Frequently asked questions at AustralianVitamins.com
Shipping / Delivery
Yes, we sure do! All international parcels are charged based on total shipping weight + region.
Please view our International Shipping page for further details.
How much does it cost to ship outside Australia?
At the checkout, once you have selected your country as your shipping destination, you will be presented with all shipping options available and shipping costs. Information on the specific services will also be shown at checkout.
Whilst we try to provide our natural health products to many countries, sometimes due to a large number of fraudulent transactions, customs parcel rejections or high risk regions, we may reject an order and process a full refund. This is unfortunate but is the better option as we cannot guarrantee delivery.
Deliveries within Australia ARE NOT subject to import taxes/duties as we ship all orders from Melbourne, Victoria, Australia.
Deliveries Outside Australia
It is the responsibility of the customer to be aware of any additional customs restrictions, clearance fees, import duties and rejected delivery costs which may apply to the products you are purchasing.
Taxes/Import Duties may be imposed once a shipment reaches your country thus we have no control over these charges and cannot predict what they may be. We will not reimburse any charges which may be imposed.
We always declare correct order values. We clearly show the cost of goods and the cost of shipping for easy and accurate processing through customs.
The shipping fee on a returned parcel is non-refundable as this has already been paid to the courier. If your order is returned to us due to unpaid taxes / import duties, we will only reimburse the total amount paid for the products if they return in a saleable condition. We cannot reimburse any costs you have paid for shipping.
If you have any queries regarding customs information please contact your local office.
Flat rate fee of $9.95 Australia Wide for standard shipping.
- Free Standard Shipping Australia Wide on Orders $99+ when delivered to Major Cities*
- Free Standard Shipping Australia Wide on Orders $149+ when delivered Outside Major Cities*
Express Post available at the checkout for an additional fee.
Cold Pack, Express Items - Free Shipping NOT available for these products.
- Some products require a cold pack and express post transit. Products that require this are labeled as such on the product page.
At the checkout, once you have selected “Australia” as your shipping destination, you will be presented with all shipping options available. Information on the specific services will be shown at checkout.
Once shipped, you will receive an automatic email confirming that the order has been shipped. If you do not receive this email, please check your Spam/Junk filter.
You can also check your order status by logging into your account or by using using our Contact Us page to place your enquiry.
Follow the tracking information sent in the Shipping Confirmation email.
Alternatively, please use our Contact Us page to request tracking details and we would be happy to help.
If your order fails to arrive within a reasonable timeframe:
1. If you are not at the specified delivery address to sign for your parcel, the delivery driver will leave a card providing pickup details or to reschedule the delivery.
Sometimes these cards are misplaced or lost, so if you believe your parcel should have arrived, please check your dispatch email for tracking details and Contact Us if you require any assistance.
2. Visit our Contact Us page to report your missing order.
Yes, we do deliver to a PO BOX address via Australia Post.
We use a variety of carriers as we find it is the best way to ensure efficient and timely deilvery to various locations. Carriers available to you will be shown during checkout.
If possible, it is best to provide:
• An address where you will be present to accept delivery (E.g. Work address).
• We also deliver to your home address but please keep in mind that if the receiver is not available, parcels are normally taken to the nearest post office or collection depot.
You may include instructions at the checkout for your parcel to be left at the premises but please note that we cannot take responsibility for lost or stolen parcels if we are instructed to leave on site. Please be sure that it is safe to leave a package on premises before requesting this.
Transit times depend on your location and the shipping option selected at the checkout. Delivery ETA's are provided with the shipping option at the checkout.
Yes! Across our website you will find a variety of discounts. View the individual product page to see what discounts are available for a particular product.
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.
Yes! Absolutely! All brands shown are 100% genuine. We only source our products either directly from the brand manufacturer or from the authorized distributors.
As we prefer to keep our inventory accurate and aligned with sales numbers, products never sit around our store/warehouse for too long.
• Lower inventory costs for us = Better overall prices to you the consumer
• Guarantees products are purchased closer to their manufactured date = ALWAYS Fresh stock with longer expiry dates!
Australian standards for vitamins are amongst the strictest in the world. This is 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.
The brands which display the Practitioner Product prompt would like to make sure that you are under the care of a qualified health practitioner who understands your medical history before purchasing their products.
Use the search bar at the top of the page. For best results, search for either the brand, category or the product name you’re looking for.
Alternatively use the navigation menu below the search bar.
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 a physician, or a health care specialist. Always seek the advice of your General Practitioner, other medical practitioners or qualified health providers when taking any vitamins or supplements.
Yes. Absolutely. We always recommend that you seek the advice of your healthcare practitioner before using any products, or following any information provided by AustralianVitamins.com.
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 any recommendations provided on or by AustralianVitamins.com.
Every product on the website can be added to the checkout using the same controls.
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.
Your My Cart checkout button in the top right corner will refresh giving you a running indication of what you have selected to purchase.
Once you have finished browsing & selecting products, click the ""My Cart"" button to proceed into the checkout area.
4. Review your selections, then follow the instructions at the checkout.
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!
We are unable to amend orders after they have been placed. Please submit and review your details very carefully at checkout in order to select the correct products & supply accurate and complete delivery details.
