Delivery Delays in New South Wales & Queensland

With the recent extreme weather, please be aware that our deliveries have been impacted in flood-affected areas of NSW and parts of QLD. Please review the following:

• There are multiple roads facing detours or closures, leading to ongoing impacts for deliveries, including roadside deliveries.
• Where there is road access, our facilities will remain open, and we are fully operational.
• Taree, Kempsey, North Coast facilities are all closed.
• There will be delays to any product bound for Coffs Harbour and Port Macquarie; due to limited access and road closures.
• There will also be delays to any product bound for Port Macquarie, product is currently being held at facilities pending ability to deliver.
• For Sydney metro, the Nepean region will have limited deliveries today.
• Gold Coast and Tweed Heads are operational but again roadside deliveries impacted.
• Three rail containers departed Melbourne on Wednesday night (17 March) and should have arrived in Brisbane on Saturday (20 March) but the train is stuck in Taree due to flooding – Australia Post products are onboard and there is no aggregated data at this stage.
• An update on Retail outlet closures will be provided later in the day.

COVID-19 Restrictions - Western Australia

With the recent COVID-19 restrictions implemented in Western Australia, orders placed via our Perth warehouse may experience shipping delays. The warehouse will remain open and will continue to pack orders daily during this period, however Australia Post may experience increased shopping volumes.

We can confirm our Melbourne and New Zealand Warehouses are not experiencing any back log issues with orders, whilst still practicing social distancing we are accepting and packing orders in an efficient capacity and Australia Post/ New Zealand Post are collecting them daily.

For more information visit: Aus Post 

Please know our friendly Member Services team are available, if you would like to ensure your order has been packed and shipped from our warehouse please contact them directly and they can investigate.

Member Services
AU Phone: (02) 8015 5080
Email: australia@doterra.com

We understand that many of you love our products and are passionate about having them in your homes and we thank you for your ongoing support.

Express Shipping Temporary Suspension

Unfortunately due to COVID-19, our normal delivery timelines are experiencing some delays.

Aus Post has communicated today that they have put a suspension on the Express Post Guarantee. Due to this we will be no longer be offering an Express Post service until further notice.

Aus Post (as per their website) have advised that they are experiencing delivery delays due to:

• Reduction in air freight capacity and passenger flights (which also carry our parcels)
• A significant increase in parcels that require manual sorting
• Health & safety measures at their facilities

These factors are resulting in:    

• Suspension on Express Post Guarantee
• Slower delivery
• Lack of tracking/ reduced or no tracking updates

Please know our friendly Member Services team are available, if you would like to ensure your order has been packed and shipped from our warehouse please contact them directly and they can investigate.

We thank you for your ongoing support, our warehouse, doTERRA staff and AUS/NZ Post are working tirelessly under difficult circumstances, so we ask everyone to be kind and treat people with courtesy and respect as we endeavour this challenging time.

Corporate Office and Will Call Update

In light of the ever-evolving Coronavirus (COVID-19) outbreak, we’ve been closely monitoring this in real-time based on the advice of the World Health Organisation and Australia’s Chief Medical Officer and reviewing our approach regularly.

With this in mind, we have implemented some further precautionary measures, these include;

• The doTERRA AUNZ Corporate office will be operating remotely effective Tuesday 17 March, 2020. Our staff is committed to operating our business as usual, and is well-equipped to do so. 
• Will Call will be unavailable for collecting your order effective 5pm Monday 16 March, 2020. This means you will still be able order your product from the warehouse and collect shipping points, however as our employees will not be in the office, you will not be able to pick up your order from our Product Centre in Mulgrave. If you have placed an order and have not yet picked it up, our staff will reach out to you to arrange an alternative shipping method.
• If you have an Account Manager, they are ready and able to assist you as normal.
• Member Services will be available via phone, chat and email to respond to any queries you have. Due to daylight savings in the US, Member Services hours have recently adjusted. Please follow this link for our AUS Member Services contact information and this link for our NZ Member Services contact information.

It goes without saying that we remain absolutely committed to doing everything we can to put the health and safety of our doTERRA community first. As always, if you have any questions or concerns, please feel free to reach out to our Member Services team.