Shipping policy

Last updated: 25 March 2026 

This Shipping Policy explains how qore8 handles order processing, dispatch, delivery estimates, pre-orders and shipping issues for orders placed through our website. 

Throughout this policy, "qore8", "we", "us" and "our" means Touch Biotechnology Pty Ltd (ABN 88 642 988 564) trading as qore8. 

1. Order processing 

We process orders Monday to Friday, excluding New South Wales public holidays. 

Most in-stock orders are processed within 1-3 business days after payment is authorised. Processing may take longer during launches, promotions, public holidays, peak periods, stock takes or where additional verification is needed. 

If we cannot accept or fulfil your order, we may cancel the order and provide a refund of any amount paid. 

2. Delivery estimates within Australia 

Delivery times start after dispatch, not at the time you place your order. 

Standard delivery estimates within Australia are generally: 

  • Metro areas: approximately 3-7 business days after dispatch. 

  • Regional and remote areas: approximately 5-14 business days after dispatch. 

If express delivery is offered at checkout, the timeframe shown by the selected carrier is an estimate only and is not guaranteed. 

Delivery estimates are provided in good faith and may be affected by weather events, carrier disruptions, customs or biosecurity inspections, peak periods, incorrect addressing, force majeure events and other matters outside our reasonable control. 

3. Shipping charges and tracking 

Shipping charges are shown at checkout before you complete your purchase. 

Where tracking is available, we will send tracking details to the email address provided with your order once your parcel has been dispatched. 

4. Delivery address accuracy 

You are responsible for providing a complete and accurate delivery address and for ensuring that any authority to leave, parcel locker or collection details are correct. 

If a parcel is returned to us because the address you provided was incomplete, incorrect, inaccessible or unclaimed, we may contact you to arrange re-delivery. Additional shipping charges may apply for re-delivery. 

We are not responsible for delays, loss or extra costs caused by incorrect address information supplied by you. 

5. Failed delivery and unattended addresses 

If no one is available to accept delivery, the carrier may leave the parcel in a safe place, take it to a collection point, reattempt delivery, or leave instructions for collection in accordance with the carrier's practices and any delivery preferences you selected. 

If a parcel is returned to us after failed delivery attempts or non-collection, re-delivery charges may apply. 

6. Risk and title 

For consumer orders, risk in the products remains with qore8 until the products are delivered to the delivery address you nominated, or made available for collection at the carrier's collection point or parcel locker in accordance with the delivery option you selected. 

Nothing in this policy limits any non-excludable rights you have under the Australian Consumer Law. 

7. Lost, delayed or damaged parcels 

If your parcel appears lost, significantly delayed, tampered with or damaged in transit, please contact us as soon as reasonably possible with your order number and any supporting information or photographs. 

We may open an investigation with the carrier and ask you for reasonable assistance. 

Where required by the Australian Consumer Law or otherwise appropriate in the circumstances, we will provide a replacement, refund or other remedy. 

8. Pre-orders and backorders 

Some products may be sold on a pre-order or backorder basis. If so, the product page will usually state the estimated dispatch window. 

Unless otherwise stated on the product page, most pre-order items are expected to dispatch within approximately 6-10 weeks. 

If your pre-order is delayed by more than 2 weeks beyond the maximum advertised dispatch window, you may cancel the pre-order for a full refund. 

If your order contains both in-stock and pre-order items, we may hold the order and dispatch it together once all items are available, unless we offer split-shipment options at checkout or agree otherwise. 

9. International shipping 

We may offer international shipping to selected destinations. Availability depends on destination, product type, carrier capability and local import rules. 

Some products cannot be shipped to certain countries or may only be shipped by selected services. We reserve the right to decline or cancel international orders where shipping is not permitted or practicable. 

Unless otherwise stated at checkout, the recipient is the importer of record and is responsible for complying with local laws and import restrictions in the destination country. 

10. Duties, taxes and customs 

For international orders, local customs duties, VAT/GST, import taxes, brokerage fees, clearance fees and similar charges are the responsibility of the recipient unless expressly stated otherwise at checkout. 

We are not responsible for delays caused by customs, border inspections, sanctions screening, airline disruptions or destination-country clearance requirements. 

11. Refused, seized or abandoned international parcels 

If an international parcel is refused by the recipient, not collected, abandoned, or seized, delayed or destroyed because of destination-country import restrictions, unpaid duties or taxes, or missing customer information required for customs clearance, we may be unable to refund the original shipping charge. 

If the parcel is returned to us and we incur return or handling charges, we may deduct those reasonable amounts from any refund to the extent permitted by law. 

12. Change of delivery details after order placement 

If you need to change your delivery details after placing an order, please contact us promptly. We cannot guarantee that changes can be made once an order has entered processing or dispatch. 

Where a redirection or address correction results in additional charges from the carrier, those charges may be passed on to you. 

13. Contact us 

If you have a shipping question, contact us at touch@touchaustralia.com.au, call 1300 166 282, or write to us at 4 Talavera Road, Macquarie Park NSW 2113, Australia.