CAN I MAKE A CHANGES TO AN EXISTING ORDER?
CAN I ORDER BY PHONE?
Absolutely! We are happy to process your order by phone! If you want to place your order online but are having trouble please contact us and one of our friendly staff will be happy to help you out – 07 3209 1900
CAN I RETURN AN ITEM?
Should something go wrong with your delivery such as incorrect goods sent, damage of product during transport etc, we are more than happy to replace your product at no additional cost to you the customer. We do however require any claim to be made within 48 hours of receiving your goods and supply us proof of damage; (simply email us for a returns form).
If you are claiming that you feel that there something wrong with the composition of a product, we will need to have the product returned to us at your expense for testing by the brand supplier. If the product is considered to be faulty in any way, you the customer will be sent a replacement of the same product or offered a refund. If nothing is determined to be wrong in any way with the product you will have the option of having the product shipped back to you (at your expense) or we can destroy the product. No refunds or exchanges will be given on any product that has been opened or tampered with and that is deemed not to be faulty (i.e. if you simply change your mind or don't like the taste of a product).
HOW CAN I TRACK THE STATUS OF MY ORDER?
You will be sent a tracking number via email once your order has been shipped.
Australia Post - https://m.auspost.com.au/view/tracking
Couriers Please - https://www.couriersplease.com.au/tools/track
IF I PLACE AN ORDER HOW LONG WILL IT TAKE TO BE DELIVERED? This really depends on where we are shipping to in Australia, if you live within the Gold Coast, Brisbane, Sunshine Coast metro area it usually takes 1 working day, Other metro areas may take 1 to 3 working days depending on location. If you are in a rural or remote area it can be up to 7 working days plus.
IS IT SAFE TO USE MY CREDIT CARD ON THESUPPLEMENTDEN.COM.AU?
Yes, shopping at thesupplementden.com.au is safe and secure, we use a fully encrypted 128-bit banking website to process payments.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
The Supplement Den is proud to accept Master Card, Visa, Direct Deposit and Paypal. Please be aware orders will be shipped once payment is received in full.
WHAT HAPPENS IF MY ORDER DOES NOT ARRIVE?
Should you claim that a parcel has not arrived we must be notified within 7 days of it being due to arrive at your door. A proof of delivery investigation will be ordered by us with the Courier Company or Aussie Post to determine where the parcel has been delivered to and who signed for it if a signature was requested.
All Orders are shipped as standard procedure with the understanding that "no signature is required by the receiver" and the order maybe left at the address if unattended at the discretion of the courier. If you require a signature to be received or you have special delivery instructions then please write these in the "order comments" when placing your order. Please keep in mind that if you do not advise that a signature is required in the "order comments" when placing your order, then The Supplement Den will not be held responsible for any missing orders left by the courier at an unattended address.
If after this investigation it has been determined that the courier or Aussie Post are at fault a full replacement will be given to you. If it is deemed the responsibility of you the customer (eg: a signature was obtained by a family member or work colleague) or the order was left at the delivery address if unattended "as per our standard procedures as set out in our terms and conditions, then responsibility remains with you the customer to recover the parcel as The Supplement Den has fulfilled its obligation to you as per your delivery instructions.