Delivery or Product Issue: Product seal is broken or lifted - What do I do?
All products are quality checked prior to leaving our warehouse, so any product with no seal or the seal coming off will not be sent. If you have received your order and the seal has arrived broken or coming off, it is most likely an issue that occurred during transit. Most of the time there should be no issues with the product itself as most packages are only in transit for 24-48 hours.
The internal seal itself under the product lid is made up of an edible gum that can come unstuck in transit due to the heat of the Australian climate. Fortunately, many sports supplements contain a small amount of extra product from the factory to comfortably cover the number of advertised servings. So, even if a small amount of product has is lost in transit due to the seal coming loose, you may still find that your item will still weigh the same, or more, than as was advertised.
Your products lid also forms a protective barrier and will hold the seal in place until the product is opened - even if the gum has come loose in transit and appearing as if the product has been opened before.
If you have further concerns, please contact our Support Team on 1800 443 637 and we will work on finding a solution for you.
Delivery or Product Issue: Hardened product or clumps - Is it safe to consume?
It is VERY common for supplements, particularly pre-workouts, to slightly harden and clump. These are generally fine to be broken up and even stored in the fridge, while being still 100% safe to consume.
If you have any uncertainties with the product you have received, please send us some photos and we can advise you if the product is OK or not for consumption. To ensure we can take a further look into the matter and contact our supplier, please Email our team a photo of the batch number and expiry. Once we have these we will be in contact with the supplier of the product directly and we can advise on a suitable resolution.
Delivery or Product Issue: I've received an expired or short dated product?
Certain products like our Protein Bar deals are heavily reduced from retail pricing and subsequently move in very large volumes, which in turn can make managing differing quantities of boxes and best before dates difficult in our fast-paced warehouse.
If your desired flavour selection of a product is either out of stock or deemed to be unsafe to be consumed, then we may substitute the product for an alternatively available flavour.
Before contacting our Support Team for a solution, we ask you to check the product listing again to check if the product was in clearance or marked short or expired at the time of purchase. If there is no indication of this then please contact our Support Team on 1800 443 637 and we will work towards finding a solution for you.
Delivery or Product Issue: I have received the incorrect item?
Unfortunately, while rare - these mistakes do happen. In order for our staff to assess the situation and provide you with some options at resolving this issue, you will need to contact our staff immediately. Call our Support Team on 1800 443 637.
Generally we can provide you with two options;
- Keep the product you've received at a reduced price. We would simply need for you to
arrange additional payment by credit card over the phone. We can then also send out the CORRECT product for you also.
- We can organise a courier to come and pick this up from you. Once we have confirmation of the return, we can send you the correct products at no cost to you.
Delivery or Product Issue: I received a different gift product?
Unfortunately, while rare - these mistakes do happen. If there are free items holding up an order dispatch, we will substitute some gift items in order to avoid further delay to your order.
If you have received a different gift product and are not satisfied, we are happy to help resolve this issue for you. Please contact our Support Team on 1800 443 637 as soon as possible in order for us to assess the situation and provide a solution.
Delivery or Product Issue: My order is missing items - What do I do?
Unfortunately, while rare, these mistakes do happen. In the event that you receive your order with missing items, please contact our staff immediately via Live Chat or Call our Support Team on 1800 443 637.
From here, our staff can arrange for your missing item to be sent out with a new tracking number to ensure its safe arrival.
Delivery or Product Issue: Damaged, faulty or bad goods - What do I do?
Unfortunately sometimes this can happen. If your order looks like it's been damaged in transit or is faulty in any way, please take photographs of the damaged product and supply them to us within 24 hours of accepting your order. You can begin the claims process by Email or Call Us on 1800 443 637.
We will need to receive this within 48 hours in order to get this matter resolved for you, and should the response fall out of this time frame, we will deem the issue closed. From here, we may confirm any possible errors by comparing your images to your original order and can move forward towards a resolution.
Delivery or Product Issue: Where do I send my returned order?
In order to return your items, they must be unopened and not used. If you are unsatisfied with your order and are wanting to return your items, please contact staff via Live Chat or Call our Support Team on 1800 443 637.
From here, our staff can arrange to have it redirected back to our warehouse and provide you with some options on what to do next.