- We do accept returns, if you would like to return an item/s you have ordered, please refer to our Returns page.
Use the Contact Us section to notify us that you wish to return a product/order. Include the order number and reason for return.
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.
WHO PAYS FOR RETURN SHIPPING?
If a product / order has to be returned due to an AustralianVitamins.com error, we will cover the cost of return postage. Once you have contacted us and the return has been approved, we will provide you with easy return instructions.
If a product / order has to be returned due to an error on your part, at our discretion we may cover the cost of return postage for orders within Australia. We cannot cover the return postage cost for orders delivered internationally. *Under the Trade Practices Act – Australian Consumer Law
We accept the following payment methods -
- Credit Cards (Visa, Mastercard, American Express)
- WeChat Pay
- Buy Now, Pay Later (Must be within Australia, Order minimum $199 AUD)
AustaralianVitamins.com operates under: A.S.A. Pty Ltd
We do not see or store your credit card number. Your details are processed directly through our payment gateway partner eWAY, where they are encrypted to provide the highest level of protection available.
eWAY is externally audited by BAE Systems Detica every year, who have verified eWAY as tier-one PCI DSS compliant. eWAY adhere to the highest security standards set by Visa and MasterCard. eWAY secure and protect customer and credit card data with military-grade software and servers. The eWAY website is audited daily by McAfee to eliminate vulnerabilities. Data is encrypted with Thales devices to offer the highest level of protection available.
Yes, you may select PayPal as your payment method during the checkout. You will be directed to PayPal’s secure servers where you can use your PayPal account to make payment.
Yes, at the chcekout you may select to pay by a direct bank deposit.
Use of direct deposit is only for those who do not have Credit Card or PayPal payment options. Please note orders can take longer to process while we wait for payment through this method. You will be notified of bank details once the order has been placed.
Security & Privacy
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.
If you have any concerns at all please notify us using our Contact Us page.
Your details are private and will remain secure at all times. Personal information collected by us is used to assist with the processing & shipping of your order as well as to notify you of any discounts, deals or information which may be of interest.
You will automatically be registered to receive our email coupons, discounts, deals or information which may be of interest, which you are able to opt-out of at any time by clicking on the “Unsubscribe” link at the bottom of any promotional email or sending an email to us here: [email protected]
All orders are packaged and sent without any indication of the contents. That means you don’t have to worry about compromising your privacy.
Customs declarations for shipments outside Australia are the only exception where we will have to provide an indication of the contents.
You may unsubscribe to receiving promotional material such as email coupons, discounts, deals or information which may be of interest at any time by clicking on the “Unsubscribe” link at the bottom of any promotional email.
For a quick and easy check, whenever submitting personal information at the checkout or during login, look at the location bar or URL address bar in your browser.
If you have accessed a secure server, the first characters of the address in that line should change from "http" to "https" - Secure server example: “https://www.australianvitamins.com/”
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.
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.
You will automatically be registered to receive our email coupons, discounts, deals or information which may be of interest. You may unsubscribe to receiving promotional material from us at any time by clicking on the “Unsubscribe” link at the bottom of any promotional email or by sending an email to us here: [email protected]
Address details are saved based on your previous order. When you are ready to place another order, you will be able to change the stored address details at the checkout.
Account Credits are automatically applied once you login at the checkout.
Credit will be applied in full. Example: If you have $25 credit in your account, $25 will be applied at the checkout.
Total cart amount after any discounts must exceed available credit for credit to apply. Example: If your total cart amount after discounts is $20, your account credit of $25 will not apply. Your cart must increase above $25. If your cart does not increase above $25, credit will be saved and remain in your account for your next purchase.
Account credits will not expire. Once Account Credits are used they cannot be refunded.
Credit does not apply to any shipping fees or insurance options
If you have friends, colleagues or family that would love to shop with us, have them enter your email address in the coupon / referrer box when they’re checking out. A discount will be applied to their first order and we’ll top up your account with credits! Login to your account to find out more.
No. Account Credits cannot be transferred to another account. If you require a change of email address, please use our Contact Us page to notify us.
You may share your email to earn account credits in the following ways:
- On your social media profiles such as Facebook, Twitter, Instagram, Pinterest, Google+, YouTube.
- On your personal blog
- Via email or text message to your contacts. You MUST adhere and comply to any privacy / spam laws applicable. We will not be liable for any misuse or infringements received.
- Word of mouth
You MAY NOT share your email to earn account credits in the following ways (not limited to):
- Pay-Per-Click advertising such as adwords.
- On coupon code websites, discount themed websites or blogs. (Such as Retailmenot.com, Coupons.com, ozbargain.com.au etc etc)
- Make claims or statements on products that have not been approved by theTherapeutic Goods Administration (TGA) or are outside of the approved product description.
Customers may only hold ONE account. If you are having trouble logging into your existing account, please Contact Us and we can help. Multiple accounts will result in the cancellation of all accounts and the cancellation of all account credits. We will not provide any notice. If you require more than one account please Contact Us.
We reserve the right to close / cancel a member account and or cancel account credits at any time if we suspect a breach of terms, fraudulent referrals, disputed credit card charges, multiple accounts or any other activity resulting in misuse.