FAQs - Customer Service

Frequently Asked Questions

ABOUT ZEA

Where does the name 'Zea' come from?

The name ‘Zea’ is derived from the name ‘Kunzea’ - the signature ingredient in our natural product range. The plant is a member of the Myrtaceae (Myrtle) family and flourishes in the pristine wilderness of North-East Tasmania.

Where is the Zea Team located?

Zea is a 100% Australian family run and owned business. All Zea products are proudly Made in Australia.

As for our team, we run remotely and have staff and family members all over Australia - From Launceston to the Sunshine Coast. Here are our various offices throughout the country:

National/QLD Head Office - Shop 209/87 Griffith St, Coolangatta QLD 4225

VIC Head Office - Mount Waverley, VIC 3149

TAS Head Office - Beauty Point, TAS 7250

NSW Head Office - Tweed Heads West, NSW 2485

If you have any questions, you can contact us via support@zearelief.com or call 1300 736 894 

The item I would like to buy is out of stock. How long will it take to come back in stock?

There will be times that our products will be out of stock, on most occasions these will be back in stock within 30 days of your order. You can sign up on the product pages to receive an email when a product is out of stock, and you will be the first to be notified when it is restocked!

If you would like an idea of how long the wait will be, please email us at support@zearelief.com

Are your products stocked in any stores?

Our Zea Relief Products are stocked in various stores throughout Australia (and growing!). You can search our Store Locator map to see if there are any Zea Relief stockists close to you: https://www.zearelief.com/pages/store-locator

Zea Products sell out fast! Call first, to ensure they have products in stock - as there is no substitute for our natural, Australian Made products.

PAYMENT + SHIPPING

Shipping Costs and Delivery Times

Australia or New Zealand orders ship from our Melbourne warehouse

  • $8.50 flat-rate ($15 express)

  • Free over $100

  • 2-5 day delivery

Rest of World orders ship from our Melbourne warehouse

  • $15 flat-rate

  • Free over $100

  • 5-10 day delivery

Will I receive a tracking number?

All registered post orders are shipped with full door-to-door tracking.* If your order has been in transit for more than 15 business days, please send us an email at support@zearelief.com and we will have our courier company investigate the whereabouts of your parcel.

How long is the processing time?

We strive to ship all orders next business day. In extreme circumstances where our demand is too high to dispatch within 1 business day, we will ship them as fast as possible. 

I haven't received my Zea order, what should I do?

Please check the tracking link that you should have received via email. If there is limited information there may just be a postal service or customs delay. If your order has not arrived within 10 business days and the tracking information is unclear, please email us at support@zearelief.com and we will provide you with an update of your order and assist where possible.

What methods of payment do you accept?

AMEX, VISA, MasterCard, ShopPay, PayPal, AfterPay, Zip pay, POLi Payments 

RETURNS

I have received my Zea order and the products are damaged, what should I do?

Although we do our best to keep your products safe and protected during their journey to you, on the rare occasion an order may arrive with damaged or faulty products. If you have received damaged products please email us at support@zearelief.com and we will organise a replacement for you.*

Can I return my purchased items if I change my mind?

If you are not satisfied with the product you are using from the Australian Kunzea Range and have used the product for 2 weeks according to the application guidelines for purposes outlined on the label, please contact us.

The Money Back Guarantee is valid for purchases within Australia and only applies to products purchased online from Australian Kunzea Pty Ltd or from an authorised stockist.

The claim for a refund must be made within 30 days of the purchase date. Refund does not include any postage charges you may have incurred when purchasing or returning the product.

Can I update my delivery address after placing my order?

Unfortunately, we cannot change your delivery address after placing your order. This is because your order information is immediately sent to our warehouse where they will prepare your order for dispatch. If your delivery address is wrong, we suggest you try the two options below.

  1. Contact your national postal service and quote your tracking parcel ID. Some carriers will let you request a delivery redirect.

  2. Contact the resident at the address you placed during checkout.

If you are unable to complete the above two options or the delivery address you listed doesn't exist, we will contact you should your parcel be returned to us. To have your order then shipped back out to you, you must pay a redelivery fee. 

Can I update, edit or cancel my order?

We cannot update, edit or cancel any order once you have completed checkout.

What can I do if my order has been returned to you?

In the occasion your order has been returned to us, we will investigate the reason and get back in contact with you with a solution. 

WHOLESALE

Do you offer wholesale?

We certainly! If you have a physical store or an allied health practice, please email wholesale@zearelief.com and we can send you through a price list right away.