Shipping policy

Shipping Policy

Last updated: October 22, 2026

1. Shipping Services

1GRP partners with major international shipping companies such as FedEx, SF Express, DHL, UPS, and EMS. These companies may work with local delivery providers to ship your order directly to your door.

We proudly offer flat-rate worldwide shipping to supported destinations displayed at checkout.

2. Payment Verification

You will be charged when your order is placed.

All payments are subject to verification and approval before shipping. Verification may take several Business Days.

To help prevent payment fraud, orders containing incorrect billing information or requiring additional verification may be delayed or cancelled.

If an order is cancelled after payment has been collected, the applicable refund will be issued to the original payment method.

3. Order Processing

We generally require between two and five Business Days to process and fulfil your order before transferring it to the shipping provider’s sorting facility.

Some orders may require additional processing time, particularly:

  • During major holidays;

  • During promotional periods;

  • When an order contains a popular Product experiencing availability issues;

  • When additional payment or identity verification is required; or

  • When circumstances outside our reasonable control affect fulfilment.

In these circumstances, processing may take up to 10 Business Days.

Once an order has entered processing through our shipping department, we may be unable to make changes to it, including changes to the delivery address.

Orders will be shipped to the delivery address submitted at checkout.

We process and ship orders on Business Days. We do not normally process or ship orders on Saturdays, Sundays, or public holidays.

Once your order has shipped, you will receive a shipping-confirmation email.

4. Orders Containing Multiple Products

If an order contains multiple Products, the Products may be shipped separately.

Separate parcels may arrive on different dates because Products may be dispatched from different manufacturing, fulfilment, or distribution locations.

Where available, tracking information will be provided for each separate parcel.

5. Order Tracking

All orders are processed with tracking numbers where tracking is available for the selected shipping service and destination.

You will receive an email containing your tracking number after your order has been dispatched to the shipping provider’s sorting facility.

For some shipping providers, tracking information may take several Business Days to appear or update in the carrier’s system.

If your order was dispatched more than five Business Days ago and the tracking information has not updated, contact us at info@1grpwellcare.com

6. Estimated Delivery Times

Shipping times vary depending on the destination, selected shipping service, customs procedures, local delivery provider, and circumstances outside our reasonable control.

Unless expressly stated otherwise, delivery dates are estimates and are not guaranteed.

Location Estimated shipping time
Australia 3–7 Business Days
Canada 4–7 Business Days
Malaysia 2–4 Business Days
Singapore 2–4 Business Days
New Zealand 4–7 Business Days
United States 2–4 Business Days
Europe 4–7 Business Days
Mexico, Central America, and South America 4–7 Business Days

The estimated shipping times above are measured in Business Days and do not include the two-to-five-Business-Day processing period.

While we will use reasonable efforts to deliver your order within the estimated timeframe, delays may occur because of:

  • Postal or customs-clearance procedures;

  • Public holidays;

  • Severe weather;

  • Natural disasters;

  • Labour disputes or industrial action;

  • Protests or civil disturbances;

  • Carrier disruptions;

  • Border restrictions;

  • Government actions; or

  • Other circumstances outside our reasonable control.

These circumstances may cause delivery to take longer than the original estimate.

Nothing in this section limits any mandatory delivery right or remedy available under applicable consumer law.

7. Duties, Taxes, and Customs Fees

International shipments may be subject to import taxes, duties, tariffs, customs-clearance fees, or other charges imposed by the destination country.

Unless these charges are expressly included and collected at checkout, they are the responsibility of the recipient.

1GRP does not control these charges and cannot predict the amount that may be imposed.

Customs requirements and policies vary by country. If you have questions about possible charges, contact your local customs authority before placing an order.

If a shipment is refused and returned to us, the customer may be responsible for applicable import charges, return-shipping costs, and other reasonable costs resulting from the refusal, to the extent permitted by law.

Any refund for a refused shipment will be handled in accordance with our Refund and Money-Back Guarantee Policy and applicable law.

8. Delayed, Lost, Stolen, or Damaged Packages

If tracking information does not show delivery by the estimated delivery date, contact info@1grpwellcare.com so that we can investigate with the shipping provider.

If tracking information states that a package was delivered but you cannot locate it, you should:

  1. Check the delivery address and surrounding area;

  2. Check with household members, neighbours, reception, or building management;

  3. Review any delivery photograph or carrier notice; and

  4. Contact us as soon as reasonably possible.

To help us investigate delivery issues, customers should contact us within five Calendar Days of the recorded delivery date.

We may require your reasonable cooperation with a shipping-provider investigation or ask you to provide photographs, video, delivery information, or other relevant evidence.

If your package arrives damaged, contact us as soon as reasonably possible and provide:

  • Your order number;

  • A description of the damage;

  • Photographs or video showing the Product and damage;

  • Photographs of the internal and external packaging; and

  • A photograph of the shipping label.

We may use the timestamp information shown through the tracking link and the shipping provider’s delivery confirmation when reviewing a missing, damage, return, replacement, or refund request.

1GRP is not responsible for loss, theft, damage, or delay caused entirely by circumstances outside our reasonable control, except where applicable law provides otherwise.

Nothing in this section excludes or limits any mandatory consumer guarantee, delivery right, refund right, or other remedy that cannot legally be excluded or limited.

Approved claims will be handled in accordance with our Refund and Money-Back Guarantee Policy and applicable law.

9. Incorrect Delivery Addresses

Customers are responsible for checking that the delivery address entered at checkout is correct and complete before submitting an order.

We begin processing orders promptly and may be unable to change an address after an order has been placed.

If you notice an address error, contact info@1grpwellcare.com immediately. We will attempt to assist, but we cannot guarantee that the address can be changed.

Once an order has entered processing or has been transferred to a shipping provider, we may be unable to retrieve it or redirect it to another address.

If an order is returned because of an incorrect or incomplete address, refusal to accept delivery, or failure to collect the shipment, the customer may be responsible for reasonable return and redelivery costs to the extent permitted by law.

10. Changes to This Shipping Policy

We may update this Shipping Policy to reflect changes to our shipping practices, delivery providers, supported destinations, or applicable laws.

The version published when an order is placed will generally apply to that order unless applicable law requires otherwise.

11. Contact Us

For questions about shipping, tracking, or delivery, contact:

info@1grpwellcare.com