Frequently asked questions

DELIVERY

How long does shipping take?


AVD uses Australia Post for all deliveries. All parcels will be delivered to the provided address. It is recommended to provide a work address for delivery if no one is home during business hours. Stated delivery times are industry averages provided by our couriers. Delays may occur during holiday and peak periods or extreme weather conditions. Remote deliveries are subject to local transport schedules and may encounter extended delays. If you have checked tracking and the item is with the courier, please feel free to contact them via the details below for any enquiries: Australia Post 13 76 78 https://auspost.com.au/help/ Dispatch Times Standard: 2-4 business day Standard Postage Estimated Arrival Times VIC: Metro - 1 to 3 business days Country - 3 to 7 business days subject to local transport schedules ACT, NSW, SA and QLD: Metro - 2 to 5 business days Country - 3 to 7 business days subject to local transport schedules NT, Tas and WA: Metro - 5 to 10 business days Country - 7 to 14 business days subject to local transport schedules




Can you deliver to a PO Box?


Yes we can delivery to PO boxes however; this availability depends on the size of your item and courier. AVD recommends using a street address for delivery orders.




What happens if no one is at home during the delivery?


If you are not home, a calling card will be left that allows you to collect your parcel from their nearest facility. If possible, we recommend using a work address or an alternate address where someone will be present to sign for your order on your behalf.




Can I be informed when my item is shipped so that I can be at home for delivery?


Yes! You will receive a tracking email once your order has been dispatched. This will provide an estimated time of delivery.




Will I get a call prior to, or upon, delivery?


Unfortunately, our couriers cannot call prior to or upon delivery. However, once the tracking email has been sent you will be able to contact the courier for a more accurate time of delivery. If possible, we recommend using a work address or an alternate address where someone will be present to sign for your order on your behalf.




Can I schedule a Time / Day for Delivery?


Our couriers deliver between 9:00am – 5:00pm from Monday – Friday. Unfortunately, it is not possible to schedule an exact time or day for deliver as the couriers do not offer this service. If you are not home, a calling card will be left that allows you to collect your parcel from their nearest facility. If possible, we recommend using a work address or an alternate address where someone will be present to sign for your order on your behalf.




What are the delivery prices?


Orders OVER $79 = Free Shipping (Australia only)
Orders UNDER $50 = $10 for shipping (Australia only)
For International orders, shipping costs are based on the weight of your order and the destination selected. Please note that not all countries are supported at the moment. You will see the cost of your shipping in the cart after the destination has been selected which is automatically calculated.




How can I track my order?


During the fulfillment stage, the status of your order will be updated in your account. After your order has been dispatched, an email will be sent to you with a link to track your order via Australia Post. In the event your order has not arrived within the estimated delivery date provided by Australia Post, please contact our Customer Service Team via contact us or please follow up with Australia Post directly.




How are international orders despatched?


Australia Vitamin Direct is partnered with Australia Post and EMS to ensure a fast cost effective door-to-door delivery solution. All international orders are packed in plain white boxes and carefully packed to avoid movement and subsequent damage in transit. The cost of the freight is calculated automatically by the site once your order is added to the cart and the destination country is selected, with the charge being showed in Australian dollars. EMS provides tracking for all orders with an additional signature required upon delivery. The system is an express service that allows delivery to most western countries in 3-7 business days. Please note that fragrances, aerosols and other flammable products cannot be dispatched internationally as they are classified as dangerous and flammable products and cannot be shipped internationally due to Australian legislation.





What happens if customs prevent my order from entering my country?


All countries have their own custom requirements for specific products, it is imperative that if you are certain whether a product can be delivered to your country of origin before you place the order. Please ensure relevant customs and postal facilities checks are made to determine if any additional restrictions apply e.g. dollar value limits. Where an order is returned to Australia Vitamin Direct by customs, we cannot reship your order to your address or refund your order.




What if my order was returned as undeliverable or unclaimed?


