* We ship products via courier (Fastways) or Aussie Post Express Post or Registered Post.

* Express post parcels may be left by Australia Post if they deem it to be a "safe drop zone".  The Supplement Den has no control over this & these Express post parcels are not insured & no signature is required. If you are unsure about the safety of your parcel being left outside please choose either courier or Aussie Post registered mail or email us on packman@thesupplementden.com.au to let us know that you don't want the parcel left out.

* Orders valued over $500.00 receive an instant 5% off the value of the order. For more details click HERE

*Estimation of shipping costs: Brisbane Suburbs= $4.50 (up to 25kg via courier),  Sydney Suburbs=$9.55 (up to 5kg via courier), VIC & SA=$14.00 (up to 5kg via courier), $9.50 (up to 3kg by Express Post).   Northern Territory, Western Aust & Tasmania all based on weight.

ORDERING & DELIVERY

After placing an order with The Supplement Den the following process takes place during our business hours (9am-4pm Monday-Friday). .

1. You will receive an initial confirmation email that your order has been received and is being packed. If you are a first time customer we will contact you to verify your order and shipping details. Your order will not be shipped unless we can verify your address via White Pages or with you on the phone or by email so please be aware that you need to be available to be contacted.

2. When goods are shipped by Aussie Post or Fastway Courier you will receive an email with your tracking number which can be used to track your parcel. You can log onto Fastway.com.au (if sent by Courier) to track the progress of your parcel or call us on 1800 111 445 and we will chase it up for you.

3. Goods in stock ordered prior to 2pm Eastern Australia time (Daylight Saving time when appropriate) shall be dispatched the same business day.

4. The majority of our customers who live in the major cities will receive their package the next day. If you live in more rural areas please allow 2 days if Express posted and up to 5 working days if by Registered Post.

5. Delivery by Courier must be to an address where someone is availabe to sign for the package, this is for your insurance of the product. Please do not select Courier delivery for PO Boxes. If no one is available to sign the package Fastways will leave a calling card for you to phone and organise an alternate address or delivery time. Express post deliveries will be taken to the nearest Aussie Post depot if no one is available to receive delivery and a card will be left advising the package is collectable from that depot.

6. Should you wish for deliveries to be left without signature (i.e. front door etc) you must leave a note for the delivery driver (at your front door) requesting that they leave the package from The Supplement Den and sign the note with your name below it. Please note that if you do this The Supplement Den is not responsible for any lost packages.

7.  You the customer must contact us at The Supplement Den within 5 working days if your parcel has not been received within the allocated shipping time for your destination.  If you do not and the parcel is returned to us you will be required to pay for a second shipping charge at full cost (we subsidise most shipping zones for internet orders).  If you elect for a refund or if we are unable to get hold of you after the parcel has been returned within 48hours you will be refunded the cost of the order minus any shipping charges plus a transaction fee of $2.00.

8. 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 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).

9.  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 fullfilled its obligation to you the customer.  If you contact us 15 days or more after the parcel has been shipped from The Supplement Den, the customer must accept that the burden of responsibility falls upon them to recover the parcel.  While the Supplement Den will help the customer to locate the parcel, it is ultimately the customer who is responsible.

10. The Supplement Den may require additional information from some customers such as land line numbers or a faxed drivers licence.

11. Please note we cannot ship any products Internationally.  We ship within Australia only.  All products are in $AUD only and prices include GST.

Thank you for shopping with The Supplement Den, we endevour to make your shopping experience a pleasant one with good advice, regular updates and fast shipping.