As of July 1, 2018, the Australian Goods and Services Tax (GST) may apply to low value goods when imported from overseas by consumers in Australia. However, the GST is charged at the point of sale and not at the border. All prices listed on vitamingrocer.com.au are inclusive of GST and customers will not be subject to additional charges to cover GST. For more information, please review the Australian Customs and Border Protection Service Guide to Buying Online. Customers should familiarize themselves with this information before making an online purchase. Not all items available for sale on the Vitamin Grocer website are permitted in all of the eligible shipping destinations. Due to import restrictions, packages containing certain products may be seized by the local customs department. Customers are responsible for confirming that the products they order from Vitamin Grocer are permitted to be shipped to their country of residence. Vitamin Grocer is not responsible for orders seized by local customs officers.

Vitamin Grocer makes every effort to ship orders as quickly as possible. Orders are typically dispatched from the Vitamin Grocer warehouse within one to two business days. After an order is placed, customers will receive two confirmation emails from Vitamin Grocer. The first email is the order confirmation email. The order confirmation email will be sent immediately after the order is placed and serves as the customer's order receipt. It includes the order number, billing address, shipping address, shipping method, payment method, items ordered and order total. Please review the shipping address to ensure it is correct. If it is incorrect, contact us immediately and we will attempt to correct the shipment before it dispatches. The second email is the shipping confirmation email. This email is sent to the customer on the day that the order is dispatched from the Vitamin Grocer warehouse. It includes the order shipping method, tracking number and a hyperlink to the shipping carrier's website where the order's status can be tracked. In rare circumstances, there may be a delay in the dispatch of a customer order due to unforeseen circumstances. If a shipping confirmation email has not been received within two business days of placing the order, the customer may contact Vitamin Grocer customer service for an update on the status of the order. In order to ensure that you receive the confirmation emails, please configure your email account to allow receipt of emails from customerservice@vitamingrocer.com.au.

On rare occasions, certain purchased item(s) may become unavailable due to supply chain disruptions or unexpected surges in product demand. In such cases, Vitamin Grocer will notify the customer as soon as possible and provide a full refund.

In the event that the unavailable item is part of a larger order that includes other items which are in stock and ready to ship, Vitamin Grocer will ship the remainder of the order and provide the customer with a full refund for the missing item(s) and the appropriate portion of any shipping charges.

Vitamin Grocer orders may be cancelled within 24 hours of placing the order for a full refund. To cancel an order, customers should send an email to customerservice@vitamingrocer.com.au stating their intention to cancel the order. The 24 hour time limit begins at the moment a customer clicks the "Place Order" button on the VitaminGrocer.com.au checkout page. Only orders cancelled within this time period will be issued a full refund under this policy. All other requests will be treated as returns and subject to the Vitamin Grocer Refund and Return Policy.

As stated in the shipping rate tables above, most orders shipped to Australia are delivered within 14-20 business days. If delivery takes longer than this estimate time frames, the customer may contact Vitamin Grocer and a customer service representative will assist in tracking the status of the order. In order to receive assistance with an order not received, customers must contact Vitamin Grocer customer service no later than 45 days after the shipment of the order. Beyond 45 days from the date of dispatch, orders are considered final and no refunds will be issued for orders not received.

Customers are responsible for providing complete and accurate shipping address information and ensuring that packages can be safely delivered to the address provided. If delivery is unsuccessful, either because an incorrect address was provided or because delivery of the packages was refused or unclaimed, it is incumbent upon the customer to contact Vitamin Grocer customer service for assistance. Upon receipt of the returned order, Vitamin Grocer will provide a full refund to the customer less any shipping charges incurred by Vitamin Grocer. Vitamin Grocer will not resend an order to an address where one delivery attempt has already failed unless the customer is able to provide a verified correction to the original address.

If a customer receives an item that is damaged or defective, the customer may return or exchange the item pursuant to Vitamin Grocer's Return Policy. Please visit the Refund and Return Policy page for specific instructions on returns and exchanges.