Psycle Group Shipping Policy

Thank you for choosing Psycle Group Pty Ltd, trading as Psycle Wellness.
We take great care to ensure every product arrives safely and on time. This Shipping Policy outlines how we manage delivery, timeframes, and responsibilities for all orders placed through Psycle Group and our official sales channels.

1. ORDER PROCESSING & CONFIRMATION

Once your order is placed and payment is confirmed, you’ll receive an Order Confirmation Email detailing your purchase.

If your item is in stock, it will be scheduled for dispatch within the standard lead times shown in Section 5.
If your item is made to order or on pre-order, we’ll confirm production timelines and expected delivery windows prior to shipment.

Processing Time:
Orders are typically processed within 3–5 business days of payment clearance. During peak periods, holidays, or unforeseen events, this timeframe may be extended — in which case, we’ll keep you informed promptly.

2. SHIPPING REGIONS

Domestic (Australia)

We ship Australia-wide using trusted freight carriers who specialise in large and fragile freight.
Regional and remote areas may experience longer transit times depending on carrier schedules and route availability.

International

At this time, Psycle Group only ships within Australia. For overseas enquiries, please contact hello@thepsycle.com prior to purchase.

3. DELIVERY METHODS

Depending on your order, one of the following delivery methods will apply:

1. Standard Courier Delivery

Used for smaller items such as accessories or red light panels.
Standard couriers (Australia Post, StarTrack, or Aramex) deliver Monday to Friday, during standard business hours.

2. Palletised Freight Delivery

Used for large items such as saunas, cold plunges, and chillers.
Deliveries are made to ground level only (driveway, garage, or loading area).
Freight companies do not install, unbox, or move items upstairs or inside homes unless arranged beforehand.

A person must be present to sign for delivery. If you require additional handling or special site access (e.g. stairs, gates, lifts, or tight entryways), please inform us prior to shipment. Additional charges may apply.

4. PRE-ORDERS

Some Psycle products are built to order. Placing a pre-order allows you to secure your position in the next production batch.

The standard process is:

1. $1,000 refundable deposit – Secures your place while you finalise your order.

2. 50% production deposit – Confirms your inclusion in the next manufacturing run.

3. Build and testing period – Approximately 120 days from production deposit to shipment.

4. Final balance – Due before dispatch.

We’ll provide regular progress updates and confirm shipping once your order is ready.

5. SHIPPING TIMES & LEAD TIMES

Estimated shipping and delivery timeframes are as follows:

Note: These are estimated timeframes only. Manufacturing schedules, shipping congestion, customs clearance, public holidays, or carrier delays may affect delivery dates. Psycle Group will communicate any significant changes as soon as they arise.

6. FREIGHT & SITE REQUIREMENTS

Before delivery, please ensure:

• The delivery site is flat, level, and accessible by truck or delivery vehicle.

• There is adequate space for safe unloading.

• The product will fit through all access points (doorways, gates, hallways, etc.).

If a re-delivery is required due to inaccessibility, missed appointment, or unsafe unloading conditions, a re-delivery or storage fee may apply.

7. SHIPPING COSTS

Shipping costs are calculated based on the product size, weight, and delivery location.

• Costs are displayed at checkout or quoted separately for larger freight.

• Regional or remote areas may incur additional surcharges.

Occasional free shipping promotions may apply to specific items or regions, covering standard delivery only. Any optional upgrades or non-standard delivery requests will be charged separately.

8. RECEIVING YOUR DELIVERY

Upon receiving your delivery:

• Inspect all packaging and products carefully before signing.

• Note any visible damage or missing parts on the delivery docket.

• Take photos of the condition of the goods and packaging.

If you discover damage or missing items, contact hello@thepsycle.com within 48 hours with photos and a description of the issue.
Signing for a delivery without notation may be treated as confirmation that goods arrived in good condition.

9. FAILED DELIVERIES & STORAGE

If delivery cannot be completed because:

• No one is available to accept delivery,

• The site is inaccessible, or

• The delivery conditions are unsafe,

the carrier may charge a re-delivery or storage fee, which is payable by the customer.

If goods remain undeliverable after 14 days, Psycle Group reserves the right to return or store the items until new arrangements are made.

10. DELIVERY DELAYS & UNFORESEEN CIRCUMSTANCES

While Psycle Group works closely with its carriers to maintain reliable schedules, certain factors can cause unavoidable delays.
We are not liable for delays or delivery interruptions caused by:

• Customs clearance or port congestion

• Weather events, natural disasters, or floods

• Industrial action or transportation strikes

• Supplier or manufacturing shortages

• Shipping container congestion or rerouting

• Global or regional emergencies (e.g., pandemics, political unrest)

If such an event occurs, Psycle Group will:

1. Notify affected customers as soon as practicable.

2. Provide revised estimated timelines once operations resume.

3. Continue to act in good faith to fulfil all outstanding orders.

These events are considered unforeseen circumstances and do not entitle cancellation or compensation unless required by law.

11. DAMAGES, LOSS, OR MISSING ITEMS

All shipments are fully insured until signed for.

If your item arrives damaged or appears lost in transit:

1. Contact hello@thepsycle.com within 48 hours of delivery or expected arrival.

2. Provide photos and a detailed description of the issue.

3. Psycle Group will liaise with the freight carrier to investigate and resolve the claim.

If approved, the issue will be resolved via repair, replacement, or credit at Psycle Group’s discretion.

12. ADDRESS CHANGES

If you need to change your delivery address:

• Notify us in writing before your order ships.

• Once dispatched, address changes cannot be guaranteed.

• Re-direction or re-delivery fees charged by the carrier are the customer’s responsibility.

13. FORCE MAJEURE

Psycle Group is not liable for damage, delay, or loss resulting directly or indirectly from circumstances beyond its reasonable control.
This includes, but is not limited to:
acts of God, war, acts of public enemy, civil or military authorities, accidents, fires, explosions, earthquakes, floods, weather events, strikes, labour disputes, shortages of parts or materials, transport disruptions, or any similar event beyond the Seller’s reasonable control.

If a Force Majeure event occurs, Psycle Group will make every reasonable effort to notify customers and resume fulfilment as soon as practical.

14. CANCELLATIONS & ORDER AMENDMENTS

Orders cannot be cancelled after dispatch or once production has begun for pre-ordered items.
Requests for changes or cancellations must be submitted in writing and will be assessed on a case-by-case basis.

Custom or made-to-order items (including all saunas and cold plunges) are not eligible for cancellation once production has commenced, except as required under Australian Consumer Law.

15. CONTACT DETAILS

For all shipping enquiries, tracking assistance, or delivery updates, please contact:

Psycle Group Pty Ltd
Trading as Psycle Wellness
📍 20 Belongil Crescent, Byron Bay, NSW, Australia
📞 +61 2 5017 7775
📧 hello@thepsycle.com
🌐 www.thepsycle.com