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All orders are processed and shipped from our New Zealand warehouse facility (Unit 11, 251 Lincoln Road, Henderson, Auckland, NZ) and are dispatched via Australia Post (or a suitable courier partner) with full tracking.
1. Order Processing Time Your order will be processed and dispatched from our warehouse within 1 to 5 business days (Monday to Friday), excluding New Zealand Public Holidays.
2. Estimated Delivery Time Once dispatched, please allow an additional 5 to 10 business days for your order to arrive in Australia, depending on your location. You can track your order status here: https://auspost.com.au/mypost/track/search
3. Shipping Costs (AUD) Shipping is calculated by the total weight of your order.
|
Weight Category (Pills & Powders) |
Cost (AUD) |
|---|---|
|
Under 1 kg |
A$14.95 |
|
1 kg up to 3 kgs |
A$24.95 |
|
3 kg up to 6 kgs |
A$39.95 |
|
Ready-to-Drink (RTD) / Cans / Case Orders |
A$39.95 |
Note on RTD/Case Orders: Due to the size and weight of canned goods and RTD cases, these items require specialized packaging and shipping, incurring a flat rate of A$39.95 per case.
We stand by the Australian Consumer Law (ACL) regarding product quality and fitness for purpose. Our returns process is outlined below:
1. Eligibility for Returns (Change of Mind)
Returns are only accepted within 7 days of the delivery date.
The product must be completely unopened, unused, and in its original, resaleable condition with all seals intact.
2. Return Process
Step 1 (Contact): You must first contact our customer support team via email or contact form to initiate a return request and obtain a Returns Receipt. Do not return goods without a valid Returns Receipt.
Step 2 (Shipment): The customer is responsible for shipping the item back to us via courier or registered post, ensuring the package is securely tracked.
Step 3 (Assessment): Once received and inspected, we will confirm the eligibility of the return.
3. Fees and Costs
Restocking Fee: A $9.99 restocking fee will be deducted from your refund amount for all change-of-mind returns.
Return Postage: The customer is responsible for the cost of return postage for all change-of-mind or incorrect purchases.
4. Damaged or Lost Goods If your goods are lost or damaged in transit, please contact us in writing via email within 24 hours of delivery (for damage) or the expected delivery date (for loss). We will investigate the claim and provide a resolution in accordance with the ACL.
5. Refund Processing Once a refund is approved, the money will be processed back to your original payment method. Please allow up to 7 business days for the refund to be fully processed and appear in your account.
Expiry dates for products varies from a few months on gels and bars to a few years on pills and powders. We will endeavour to never ship items that are expired or within two months of their expiry date. Should you be unhappy with this policy as it relates to items received in your order, please contact us and we will try and rectify the situation. Reduce to clear and short dated products sold as such are non-refundable and will have dates listed in the item description.
Unfortunately, due to circumstances outside of our control, some international orders are stopped by the customs agency in your country.
"We cannot be responsible for any customs restrictions, tariffs, or other regulations that may apply at Customs in any country. Any duties or taxes that may apply are your responsibility. If you have any questions, we encourage you to speak with your customs office, although we will ship any products you order to the address you provide.
The responsibility is yours to check with your country's customs office to verify that your products can clear customs.
Please keep in mind that once an order has shipped, we cannot change the address information on an international order, and errors here could cause a delivery delay or rejection. We will give you the best service and ship it as quickly as possible. If for whatever reason the package is seized by Customs officials, we will not issue you a refund unless all products are returned to us in their original condition. The vast majority of orders make it through customs without any problems, and most orders that are stopped are automatically returned to us. You may be responsible for any return shipping charges, in accordance with your local regulations."
Note: International customers are responsible for ensuring that the products ordered can be lawfully imported to your country. When ordering from Supplement Monster, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped to countries outside of New Zealand may be subject to import taxes and customs duties levied by the destination country once a shipment enters the country. From our experience, most foreign customers are not charged when they receive the shipment, however, any additional charges for customs clearance must be paid by the recipient.