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Superfast shipping with dhl express international

Frequently Asked Questions

Some of the most common queries we receive on a daily basis are below. We encourage you to use this section as it may provide you with an instant answer.

Alternatively, use our Contact Us page to submit any queries.


Shipping / Delivery

Most likely YES! We ship orders to more than 180 countries around the world!

Once you have selected the products you would like to purchase, please proceed to the shopping cart. From here you will be able to select your country from teh shipping estimator to view shipping rates and servies available to you.

Whilst we try to provide our natural health products to many countries, sometimes due to a variety of reasons such as, 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 if we cannot guarrantee delivery. 

The exact list of shipping services available to you will be shown during checkout once you have selected your country.

Most parcels shipped outside of Australia are shipped using either DHL EXPRESS or Express Courier International.

Parcels delivered within Australia are shipped using either Australia Post or Couriers Please.

Follow the tracking information sent in the Shipping Confirmation email.

Useful Links to track your parcel:

All in One Package Tracking - Click Here

DHL Express - Click Here

Australia Post - Click Here

Singapore Post - Cick Here

Hong Kong Post - Click Here

USPS Tracking - Click Here

 

Alternatively, please use our Contact Us page to request tracking details and we would be happy to help.

Deliveries within Australia ARE NOT subject to import taxes/duties as we ship all orders from Melbourne, Victoria, Australia.

Deliveries Outside Australia 
In most cases customs fees or import duties are not applied, however 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 chargers which may be imposed.

When goods are not sent domestically or within a single customs union, you are liable to pay any inbound duties and taxes which your local Customs authority deems appropriate.

Duties and taxes are most typically not included in the price of the goods you purchase online. The delivery courier / postal service may request payment of taxes in order to pay the customs authority on your behalf.

You may refuse to pay any taxes whch may be imposed and the parcel will be redirected back to us as the sender.

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.

If you have any queries regarding customs information please contact your local office.

It is not possible to change the address once the shipment has been dispatched.

If the address provided is incorrect, please let us know by using our Contact Us page here. We will do our best to assist in updating the address details with the courier but cannot guarrantee that the courier will redirect the parcel to the original address.

If the parcel has to be returned to us, you will have the option of the parcel being resent to you at an additional postage cost or a refund on the order (not including any fees paid for postage).

Yes, we do deliver to a PO BOX address.

Please provide an address where you will be present to accept delivery. If it is not possible to be available at the time of delivery, the courier will take the parcel back to the nearest depot and notify you to pick up the parcel.

You may also request authority to leave the parcel on premises if safe to do so. Please note that if this is requested, we cannot provide assistance if the parcel is missing and the tracking does show that it has been delivered.

It is also a good idea to provide your work address as the delivery destination if this is possible.


Products

Yes! Absolutely! All brands shown are 100% genuine. We only source our products either directly from the brand manufacturer or from the authorized distributors. 

The products we supply never sit around in our store/warehouse for too long. We have a high rotation of stock which ensures that we always carry 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. 

Product reviews can only be left on a product that you have purchased from us.

To leave a product review:
1. Login to your account by clicking on the "Login" button on the top right hand side of this page.
2. View a previous order.
3. Click on the "Review" button under one of the products purchased.


Orders

Once your order has been shipped, you will receive an automatic email from us with your tracking details. 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. 

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

  1. Locate the product, select the quantity you would like to purchase, along with the correct size followed by clicking the “Add to Cart” button.

  2. Your My Cart checkout button 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 "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.

As a first time customer, please proceed through the checkout as a "New Customer". Once you have placed your order we will save your details and order information.

A message will be sent to the email address provided (during checkout) which will allow you to set your password and confirm your account.

Yes, but only for a very short time.

We cannot change your details if your order has already been processed and shipped. Please submit and review your details very carefully at checkout in order to select the correct products & supply accurate and complete delivery details.

The best ways to notify us of a change:

1. Login to your account, select the order you have just placed and submit your comments through the “Request Update” feature.

2. Send us an email through our Contact Us section. Please supply your Order ID or the name the order was placed under (or both).

3. Call us on 03 9029 1607. Please have your Order ID ready if possible.

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 AustralianHealthFoods.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


Payments

We accept the following credit cards:
- Visa
- Mastercard
- American Express
- Discover Card (Only through PayPal Express Checkout)

AustralianHealthFoods.com operates under: A.S.A. Pty Ltd

We use eWAY to process credit card payments. eWAY is the market-leading Australian payment provider with full PCI DSS Compliance.

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 checkout you may select to pay by a direct bank deposit. 

Please note orders can take longer to process while we wait for payment to clear into our account. You will be notified of bank details once the order has been placed.


Security & Privacy

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.

Alternatively, you can use the Contact Us section to notify us that you wish to be removed.

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.AustralianHealthFoods.com/”

Yes, we sure do! Please click here to view our Privacy Policy. You may also access our privacy policy from the links in the footer of the website.


Member Accounts

Please click on the Login button on the top right hand side of the screen to visit the member login page. On the member login page, click on the "Forgot Password?" link. 

If you still require assistance, please use our Contact Us page and we would be happy to help reset your password.

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. 

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.

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

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.