Shipping & Returns

Delivery Address and Contact Details

When placing an order with Supplementcity.com.au where we are to deliver goods to you, we require a physical street address or a PO Box.

To assist us in processing your order, please also provide your land-line and mobile phone numbers. Please note that an authorised signatory needs to be at the delivery address to sign for and collect the goods, and that photo identification may be requested.

Australian Deliveries

Supplement City has a Flat $9.95 delivery fee to anywhere in Australia (Excluding Western Australia & Northern Territory) as Supplement City does not freight goods to these states.

Supplement City requires a minimum purchase of $60.00 for all internet orders (Excluding Freight) & all goods will be dispatched on the same day as we receive your order.

This is via Australia Post service, please allow 1-6 working days for delivery.

• Orders for delivery within Australia which are received before 10:00am, and paid by credit card are generally dispatched on the same day.
• Orders paid by cheque or Money Order are generally dispatched on the day of receiving payment
• Orders paid by Direct Transfer are generally dispatched on the day the payment appears on our statement. This is usually the following day after payment is made.

Delivery Timeframes

Estimated Delivery Times within Australia

• Delivery within Brisbane Metropolitan Area / Next working day
• Delivery to regional areas in Queensland / 1-3 working days
• Delivery to Sydney / 2 working days
• Delivery to other capital cities / 3-5 working days
• To other interstate locations / 4-6 working days

Proof of Delivery

Should you require a proof of delivery at any time (after the standard lead time), please call us on (07) 3397 4411 or email: sales@supplementcity.com.au and we will send you a fax copy.

Excellent Service and Fast Delivery Guarantee

After an order is placed, you will receive a confirmation email with the full details of your Supplement City order. Supplementcity.com.au staff will process & dispatch your order as soon as possible and provide you with regular updates.

Policy of Refund

Any faulty or damaged stock received within 7 days will be replaced at no charge. Any orders received incorrectly through the fault of Supplementcity.com.au, will be replaced at no additional charge to the customer or a full refund of the initial charge.

In some circumstances, we may elect that a replacement product is sufficient remedy instead of a credit note. This election will be at our sole discretion, but will only occur after consultation with you and in accordance with relevant warranties, other contracts and statutes.

Policy of Returns

We offer a return policy on products that are classified as following:

Damaged in transit

• If damaged don’t accept delivery from the courier and notify our Customer Service Staff.
• If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.

Incorrect product – This is in case we shipped the wrong product

• In the advent that the product shipped is not what was ordered, please notify Customer Service Staff, so a replacement can be sent immediately.

Unopened product

• All other products ordered incorrectly by the customer, can be refunded if informed within 7 days of dispatch and unopened on return. Postage costs will be incurred by the customer.

Faulty product

• In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it.
• If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturers returns policy. The manufacturer will then organize any refund, repair or replacement payable under the policy.

Return Authorization Number

All goods to be returned, whether defective or not, will require a Return Authorization Number before they can be returned. To obtain a Return Authorization Number, please contact our Customer Service staff by telephone on (07) 3397 4411 or through sales@supplementcity.com.au

Information required for the Return Authorization Number is:

• Name and contact details of the purchaser
• Your Invoice number
• Product name
• Reason for return

Once this process above has occurred a Return Authorization Number will be issued. This number is then used to arrange return of products back to Supplementcity.com.au.