Frequently Asked Questions (FAQ’s)
Can I order by telephone?
Yes of course you can.
Telephone us on 07 3821 7778, our office hours are 9:30am – 6pm Monday to Friday & 9:30am – 3pm Saturday and 9:30 – 2pm Sunday. 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 $150, under $150 it costs $9.95. We also offer a collect in store option whereby orders under $150 are also free if you are prepared to pick your order up from our store. This option suits busy people who don’t have the time to shop in store. For a full breakdown of shipping costs click here.
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.
How can I get details of my order progression?
If you log in to your account and go to the tracking messages section you can view details of your order progression. Alternatively you can contact our customer services and we will be happy to advise you of your orders progress.
Orders are usually despatched within 1 – 2 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason.
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 and PayPal. You can also use our offline ordering system where you can pay by Cheque, Postal Order or Cash. However, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only.
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.
How do I return goods to you?
Due to the nature of many of our goods and the copyright issue with books and DVDs/Videos, we are unable to accept returns for refund or credit, unless a product is faulty.
If you have purchased supplements, please return them to us within 7 days (the supplements seal must not be damaged at all) stating whether you would like a replacement or refund with your order number, name and address. We will contact you regarding any possible postal charges that might occur due to return shipping. In the case of products being faulty (evidence required), we will send you a like for like replacement.
How will my products be shipped?
We use Australia Post and Couriers Please to ship the majority of our products.
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 use our online form, email us, or telephone us on 07 3821 7778 and we will gladly answer any questions you have.
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 endeavour to obtain a 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?
Orders placed by 12pm on a business day are despatched the SAME DAY. Orders placed on weekends or public holidays will be despatched the next business day. If we cannot dispatch your order due to stock within this time frame we will notify you and determine a solution.