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Need Help?
If you have an issue or question that requires assistance, click the button below to chat with our Customer Service team. If we’re unavailable, please send us an email and we’ll respond within one business day during our normal business hours.
Q: “Are your products genuine?”
We carefully source genuine products from trusted Australian suppliers and internationally recognised brands. Products are stored and dispatched from our Australian warehouse. Manufacturers may occasionally update product packaging, labels or formulations, so the product received may look slightly different from the image shown online. Please contact us before ordering if a particular packaging version or product detail is important to you.
Q: “What payment methods do you accept?”
We accept Visa, Mastercard, American Express and other payment methods displayed during checkout. Available payment methods may vary depending on your location, device and order. All online payments are processed through secure payment providers.
Q: “What is the free-shipping threshold?”
Free Standard Shipping is available on eligible Australian orders with a subtotal of AUD $199 or more. The qualifying subtotal is calculated after discounts or promotional codes have been applied and before shipping charges are added. Certain remote locations, oversized items, heavy parcels or specialised delivery services may be excluded. Any applicable shipping charge will be displayed during checkout.
Q: “When will my order be shipped, and how long does delivery take?”
Most in-stock orders are processed and dispatched within 1–2 business days after payment has been confirmed. After dispatch, estimated delivery is 1–3 business days for Sydney metropolitan areas, 2–5 business days for regional New South Wales, 3–7 business days for interstate metropolitan areas, and 5–10 business days for regional, rural and remote areas. These timeframes are estimates only.
Q: “Do you ship internationally?”
We primarily ship to eligible addresses throughout Australia. International shipping is not guaranteed and is only available when an international delivery option is displayed during checkout. Available destinations, shipping charges and delivery times depend on the delivery address, product type and courier service.
Q: “Do you offer in-store pickup, and can I visit your Bankstown store?”
In-store pickup may be available by prior arrangement from Unit 3/42 Canterbury Road, Bankstown NSW 2200. Our normal opening hours are Monday to Friday, 9:30 am–4:30 pm. Please contact us before placing your order or visiting so we can confirm product availability and arrange a suitable pickup or visit time.
Q: “How can I track my order?”
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number or tracking link. Tracking may take some time to become active after collection by the delivery provider. Please contact us if you have not received a dispatch confirmation within two business days after payment has been confirmed.
Q: “Can I change or cancel my order?”
Please contact us as soon as possible with your order number. We may be able to change or cancel an order that has not yet been processed or dispatched. Once an order has been packed or shipped, changes or cancellations may no longer be possible.
Q: “Why did I not receive my full order?”
Your order may have been sent in multiple parcels, and each parcel may have a separate tracking number. An unavailable item may also be cancelled and refunded before dispatch. Please check your dispatch emails and contact us with your order number and photos of the parcel, packaging and shipping label if an item is missing.
Q: “How do I request a return?”
Contact our Customer Support team with your name, order number, the product and the reason for the return. Change-of-mind requests must be submitted within 7 calendar days of delivery, and eligible products must be unused, unopened and in their original resalable condition. Opened vitamins, supplements, personal care and hygiene products generally cannot be returned for change of mind. Please wait for return approval and instructions before sending anything back. This does not affect your rights under Australian Consumer Law.
