FAQ

How can we help?

If you have any questions, feedback, or want to know about recipes, usage or how to care for your product, please fill in the form at the top of this page. We’ll aim to respond within 24 hours.

Shipping

Goods are dispatched from the USA via UPS Ground. Shipping costs will be displayed during the checkout process along with any applicable local taxes for orders being delivered within the USA. For orders being delivered outside of the USA, taxes, duties and fees may be levied by your local authorities and are entirely the purchaser’s responsibility. At time of dispatch, we will send you a Shipping Confirmation email including your tracking information. Our processing and dispatch process starts from the moment we get credit card or PayPal authorisation and verification. Once the order is accepted and the stock is available, we aim to process and dispatch your order within 1-2 business days, Monday through Friday.

Tracking My Order

At time of dispatch, your freight service provider will email you so you can track your package. We work closely with our shipping partner to minimize the potential impact of delays through customs for our international customers.

Refunds & Exchanges

Making a return or exchange for a product purchased from welleco.com is easy. Just make sure you send your unopened product(s) back to us within 28 days of receiving your order together with a copy of your order confirmation. Please notify us of your intention to return by using the contact form at the top of this page to ensure it is processed in a timely manner. Please note shipping a return is at your own cost and we are unable to refund your original order’s shipping cost. Customs duties and sales taxes are non-refundable through WelleCo. However, you may be able to recover these by contacting your local customs bureau directly.

When can I expect my refund?

Refunds will be processed once the return has been received and processed at the respective warehouse. Notifying us of your return prior will ensure we are watching out for your return so it can be processed as efficiently as possible. Refunds are processed back to the method of payment used when placing your original order (either PayPal or Credit Card). PayPal refunds are instantaneous, while credit card refunds can take up to 2 weeks from processing to be visible on your credit card statement, depending on your financial institution. Once processed, you will receive an email notification.

Can I change or cancel my order?

Please ensure your order is correct prior to placing as we are limited in our ability to make changes to orders once they have been submitted. Our customer service team will do their best to accommodate any changes however please be aware this is not always possible. Please fill in the form at the top of this page and we will aim to respond within 48 hours, Monday through Friday.

Product availability

We always try to make sure our products are in stock and ready to deliver to you. However, some products may be more popular than others. If we do not have stock when you place your order, you will receive an email advising of estimated dispatch dates.

Ordering items on back-order

You can order and pay for products in advance, and we will deliver them to you when we replenish our stock. We understand you may not wish to wait that long, in which case you can cancel the order before it is fulfilled. We’ll happily refund you the order amount. Please fill in the form at the top of this page and we will aim to respond within 24 hours, Monday through Friday.

Pricing & Payments

Prices on welleco.com are quoted in USD and exclude tax. If USA taxes are applicable this will be displayed during the checkout process. For customers located outside the USA, local taxes and duties may be applicable prior to delivery.

WelleCo accepts Visa, Mastercard, American Express, Diners, JCB and Discover. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to welleco.com. For all purchases outside Australia, while the prices on the website are quoted in US Dollars and British Pounds, the final payment will be converted to your local currency on your credit card statement. WelleCo provides no advice regarding customs charges, duties or other taxes and strongly encourages you to source this information prior to purchase. All prices are subject to change without notice.

Privacy

You provide personal information to us when you register for an account, sign up for our email newsletter, contact us or place an order online. We do not store or keep your credit card information at Welle Pty Ltd.

Online orders

You provide address and financial information whenever you place an order including delivery and payment details. Welle Pty Ltd does not store any details of your credit card information.

Credit Card Information Storage

Welle Pty Ltd uses Stripe for its online credit card transactions. Stripe is a leading provider of payment solutions whose software, systems and procedures have been assessed and certified to PCI Data Security Standards. Through Stripe, Welle Pty Ltd does not have access to your card number as this credit card payment is secured by Stripe. Credit card information is encrypted and stored in a system completely isolated from Stripe. At no time is unencrypted card data stored on disk either inside Stripe's system or in the card storage system. Internally, card information is referenced only through the use of a token. The token is not derived from card information in any way. Visit the Stripe website for more information on online credit card payments.

What can I return or exchange?

We accept returns and exchanges for unused, sealed products that are in re-saleable condition. As our products are ingestible, we are unable to accept returns of opened products or used Hydrator Bottles.

Can I return products purchased somewhere other than welleco.com?

We are unable to accept returns or exchanges for products other than those purchased directly from us at welleco.com. If you purchased your WelleCo products from a department store, specialty retailer, other online store or elsewhere, please process your return with the original company of purchase.