Shipping Policy for DuroKleen Australia

Our Commitment to Delivering Quality Cleaning Solutions Across Australia

At DuroKleen, we understand that getting your cleaning products quickly and safely is just as important as the quality of what’s inside the bottle. As a proudly Australian-made company with manufacturing operations based in Melbourne, Victoria, we’ve built our shipping approach around making sure our antimicrobial solutions, sanitising gels, and plant-based cleaners reach you in perfect condition, wherever you are in Australia.

This shipping policy outlines everything you need to know about how we process, pack, and deliver your orders. Whether you’re ordering for your home, workplace, healthcare facility, or educational institution, we’re committed to transparent communication about delivery times, costs, and what to expect from the moment you click “purchase” to when your products arrive at your door.

Order Processing Times

When you place an order with DuroKleen, we work quickly to get your products ready for dispatch. We maintain stock levels to ensure most items are ready for swift fulfilment.

Standard Processing: Orders placed before 2:00 PM Melbourne time (AEST/AEDT) on business days (Monday to Friday) are processed the same day and dispatched within 24 hours of processing. Orders placed after this cut-off, or on weekends and public holidays, are processed on the next business day. During peak periods or promotional events, processing may take an additional 1–2 business days, and we’ll notify you if any delays are expected.

Business Days: Our warehouse operates Monday to Friday, excluding Victorian and national public holidays. Orders placed on Saturday, Sunday, or a public holiday begin processing on the next business day. For more pressing needs, email admin@durokleen.com and we will attempt to accommodate your request where possible.

Shipping Methods and Delivery Times

We offer several shipping options to meet different needs and budgets. Your available shipping methods will be displayed at checkout based on your delivery address and the items in your cart. For bulk or unique situations, we can work through bespoke solutions with you — simply email admin@durokleen.com or call our customer care line on 1300 854 890.

Standard Shipping

Our most economical option, Standard Shipping is available to all Australian addresses and typically takes 5–8 business days for delivery after dispatch to metropolitan areas, and 7–12 business days to regional and remote areas. This service uses Australia Post’s standard parcel network and includes basic tracking so you can monitor your order’s progress. Standard Shipping is ideal for customers who are planning ahead and don’t need their products urgently.

Express Shipping

For customers who need their cleaning solutions more quickly, Express Shipping delivers within 2–4 business days to most metropolitan areas and 3–5 business days to regional locations. This service includes full tracking and signature on delivery for added security. Express Shipping is not available to all postcodes — availability is confirmed at checkout.

Delivery Coverage

We ship to all Australian states and territories:

·         New South Wales

·         Victoria

·         Queensland

·         South Australia

·         Western Australia

·         Tasmania

·         Northern Territory

·         Australian Capital Territory

Remote and Regional Areas: While we deliver to every Australian state and territory, delivery times to remote and regional postcodes may be extended by 2–5 business days beyond the timeframes above, and some postcodes attract a surcharge. Any surcharge is calculated and displayed at checkout before you pay. If you’re located in a remote area and have questions about expected delivery times, please contact our team on 1300 854 890 or at admin@durokleen.com.

PO Box Deliveries: We can ship to PO Box addresses using Australia Post services. Please note that signature-required deliveries cannot be completed to a PO Box; these orders will be held at your local post office for collection. PO Box delivery is available for personal orders only — commercial orders must be sent to a street address (see Business and Commercial Deliveries below).

Shipping Costs

We believe in transparent pricing, so all shipping costs are calculated and clearly displayed at checkout before you complete your purchase. Shipping charges are shown in Australian dollars and are inclusive of GST. Remote-area surcharges, where they apply, are included in the figure shown at checkout — you will never be invoiced for additional freight after your order is placed.

Bulk and Commercial Orders: If you’re placing a large order for your business, facility, or organisation, please contact us directly at admin@durokleen.com to discuss shipping arrangements and volume discounts. Our network of accredited distributors across Australia may allow us to offer more efficient delivery options for substantial orders.

Order Tracking and Notifications

Staying informed about your order’s journey is important to us. Here’s what you can expect:

Order Confirmation: You’ll receive an email confirmation immediately after placing your order, including your order number and a summary of what you’ve purchased.

Dispatch Notification: Once your order leaves our Melbourne facility or distributor warehouse, you’ll receive a shipping confirmation email containing your tracking number and a direct link to track your parcel’s progress.

Tracking Your Order: All our shipping methods include tracking. Simply click the tracking link in your dispatch email, or visit the carrier’s website and enter your tracking number, to see updates on your parcel’s location and estimated delivery date.

Delivery Confirmation: For Express shipments requiring signature, you’ll receive confirmation once your order has been successfully delivered and signed for.

Product Handling and Packaging

Because our products are water-based, non-toxic formulations manufactured to food-grade quality standards, we take special care in packaging to ensure they arrive in perfect condition. All bottles are securely sealed and packed with protective materials to prevent damage during transit. Our packaging is designed to be environmentally responsible, aligning with our commitment to biodegradable and eco-friendly products.

