Shipping
All orders are dispatched the same day if received on or before 11:30am AEST (Mon-Fri). Orders received after 11:30am AEST will be dispatched on the next business day (Mon-Fri) to ensure you receive your order as fast as possible.
We offer 3 shipping services for Australia orders:
Priority Express
Shipments made using this service are delivered in 1-3 working days to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it. Note: Orders must be received on or before 11:30am AEST (Mon-Fri) to guarantee same day dispatch.
NOTE: From time to time, Priority Express may not be available if shipping performance availability is limited.
Standard
Shipments made using this service are delivered in 5-12 working days to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it. Please note, shipments using the Standard option may be shipped nearer to the final delivery date using a faster delivery service.
Economy
Shipments made using this service usually take up to 15 working days to be delivered to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it. Please note, shipments using the Economy option may be shipped nearer to the final delivery date using a faster delivery service.
PLEASE NOTE:
1. Deliveries to Parcel Lockers can from time to time experience delays.
2. All orders that include LA Whey Gold are shipped direct from our International Hub. Please allow an additional 2 business days for delivery.
We offer 3 shipping services for New Zealand orders:
Priority Express
Shipments made using this service are delivered in 1-5 working days to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it. Note: Orders must be received on or before 11:30am AEST (Mon-Fri) to guarantee same day dispatch.
NOTE: From time to time, Priority Express may not be available if shipping performance availability is limited.
Standard
Shipments made using this service are delivered in 5-12 working days to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it. Please note, shipments using the Standard option may be shipped nearer to the final delivery date using a faster delivery service.
Economy
Shipments made using this service are delivered in 7-20 working days to the shipping address you specify at the time of order. We send you an email as soon as the item ships so you can track it your end and make sure someone is at the delivery address to receive it.
From time to time shipments may be sent with a signature requirement on delivery. This is based on live data about specific delivery areas and recent reports of delivery issues. This upgraded service is completely free of charge and is for the protection of your shipment to make sure you experience no issues receiving your purchase.
Whilst the majority of all orders are delivered within the stated time frame, there can occasionally be delays with delivery services due to the current increased demand with online purchases (especially during the Christmas & New Year period) and during periods of localised inclement weather. If you experience an unexpected delivery delay, please get in touch and we will chase it up with the carrier to expedite your delivery. In the extraordinary circumstance your shipment appears to be lost by the carrier, we will expedite a replacement shipment out to you. Please note the carriers will only deem a shipment as 'Lost In Transit' if there have been no tracking updates for 21 days. If you believe your item has been lost, you must let us know within 14 days after the expected delivery date and we will open an investigation.
Whilst very rare, if a carrier experiences delays and your shipment is delayed by more than 48 hours after the last day of the delivery window, please get in touch and we will refund the delivery charge. Please note, carrier delivery times are based on business days (Mon-Fri) only. Please note we cannot offer any shipping charge refunds on delivery addresses that are PO Boxes.
Damaged Deliveries
All customer orders undergo strict quality control before they are shipped, to ensure packing, seals, lids and the containers themselves are free from damage or defect. Whilst rare, sometimes damage to deliveries can occur during transit as a result of carrier handling.
If you receive a damaged delivery, please follow these instructions:
1. Please notify us of a damaged delivery no later than 24 hours after the shipment was physically delivered to your destination address.
2. Where possible, please ensure the delivery driver logs the shipment as having been delivered in a damaged state, if they have not already done this or indicated at the time of delivery.
3. Please provide a detailed description of the damage along with photos of the damage itself.
4. In order for a replacement item(s) to be sent to you, the original damaged items will need to be returned for inspection so that we can raise a case with the carrier company and resolve this for you.
Once you have notified us of a damaged delivery, instructions will be given for next steps to resolve the issue.
