Shipping policy

Where we ship from

All Australia and New Zealand orders are fulfilled from our Sydney, Australia warehouse, mainly. We sometimes also fulfil from our warehouse 

Parcel shipping

Australia

Ships via Australia Post or Direct Freight Express
Dispatched Within 1–2 business days (Mon–Fri, excl. public holidays)
Metro (standard) 2–3 business days from dispatch
Metro (express) 1–2 business days from dispatch
Interstate (standard) 3–6 business days from dispatch
Interstate (express) 1–3 business days from dispatch
Remote & rural   7–10 business days from dispatch
Signature required?   No a card is left for collection if you're not home (AusPost)

New Zealand

Ships via Australia Post or New Zealand Post
Dispatched Within 1–2 business days (Mon–Fri, excl. public holidays)
Standard delivery 4–7 business days from dispatch
Signature required?   No a card is left for collection if you're not home 

What ships this way: Accessories, recovery tools, cold plunge add-ons, and other portable products. If your order contains only these items, it ships parcel. For large items (XEN Sauna, Cedar Tub, Acrylic Tub) see Freight shipping below.

Freight shipping (LTL)

Australia

Ships via Toll IPEC, Allied Express, or comparable pallet carrier
Dispatched Within 3–5 business days (Mon–Fri, excl. public holidays)
Metro 3–7 business days from dispatch
Regional 7–14 business days from dispatch
Remote & rural   10–20 business days from dispatch
Delivery type   Curb-side delivery you or another adult must be present
Signature required?   Yes please see "Inspection Instructions" below before signing
Scheduling Carrier will call or email to book a 4-hour appointment window

New Zealand

Ships via Mainfreight or comparable carrier
Dispatched Within 3–5 business days (Mon–Fri, excl. public holidays)
Delivery type   Curb-side delivery you or another adult must be present
Signature required? Yes please see "Inspection Instructions" below before signing
Scheduling Carrier will call or email to book a 4-hour appointment window

What ships this way: XEN Sauna, Cedar Tub, Acrylic Tub. These items ship via crate or pallet and cannot go via standard parcel. Freight delivery works differently—please read this section before your order arrives. Freight timeframes are estimates and can vary with carrier capacity and location.

Scheduling your delivery 

  • Once your order is in transit, the freight carrier will contact you directly (usually by phone) to schedule a delivery appointment. This is typically a 4-hour window on a date that works for you. Make sure the phone number on your order is current and that you check your messages during the transit period.
  • If the carrier cannot reach you, delivery will be delayed and storage fees may apply.

Someone must be present 

  • Freight deliveries are curb-side by default. 
  • The driver will bring your item to the kerb or nearest accessible point outside your property. 
  • You or another adult must be present to accept the delivery. 
  • The driver is not obligated to assist with moving the item inside your home unless you have arranged white glove service (see below).

Access requirements 

  • Freight carriers use large commercial vehicles. Before your delivery date, confirm:
  • Your driveway or street can accommodate a full-size truck (typically 53 ft)
  • There are no low-clearance obstacles (trees, overhangs, gates) blocking access
  • The delivery area is accessible and level

If access is a concern, contact us before ordering so we can advise on carrier options. Delivery attempts to inaccessible locations may incur a redelivery fee.

IMPORTANT: Inspect your order before signing This is the most critical step for freight deliveries. Before you sign the delivery receipt or any carrier documentation:

  • Inspect the outer packaging for damage—dents, punctures, crushed corners, or broken crating.
  • If damage is visible, note it explicitly on the delivery receipt before signing (e.g. "Box crushed on right side" or "Crate damaged"). A photo is strongly recommended.
  • Do not sign "clear" or "in good condition" if you have not inspected the item. Once you sign without exceptions noted, it significantly limits your ability to file a damage claim with the carrier.

Noting damage at delivery does not mean you need to refuse the shipment. It simply preserves your ability to make a claim if the product itself is affected. We will guide you through the process.

Missed appointment 

If you miss your scheduled delivery window, the carrier will contact you to reschedule. Some carriers apply storage or redelivery fees after a missed appointment. These charges are the responsibility of the customer unless the missed delivery was caused by an error on our end.

NZ split shipment deliveries

If your order includes an Ultra X2 Chiller, your order may arrive in more than one delivery:

  • Chiller: ships from Auckland, NZ — 2–5 business days
  • All other items: ship from Sydney — 5–7 business days

You will receive separate tracking numbers for each shipment. No additional shipping charges apply.

NZ customs duties

Import duties and taxes may apply to New Zealand orders. These are the responsibility of the customer and are not included in your order total at checkout.

Tracking

  • Tracking details are sent by email once your order leaves the warehouse. 
  • Parcel orders will show carrier tracking in real time once the package is scanned.
  • Freight orders may show limited tracking updates between milestones. The most reliable update is the scheduling call from the carrier. 
  • If you have not received a scheduling call within the upper end of the estimated delivery window, contact us with your order number.
  • Allow 24–48 hours for tracking to become active. If you can't find the email, check your spam or junk folder thoroughly. If you cannot find an email, please contact support so we can resend it.

Order hasn't arrived?

  • Allow the full delivery timeframe before getting in touch. 
  • If your order hasn't arrived within 2 business days of receiving a delivery confirmation, contact us at support@getvitalplus.com with your order number. 
  • For freight orders, if you have not been contacted to schedule delivery within the delivery window, reach out to us and we will follow up with the carrier on your behalf.

Damaged on arrival?

Parcel orders

  • Contact us at support@getvitalplus.com with your order number and photos or videos of the damage. We'll support you from there.

Freight orders

  • If you noted damage on the delivery receipt at the time of signing, contact us at support@getvitalplus.com with your order number, the exact notation you made on the receipt, and photos or videos of the damage. 
  • Do not dispose of any packaging as it may be required for a carrier claim.

If damage was not noted at delivery, we will still do our best to support you but please be aware this limits the options available through the freight carrier.

Regional & Remote Destination Surcharges

Regional & Remote Destination Surcharges

 

  • Vital+ offers free standard delivery to most metro and suburban areas across Australia. Due to the size and weight of our products, deliveries to regional, rural, and remote locations may incur an additional destination surcharge charged by our freight carrier.
  • If your postcode is subject to a surcharge, this will be automatically calculated and clearly displayed at checkout before you complete your purchase — there are no hidden fees added after your order is placed.
  • Surcharge amounts vary depending on your delivery location and the product ordered. If you'd like to confirm whether your postcode attracts a surcharge prior to ordering, our team is happy to help

 

Ordering from outside the US?

We currently ship to the United Kingdom, the United States, and Australia + New Zealand. If you're based elsewhere, see Rest Of World.