We encourage you to use this section as it is designed to provide immediate answers to the most commonly asked questions. Alternatively, use our Contact Us page to submit any queries.

Website

• How can I return an order if necessary? Answer

  Items can be returned if they:

  • are or become faulty through no fault of your own
  • don’t match our description or sample
  • have defects that were not obvious or we did not bring to your attention.

   

  The goods must be returned within a reasonable period and you may be asked for proof of purchase. You may also be asked to demonstrate that the problem with the goods was not your fault. Please choose carefully as you are not entitled to a refund if you simply change your mind. Use the Contact Us section to notify our returns department that you wish to return a product/order. Include the order number and reason for return.

  Please note: If a product has to be returned due to an AustralianVitamins.com error, we will credit the order amount plus shipping costs. At our discretion, if we decide to offer a refund due to an error on your part, we will only credit the cost of the product, without the shipping costs. Also take into account that returns can be very costly if international shipping applies.

• Is my credit card secure? Answer

  Our business depends on the use of credit card payments via our checkout system. For this reason, the security of our shopping cart is of high priority. Our chosen payment gateway partner eWAY has been certified as a trusted partner by the major credit card schemes. The security standards in place ensure that all credit card data is encrypted and secured providing a safe route of communication for your online payments. eWAY uses the latest in SSL technology (An SSL certificate is a globally accepted technology that helps a customer to confirm the website they are dealing with is secure).

• What happens to my personal details? Answer

  Your details are private and will remain secure at all times. We do not on-sell any of your private & confidential details to any third parties. Personal information collected by us is used to assist with the processing & shipping of your order.

• Why is my email address required? Answer

  Your email address is the easiest way for us to contact you in regards to your order. This includes your order invoice, order completion and important shipping notifications. If you do not want any further correspondence from us, please use the unsubscribe option available at the bottom of any emails.

  Please note: False/incorrect emails will result in a cancellation of your order. As a measure of security, if we cannot contact you, we will not process an order.

• What is the best way to find a particular product on your website? Answer

  Use the search bar at the top of the page. Type the name or type of product (e.g. vitamin c) you’re looking for. We have a powerful search function which will quickly display all items related to your search.

• Should I be concerned about purchasing practitioner products with your warning message? Answer

  Australian standards for vitamins are amongst the strictest in the world. This is actually to your benefit as a consumer. Practitioner products in Australia are prescribed by either doctors or naturopaths and usually have higher doses based on the latest in research and development. We at AustralianVitamins.com want to make sure that you are under the care of a qualified health practitioner who understands your medical history.

• Do I have to become a member of your website to purchase? Answer

  No. The details required to complete your order will be collected at checkout. This allows for a quick and easy purchase without the hassle of remembering user names and passwords.

• How does your discount structure work? Answer

  The more you buy, the more you save! The discount structure is as follows:

  1. Buy 2 of the same product & receive 10% OFF
  2. Buy 4 of the same product & receive 15% OFF
  3. Buy 6 of the same product & receive 20% OFF

   

  If you have a request for a significantly larger quantity of the same item (18+ units or more), please use the Contact Us section for a quote which will include price per unit and shipping costs. Be sure to include your shipping destination.

  HOT PRICE! Items:

  Some items are listed at a single price. The multiple discount structure above does not apply to these as they are already discounted well below the recommended retail price.

• Can I suggest a product I would like you to stock? Answer

  Definitely. AustralianVitamins.com welcomes any requests for natural health products which we do not supply. Our purchasing department is always looking to expand on the great range of high quality products already available for purchase. Use the Contact Us form to send your request.

• If I am on any medication, can I still take products from this website? Answer

  It is very important that you always consult your healthcare professional before using any products, or following any information provided by AustralianVitamins.com.

• Do I need to seek further advice/information outside this website if I come across something that may appear to answer any questions relating to me or my condition? Answer

  The information provided on this website is intended as a guide only. We do not recommend that you self-diagnose. Proper medical care is critical to good health. If you have a health concern or undiagnosed sign or symptom, please consult your healthcare professional. If you have a medical condition or disease, please consult your healthcare professional prior to using the recommendations given.

Delivery

• What is your shipping policy for international orders? Answer

  AustralianVitamins.com ships to over 50 countries worldwide with various customs requirements. Because of our extensive knowledge in international shipping and the experience of our international shipping partner Australia Post, we believe your parcel will arrive safely and within estimated shipping time. However due to varying customs & quarantine laws specific to different regions, parcels may take a few days longer to reach you. If concerned about the waiting period, please contact your relevant customs office. It is also the customers’ responsibility to be aware of any customs tax that may be applicable.

