Frequently Asked Questions (FAQ’s)
Can I order by telephone?
Yes of course you can.
Telephone us on 07 3821 7778, Monday – Friday 9:30am – 6pm. 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 $7.95. Express shipping is a flat rate cost of $19.95 Australia Wide. We also offer a collect in store option if you are prepared to pick your order up from our Cleveland Warehouse.
How does Click and Collect Work?You can only Click and Collect from the Cleveland Warehouse between the hours of Monday – Friday, 10am – 5pm. You will also need to ring ahead to make sure the order has been packed and will be ready to 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.
How can I get details of my order progression?
You will be sent a tracking number in the notes section of the order confirmation. We send via Aus post so all orders can be easily tracked. If you put the tracking number into the Australia Post Tracking System it will give you updated tracking and delivery times.
Orders are usually despatched within 1 day of receiveing. If there is an issue with an order 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 supplements and health regulations we can not accept any returns of opened products unless they are faulty. You can not return a product becasue you didn’t like the taste, texture or recommendation.
If you have purchased supplements, please return them to us within 7 days (the supplements seal must not be damaged or tampered with 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.Please take Public Holidays into consideation when placing orders. If we have a promotion or sale please take into consideration there may be an extra delay due to a higher than normal number of orders!