Shipping policy

THRIVE SHIPPING POLICY

Effective Date: January 13, 2026
Last Updated: January 13, 2026

OVERVIEW

At THRIVE Cycling (operated by LK Technologies ACN 667084899), we're committed to getting your products to you quickly and safely. This shipping policy outlines our shipping practices, timelines, and what you can expect when ordering from thrivecycling.io.

SECTION 1 - SHIPPING RATES

1.1 Free Standard Shipping

  • All orders receive FREE standard shipping within Australia
  • No minimum purchase required
  • Free shipping applies to all THRIVE products including HELIOS Smart Ring, Cliq Smart Light, Farina Smart Light, and accessories

1.2 International Shipping

  • International shipping rates calculated at checkout based on destination
  • Rates vary by location and package weight
  • Customs duties and import taxes are the responsibility of the customer
  • International orders may be subject to additional customs processing time

SECTION 2 - PROCESSING TIME

2.1 Standard Orders (In-Stock Products)

  • Processing time: 1-2 business days from order placement
  • Orders placed on weekends or public holidays will be processed on the next business day
  • You will receive an order confirmation email immediately after purchase
  • You will receive a shipping confirmation email with tracking number within 48 hours of order placement

2.2 Pre-Orders (HELIOS Smart Ring & Limited Releases)

  • HELIOS Smart Ring Pre-Orders: Estimated to ship mid-July 2026 (estimate only, not a guaranteed date)
  • Pre-order customers receive sizing kit 2-3 weeks before final product ships
  • Shipping confirmation sent when your order leaves our warehouse
  • See Sections 21-34 of our Terms of Service for complete pre-order terms

2.3 Custom or Made-to-Order Items

  • Processing times vary and will be communicated at time of purchase
  • Estimated delivery date provided on product page and order confirmation

SECTION 3 - SHIPPING METHODS & DELIVERY TIME

3.1 Australian Domestic Shipping

All orders are shipped from our warehouse in Australia via trusted carriers including:

Standard Shipping (FREE):

  • Carrier: Australia Post, Express Post, and other trusted carriers
  • Delivery time: 4-5 business days after shipment notification
  • Tracking provided
  • No signature required (unless high-value item)

Express Shipping (Optional Upgrade):

  • Carrier: Express Post and premium carriers
  • Delivery time: 2-3 business days after shipment
  • Tracking provided
  • Signature may be required
  • Pricing calculated at checkout

3.2 International Shipping

Delivery times vary by destination:

  • New Zealand: 7-10 business days
  • United States: 10-15 business days
  • United Kingdom & Europe: 12-18 business days
  • Asia: 8-14 business days
  • Other regions: 15-25 business days

Delivery times are estimates and may be affected by customs processing, local holidays, or carrier delays.

SECTION 4 - TRACKING YOUR ORDER

4.1 Tracking Information

  • Tracking number automatically sent to your email within 48 hours of order placement
  • Tracking numbers provided for both standard and express shipping
  • Track your order via carrier website using provided tracking number

4.2 Where to Find Tracking

  1. Email: Check the shipping confirmation email sent to your order email address
  2. Spam folder: If you don't see the email, check your spam/junk folder
  3. Account: Log into your account at thrivecycling.io (if applicable)
  4. Contact us: Email info@thrivecycling.io with your order number

4.3 Tracking Updates

  • Tracking typically updates within 24 hours of shipment
  • Some regional carriers may have delayed tracking updates
  • If tracking hasn't updated after 48 hours, contact us at info@thrivecycling.io

SECTION 5 - SHIPPING ADDRESSES

5.1 Address Accuracy

  • You are responsible for providing accurate and complete shipping address
  • Double-check your address before completing purchase
  • We cannot modify address after order is shipped

5.2 Address Changes

Before shipment:

  • Contact info@thrivecycling.io immediately with your order number
  • We will update address if order hasn't shipped yet

After shipment:

  • Contact the carrier directly using your tracking number
  • Carrier may charge fees for address redirects
  • THRIVE is not responsible for address changes after shipment

5.3 Undeliverable Addresses

If your package is returned to us due to:

  • Incorrect or incomplete address
  • Refusal of delivery
  • Failure to collect from post office

Then:

  • Original shipping cost is non-refundable (though most orders have free shipping)
  • Reshipping fee will apply if you want order re-sent
  • You may request refund minus any incurred shipping costs

SECTION 6 - PO BOXES & SPECIAL DELIVERY LOCATIONS

6.1 PO Boxes

  • We ship to PO Boxes within Australia
  • Some carriers may not deliver large packages to PO Boxes
  • If applicable, we'll contact you for alternative delivery address

6.2 Business Addresses

  • Please include business name and any relevant unit/suite numbers
  • Indicate "Business Address" in delivery instructions
  • Some carriers require signature for business deliveries

6.3 Remote or Rural Locations

  • Additional delivery time may apply for remote areas
  • Standard delivery time + 1-3 additional business days
  • Carrier will make best effort to deliver to remote locations

SECTION 7 - DELIVERY ISSUES

7.1 Package Not Received

If tracking shows delivered but you haven't received your package:

  1. Check surroundings: Look around your property, with neighbors, or in mailbox
  2. Contact us within 5 business days: Email info@thrivecycling.io with order number and tracking
  3. Investigation: We'll open investigation with carrier
  4. Resolution: Based on investigation results, we'll provide replacement or refund

