Shipping Policy

Delivered by UPS, duties and GST paid

Every Australian order is delivered to your door by UPS, with full end-to-end tracking from dispatch to delivery. All import duties and GST are prepaid (Delivered Duty Paid), so there’s nothing extra to pay when your machine arrives.

• Tracking: you’ll receive your UPS tracking number as soon as your order ships.
• Delivery time: up to 14 business days from order.
• Cost: free delivery to all Australian addresses.

Questions about your delivery? Contact us using the phone, WhatsApp and email details shown on our contact page: phone +61 449 703 635, WhatsApp +61 449 703 635 or email admin@hydrogenmachines.com.au.

Every order, wherever it’s going, ships with UPS and full tracking. For Canada, New Zealand, Singapore, the United Arab Emirates, Hong Kong and Thailand, duties and taxes are prepaid too. For all other countries, import duties, taxes and clearance charges are payable by the recipient on arrival.

Machine delivery is included within Australia and to the USA. For other destinations, confirm included freight and import terms before ordering. Heavy industrial sea freight follows the written freight quote.

Accessories: accessories ship free with a machine order. The HERO Bottle, RO filter set and 10-pack cannulas can also be ordered on their own, with free shipping. There is no separate accessory shipping charge.

Australia: up to 14 business days from order. USA: up to 14 business days from order. Every other served country: up to 14 business days from order, delivered by UPS with full tracking. Industrial sea-freight times depend on vessel schedules and destination port. Your UPS tracking number is emailed as soon as your order ships.

For countries listed as DDP below, duties and import taxes are prepaid and nothing is payable on arrival. For DAP destinations, the customer handles customs clearance and pays applicable import duties and taxes on arrival.

The list below reflects the current DDP / DAP matrix.

Shipments move under Incoterms® 2020. Which term applies is decided by the destination country — many countries do not offer DDP services and only permit DAP.

DDP (Delivered Duty Paid). We act as Importer of Record and prepay customs duties and import taxes before dispatch. Nothing is payable on arrival. Available for: United States, Canada, Australia, New Zealand, Singapore, United Arab Emirates, Hong Kong, Thailand.

DAP (Delivered At Place). Applies to every other destination — including all 27 European Union member states, the United Kingdom, Japan, China, India, Indonesia, Brazil, Mexico, Turkey and South Africa. Under DAP the customer clears the goods through customs and pays import duties and taxes themselves. We notify you by email when the shipment reaches the destination country, before any payment is requested.

At checkout we detect your country: DDP is offered (and pre-selected) where permitted, and hidden where it is not. Your selection and the HS code are recorded against the order and passed to the carrier.

All systems are declared under HS Code 8543.3000.90 — Electrical machines and apparatus having individual functions, not specified or included elsewhere.

The classification is provided in good faith to speed up clearance. The destination customs authority makes the final determination and may apply a different duty rate.

The same FAQ is available in the support portal.

What is DDP?

Delivered Duty Paid means the seller pays all import duties, taxes, and customs clearance. Only available in selected countries.

What is DAP?

Delivered At Place means the seller delivers the goods to your country, but you must clear customs and pay import duties.

Why isn't DDP available in my country?

Many countries legally require a locally registered business to act as the Importer of Record. If the seller does not have a local entity, DDP is not permitted.

Which countries support DDP?

United States, Canada, Australia, New Zealand, Singapore, United Arab Emirates, Hong Kong, Thailand.

Which countries require DAP?

South Korea, all EU countries, UK, Japan, China, India, Indonesia, Brazil, Mexico, Turkey, South Africa, and all other destinations not listed above.

What are the shipping terms for South Korea?

Shipping to South Korea: up to 14 business days from order, plus local customs clearance. No import duty applies to this product. Customs clearance and any local taxes or charges on arrival (such as VAT) are payable by the recipient.

Will I still get tracking under DAP?

Yes. Every order, DDP or DAP, is delivered by UPS with full tracking from dispatch to delivery. You’ll receive your UPS tracking number as soon as your order ships.

What HS code do your products use?

HS Code 8543.3000.90 — Electrical machines and apparatus having individual functions.

Does DAP affect delivery time?

Delivery time is the same, but customs clearance time depends on your local customs authority.

Shipments are sent DDP (Delivered Duty Paid) where available. Freight, customs clearance and import charges are arranged and paid by the seller or its logistics provider before delivery, and are committed at the point dispatch preparation begins.

Import GST is assessed on entry to the destination country and is paid by the logistics provider under DDP. It is generally not creditable to the recipient and is not refundable once the shipment has been entered for import.

All Australian prices are shown in AUD and include GST 10% where applicable. Import GST is paid by the logistics provider on entry and is generally not creditable to the recipient. If you hold an ABN and intend to claim an input tax credit, obtain your own import documentation and confirm treatment with your tax adviser before lodging.

Orders may be cancelled in full, without charge, within 24 hours of order placement by emailing admin@hydrogenmachines.com.au and quoting the order number. After 24 hours the order enters dispatch preparation and the clauses below apply. Cancellation is separate from the 90-day change-of-mind return window, which runs from the delivery date.

Once dispatch preparation has begun the order can no longer be cancelled, because freight, customs clearance and import charges are committed at that point. This is separate from the 90-day change-of-mind return window, which still applies from the delivery date: on a change-of-mind return the product price is refunded, less any DDP freight and import charges already committed on the shipment, and return shipping is the buyer's responsibility. Change-of-mind returns are not accepted for accessories and consumables once dispatched. Rights in respect of goods that are damaged, defective, incorrect or that fail applicable consumer guarantees are unaffected.

Can I cancel my order?

Yes — in full and without charge within 24 hours of placing it. Email admin@hydrogenmachines.com.au with your order number.

What happens after 24 hours?

The order enters dispatch preparation. Freight and import charges are committed at that point, so the order can no longer be cancelled. The 90-day change-of-mind return window from delivery still applies to machines, less any committed freight and import charges.

What does DDP mean for my order?

Freight, customs clearance and import duties and taxes are arranged and paid before delivery. Nothing further is payable on delivery.

Is import GST refundable to me?

Import GST is paid by the logistics provider on entry. It is generally not creditable to the recipient and is not refunded once the shipment is entered for import.

This summary is provided for information only and is not a tax invoice or a customs declaration.

You receive your UPS tracking number by email as soon as your order ships, and the same number tracks it from dispatch to delivery. If tracking stops updating for more than 3 business days, contact us and we'll chase UPS on your behalf.

Please give us a daytime address — residential or business — where someone can receive the parcel. Larger machines may require a signature. If you need to change an address after the order is in transit, contact us as quickly as possible and we'll do our best to re-route.