We keep you informed
Once you’ve placed an order, you will receive an Order Processing email to confirm your order details. Your order will then be transferred to our fulfilment service and upon shipping; you will receive a Shipment Notification email with carrier and tracking information.
Tracking your order
You can track the status of your order via the link provided with the Shipment Notification email, 24 hours a day, 7 days a week. On the tracking page you can see estimated dispatch and delivery times and track your delivery.
The ‘Delivers’ timeframe is an estimate of when the item will be delivered to your shipping address after it ships. All estimates are based on business days.
When can I expect my order?
Your order will be shipped from our warehouse on the next business day following order placement. Once your order has been handed over to the carrier for delivery, you will receive a Shipment Notification email with an estimated delivery date. This is automatically calculated based on distance from the warehouse location to your address. Delivery will take 2-5 business days. All delivery lead times are estimates only. Non-metropolitan areas in some countries may experience a longer delivery timeframe.
What time will my order be delivered?
All orders are delivered within standard business hours. Our carriers are unable to provide an exact time of delivery. Our carriers cannot make a call prior to delivery.
Can I have my order delivered to an address other than my home?
Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.
For your convenience, you may prefer to have your order delivered to an alternative address such as your office address. If you choose this option, please include the name of your business. Please note, if you choose this option, goods may be left with Reception or the Mail Room.
Signature on delivery
For orders within Australia, deliveries may be left in a place deemed secure by the courier if no one is available to accept the package. Signature on delivery is not required. For all orders outside of Australia, a signature is required for delivery. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address. Please note, if you choose this option, goods may be left with Reception or the Mail Room. Delivery to a PO Box, AFPO, PMB or Locked Bag is not permitted for security reasons.
Import duties and taxes
We will reimburse our customers if they are charged any import taxes and duties. Please contact support with a copy of the charges and proof of payment.
I need to change my shipping address.
If you have not yet received your shipment notification you can amend your details by contacting [email protected]. If your order is already in transit, please inform the courier of the change. The Courier Name is outlined in the Shipment Notification email.
I will not be home on the scheduled delivery date.
For all international customers our carriers require a signature on delivery, the carrier will leave a calling card if you are not at home. You can then contact the carrier directly to schedule a new delivery appointment or alternatively amend your delivery address. Deliveries made within Australia may be left in a place deemed secure by the courier if no one is available to accept the package.
What happens if my delivery goes missing or is damaged?
In case of any problems with your delivery, we will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have already received your order and find that it is damaged, please write to [email protected].
Returns and Refunds
Our Returns and Refund policy is applicable to all consumers in all countries. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
60 Day Money Back Guarantee
Our 60 day money back guarantee is available to all consumers in all countries. This offer is not available to businesses. Under Australian Consumer Law we are not required to provide a refund or replacement if you change your mind. However, we will accept return of an item within 60 calendar days of the purchase date.
You must contact us prior to returning your item. For a return to be accepted and refund issued, the item must be:
- received within calendar 60 days of the initial transaction date
- undamaged and clean
- returned with all of its original components and packaging
If accepted, your refund will be processed the first business day of the month that follows the day your item is received at our headquarters. We will refund the purchase price minus the postage cost.
Please note, if you return the item you will be responsible for any costs or liability associated with the return of that item.
You can initiate a return online once your Re-Timer(s) have been shipped and invoiced. Write to [email protected].
Your refund will be issued after we receive your item/s. The way your refund is processed depends on your original payment method.
Credit card refunds will be sent to the card-issuing bank the first business day of the month that follows the day your item is received. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
For PayPal payments, your account will be credited if the package is received within 60 days from purchase date. Otherwise, we will contact you to arrange an alternate refund method. Your refund will be processed the first business day of the month that follows the day your item is received by Re-Time Pty Ltd.
