Shipping Policy

SHIPPING POLICY

GLOW X GO
Effective Date: 01.01.2026

Glow x Go is committed to ensuring your order is processed and dispatched efficiently. By placing an order with Glow x Go, you agree to the terms outlined below.

1. Processing Times

All orders are processed within 1–3 business days (excluding weekends, public holidays, and sale periods).

During promotional launches, high-volume sales, or peak seasons, processing times may extend. Customers will be notified where delays are significant.

Glow x Go is not liable for delays once parcels have been handed to the courier.

2. Shipping Methods & Delivery Timeframes

We ship via third-party courier providers. Estimated delivery timeframes are provided as a guide only and are not guaranteed.

Delivery delays caused by:

  • Courier disruptions

  • Weather events

  • Public holidays

  • Incorrect delivery information

  • Carrier operational issues

are outside of Glow x Go’s control.

3. Risk & Responsibility After Dispatch

Once an order has been dispatched and marked as collected by the courier, risk transfers to the customer.

Glow x Go is not responsible for:

  • Lost parcels in transit

  • Stolen parcels after delivery

  • Parcels marked as “Delivered” by the courier

  • Delays caused by courier services

Customers must raise lost parcel investigations directly with the courier provider using their tracking number.

Glow x Go may assist with lodging an enquiry as a courtesy but is not financially liable for courier errors.

4. Authority to Leave (ATL)

If a parcel is delivered under “Authority to Leave”:

  • Glow x Go accepts no responsibility for theft, damage, or loss once marked as delivered.

  • Customers choosing ATL do so at their own risk.

If you are concerned about parcel security, we recommend selecting delivery to a secure business address.

5. Incorrect or Incomplete Address

Customers are responsible for ensuring shipping details are correct at checkout.

Glow x Go is not liable for:

  • Orders shipped to incorrect addresses provided by the customer

  • Parcels returned to sender due to incorrect details

If a parcel is returned due to incorrect information:

  • The customer will be responsible for re-shipping costs.

  • Refunds will not include original shipping fees.

6. Lost Parcels

If tracking shows no movement for an extended period, customers must notify Glow x Go within 7 days of expected delivery.

Glow x Go will:

  • Lodge a courier investigation where applicable.

If the courier confirms the parcel is lost:

  • A replacement or store credit may be issued at Glow x Go’s discretion.

  • Refunds are not guaranteed and will be assessed case-by-case.

If tracking confirms “Delivered,” Glow x Go is not liable for replacement or refund.

7. Damaged Parcels

If your parcel arrives damaged:

  • You must notify us within 48 hours of delivery.

  • Provide clear photographs of:

    • The outer packaging

    • Internal packaging

    • Damaged product(s)

Failure to provide evidence within 48 hours may void eligibility for claim.

Glow x Go reserves the right to assess and determine outcome (replacement, store credit, or no claim).

8. Wholesale Orders

Wholesale customers acknowledge:

  • Bulk orders travel at customer risk once dispatched.

  • Any transit damage or courier delays must be addressed with the courier provider.

  • Glow x Go is not liable for business interruption or lost revenue due to shipping delays.

9. Unclaimed Parcels

If a parcel is held at a collection point and not collected:

  • It may be returned to Glow x Go.

  • Re-shipping fees will apply.

  • Original shipping fees are non-refundable.

10. International Orders (If Applicable)

Customers are responsible for:

  • Customs duties

  • Import taxes

  • Border delays

Glow x Go is not responsible for customs seizure or delays.

11. Fraud & Chargebacks

Glow x Go reserves the right to:

  • Require signature on delivery

  • Withhold dispatch if fraud is suspected

  • Dispute fraudulent chargebacks with supporting tracking documentation

Any fraudulent claims of non-delivery where tracking confirms delivery will be formally disputed.

12. Acceptance of Terms

By placing an order with Glow x Go, you confirm that you have read and agreed to this Shipping Policy.