Shipping policy


SHIPPING POLICY

Thank you for shopping with TryBiometrae. We are committed to providing a smooth and transparent delivery experience. Please read this Shipping Policy carefully to understand how and when your order will be processed, dispatched and delivered.

Order Processing Time

  • All orders are generally processed within 1–2 business days.
  • Most orders placed on a business day are processed within 24 hours.
  • Orders are not ordinarily processed or dispatched on weekends or public holidays.
  • During periods of high order volume, sales events or unexpected disruptions, processing may take slightly longer.
  • If a significant delay affects your order, we will make reasonable efforts to notify you using the contact information provided with your order.

Estimated Delivery Time

  • Once your order has been dispatched, standard delivery generally takes approximately 8–14 business days, depending on your location.
  • The estimated delivery period begins after your order has been processed and dispatched. Processing time is separate from delivery time.
  • Delivery times are estimates only and cannot be guaranteed.
  • Delivery may take longer due to your location, customs processing, carrier delays, postal conditions, severe weather, public holidays or other circumstances outside our reasonable control.

Delivery Rates

  • Any applicable delivery charges are calculated based on your location, selected delivery method and order details.
  • The total delivery charge will be displayed at checkout before you complete your payment.
  • If free delivery applies to your order, this will be clearly displayed at checkout.

Order Tracking

  • Tracking information is provided for eligible orders.
  • Once your order has been packed, dispatched and transferred to our fulfilment or delivery partner, you will receive a dispatch confirmation email containing your tracking number or tracking link.
  • It may take several business days after dispatch for tracking information to become active or display its first update.
  • You can use the provided tracking information to monitor the progress of your delivery.
  • Tracking updates are supplied by the relevant carrier. TryBiometrae does not directly control the timing or accuracy of carrier tracking scans.

International Delivery

  • TryBiometrae offers international delivery to supported destinations.
  • Product availability and delivery options may vary depending on the destination country. Available destinations will be displayed during checkout.
  • International delivery times may vary depending on the destination, local postal services, customs procedures and other circumstances outside our reasonable control.
  • International orders may be subject to customs duties, import taxes, handling fees or other government charges.
  • Unless expressly stated otherwise during checkout, customs duties, import taxes and related charges are not included in the order total and are the customer’s responsibility.
  • We are not responsible for delays caused by customs authorities or for additional charges imposed by the destination country.

Customs and Import Requirements

Customers are responsible for ensuring that products ordered from TryBiometrae can legally be imported into and used within their destination country.

Customs authorities may request additional information, identification or payment before releasing a parcel. Customers are responsible for responding to these requests within the required timeframe.

If a parcel is refused, abandoned or returned because the customer did not pay applicable customs charges or comply with local import requirements, any refund will be assessed after the parcel has been returned to us or our fulfilment partner.

Where permitted by law, any non-recoverable delivery, return, customs or handling costs may be deducted from the refund.

Incorrect or Incomplete Delivery Addresses

Customers are responsible for providing an accurate and complete delivery address when placing an order.

Please carefully check your:

  • Full name.
  • Street address and house or unit number.
  • Suburb or city.
  • State or territory.
  • Postcode.
  • Country.
  • Phone number and email address.

If you notice an error in your delivery information, contact us immediately at support@trybiometrae.com.

We will make reasonable efforts to update your details, but we cannot guarantee that changes can be made after your order has entered processing or been dispatched.

We are not responsible for delivery failures or losses resulting from an incorrect or incomplete address supplied by the customer, except where applicable law provides otherwise.

Failed Deliveries and Missed Parcels

  • If nobody is available to receive your parcel, the carrier may leave it in a safe place, attempt delivery again or redirect it to a local collection point.
  • The parcel may be held at a collection point for a limited period, which is commonly up to seven days but may vary depending on the carrier and destination.
  • It is the customer’s responsibility to monitor tracking updates and collect the parcel within the timeframe specified by the carrier.
  • If the parcel is not collected, it may be returned to one of our fulfilment facilities.
  • If delivery fails because of an incorrect or incomplete address, recipient unavailability, refusal of delivery or failure to collect the parcel, we may charge a redelivery fee of A$8 or the actual redelivery cost, whichever is higher, where permitted by applicable law.
  • If the carrier or fulfilment provider charges additional return, storage, customs, handling or product-related costs, these costs may also be deducted from any discretionary refund or charged before redelivery, where permitted by law.
  • Additional charges will not apply where the failed delivery was caused by an error made by TryBiometrae or where charging them would conflict with your rights under applicable consumer law.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

  1. Check around your property and any designated safe locations.
  2. Ask other members of your household.
  3. Check with neighbours, building reception or property management.
  4. Contact the delivery carrier using your tracking number.
  5. Contact us at support@trybiometrae.com if the parcel still cannot be located.

We may open an investigation with the carrier. Refund or replacement eligibility will be assessed after the investigation is completed and in accordance with applicable law.

Lost or Delayed Parcels

If your parcel has not arrived within the estimated delivery timeframe, please contact us at support@trybiometrae.com.

We may ask you to provide your:

  • Full name.
  • Order number.
  • Delivery address.
  • Tracking number.

We will review the tracking information and, where appropriate, open an investigation with the delivery carrier.

A parcel is not automatically considered lost solely because it has exceeded the estimated delivery timeframe. Its status will be determined based on tracking information and the outcome of the carrier’s investigation.

If the parcel is confirmed as lost, we will provide an appropriate remedy in accordance with applicable law.

Damaged Parcels

Please inspect your parcel as soon as it arrives.

If your parcel or product arrives damaged, contact us promptly at support@trybiometrae.com and include:

  • Your full name.
  • Your order number.
  • A description of the damage.
  • Clear photographs of the damaged product.
  • Photographs of the outer packaging and delivery label.

Please retain the product and all original packaging until we have assessed your claim.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any right, guarantee or remedy available under the Australian Consumer Law or other applicable legislation that cannot lawfully be excluded, restricted or modified.

Where a delivery issue results from a product being faulty, damaged, incorrectly supplied or otherwise failing to meet an applicable consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.

Contact Us

If you have questions or concerns about your order, tracking information or delivery, please contact:

TryBiometrae — operated by Avyra Commerce LLC
155 E. Boardwalk Drive
Colorado, United States
Phone: +1 (570) 609-3565
Email: support@trybiometrae.com
Website: https://trybiometrae.com

We appreciate your patience and understanding. Processing and delivery timeframes are estimates and may be affected by circumstances outside our reasonable control.