All orders are processed daily, Monday through Friday, and will be dispatched from our warehouse 1-2 business days AFTER the order has been placed (noting that it may take the warehouse staff a few days to pick and pack your orders)
The warehouse and logistics facility we use is located in Western Sydney.
Throughout August and September, in the lead up to R U OK?Day, we are often inundated with orders, please be patient whilst we process these extra orders - dispatch from the warehouse may take an additional day. With this in mind, we encourage you to order well in advance of your R U OK?Day activities, especially if you are located in a rural or remote area.
Please check below for estimated delivery times, once your order has left our warehouse.
During our busiest times (August & September), please DO NOT enter a PO Box delivery address, as we often use a courier service which cannot deliver to a post box. Outside of these months, delivery is via Australia Post. A tracking number will be emailed to you as soon as your order has LEFT our warehouse.
If you require a bulk order, with the value being over $500, we can facilitate an invoice, with a strict 30 day payment term. A manual handling charge of $9.50 will be charged per order (per delivery) for this option. Please email merchandise@ruok.org.au for further information on invoicing.
Estimated Delivery Times
Once the order has been dispatched from our warehouse, please factor in the approximate delivery times
- 2 days to Sydney
- 3 days to Brisbane & Melbourne
- 4 days to Adelaide & regional NSW, VIC, QLD
- 5 days to Hobart & Launceston
- 7 days to Perth, Darwin, FNQ & regional SA
- 10 days to regional TAS & WA
- 10-15 days to regional NT
(NOTE: warehouse picking and packing may take up to 1- 2 days)
For all other queries relating to merchandise (including bulk order of our mateship manuals), please email merchandise@ruok.org.au.
Due to the high volume of inquiries we receive, we will try to answer your queries within 1 business day.
We do offer free resources, guides and posters. To download and print visit www.ruok.org.au/every-day-resources
Returns Policy
R U OK? does not provide refunds or exchanges on any of its products unless they are faulty or unsuitable for use as described.
Shipping Locations
We can only ship to Australian addresses at this time. Please email merchandise@ruok.org.au for any international inquiries. International freight needs to be manually calculated along with customs declaration forms.
Shipping Costs
All orders will be charged a freight cost, based on weight, destination and cubic metre. This is calculated in the shopping cart. If you wish to check the cost of shipping before you buy, please click on estimate shipping costs within the cart. Whilst we offer our guides and pamphlets for free, postage costs will still need to be charged - If you would like a bulk quantity of our free resources, please email merchandise@ruok.org.au
All orders will attract a one off handling fee of $6.11 which covers the cost of processing your order through a 3rd party outsourced warehousing facility
Partial Shipping
If some items in your order are not yet in stock, the whole order will be held back until all items are available, as we cannot manage partial shipments. If the out of stock item will not be replenished then a customer service representative from R U OK? will email you to advise and we will credit you with this component of your order.
Tracking Your Purchase
If you need to check the status of your order, simply login to your account, view the order using the "Complete Orders" link under the My Account menu. The following status option may apply:
- Awaiting Fulfilment - This is still to be packed and has not yet been shipped from the warehouse
- Shipped - The order is on it's way to you & will have a tracking ID allocated - confirmation and tracking number will be emailed to you
- Cancelled - For some reason this order has been cancelled, please get in touch with us if this is the case - merchandise@ruok.org.au
During August and September all orders are sent via courier - authorised to leave without signature (if a safe place is available)
If you are not at the delivery address to accept the shipment, and there is no safe to leave the parcel, a calling card will be left. You can then either:
- Call your Star-track courier service as per the calling card (Mon-Fri business hours) to re-arrange re-delivery
OR - Collect your parcel the next business day from your local Post Office or Australia Post retail outlet. Please ensure you take photo ID. Please collect your parcel or respond within five working days, as the parcel will be returned to our warehouse if it remains uncollected.
All orders will have a tracking number which will be emailed to you once the parcel has left our warehouse - please track your orders here https://auspost.com.au/mypost/track/#/search
Disclaimer
R U OK? Ltd (hereafter ‘R U OK?’) attempts to be accurate in its product descriptions. However, R U OK? does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free.
R U OK? reserves the right, at our sole discretion, to limit the quantity of items purchased per person, per household or per order. These restrictions may be applicable to orders placed by the same account and also to orders that use the same billing and/or shipping address. We will provide notification to the customer should such limits be applied.