» FAQ

Can I make a changes to an existing order? » »

You can make changes if the order has not been shipped, please contact us via phone or email – Email Us or 1800 111 445.

Can I order by phone? » »

Absolutely! We are happy to process your order by phone & have provided a toll free number for you to call on: 1800 111 445. 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.

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 (simply email us for a returns form) and if you are claiming something is wrong with the composition of the product, we will need to have the product returned to us at your expense for testing.  If the product is considered to be faulty in any way you the customer will be reimbursed for the shipping cost plus you will be sent a replacement of the same product. 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 that is deemed not faulty (ie if you simply change your mind or don't like the 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.
You can visit www.fastway.com.au/1HomepageGeneric.html
Or if shipped via Aussie Post - auspost.com.au/track/

How do I use a gift voucher code? » »

You must enter the gift voucher code in the ‘gift voucher’ box at the View/Edit stage of your order, just above the shipping zone. 

How will my order be shipped? » »

We use regular Australia Post , Express Post and Fastway Couriers. 

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 in a metro area it usually takes 1-3 working days, with most people receiving their order the next day. If you are in a rural or remote area it can be up to 7 working days. 

If I place an order how long will it take to be shipped? » »

We here at The Supplement Den pride ourselves in fast delivery, we actually guarantee it! We guarantee that your order will ship in 24 hours or less from time of placement*. If we fail to ship your order within the guaranteed time, you will receive a $20 voucher to use with your next order!

*Guarantee does not apply to public holidays, weekends from Fri 2pm, from Christmas to News Years and is subject to payment clearance. Most orders are shipped within the hour if placed during business hours.

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 Money orders. 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 sent and who signed for it.  If after this investigation it has been determined that the courier or Aussie Post are at fault a full refund or replacement order will be given to you. If it is deemed the responsibility of you the customer (eg: a signature obtained by a family member or work colleague) then responsibility remains with you the customer to recover the parcel as The Supplement Den has fulfilled its obligation to you the customer. 

What if my credit card shows multiple charges? » »

This can happen if the “confirm order” button is hit more than once, or the website crashes upon ordering. Please contact us immediately on 1800 111 445 and we can rectify the problem.

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