Shipping policy

Overview

At Apex Recovery Co., we aim to provide clear, reliable and transparent delivery information for all orders.

We supply premium recovery equipment, including ice baths, cold plunge products, infrared saunas and recovery accessories. Some products may be shipped directly from our suppliers, distributors or fulfilment partners.

This Shipping Policy explains how shipping works, estimated delivery timeframes, freight requirements and what to expect after placing an order.

Shipping Locations

We currently ship within Australia only.

Delivery is available to most metro, regional and remote areas across Australia. However, some large, bulky or heavy items may have delivery restrictions depending on the product type, supplier location and freight carrier availability.

If we are unable to deliver to your location, we will contact you as soon as possible.

Order Processing Times

Once your order is placed, we will begin processing it as soon as possible.

Most orders are processed within:

1–3 business days

Processing times may vary depending on:

• supplier stock availability;
• product type;
• payment clearance;
• order volume;
• freight booking requirements;
• public holidays; or
• supplier dispatch schedules.

For large items such as infrared saunas, cold plunge systems or ice bath chillers, processing may take longer due to freight preparation and handling requirements.

Estimated Delivery Timeframes

Delivery timeframes vary depending on your location, product type and supplier.

As a general guide:

Location	Estimated Delivery Time
Metro areas	3–10 business days
Regional areas	7–14 business days
Remote areas	10–21 business days
Bulky freight items	7–21 business days

These timeframes are estimates only and are not guaranteed.

Delays may occur due to courier schedules, supplier dispatch times, weather events, public holidays, road closures, peak periods or circumstances outside our control.

Supplier Direct Fulfilment

Some products sold by Apex Recovery Co. may be shipped directly from our suppliers, manufacturers, distributors or fulfilment partners.

This means:

1. You place an order with Apex Recovery Co.
2. We process and confirm the order.
3. The supplier or fulfilment partner dispatches the product.
4. Tracking details are provided once available.
5. Your order is delivered to your nominated address.

Apex Recovery Co. remains your point of contact for customer service unless otherwise advised.

Shipping Costs

Shipping costs may vary depending on:

• product size;
• product weight;
• delivery address;
• freight carrier;
• supplier location;
• bulky item handling;
• regional or remote delivery requirements.

Shipping charges will be displayed at checkout where available.

For some large, bulky or remote-area deliveries, additional freight charges may apply. If this occurs, we will contact you before finalising your order.

Bulky Item Delivery

Some Apex Recovery Co. products are large, heavy or require special freight handling. This may include:

• infrared saunas;
• hard-shell ice baths;
• cold plunge systems;
• water chillers;
• large recovery bundles;
• commercial recovery equipment.

For bulky items, delivery may be made by freight carrier rather than standard courier.

You may be required to:

• be available to accept delivery;
• provide a suitable delivery address;
• ensure clear access for the delivery vehicle;
• assist with safe access to the property;
• arrange additional help to move the item after delivery;
• inspect the goods on arrival.

Delivery is generally to the front of the property, driveway, loading area or nearest safe access point unless otherwise stated.

Freight carriers may not carry large items upstairs, through narrow access points, into rooms, or complete installation unless this service has been arranged separately.

Delivery Access Requirements

Before placing an order for large or bulky items, please ensure your delivery address has suitable access.

You should consider:

• driveway access;
• stairs;
• elevators;
• narrow pathways;
• steep blocks;
• gated properties;
• apartment buildings;
• unit complexes;
• restricted parking;
• low-clearance areas;
• whether additional people are needed to move the product safely.

If delivery cannot be completed due to access issues, missed delivery or incorrect information, additional redelivery or freight fees may apply.

Incorrect Delivery Information

Please ensure your shipping details are correct before placing your order.

Apex Recovery Co. is not responsible for delays, failed deliveries or additional costs caused by incorrect or incomplete delivery information.

This includes incorrect:

• name;
• phone number;
• email address;
• street address;
• suburb;
• postcode;
• business name;
• unit number;
• access instructions.

If you notice an error after placing your order, please contact us immediately at:

hello@apexrecovery.au

We will do our best to update the details before dispatch, but changes may not be possible once the order has been processed or shipped.

Tracking Information

Once your order has been dispatched, we will provide tracking details where available.

Tracking information may be sent by:

• Apex Recovery Co.;
• the supplier;
• the courier;
• the freight company.

Please allow time for tracking links to update after dispatch.

For bulky freight items, tracking may not update as frequently as standard courier parcels.

Delivery Delays

While we aim to provide accurate delivery estimates, delays may occur.

Apex Recovery Co. is not responsible for delays caused by:

• courier or freight carrier delays;
• supplier dispatch delays;
• incorrect shipping information;
• weather events;
• natural disasters;
• road closures;
• peak delivery periods;
• public holidays;
• remote area freight limitations;
• circumstances outside our reasonable control.

If your order is delayed, please contact us and we will assist by following up with the relevant supplier or freight provider.

Missed Deliveries and Redelivery Fees

If you are not available to receive your order, the courier or freight company may leave a delivery notice, contact you directly or return the item to a depot.

Additional fees may apply for:

• redelivery;
• storage;
• failed delivery attempts;
• address changes after dispatch;
• return to sender;
• special delivery arrangements.

These fees may be passed on to the customer where applicable.

Damaged Items During Delivery

Please inspect your order as soon as it arrives.

If your item arrives damaged, please contact us within 48 hours of delivery at:

hello@apexrecovery.au

Please include:

• your order number;
• photos of the damaged item;
• photos of the packaging;
• photos of any visible courier/freight damage;
• a brief description of the issue.

Do not dispose of the item or packaging until we have reviewed the matter, as the supplier or freight provider may require evidence for assessment.

We will work with the supplier, manufacturer or freight provider to help resolve the issue.

Lost or Missing Orders

If your order appears lost or has not arrived within the expected timeframe, please contact us at: hello@apexrecovery.au

We will follow up with the relevant supplier, courier or freight company.

Please note that investigations may take time, particularly for bulky freight items.

Authority to Leave

Some couriers may offer authority to leave options.

If you choose authority to leave, you accept responsibility for the item once it has been marked as delivered.

Apex Recovery Co. is not responsible for theft, damage or loss after an item has been delivered under an authority to leave instruction.

For high-value or bulky items, we recommend that someone is available to receive the delivery.

Installation

Unless clearly stated on the product page, delivery does not include installation, assembly, electrical work, plumbing work or setup.

Some products, including infrared saunas and powered recovery equipment, may require:

• assembly;
• appropriate electrical connection;
• suitable ventilation;
• safe flooring;
• adequate space;
• professional installation or advice.

You are responsible for ensuring that the product is suitable for your property and intended use before purchasing.

Pre-Orders and Backorders

Some products may be available for pre-order or backorder.

If a product is on pre-order or backorder, estimated dispatch timeframes will be provided where possible.

These timeframes are estimates only and may change due to supplier, manufacturing or freight delays.

If there is a significant delay, we will contact you with an update.

Split Shipments

If your order includes multiple items, they may be shipped separately.

This may occur where:

• items come from different suppliers;
• items are stored in different locations;
• one item is ready before another;
• bulky items require separate freight.

You may receive more than one tracking number.

Contact Us

If you have any questions about shipping or delivery, please contact us:

Apex Recovery Co.
Email: hello@apexrecovery.au
Website: apexrecovery.au