Incorrect or Damaged Items
If your Re-Timer was damaged during shipping, please write to [email protected]
Problems with Your Product
If you’re having trouble with your new Re-Timer, please write to suppor[email protected]
Collection of Information
To deliver physical product to you we require the minimum information requested by the third party courier companies we use. This information will be passed to that courier company to complete delivery of your order. This information will include: name, address, phone number and email address (to receive a tracking link). Most parcels are sent with the courier company DHL.
Correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email. Any information collected by Re-Time Pty Ltd is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.
Use of Collection Information
Any details collected from Re-Time Pty Ltd customers are required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.
Sleep Data: Personal sleep data will not be shared with any third party. The only exception to this might be sharing aggregated data (de-personalised) with Flinders University for academic research purposes (non-commercial). This is important as it allows researchers to improve the body of knowledge.
Email: We may use your email address to send you a direct email. We will never sell your email address. We will never transfer your email address to any third party, other than the courier company to provide a tracking link for your order or if required by a court of law.
You may request us to inform you and/or provide you with all your personal data. You may request us at anytime to delete all your personal data. This can be achieved by contacting: [email protected]
Storage of Collected Information
The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.
We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
Access to Collected Information
If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at [email protected].
If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your order(s). If we have trouble processing an order, we will use this information to contact you.
Re-Time Pty Ltd uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at [email protected] You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.
Re-Time Pty Ltd will pass the minimum personal data required to our courier to complete delivery of physical product and to our credit card processor to process your financial transaction.
Sleep data may be shared in aggregate (de-personalised form) with Flinders University for research purposes.
No other third parties, other than those listed above, will ever be given access to any of your personal information.
We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.
Links on the Re-Time Pty Ltd site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of re-timer.com.
Re-Time Pty Ltd uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments:
- Payments are fully automated with an immediate response
- Your complete credit card number cannot be viewed by Re-Time Pty Ltd or any outside party
- All transactions are performed under 128 Bit SSL Certificate
- All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.
- eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Re-Time Pty Ltd.
This product is covered under the Manufacturer’s Warranty for 12 (twelve) months from date of purchase subject to the terms and conditions contained herein. As a first step, please contact us to see if you are entitled to claim the warranty by emailing us at: [email protected] with a description of the product defect and your contact details.
If we confirm in a return email that your product is eligible for replacement or repair, please send the product to one of our offices. We have 4 offices located throughout the world. Please visit out contact us page to find the nearest location for you: www.re-timer.com/contactus
Our goods come with guarantees that cannot be excluded under the Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
This warranty does NOT cover: Damage due to alterations, accident, misuse, neglect, fire, thunderstorm activity, use on an incorrect voltage, voltage supply problems, power surges and dips, abuse, tampering or repair by unauthorised persons, use of defective or incompatible accessories, build-up of dirt or dust, liquid spillage, exposure to moisture or abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product, damage or loss incurred during, associated with or related to transit, any loss or damage arising from loss of use, loss of profits or revenue or for any indirect or consequential loss or damage or any product with an altered or removed serial number.
Owner responsibilities: The owner will use the product in accordance with the operating instructions at: www.re-timer.com. The owner must have proof of purchase to validate warranty claims.
You assume any risk of lost, theft or damaged goods during transit; therefore advise you take out shipment registration of insurance with your postal carrier. Re-Time Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.
Re-Timer is not classified as a medical device outside of the UK, EU and Australia. In jurisdictions outside of Australia, UK and the EU, it has not been evaluated by any regulatory authority, does not treat, or claim to treat, any disease or diagnosed medical condition.
The information on this website is not a recommendation for treatment. We cannot say who should use Re-Timer, who may benefit from it, or take responsibility for any effects, which may result from the use of the device.
The information provided on this site is for informational purposes only and is not intended as a substitute for advice from your health care professional or any information contained on or in any product label or packaging. You should not use the information on this site for diagnosis or treatment of any health problem or for prescription of any treatment.
We strongly recommend that anyone who is suffering from a sleep disorder consult a qualified health professional. If you have any medical problems, you should discuss this with a health care professional.