Product Safety and Transport: Our formulations are water-based, non-toxic, non-flammable, and non-alcoholic. None of our products are classified as dangerous goods for transport purposes, so no air-freight restrictions or hazardous-goods surcharges apply to any order — every item in our range can travel by the fastest service available to your address.

Risk and Ownership

Risk of loss or damage to your order passes to you on delivery to the address you provide at checkout, or on collection where an order is held for pick-up. Ownership of the products passes to you once we have received payment in full. Nothing in this clause affects your rights in respect of goods lost or damaged in transit, which are dealt with under Delivery Issues and Resolution below.

Delivery Issues and Resolution

While we work with reliable shipping partners to ensure smooth deliveries, occasionally issues arise. So that we can investigate effectively with our carriers, please report problems within the timeframes below. These timeframes are the periods within which we can generally obtain a carrier investigation — they do not limit your rights under the Australian Consumer Law (see below).

Missing or Lost Packages

If your tracking information shows your order as delivered but you haven’t received it, please first check with household members, neighbours, or building management who may have accepted the delivery on your behalf, and check common delivery locations around your property. If you still cannot locate your package, contact us within 7 days of the stated delivery date at admin@durokleen.com or on 1300 854 890. We’ll investigate with our shipping partner and work to resolve the situation, either through a replacement shipment or a full refund.

Damaged Products

We inspect all orders before dispatch, but damage can occasionally occur during transit. If you receive damaged products, please contact us within 7 days of delivery with photos of the damaged items and packaging. We’ll arrange for a replacement to be sent at no additional cost, and in most cases you won’t need to return the damaged items.

Incorrect Orders

If you receive the wrong products, or items are missing from your order, please notify us within 7 days of delivery. We’ll arrange to send the correct items at no charge and provide a prepaid return label where incorrect products need to be returned.

Delayed Deliveries

If your order hasn’t arrived within the expected delivery timeframe shown in your tracking information, please contact us. We’ll investigate with our shipping partner and keep you updated. For significantly delayed orders, we’re happy to offer expedited replacement shipping at no additional cost.

Failed Deliveries and Address Errors

If a delivery cannot be completed because nobody is available to accept it, the carrier will leave a collection card or attempt redelivery in accordance with its own procedures. Where a parcel is returned to us as unclaimed, or because the delivery address supplied at checkout was incomplete or incorrect, we will contact you to arrange redelivery. Redelivery in these circumstances is charged at the applicable shipping rate.

Outer reporting period: Whatever the issue, please report it no later than 30 days after your order date. After 30 days our carriers will generally no longer accept an investigation request, which limits the remedies we can offer.

Special Delivery Instructions

During checkout, you can provide special delivery instructions to help our shipping partners deliver your order successfully. This might include:

·         Gate codes or access instructions for apartment buildings

·         Preferred safe drop locations if you won’t be home

·         Alternative contact numbers for delivery coordination

·         Business delivery requirements or loading dock information

Please note that while we pass these instructions to our shipping partners, we cannot guarantee they’ll be followed in all cases. For high-value orders, or if you have specific security concerns, we recommend choosing a shipping option with signature confirmation.

Business and Commercial Deliveries

We serve a diverse range of commercial customers including office buildings, healthcare facilities, educational institutions, and specialised industries. For business deliveries, please ensure you provide:

·         Complete business name and any relevant department information

·         Accurate street address (we cannot deliver commercial orders to a PO Box, PMB, or private mail box)

·         Business phone number for delivery coordination

·         Any specific receiving hours or loading dock instructions

Distributor Network: For large commercial orders or ongoing supply arrangements, you may benefit from working with one of our accredited distributors, who can provide specialised logistics and account management. Contact us to discuss which distributor might best serve your needs.

International Shipping

DuroKleen currently ships exclusively within Australia. We do not offer international shipping at this time, and all orders must be delivered to an Australian address. If you’re located outside Australia and interested in our products, please contact us at admin@durokleen.com to discuss potential options.

Returns and Exchanges

While this shipping policy focuses on getting products to you, we want you to know that we stand behind our products. If you’re not satisfied with your purchase, please refer to our Returns Policy or contact our customer service team. For change-of-mind returns, customers are responsible for return shipping costs unless the product is faulty or we’ve made an error with your order.

Your Rights Under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this shipping policy — including the reporting timeframes set out above — limits, excludes, or modifies those rights.

Contact Us for Shipping Questions

We’re here to help with any questions about shipping, delivery, or your order status. Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM Melbourne time (AEST/AEDT).

Phone: 1300 854 890

Email: admin@durokleen.com

Website: www.durokleen.com

When contacting us about a shipping enquiry, please have your order number ready to help us assist you more quickly.

Policy Updates

We review and update this shipping policy regularly to ensure it reflects our current practices and serves our customers’ needs. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically, especially before placing orders.

Effective date: 1 August 2026 | Last updated: 1 August 2026

DuroKleen is operated by Tinkr Pty Ltd (ABN 93 631 432 427), registered office Factory 9, 105–107 Northcorp Boulevard, Broadmeadows VIC 3047, Australia. All products are manufactured in Melbourne to GMP certified standards.