• What do I do if I think my order is missing? Answer

  Orders failing to arrive within a reasonable timeframe can usually be found with the following simple checks:

  1. Please check with your local post office as it may be waiting there for pick up.
  2. Where there has been a tracking number provided, follow the link provided in your Shipping Confirmation email.
  3. For international orders, once you have checked A & B, please also check with your customs office.
  4. Visit our Contact Us page to report your missing order. We will endeavor to locate your order as quickly as possible.
• Can I track my order? Answer

  If your parcel has been sent via Express Courier International, you can follow the link sent in the Shipping Confirmation email sent to you on dispatch to track your order.

• What if I don’t get an order/shipping confirmation? Answer

  Check your SPAM/Junk folder. Sometimes AustralianVitamins.com emails are blocked by your email filter. To keep this from occurring, add AustralianVitamins.com to your email address book. Alternatively, please review the email address you have supplied to ensure it is correct.

  Please note: False/incorrect emails will result in a cancellation of your order. As a measure of security, if we cannot contact you, we will not process an order.

• How long does it take to receive an International order? Answer

  International orders will usually arrive at their destination within 5 – 12 business days after you have received a shipping confirmation email. Please be aware of any relevant customs laws/taxes which may apply in your country as this estimated delivery time doesn’t account for parcels being held up.

• How long does it take to receive an order within Australia? Answer

  Unless there is an issue with your order, Australia Wide orders can expect 1-7 business days to arrive.

• How do you calculate your International shipping costs? Answer

  Our automated system uses weight based shipping calculations which ensures the most accurate, up-to-date shipping costs which are aligned with the costs of our shipping partner Australia Post. No additional excess weight charges are added.

• What are your postage costs for Australia Wide delivery? Answer

  We offer free delivery Australia Wide on all orders over $75. Your order will incur a $6.95 flat delivery fee if it is below $75.

• Will the contents of my parcel be discreet? Answer

  All orders are packaged and sent without any indication of contents or our company name on the package. That means you don’t have to worry about compromising your privacy.

Support

• How do I place an order? Answer

  Every product on the website can be added to the checkout using the same controls.

  1. Once you have clicked into the product details page, select the quantity you would like to purchase, along with the correct size followed by clicking the “Add to Cart” button.
  2. Your live checkout box in the top right corner will refresh giving you a running indication of what you have selected to purchase.
  3. Once you have finished browsing & selecting products, click the “Purchase” button fixed on your live checkout box to proceed into the checkout area.
  4. Review your selections, complete your personal information and proceed.

   

  If you have difficulty using our system, for any reason, we would love to hear from you and assist with completing your transaction. Use the form in the Contact Us section and we will promptly help resolve any difficulties. We understand that the system is there for you the customer, any feedback will be noted. If we need to improve the buying experience, we will!

• Can I make changes to an order I just placed? Answer

  Due to the automation of our system it becomes very difficult to make any changes to the products that are on the order. If you have made a selection error, we must be notified immediately. This will give us a chance to halt the order and review any requested alterations. Please review and select items very carefully before confirming your purchase. If you need to change the address submitted please let us know by email or phone as quickly as possible. Please Note: We cannot change your details if your order has already been processed and shipped. Please submit and review your details very carefully at checkout as it is the responsibility of the customer to supply accurate and complete delivery details.

• How do I unsubscribe from any newsletters or emails? Answer

  Follow the unsubscribe instructions within the newsletter or email. Alternatively you can use the Contact Us section to notify us that you wish to be removed.

• Why can’t I add any items to my shopping cart? Answer

  Make sure your browser is allowing cookies (a small text file that is stored on a user's computer) which will allow you to place an item in your shopping cart. If this doesn’t solve the problem, please use the Contact Us section to notify us.

• What name will appear on my credit card statement?. Answer

  AustaralianVitamins.com operates under the trading name: “A.S.A. Pty Ltd”

• I can’t view the videos on your website. How do I fix this?. Answer

  Please check that your web browser (e.g. Firefox, Internet Explorer) is updated to the current version. An update may automatically prompt you to install/allow a “plug-in”. This will be helpful as it will assist with browsing the internet, not just AustralianVitamins.com