7.2 Damaged During Shipping

If your package arrives damaged:

  1. Photograph damage: Take clear photos of package and product damage
  2. Contact us within 48 hours: Email info@thrivecycling.io with photos and order number
  3. Do not discard packaging: Keep all packaging materials
  4. Resolution: We'll provide immediate replacement or full refund (see Returns Policy)

7.3 Delayed Shipments

If your order is significantly delayed beyond estimated delivery:

  1. Check tracking: Verify current status
  2. Contact us: Email info@thrivecycling.io with order number
  3. Investigation: We'll contact carrier and provide update
  4. Options: We'll offer alternative solutions if delay is excessive

SECTION 8 - INTERNATIONAL SHIPPING DETAILS

8.1 Customs and Duties

  • International orders may be subject to import duties, taxes, and customs fees
  • These fees are the responsibility of the customer
  • THRIVE has no control over these fees
  • Customs processing may add 3-10 business days to delivery time
  • Refusal of customs fees may result in return to sender

8.2 Customs Declarations

  • All packages declared accurately with actual product value
  • We do not mark packages as "gift" or undervalue items
  • Customs documentation must comply with international trade laws

8.3 Prohibited Destinations

  • We cannot ship to countries under trade restrictions or embargoes
  • Checkout will indicate if shipping to your location is unavailable

SECTION 9 - ORDER TRACKING & UPDATES

9.1 Email Notifications

You will receive emails at each stage:

  1. Order Confirmation: Immediately after purchase
  2. Order Processing: When your order is being prepared (within 1-2 days)
  3. Shipped: When your order leaves our warehouse (with tracking number)
  4. Out for Delivery: When carrier is delivering (carrier-dependent)
  5. Delivered: Confirmation of successful delivery

9.2 Communication Preferences

  • Ensure info@thrivecycling.io is in your contacts
  • Check spam folder if you don't receive expected emails
  • Update email address before order ships if needed

SECTION 10 - MULTIPLE ITEMS & SPLIT SHIPMENTS

10.1 Multiple Items in One Order

  • We attempt to ship all items together when possible
  • Some items may ship separately if stored in different warehouse locations
  • You'll receive separate tracking numbers for split shipments
  • No additional shipping cost for split shipments

10.2 Pre-Order + In-Stock Items

If your order contains both pre-order and in-stock items:

Option 1 (Default): All items ship together when pre-order is available Option 2: Request separate shipment of in-stock items by contacting info@thrivecycling.io

SECTION 11 - SHIPPING INSURANCE

11.1 Coverage

  • All shipments are automatically covered for loss or damage during transit
  • No additional insurance fee required
  • THRIVE handles all claims with carriers on your behalf

11.2 High-Value Orders

  • Orders over $500 AUD may require signature confirmation
  • Adult signature may be required (age 18+)
  • If no one available to sign, carrier will leave notice for collection

SECTION 12 - HOLIDAYS & PEAK PERIODS

12.1 Holiday Shipping

During major holidays and peak periods:

  • Processing time may extend to 2-3 business days
  • Carrier delays may occur
  • We'll notify customers of extended timelines via email and website banner

12.2 Major Holidays Affecting Shipping

  • Christmas/New Year period
  • Easter
  • Australian public holidays
  • Other regional holidays where warehouse is closed

SECTION 13 - CONTACT & SUPPORT

13.1 24/7 Concierge Support

For shipping-related queries:

Email: info@thrivecycling.io
Subject Line: "Shipping Inquiry - [Order Number]"
Response Time: Within 24 hours

Website Chat: Available 24/7 via thrivecycling.io

Support Hours: Monday - Friday, 9:00 AM - 6:00 PM AEST
After-hours: Automated responses and email support available 24/7

13.2 What to Include When Contacting Us

  • Order number
  • Tracking number (if applicable)
  • Detailed description of your shipping issue
  • Photos (if package damage)
  • Preferred resolution

SECTION 14 - RETURNS & EXCHANGES

For information about returning shipped products, please see our comprehensive [Returns & Refund Policy].

Quick Reference:

  • 30-day money-back guarantee on all products
  • Return shipping costs are customer responsibility (unless product defective)
  • Contact info@thrivecycling.io to initiate return

SECTION 15 - FORCE MAJEURE

15.1 Events Beyond Our Control

THRIVE is not liable for shipping delays caused by:

  • Natural disasters (floods, fires, earthquakes)
  • Extreme weather conditions
  • Pandemics or public health emergencies
  • Strikes or labor disputes (carrier or postal service)
  • Government restrictions or regulations
  • Carrier operational issues or capacity constraints

15.2 Our Response

In the event of force majeure delays:

  • We'll communicate updates via email
  • We'll work with carriers to expedite delivery when possible
  • Extended delivery times will not be grounds for order cancellation after shipment

SECTION 16 - POLICY MODIFICATIONS

THRIVE reserves the right to modify this shipping policy at any time. Changes will not affect orders already placed. Your shipment is governed by the policy in effect at the time of your order.

SAVE OR PRINT THIS POLICY FOR YOUR RECORDS

Shipping Policy Version: 1.0 (January 13, 2026)

ยฉ 2026 THRIVE Cycling. All rights reserved.

THRIVEโ„ข, HELIOSโ„ข, THRIVE AIโ„ข, Cliqโ„ข, and Farinaโ„ข are trademarks of THRIVE Cycling.
Operated by LK Technologies ACN 667084899