Help Center

Update as of 02/12/2024

Due to the ongoing price increases with Postal and Courier services, there is significant pressure on businesses for some time now. Unfortunately, some states (including Northern Territories, Western Australia, Tasmania) & Rural Areas (classified by Australia Post and other courier services) we can No longer provide free shipping for orders over 5kg (physical or cubic weight), this includes Priority Post requests.

Orders over 5kg in physical or cubic weight delivering to above mentioned areas will be subject to a surcharge. We will contact you to advise of any additional shipping costs and you have the option to pay the additional charges or cancel the order and receive a full refund.

Please see below  table if your Postcode maybe excluded from free shipping for orders over 5kg.

It is very difficult to make the above decision and we do appreciate your understanding.

FREE SHIPPING is available on orders over $135.00
* Free shipping excludes oversized/overweight orders that are over 5kg (cubic/actual weight).
Free shipping promo also Excludes WA, TAS, NT, Rural and Regional areas deemed by Australia Post (from Sydney Metro).

It is automatically applied to your order at the checkout. Regular shipping is a flat rate of $9.95 on all other orders.

Priority Post is available for parcels under 5kg (physical/cubic weight), please select at checkout to see rates. If your parcel is over 5kg, we will contact you to provide additional charges and you have the option to pay the additional charges or cancel the order and receive a full refund.

IMPORTANT SHIPPING UPDATE (26/09/2022)

Due to the significant increases in postage shipping and handling, our Primary postage service will be with Australia Post in most circumstances. Couriers Please/Fastway/Alternate courier services will be used in some regional, remote areas including WA & NT. Where parcels are over 5kg (in actual/cubic weight), we will use alternate couriers if available.Priority Post is available, please select at checkout to see rates. Please note that Priority Post is not available to Remote areas or orders that are over 5kg. You will be refunded the Priority Post fees in the event we are unable to accommodate the request.

We will continue to pick/pack and send out your parcels as we have been (within 1-2 business days), however you may experience delays in receiving your parcel. Rest assure that our courier partners are working around the clock to deliver your parcel in light of the significant increase in online ordering.

We thank you you for your patience and support during these times, and wish the speed of delivery will return to exceeding your expectations once again.

Unfortunately, we cannot deliver to PO boxes. 

Please provide a physical street address for delivery.

We currently do not ship parcels outside of Australia.

We will consider in the future shipping outside of Australia, so staying tuned.

IMPORTANT SHIPPING UPDATE (01/09/2021)

Currently our courier partners (Australia Post, Couriers Please and TNT) are experiencing significant parcels/orders during current lockdowns and Covid-19 related restrictions.
We will continue to pick/pack and send out your parcels as we have been (within 1-2 business days), however you may experience delays in receiving your parcel.
Rest assure that our courier partners are working around the clock to deliver your parcel in light of the significant increase in online ordering.

We thank you you for your patience and support during these restrictions, and wish the speed of delivery will return to exceeding your expectations once again.

We ship all Keto Direct parcels out of Sydney. Please find below estimated delivery lead times for your parcel to arrive once picked up by our courier company (add 2 additional business day for packaging/handling).

Note the dates are a close estimate and do not factor in outside influences such as delays from our courier company or environmental factors in transportation.

Keto Direct is not liable for any uncollected or returned orders/parcels. In the event your order is returned to us and is of no fault from Keto Direct, you will be liable for additional shipping and handling costs. Keto Direct will not offer refund or exchange for uncollected or returned orders/parcels.

IMPORTANT!

Please contact us on ketodirect@gmail.com within 24 hours from receiving your parcel should there be an issue with your order (e.g. missing/damaged items). We will not process refunds or offer exchanges/replacement for notifications outside the 24 hour window. Proof of damage or lost items will be required in order to process a claim.

Please note that we DO NOT currently ship to overseas.

Yes! (with minor exceptions*) 

When the parcel is picked up from Keto Direct, you will be emailed/SMS a delivery estimate and a tracking link.
Once your package has been delivered we will then notify you again (if you have authorized to leave package without being present).
*For Sydney Metro Customers - From time to time, we may have private contractors that will hand deliver your parcel (with your permission of course!), this can mean in some cases you will have same day delivery!

At Keto Direct we understand Chocolates are simply amazing!

But in some cases during extreme weather there are inherent risks when shipping Chocolate products.

We will contact you if the weather is forecast to be extreme at your address and determine if you wish to hold off delivery for another day.

We advise that you will also be present to collect your parcel on the intended delivery day so that it will not be left or returned to a hot environment. It is advised that chocolates purchased be store in a cool environment.

KETO DIRECT DOES NOT ACCEPT LIABILITY FOR MELTED CHOCOLATE ON DELIVERY.

Please let us know via our Contact Us tab the item you want, quantity and your contact details.

Once stock arrives you will be notified and have first opportunity to place your order.

IMPORTANT!

Please contact us on ketodirect@gmail.com within 24 hours from receiving your parcel should there be an issue with your order (e.g. missing/damaged items). We will not process refunds or offer exchanges/replacement for notifications outside the 24 hour window. Proof of damage or lost items will be required in order to process a claim.

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product. Keto Direct will not issue a refund or replacement if you’ve just changed your mind. 

If your refund is approved, it will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days.

Please ensure that your name, phone number, email address and postal address are entered correctly when checking out. Keto Direct is not responsible for packages that go missing due to incorrect details, and no refunds will be issued.

CLAIMS MUST BE DONE WITHIN 24 HOURS OF RECEIVING ITEMS.

We only refund/replace/exchange items if they are defective or damaged. If a product has not arrived intact or is missing, please email us at ketodirect@gmail.com straight away, and provide clear photographs of the damaged item. We will do our best to rectify the situation, but unfortunately, if a product has been damaged, it will have been damaged in transit. We will notify you of the approval or rejection of your exchange or refund.If approved, you will be offered a FULL REFUND of the item(s) affected.. OR If you would like an EXCHANGE/REPLACEMENT then DELIVERY COSTS WILL BE AT YOUR (CUSTOMER'S) EXPENSE.

For any orders that are Returned To Sender, that is the Courier/Postal service has unsuccessfully attempted to delivery your parcel (no fault of theirs), a re-delivery fee of $9.95 + handling fee (20% of total purchase price) will apply. This is applicable for any orders that is cancelled by you (purchaser) as a result of non-delivery.

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. Should your item be damaged please see Claims process. Please note that we will only look at claims lodged within 24 hours of recieving goods.

Hi,There has been individuals that have contacted us regarding "Keto Diet Pills" or a "Subscription" service they have.

We are aware that they may be a fraudulent website or social media ads that either sell you diet pills or keep you under a subscription service. We would like to confirm that, here at KETO DIRECT, we DO NOT sell Keto Diet Pills or have a subscription service that deducts funds from you on a monthly basis.We sell Keto and Low carb products for those who are looking to start or maintain a Keto/Low carb lifestyle.

PLEASE DO NOT SEND ITEMS TO US, THEY WILL BE REFUSED OR THROWN OUT.It would be best to keep the items and receipts of payments and contact ACCC to make a report. Contact your bank to stop direct debits that you believe are not authorised.

Your understanding is appreciated.

Keto Direct