Shipping, Customs & Duties

HeroReader™ Red Light Reading Lamp

The price you see at checkout is the price you pay.

Free shipping worldwide on orders over $100, and we ship delivered duty paid - so import duties and taxes are handled at our end, before your parcel reaches your border. Nothing arrives with a bill attached.

Woman standing beside a red light panel while wearing protective glasses

The one-line version

Orders over $100 ship free anywhere we deliver, and almost everything we sell arrives with import duties and taxes already paid (we let you know beforehand if we can't do this for you, and offer you a refund should you choose to cancel your order then).

Where we ship

We ship worldwide delivered duty-paid (DDP) to most countries.

If your country isn't listed below, get in touch - we can almost always arrange it.

Countries we have already shipped to include:

  • Australia
  • Belgium
  • Brazil
  • Canada
  • China
  • Cyprus
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hong Kong
  • India
  • Ireland
  • Israel
  • Italy
  • Japan
  • Kuwait
  • Malaysia
  • Netherlands
  • New Zealand
  • Norway
  • Pakistan
  • Russia
  • Saudi Arabia
  • Singapore
  • Slovakia
  • Spain
  • Sweden
  • Switzerland
  • Thailand
  • Turkey
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States

What DDP actually means

DDP stands for Delivered Duty Paid. It means we pay the import charges before your parcel reaches your country's border, rather than the courier collecting them from you. No one asks you for money on delivery.

Woman lying in bed wearing the HeroSleep Soothe sleep mask

What shipping costs

  • Over $100: free, anywhere we deliver.
  • Under $100: a flat $15.

Very occasionally a destination makes free shipping impossible for logistics reasons. If that happens to your order we'll email you with the options, or refund you in full.

Who pays duties and taxes

Short answer: we do. Almost everywhere, on almost everything.

Import duty is the thing that turns a good price into a bad surprise, so we ship delivered duty paid as standard. Duties and taxes are settled before your parcel reaches you. Nobody knocks on your door asking for money.

Where you areWhat you pay on arrival

Australia

Nothing. Duties and taxes are included on every item.

United States

Nothing. Duties and tariffs are calculated and pre-paid at checkout.

Canada, the UK, the EU, Switzerland, UAE, New Zealand and most other countries

Nothing on almost everything we sell - panels, stands, masks, belts, hats, blue light blocking glasses, reading lamps, nightlights and the rest.

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Rare exceptions exist: A small number of route and product combinations sit outside our duty-paid arrangements, usually because a carrier doesn't offer the service on that lane. It is genuinely uncommon. If your order turns out to be one of them, we will tell you before we ship and you can choose between going ahead, changing your order, or cancelling for a full refund.

How long it takes

Panels leave on a fixed schedule because they are freighted differently to everything else.

What you orderedDispatchedTracking arrivesDelivery, AustraliaDelivery, international

Panels and stands

Tuesdays and Thursdays

About 2 days after dispatch

7-14 business days

7-14 business days

Everything else

Within 1-3 days

1-3 business days after dispatch

3-5 days

8-15 days

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We ship with Australia Post, Fedex, DHL, UPS, and a network of other carriers. If we are out of local stock of a particular item, then the international delivery times may apply to Australian orders too.

If something goes wrong

Please contact us - we're here to help.

You want to cancel before it ships

Email us with your order number any time before your order is dispatched and we'll cancel it and refund you in full, no questions asked. Panels leave on Tuesdays and Thursdays, so there is usually a comfortable window. Once an order is with the carrier we can't pull it back, but from that point the 60-Day Trial has you covered anyway.

It arrived damaged

Before you unpack any further, photograph the outer packaging and the item as it sits. Email those to us within 7 days of delivery with your order number.

We'll replace the item at no cost to you, or depending on the extent of the damage may offer you an option to receive a partial refund instead, if it is still functional and you're happy to keep it. Don't post anything back until we've confirmed the arrangement - for larger items we can usually resolve a claim from photographs alone, and we'd rather not put you through packing a damaged panel.

