforeseen circumstances

If your order is significantly delayed, we will make reasonable efforts to assist you.

Where goods cannot be supplied on time or within a reasonable time, Australian consumer law may provide you with rights to an appropriate remedy.

9. Multiple Shipments

If your order contains multiple products, items may be shipped separately depending on availability and fulfilment arrangements. If your order is shipped in multiple parcels, you may receive separate tracking information.

10. Contact and Business Information

ECOMVA LTD
Company Number: 17080139
Registered address: 27 Swanton Road, Dereham, Norfolk NR19 2HH, United Kingdom

Email: support@cellvue.com
Phone: +61 468 147 257
Customer service hours: Monday to Friday, 9:00 AM - 6:00 PM (Sydney Time). Saturday and Sunday: closed.

We aim to respond to all enquiries within one business day.

Last updated: 18 August 2026