Frequently Asked Questions

Can I order by telephone?

Yes of course you can.
Telephone us on 07 3821 7778, Monday – Friday 10am – 5pm. If we cannot take your order straight away due to customers we will happily call you back and place your order.

How much does delivery cost?

Delivery in Australia is FREE for orders over $99*. If the order is less that $99 it will cost a flat rate $9.95. Express shipping is a flat rate cost of $19.95 Australia Wide. We also offer a click and collect option which is only available from our Cleveland location.

For orders that contain ready to drink cans or RTD’s there is now a flat rate $9.95 fee. We have done this as a “Priority Shipping” method. Due to the fragile nature of these products and increased risk of damage this has been put in place to give more confidence to the consumer. This flat rate will be included on all orders that contain 8 or more cans as it provides insurance on delivery to the consumer and we use a courier service.

How does Click and Collect Work?

You can only Click and Collect from the Cleveland Warehouse between the hours of Monday – Friday, 10am – 5pm. Once the order has been processed and completed you will be sent a text message confirming that the order can be collected.

How can I contact you?

You can contact us by Telephone, Email or Letter. We welcome customers contacting us for any reason whether it be a complaint or a compliment. The best email contact is [email protected]

How can I get details of my order progression?

You will be sent an email from Shippit with information about tracking your order. You will receive up to date tracking and delivery details as they become available. If you have not received an email please check your junk/spam folder.

How fast will you respond to my email?

We respond to all queries as quickly as possible, usually within 1 working day.

How can I pay for my order?

If you use our online ordering system you can pay by Credit Card, Debit Card, PayPal, AfterPay and Zip Money. You can also use our offline ordering system where you call the Warehouse and process a payment over the phone. The warehouse can be contacted on (07) 3821 7778 and we can send orders via the normal post system.

How can I place an order?

You can place an order via our online ordering system, or alternatively you can place an order by telephone, email or post. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them.

Do you return/refund?

Yes of course we do! Due to the nature of supplements and health regulations we can not accept any returns of opened products unless they are faulty. You can not return a product because you didn’t like the taste, texture or recommendation. In the case of products being faulty or the wrong product has been sent, please see below.

What happens if I receive the wrong product?

If you think you have received the wrong product please make sure you do the following so we can rectify the issue asap. Take a photo of the box open with the products and packing inside. Take a photo of the shipping label on the box. Take a photo of the packing slip and the product you received that you think is incorrect. Attach those to an email and add the order information so we can fix the issues as soon as possible. Send that information to [email protected]

What happens if I believe the product is faulty?

If you believe the product is faulty please follow these steps. Take a photo of the box you received the order in, the product inside the box and the packing slip. Take photos of the product and what you believe to be the issue (consistency issue, mixing issue, colour issue) and describe what you think is wrong. When you attach the above photos, please add context if you have ordered before or used the product before so we can help understand the potential issues.  If there are potential health and safety issues we may ask to send the item back so we can pass onto the brand or manufacturer for testing. Power Supps will wear the cost of the shipping back. Do not throw the product or packaging out in case we would like it sent back. Do not dispose the product unless we have asked to. If there is concerns about health and safety we will ask to see the product disposed/destroyed so we can be sure it can no longer be used.   

How will my products be shipped?

We use a program called Shippit which gives us the option to use multiple shipping carriers based on the fastest service. Our top carriers include Aus Post, Aus Post Express & Couriers Please. We find these companies provide the most reliable service to our customers. Shippit provides the most comprehensive tracking and shipping notifications from a customer perspective..

We also use a courier service for our fragile goods to ensure customer satisfaction and this also provides extra insurance.

What if there are delays in shipping?

Please be understanding if there are delays in shipping. We do our best to get the items our as fast as possible. We do not control the time it takes once it has left our warehouse. You can track your order via the Shippit email you would have received. If there is delays, there are links on the tracking email for you to follow the order and even raise an enquiry. If you believe the order is taking longer that it should, please email us at [email protected] with your order information.

What if I put the wrong address?

Please double check that you have put the correct shipping information in when placing the order. Labels are automated and if the wrong address is entered we will not be held liable if the order goes missing and does not get returned. We will however do our best to divert the order or get it returned. If the order does get returned to Power Supps we will be happy to reship the order back out and the customer will pay the cost of shipping to the location.

Is your online ordering system safe?

Yes, a company called eWay does our credit card handling. These people specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.

What do you do with my personal details?

We respect your privacy and as such you can be rest assured that we never pass on your details to other parties.

What if I have a query?

If you have a query you can email us at [email protected] or call 07 3821 7778. Please mention the order is from Power Supps Online.

What if you cannot obtain the item I have ordered?

If we cannot obtain an item (i.e. if our suppliers have stopped producing the item), we will instantly be in contact to obtain the next best alternative for you that is at least equal to the value of the item you originally ordered. If it is not possible we shall contact you and ask if there is anything else you would like or whether you would like a refund.

What will show on my credit card statement?

The name that will show on your statement is Rose Family Trust.

When will I receive my goods?

We aim to ship all orders within 24 hours of the order being placed. With that being said, there are times when we have to transfer stock from another warehouse. Please take Public Holidays into consideration when placing orders. If we have a promotion or sale please be aware there may be delays due to a higher than normal number of orders!

Online Sale or Promotions

Power Supps is known for “doing the best deals” so when we do an online promotion or sale things can get a little crazy! Please consider the following when we are running a sale event or promotion

• Stacks and items already discounted can not be discount further BUT they do contribute to getting the free items!
• There may be delays in getting orders sent out depending on the number of orders we have.
• If we have a “First 50 customers get an Free Item” promotion it is a first in first served basis
• If we run out of the Free bonus items we will try to replace with items that are similar
• If a product gets oversold we will order the product in as fast as we can to ensure there is as little delay as possible! This can happen when a lot of people are on the website at once and if people leave items in the shopping cart!

Discount Codes

Discount codes can not be used on items or stacks that have already been reduced (unless stated otherwise). The stacks or reduced items will generally be discounted 15% or more so we can not offer any further discount on these.

Money Back Guarantee

If a brand that we sell offers a money back guarantee along the lines of “30 day money back Guarantee”, this will not be honoured by Power Supps. Please follow up and enquire through the brand directly as they have the guarantee in place. They will require you to send through proof of purchase.