Shipping policy
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 fulfillment.
Standard Processing: Orders placed before 2:00 PM AEST on business days (Monday through Friday) are processed on the same day, aiming to dispatch within 24 hours of processing. Orders placed after this cut-off time or on weekends and public holidays will be 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 Australian public holidays. Orders placed on Saturday, Sunday, or public holidays will begin processing on the next business day. For more pressing needs, email admin@durokleen.com and will attempt to accommodate 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 us at admin@durokleen.com or call our customer care line at 1300 854 890.
Australian Domestic Shipping – East Coast
Our most economical option, Standard Shipping is available to all metropolitan Australian addresses and typically takes 5-8 business days for delivery after dispatch. This service generally 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.
Delivery Coverage
We ship to all Australian states and territories, including:
- New South Wales
- Victoria
- Queensland
- South Australia
- Western Australia
- Tasmania
- Northern Territory
- Australian Capital Territory
Remote and Regional Areas: While we deliver to all Australian states, please note that delivery times to remote and regional postcodes may be extended by 2-5 additional business days beyond our standard timeframes or require unique pricing. If you’re located in a remote area and have questions about expected delivery times, or are having issues in the ordering process, please contact our team at 1300 854 890 or admin@durokleen.com.
PO Box Deliveries: We can ship to PO Box addresses using Australia Post services. However, please note that signature-required deliveries cannot be completed to PO Boxes, and these orders will be held at your local post office for collection.
Shipping Costs
We believe in transparent pricing, so all shipping costs are clearly displayed at checkout before you complete your purchase.
Bulk and Commercial Orders: If you’re placing a large order for your business, facility, or organization, please contact us directly at admin@durokleen.com to discuss potential shipping arrangements and volume discounts. Our extensive 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 capabilities. Simply click the tracking link in your dispatch email or visit the carrier’s website and enter your tracking number. You’ll be able to see real-time updates on your parcel’s location and estimated delivery date.
Delivery Confirmation: For Express and Priority Overnight 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.
Delivery Issues and Resolution
While we work with reliable shipping partners to ensure smooth deliveries, occasionally issues can arise. Here’s how we handle common delivery problems:
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. Also 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 call 1300 854 890. We’ll immediately investigate with our shipping partner and work to resolve the situation, either through a replacement shipment or 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 48 hours of delivery with photos of the damaged items and packaging. We’ll arrange for a replacement to be sent at no additional cost, and you won’t need to return the damaged items in most cases.
Incorrect Orders
If you receive the wrong products or are missing items from your order, please notify us within 7 days of delivery. We’ll arrange to send the correct items immediately at no charge and provide a prepaid return label if you’ve received incorrect products.
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 on the status. For significantly delayed orders, we’re happy to offer expedited replacement shipping at no additional cost.
Important: Please report any delivery issues within 30 days of your order date. After this period, we may not be able to investigate or provide resolution.
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 specialized industries. For business deliveries, please ensure you provide:
- Complete business name and any relevant department information
- Accurate street address (we cannot deliver to PMB or private mail boxes for commercial orders)
- 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 specialized logistics and account management. Contact us to discuss which distributor might best serve your needs.
International Shipping
Currently, DuroKleen ships exclusively within Australia. We do not offer international shipping at this time. All orders must be delivered to Australian addresses. 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.
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 through Friday, 9:00 AM to 5:00 PM AEST.
Phone: 1300 854 890
Email: admin@durokleen.com
Website: www.durokleen.com
When contacting us about a shipping inquiry, 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.
Last Updated: July 27, 2026
DuroKleen is operated by Tinkr Pty Ltd (ABN 936 314 324 27), with our registered office at Factory 9, 105-107 Northcorp Boulevard, Broadmeadows, 3047, VIC, Australia. All products are manufactured in Melbourne to GMP standards.