FREQUENTLY ASKED QUESTIONS

It is the customers responsability to choose their shipping method wisely. It is highly recommended that express post is selected for all orders as online tracking will be available via the Australia Post website and compensation for loss or damage to the parcel up the value of $50 can be granted (paid by Australia Post).

Outside Australia orders

Air Mail - 3 to 21 business days
Express Post International - 3 to 7 business days (Recommended)
Express Courier International - 2 to 4 business days (Recommended)

Shipping rates are calculated automatically from the Australia Post website and are based on the orders weight.

What are my payment options?

We can accept the following payment methods. Visa, MasterCard, PayPal, Direct Deposit, Money Order (AUD funds only)

To pay via Direct Deposit or Money Order, during our secure checkout process select 'Other' as your payment option. Money Orders should be made payable to "Whiter Smile" and a print out copy of your invoice included in your envelope. Once complete, please send to:

Whiter Smile
PO BOX 168
Marleston SA 5033

Our Direct Deposit details will be shown during checkout. If you need our bank details again, they are available by request by mailing customer service at admin@whitersmile.com.au.

How long does it take to receive my order?

Most orders in Australia are sent within 2 to 4 business days. On some occasions delays may be experienced and shipment may be delayed. To ensure product quality, we make sure all gel (dependant on product) is sent fresh from the factory. Because of this we ask that you allow up to a total of 10 days for delivery from the time you place your order.

How do I know if my order has shipped?

As soon as your order has been shipped, we'll email you shipping confirmation. The email address you provide during checkout is the one we use for any order updates.

How do I track my order?

Tracking is only available for orders sent via Express Post and can be tracked via the Australia Post website by entering in your specific parcels barcode number. If you require your tracking number please contact customer support at admin@whitersmile.com.au. Include your order number and full name associated with your order and a customer support representative will assist you within one business day.

What happens if I don't get my order when I expected to receive it?

If your parcel has not arrived within the estimated time frame, do not worry because it could just mean there has been a delay in Australia Post being able to deliver it. Because of this, please allow a couple more days for delivery just in case that is the situation. If your parcel still has not arrived after another couple of days, please visit / phone your local post office to see if they have your parcel. Just provide them with your name and say that you have been waiting on a package that has not arrived and if they could check if they have it – more than likely it will be there!

In the unlikely event that that parcel is still nowhere to be seen, we can help track its location as long as it was sent via Express Post, and will make sure that you receive your order as quickly as possible. For orders sent via Regular Post, because online tracking is not available, unfortunately it is not possible for us to track its whereabouts. Please refer to our Lost Parcels Policy for more information.

What happens when a product is out of stock?

AWe do our best to make sure we keep all items in stock, but cannot always predict when an item will become highly sought after or when a shipment to our warehouse will be delayed. When an item becomes out of stock, it will either be unavailable to purchase through our store, or may be able to purchase through backorder if the new stock is expected to arrive soon. In rare instances a product may be sold which is already out of stock, then an email will be sent immediately to the customer about their order.

What if I have a problem with my order?

AWe make every effort to ensure that your order is correct and arrives in excellent condition. If you do find a problem, please contact us immediately via email at admin@whitersmile.com.au. Include your order number and full name associated with your order and a customer support representative will assist you within one business day.

When you receive your order, please inspect the item for any damage that may have occurred during shipping. If the product has been damaged or broken during shipment, please email us to receive instructions on how to obtain a replacement. Please make sure you keep all boxes, packaging materials, and damaged items for inspection.

What is your refund policy?

Due to the nature of our products results vary greatly person to person depending on the type of conditions or stains the users has. It may take a number of months to completely rid tough stains and therefore we are not able to refund purchases unless the product is defective. Please refer to our Returns Policy for more information