It hasn't arrived

It is not uncommon for postage services to be delayed.

If tracking has stalled, or your order is past the delivery window above, email us. We'll open a trace with the carrier and chase it from our end - you don't need to sit on hold with a courier, that's our job.

We'll send a replacement or refund you in full if your parcel has been lost or misplaced by the courier.

It's stuck at customs

For DDP orders, we take responsibility for clearing customs. That being said, customs officials may still choose to conduct an investigation. If this happens, it can cause a delay, but rest assured we will still make sure you either receive your item or get a refund. If customs or a courier has reached out to you directly (which should not happen), please forward their correspondence to us.

The address was wrong, or delivery was refused

Tell us before dispatch and we'll correct the address for free. After dispatch we'll ask the carrier to redirect, though not every carrier can, and some charge for it.

If a parcel comes back to us because the address supplied was wrong or incomplete, or because delivery was refused or went unclaimed, we'll refund the order less payment processing fees and the freight actually incurred in each direction. We'll show you the figures rather than deducting a flat fee. If you'd rather we resend it, we'll do that once the reshipping cost is covered.

If you refused a parcel because it looked damaged, that isn't a refusal - it's a damage claim. Tell us and we'll handle it under the paragraph above (it arrived damage), at no cost to you.

Shipping FAQs

Something not answered here? We want to help - please ask us.

Almost certainly not. We ship duty paid as standard, to almost every country, on almost everything we sell. A small number of routes fall outside that, and if yours is one we'll tell you before we ship.

Free on orders over $100. Under that it's a flat $15. Rare logistics exceptions get an email from us with options or a full refund.

They're freighted differently to smaller items, so they go out on Tuesdays and Thursdays.

7-14 business days from dispatch, whether you're in Australia or overseas.

We have a broad courier network, including Australia Post, DHL and UPS. The best and fastest choice varies depending on the item, your location, and the courier-specific variables (such as the other items they are shipping that week).

We'll email you before we ship with the likely cost, and you can go ahead, change the order, or cancel for a full refund.

We will help to resolve it. Most of the time, if customs choose to do an inspection we just need to wait and allow them to complete their job. Don't worry though, the nature of our DDP shipping offering is that if there are any issues they are our responsibility to solve.

Yes. You can cancel any time before dispatch for a full refund. Just email us your order number.

Photograph the packaging and the item before unpacking further, email them to us within 7 days, and we'll advise on next steps. We will replace the damaged item and, depending on the extent of the damage, may offer a partial refund if the damage is not severe and you are happy to keep it.

Email us and we'll open a carrier trace. If it can't be found, you get a replacement or a full refund.

All items apart from panels and stands can be shipped to PO boxes.

Some shipments require signature on delivery, others do not.

Items are shipped either from Australia (we have stock in Sydney and Melbourne) or our overseas logistics providers, depending on the item, stock levels. and your location. We also choose the most efficient route available for your order.

We ship worldwide with duty-paid delivery to most countries.

Below is a list of countries we have already shipped to:

  • Australia
  • Belgium
  • Brazil
  • Canada
  • China
  • Cyprus
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hong Kong
  • India
  • Ireland
  • Israel
  • Italy
  • Japan
  • Kuwait
  • Malaysia
  • Netherlands
  • New Zealand
  • Norway
  • Pakistan
  • Russia
  • Saudi Arabia
  • Singapore
  • Slovakia
  • Spain
  • Sweden
  • Switzerland
  • Thailand
  • Turkey
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States of America

If you're somewhere unusual and you're not sure we can reach you, contact us we'll confirm if we can ship to you. If you've already placed your order, don't worry; if we cannot offer delivered-duty paid shipping to you we will contact you with shipping options and/or cancel your order and provide you a full refund. We want to make shopping with Red Light Hero risk-free.

Want to incorporate red light therapy into your business?

Take a look at our Commercial & Wholesale page, or send us a message.

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