Shipping policy

Free Standard Shipping

  • We offer free standard shipping on all orders over $70 USD and offer a 100% delivery guarantee – subject to provision of correct delivery address details at checkout. If your order does not arrive within 14 days of the expected timeframe1 for your region2, we will re-ship your order at no additional cost conditional on all delivery, item and purchasing information provided by you/the customer is correct.
  • For Australian Customers: Please note that the GST amount is not to be used to calculate the Free Shipping threshold value applying at any given point of time. Free Shipping value relates only to the GST exclusive order value.

Domestic Shipping (Australia)1

  • Standard Shipping: Our current preferred shipper is Sendle for domestic orders within Australia. Orders typically arrive within 3-5 business days. Deliveries to regional or remote areas may take longer.
  • Express Shipping: An Express delivery option can be purchased during checkout to receive your order usually within 1-3 business days.
  • Post Office Boxes and Parcel Lockers: Australia Post is our preferred carrier for deliveries to Post Office Boxes and Parcel Lockers.

International Shipping

  • Primary Carrier: We partner with Australia Post for international shipping to most destinations, ensuring reliable and trackable delivery service.
  • Express Options: Paid for Express shipping to international customers where available, offers expedited delivery with full tracking service.
  • Treatment Kit-Only Orders: Orders that only consist of the “Essential” Novoglan Non-Surgical Phimosis Treatment kit, will be shipped directly from our facilities in either USA or Canada to ensure faster delivery to your location. All other Novoglan products or bundles, will be shipped from our international centre in Sydney, Australia.

UK and Republic of Ireland Customers

  • Distributor Shipped: Novoglan brand is exclusively distributed in the UK and the Republic of Ireland by iMEDicare Limited. Refer to mypelvichealth.co.uk.

Germany & Austria

  • Distributor Shipped: Novoglan brand is distributed in Germany and Austria by VerityLifecare. Refer to veritylifecare.de

Nordic Region

  • Distributor Shipped: Novoglan brand is distributed in Sweden, Denmark, Finland and Norway by Uronordic. Refer to uronordic.com

Australia Post International Delivery Times 2 Based on pick-up time of order

Region Standard Delivery Express Delivery
New Zealand 5-10 business days 3-5 business days
Asia Pacific 10-15 business days 5-7 business days
North America 10-15 business days 5-7 business days
Europe 12-20 business days 7-10 business days
Rest of the World 14-25 business days 10-15 business days

 

Discreet Packaging

Your privacy is important to us. All orders are shipped in plain, unmarked packaging, with no reference to the Novoglan brand as the sender.

Shipping Policy (Schedule 1)

  1. Order Processing and Shipping
    • You will receive a confirmation email with order tracking information once your order has been dispatched.
    • Shipping times vary depending on the destination country. Please check the published transit times for your region.
    • It is the customer's responsibility to ensure the correct delivery details including specific address location are provided at checkout and order completion. A "Shipping Fee for Incorrect Address" of AUD$30 will apply for incorrectly addressed orders that require re-handling or re-shipping — this fee will apply to all incorrectly addressed orders, regardless of having qualified for free-standard shipping.
  2. Customs, Duties, and Taxes
    • International Orders: Your order may be subject to import duties, taxes, and fees once it reaches your country's customs department. These charges vary by country and are not included in the purchase price or shipping fees.
    • Responsibility: The purchaser is fully responsible for any additional charges imposed by local customs, including but not limited to import duties, taxes, and fees. It is the responsibility of the purchaser to be aware of their country’s customs regulations and to ensure that they are prepared to cover any potential costs.
  3. Customs Clearance
    • Purchaser’s Responsibility: Once the parcel reaches your local customs department, it is the purchaser’s responsibility to arrange for the release of the parcel. This may involve paying any necessary duties, taxes, or fees, and providing any required documentation.
    • Delays: We are not responsible for delays caused by customs clearance processes. Any issues related to customs clearance should be resolved directly between the purchaser and the local customs authorities.
    • Non-Delivery: If the purchaser fails to arrange for the release of the parcel from customs, and the parcel is returned to us, the purchaser will be responsible for any return shipping costs and may be subject to a restocking fee.
    • Refunds and Returns: Please see our full refunds and returns policy.
  4. Contact Us