Additional Delivery Information

Important – international orders

Please note some international orders may be subject to additional shipping fees or customs charges. These fees are controlled by each country’s internal shipping agent and are outside the control of ION GUT. Please note that the recipient of the parcel is responsible for paying any customs charges.

Additionally it is solely the responsibility of the buyer to ensure the products they are purchasing are permitted for entrance into their country.

ION GUT accepts no liability for any orders confiscated due to unauthorised purchases and cannot refund any costs incurred or refund the order.

You place the order with us on the understanding that the address and country you have provided can accept the ordered goods.

Refusal to pay duty and forcing the shipment to be returned to sender will incur charges that will be liable to the customer. If refusal results in the package being destroyed by customs, no refund will be made.

Public Holidays

We cannot dispatch or deliver on a public holiday. In this instance please expect your dispatch or delivery on the next working day.
You can find our Public Holiday Dates on our ‘Contact Us’ Page.

Do you deliver to PO Box addresses?

Unfortunately, we can’t to ship to PO Box addresses for security reasons.

Do you deliver to hotels?

We accept orders with a hotel as the delivery address however, we will ensure a fully tracked signature delivery service is used and we will not be held responsible for any successful delivery to a hotel that is not received by the hotel guest.

Selected shipping method

We reserve the right to amend the shipping method chosen to give your order the added security of a signature. If you specifically request we send an order without a signature, you agree to waive your right to a replacement or refund if the parcel is lost.  This also applies if you specify a “safeplace” and tracking indicates successful delivery.

Special note regarding probiotics

We ship perishable goods such as probiotics on ice and take great care to store them correctly refrigerated at our warehouse.  Please note, each product listing for probiotics contains further information on the stability of the strains during transit and beyond.

Damaged in transit

If your order arrives and it is clearly damaged, if it is possible to sign for the delivery as damaged, please do so as this speeds up the claim process.
Please take photos of both the exterior and then the subsequent damaged items as without these, we cannot offer a refund or replacement. All damages must be reported within 48 hours of receipt by email or phone. Please do not open the damaged product until you have been in communication with us.

If your order has arrived but there is an item missing and no note from us stating that another parcel is to follow, please contact us within 48 hours and retain the original packaging in case there has been an instance of theft by the courier or delivery service. Failure to notify us by email or phone within 48 hours may invalidate any replacement or refund.

If you have received an incorrect item, please notify us within 48 hours of receipt and do not open the supplement.