FAQs
Orders
No, there is no minimum amount that you are required to spend.
As you browse the site for products, click 'Add to basket'. When you are ready, select the 'Checkout' button and follow the instructions to complete your order.
The next steps will be:
Enter your Contact and Delivery details: Confirm your name, postage method and delivery address
Enter your Billing details: Select your preferred payment option
Confirm and Purchase: Your order summary plus the total order cost will be displayed. Once you click on 'Place order' a confirmation email will be sent to the email address you supplied during checkout.
Anyone who shops with us but chooses not to become a VITAL+ member or does not use their membership during the checkout process is known as a Guest Customer.
You can use VISA, MasterCard, American Express, PayPal, AfterPay, ZipPay, Humm, Google Pay and Apple Pay to purchase from our online store.
It is the 3 digit code located on the back of your credit card, above the signature box and next to the 16 digit credit card number. For American Express, it is the 4 digit code printed on the front of the card just above and to the right of your credit card number.
If your payment fails, you will be given the option to provide another form of payment.
Once you place your order you will be sent a confirmation email as soon as you finish the checkout process. If you don't receive an email (don’t forget to check your 'Junk' folder!), or if you are unsure whether your order was successful, please email our Customer Service Centre: orders@vitalpharmacysupplies.com.au
If you need a tax invoice please send your request to orders@vitalpharmacysupplies.com.au
Yes, you can change or cancel your order at any time before it is
dispatched. Please send your request to orders@vitalpharmacysupplies.com.au informing your request so our customer service team can assist you.
If you order has already being dispatched you can not change or cancel it. You can, however, choose to return your order after you've received it subject to terms and conditions. Please read our Returns & Exchange policy for further details.
If you're looking for a voucher your recipient can use online, please click here.
If you have any questions about this process, please don't hesitate to reach out.
Promotions
The checkout is limited to 1 discount promo code per order (any code that reduces the total price of the shopping cart).
Excluded brands apply to some of our promo codes. You can view the full list of excluded brands here
Unfortunately not all brands are included in promotions, due to our contracts with suppliers.
If you sign up to our mailing list, you will receive our current promotions and discount codes via email. You can sign up to our mailing list on almost any page on our site!
If your promo code isn’t applying correctly to your order, please check the following:
Promo Code Box: Please ensure your code is entered into the correct box. (Which is our promotion code box located on the right-hand side at the shopping cart information.)
Promotion Code Entry: Has the promotion code been entered exactly as it was shown, with no spaces? If you aren’t sure, try copy and pasting the code directly from the email/website.
Code Usage: Some our promo codes are set up to only be used a maximum of one-time, so if you've used this same code on another order, you won't be able to apply it again.
Applicable Products: Some promotion codes are brand or product-specific - please check the conditions of your code to ensure that the code you’re applying is valid with the products you’re purchasing.
Excluded Brands: Due to contractual agreements with our suppliers, some of our brands are excluded from discount promotions. You can view the list of excluded brands here.
Code Validity: Some of our codes have an expiry date (which may be a set date, or a certain amount of days since you received your email with the code). Please check the conditions of the code to make sure it is still valid.
If none of the above apply, then please contact us at sales@vitalpharmacysupplies.com.au
Shipping
Unfortunately, at the moment we are shipping just within Australia
Our delivery costs are:
Standard shipping is $7.99
Express shipping is $12.99
Same Day Delivery is $25
Free standard shipping is available for orders over $60.
The delivery costs are flat rate regardless of volume, weight or
destination.
We majorly use Australia Post, however, occasionally we might use Fastway, Bonds Couriers, InXpress and TNT
No, we only accept one Australian delivery address per online order. If you need to send products to more than one delivery address you'll need to place separate orders for each delivery address.
Unfortunately, you cannot specify special delivery instructions or nominate times at this stage. However, you can send your order to an alternative Australian shipping address. This is handy if you are sending your purchase as a gift or if you prefer that it's sent to your workplace.
From dispatch, the estimated metro delivery times are:
- Regular delivery - 3 to 5 business days (excluding weekends*)
- Express - 1 to 3 business days (excluding weekends*)
For more information read our shipping policy here
As soon as your order is shipped you'll receive an email to notify you that it's on its way. It will include your unique tracking number.