Occasionally orders are returned to us as incorrect address, failed delivery attempts, refusal to pay tax / unable to make import declarations or parcel refused by recipient. When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee and 15 % of the value of products as handling charges. We can re-ship orders that are returned to us as undeliverable or unclaimed. Customers are responsible for the re-shipping fee. The re-shipping fee is $10 flat.





ORDER ENQUIRIES

Is my order confidential?


All information collected by Australia Vitamin Direct is strictly confidential. We do not provide this information to any other party for any purposes. Australia Vitamin Direct staff are legally bound by conditions of employment to the confidentiality of your order and personal details.




Can I cancel my order?


Orders that are in fulfillment cannot, in most cases be cancelled due to our system processing the order efficiently. Once your order is processed into this stage a cancellation will not be possible. If you would like to cancel your order beyond this stage you can post the order back to our Distribution Centre at your own cost. As long as the packaging is in its original condition, a full refund less postage will be provided upon its receipt as outlined in our Returns Policy. Baby Formula, Vitamins, Fragrances and other consumable products are unable to be refunded or returned once they have been dispatched.




Are there any restrictions on what I can order if I am ordering outside Australia?


Yes, we cannot supply any prescription lines unless we have a script from an Australian registered doctor. It is also illegal to send any subsidised medicines outside Australia even if you are an Australian citizen. We cannot send any products which are illegal or restricted in the country they are being sent to. E.g. we will not supply any codeine containing preparations outside Australia. We don’t ship aerosols, perfumes or items containing batteries internationally due to their flammable nature. You will have to ask your local customs services in regard to any other restrictions on products being received in your country.




What happens if I don’t receive my confirmation email for my order?


All orders placed through Chemist Warehouse will automatically receive a confirmation email, if by any chance you do not receive this please send us an email here along with your relevant proof of payment.




How can I change my address on my order?


If you need to change your address on an order you have placed, you will need to inform us immediately as orders process through our system rapidly. Please email us here with your updated address and we will endeavor to alter your order promptly. In the event that the order has been despatched, it will not be able to recall and change of address is no longer possible.




What do I do if something from my order is received damaged/missing/or not as ordered?


Whilst every effort is made to ensure this does not happen if the above has occurred you will need to contact our customer service team within 7 days of receiving your order here with any relevant photos and order number and we will assist you further.




How can I get a copy of my tax invoice?


Please note all online orders are sent with a tangible copy of the tax invoice included. If you require an additional copy of this invoice please email us with the relevant order number here to request this.




Can Vitamins be returned for Refund or Exchange?


No, Due to Health Regulations and in line with our Returns Policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises. We always want to make sure that our customers have absolute confidence in every product they purchase. This is especially the case in medicines, vitamins and many other healthcare products. It is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling. We state in store and on our receipts “Medicines, baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations.” This policy exists to protect customers.




It says my order has been delivered but I can't find it, help!


Not a problem, get in touch with us and we will lodge an investigation with the courier for you. This will take 2-3 business days to be completed from when you contact us. If you need your items urgently you can reorder them whilst we are waiting for the courier investigation to be completed.





PRODUCTS

What policy does AVD have in regards to expiry dates of products
they supply?


Our policy is to supply products with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages. As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months’ supply of any product. Any orders in excess of 6 months’ supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates.




Why have the prices changed from what I saw previously?


As we have regular promotions on our products thus our prices change very regularly. Please note, if you have placed items in your cart, these prices are subject to change in conjunction with our promotion commencement and they are not held at the listed prices past this time.




Can I order more than the quantity listed on the website?


As we are a retail company, we do not offer wholesale quantities in most cases. An email can be sent through to our Customer Service team here for consideration of your request.




I can't find a particular particular online, can you please help?


If you cannot find the product via the search bar, it is likely that the online store does not carry this product at this time.
Products do come into the warehouse on a daily basis and will update as soon as it is available for sale. If the product your would like is listed as unavailable, please check back soon to purchase. You can contact us here to enquire about specific product availability.