Shipping policy
1. SHIPPING POLICY
Real-Time Shipping Rates
Shipping is calculated in real time at checkout based on your location and order weight. Rates are pulled directly from our carrier account to ensure accurate, fair pricing.
Fulfilment (Phase 1 – Current Model)
All orders are dispatched from Perth's clinic, where our products are prepared and packaged with care.
Delivery Timeframes
- Australia: Standard domestic delivery times
- Malaysia, Singapore, Hong Kong: 5–10 business days via international courier
Shipping Zones (Phase 1)
- Enabled: Australia, Malaysia, Singapore, Hong Kong
- Disabled: All other international destinations (until regional hubs open)
Website wording:
“Shipping is calculated in real time based on your location and order weight. All orders are dispatched from our Perth clinic via international courier. Delivery typically takes 5–10 business days depending on your region.”
2. RETURNS & REFUNDS POLICY
Due to health and safety regulations for ingestible TCM supplements, we can only accept returns under specific conditions.
We accept returns only if:
- The item arrives damaged, or
- The item received is incorrect, and
- The seal is intact
Return Process
To request a return, email us at care@theherbalpharmacy.com. We will provide a return authorisation and instructions.
Due to health and safety regulations, we can only accept returns for damaged or incorrect items. All seals must remain intact. To request a return, please email us at care@theherbalpharmacy.com and we will provide a return authorisation and instructions.
SHIPPING & FULFILMENT MODEL (FOR WEBSITE CLARITY)
Phase 1 — Current (Before KL Relocation)
All orders (Australia, Malaysia, Singapore, Hong Kong) are shipped from Perth’s clinic.
Phase 2 — Future (After KL Hub Opens)
- Australia orders → Fulfilled from Perth
- Malaysia & Singapore orders → Fulfilled from Kuala Lumpur hub
- Hong Kong orders → Fulfilled from Hong Kong hub (“The Bases” stock)
This ensures faster delivery and lower regional shipping costs.