You can track your order by accessing your account.
Awaiting Fulfillment: Your order has been received and the team will pack and dispatch your order asap.
If your order is on this status for more than 5 business days please contact us
Partially fullfiled: some items of your order were dispatched. You can find which items were dispatched by clicking in your order number.
Fullfiled: Your order has been dispatched and is currently in transit. You should receive an email with the tracking number. You can find how to track a parcel here
Our shipping guidelines are based on the estimated time of arrival from the date we
dispatch your products, not the date your order is placed.
Delivery times are based on business days, which include Monday - Friday and exclude any public holidays.
Shipments may be delayed by a few days due to a high volume of orders. Please allow
additional days in transit for every delivery. We will get in touch with you directly, either by email or telephone, to inform you of any significant delays to the dispatch of your order.
For delayed business address deliveries, please check reception or the post room for your parcel before contacting us regarding any delays.
If your parcel is being delivered to a home address with specific delivery instructions, please check around your property (such as the meter box, car park, neighbours etc) for somewhere safe the delivery driver might have left your parcel.
Please check your confirmation email to check that your delivery
address is correct.
If you have double-checked all these details and still cannot
locate your parcel, please email us at orders@vitalpharmacysupplies.com.au
Product
Our aim is to have available stock of every item on our site, however, occasionally some products do sell out.
If a product has no option to add to bag, and no availability information, it means we have no information from the supplier about the availability.
If a product has no option to add to bag and the product description says discontinued it means it is no longer available.
If you have any questions regarding product availability, please don't hesitate to contact us at sales@vitalpharmacysupplies.com.au
For a change of mind return, the product will need to be received back to us unused, unopened, and in resalable condition including original packaging and product seals unbroken.
We’re happy to offer store credit, an exchange, or a refund for products purchased from us within 7 days. Please note, if you’re wanting to return your entire order for a refund, all gift with purchases and/or goodie bags will need to be returned back also.
This is subject to terms and conditions. Please read our Returns & Exchange policy for further details.
If you have received a wrong product please contact our customer service team immediately through this form within 7 days of receiving your parcel.
Make sure to include an image of the wrong product so that we're able to assist you as quickly as possible!
Occasionally your order can have bumpy ride on its way to you!
If you've received your order and a product has arrived damaged or has leaked in transit, please contact us though this form within 7 days of receiving your parcel.
Make sure to take a picture of the faulty/leaking product so that we're able to assist you as quickly as possible!
While we do our best to make sure you get your complete order, there can be a couple of reasons why you may receive your order with some items missing. One cause is that one or more of the items you ordered were unavailable, and in this case you will be refunded for the item(s) not delivered.
If you discover that you have a missing item and you have not received an email notification, please contact us on orders@vitalpharmacysupplies.com.au within 7 days of receiving your order.
Make sure to take a picture of your parcel so that we're able to assist you as quickly as possible!
Occasionally some items will be made available as a PRE ORDER.
This means that the stock hasn't arrived at our warehouse yet, but we are offering it for pre-sale, to allow you to secure the stock.
We do this with high demand items to give you the opportunity to secure your favourite items.
These items will be marked as PRE ORDER, with an estimated date for arrival listed in the item description.
You can check the date a pre-order item will be back in stock here.
Search for Products Know exactly what you want? Use our comprehensive Search box located in the up section of our site to find the exact product you need or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. If you still can not find your product you can contact us informing which item you are looking for.
Search for Brands: The quickest way to find your favourite brands is by using our full Brand List.
Gifts:
VITAL+ Rewards
A birthday or anniversary reward on us.
Exclusive voucher and discounts
Yes, you can!
You get one point per dollar you spend with us. Occasionally we might give you more points, so stay tuned.
There are other great ways to earn points. Find more here
Anytime you create an account on our website you're automatically signed up to VITAL+.
For more info on how it all works (including how you can sign up), check out this page, here.
After this, you'll receive discount codes and gifts with purchase directly to your email!
You'll also be able to see these offers in your account. You can login into your account in the bottom left part of our website
You sure can!
Tell your friends about VITAL+, and we’ll give them$5 off their first order. As soon as they make their first purchase, you’ll get $5 too!
Learn how here
Can't find the answer you're looking for?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.
