F.A.Q

How do I contact someone?

phone email chat

You can contact us in several ways.

Via a phone call to our Head Office on 1300 252 355 - this line is open from 8.30am until 5pm AEST/AEDT, but outside those times you can always leave us a message and we will return your call as soon as we’re able to.
Via our website Live Chat function - this can be used at any time as well, and if no one is available to chat with, any message you leave will be emailed through to us.
Via email - you can always contact us via email at info@suppsrus.com.au

What payment methods do you accept?afterpay credit card bank

We accept Australian Visas, Mastercards, and American Express.
We accept AfterPay.
We accept direct Bank Transfers.

Do you ship internationally?shipping location

Unfortunately we can not ship to ANY location that is outside Australia. No exceptions. Even if you offer to cover the shipping rates, this is just not something we can offer at this time.

My order status says ‘Complete’, what does that mean?

‘Complete’ relates to everything we do on our end. It simply means that we have picked, packed and now shipped your order out and that your package is now with Australia Post.

What freebies do I get?gift shaker

Each delivery we send out comes with a free gift of some sort, and if you spend over $99 you also get a free shaker in addition to the first free gift. We also offer an upgrade to our 2.2L Big Bottles for $10 with every order, and these bottles normally retail for $29.95 - Note that this will REPLACE the free shaker in the order - you will not get both.
We may also offer specific freebies as part of bundles or packs - these freebies are always listed in the descriptions, and sometimes you can even choose out of multiple freebies.

Do you price match?

We do, but we have some conditions...
We must be matching an Australian business that is based in Australia.
They must have the desired product/flavour/size in stock.
The product must not be on sale/clearance.
We don’t match bundles with free items.
We don’t match member discounts.
We don’t match shipping prices, so please allow for these costs when comparing.

Why is my Pre-Workout hard / clumpy?

Due to some ingredients within pre-workouts, aminos, and fat burners, different temperatures can cause them to harden.
The product is generally still fine to use, and the ingredients aren’t affected. It will normally dissolve down as it should when you mix it with water.
All you need to do is break a piece off, or whiz it up in a blender to get it back to powder form.
However if it does not dissolve properly when you mix it, or you’re unable to break it apart to try it out, please send through an email to admin@suppsrus.com.au with a photo of the hardened product, along with your order number, so we can sort something out for you.

What do I do if my order has arrived wrong, something missing, wrong flavour, etc?issue refund

The easiest way to get this sorted out is to send an email to our admin team - admin@suppsrus.com.au.
Please include your order number or full name if you can not find the order number, and if possible please include photos of the wrong item/flavour, etc. If something is missing from the order and you still have the packaging the order arrived in, please include a photo of the packaging and products that you did receive.
Basically the more information we have in that first email means the faster we can action it for you!

I have changed my mind, or the product doesn’t fit - can I return my product?refund

As long as the product is unopened/unused and is still in NEW condition, you can return your product.
You will need to cover the cost of getting the product back to us, and there is a mandatory $9.95 fee. If you are returning the product for a refund your refund will be less $9.95, and if you’re returning the product for an exchange then we will need an additional $9.95 to send out the exchange. Just send us an email with your request so we can get this organised.

When will you dispatch my order?

delivery shipping

If we have all your products in stock, and you get your order in to us before 3pm Melbourne time on a business day, we will ship it out that same afternoon.
If we do not have all your products in stock, we will try to contact you throughout the day by phone and email to see what we can sort out for you. If we can not get in contact with you, we will hold your order until we can get in touch.
Please note - If we are currently running a sale, or have just finished running a sale, we will do everything in our power to get your order shipped out that same day. However we cannot guarantee it during this time due to the sheer volume of orders we receive during sales.

How do I track my order?

tracking follow

Check your email & copy your tracking number into the box at the Aus Post tracking portal - found here:
Click here to go to the Australia Post tracking website

What shipping options are available?

delivery post same day express

We have three shipping options available currently.
Standard shipping - sent via standard Australia Post. This is free for orders over $99, or it costs $9.95 if your order is under $99.
Express shipping - sent via the Express Network with Australia Post. The cost of this depends on your location around Australia, and the weight of your order.

How can I authorise Australia Post to leave my package at my doorstep?

ATL Authority to leave

During the checkout process, while selecting your preferred shipping method there is a box you can tick that states ‘Authority to leave’.


This will allow Australia Post to leave your order at your home without needing a signature. Note that Supps R Us will not be held responsible for any lost / stolen parcels if this authorisation is given.

What happens if I’m not home when Australia Post try to deliver my order?

missed delivered post office

If you did not tick the ‘ATL’ box during Checkout, then Australia Post will take your order to a nearby Post Office for collection.
They should generally leave a ‘Collection’ card letting you know this, however if you check your tracking you will also be able to see this information.

How long will my order take to be delivered?

shipping time delivery

This depends on where you live in Australia. The following are estimations from Australia Post for all capital cities around Australia for STANDARD shipping…

Melbourne - 1-2 business days after the day of shipping
Brisbane - 4 business days after the day of shipping
Sydney - 3-4 business days after the day of shipping
Canberra - 3-4 business days after the day of shipping
Perth - 6 business days after the day of shipping
Hobart - 3-4 business days after the day of shipping
Adelaide - 2-3 business days after the day of shipping
Darwin - 6 business days after the day of shipping

These transit times are estimations only, not guarantees. Some customers may receive their parcel a lot quicker or a bit longer than these times displayed. They also only apply to areas around the capital cities, and can be longer for rural or remote areas.

My tracking doesn’t show any more scans, how can I find out what is happening?

lost

Unfortunately we have seen recently that Australia Post are not scanning some parcels every step of the way, and this is resulting in some parcels looking like they haven’t left Victoria yet. Most of the time this isn’t the case - it just means they haven’t scanned the parcel through their other sorting facilities yet. We have had parcels only showing an initial scan when collected from our warehouse, and then no other scans, and then suddenly it’s on board with a driver being delivered in Western Australia. So if your parcel is still within it’s delivery transit time for you, please don’t panic, it is most likely still on track for that. If your parcel still hasn’t arrived within your delivery time-frame, please see the question below.

What should I do if I haven’t received my order by my expected delivery date?lost late time

Australia Post do have a strict policy regarding delayed parcels.
They will not investigate any orders unless 2-3 business days have passed after the estimated delivery date. So for example if your order was due to arrive on a Monday, we do need to allow Australia Post a couple days leeway before we can contact them on your behalf. If you still hadn’t received your parcel by the Wednesday afternoon, then you should give us a call or send us an email so we can chase this up for you. Unfortunately there is no way around this, and we won’t be able to help out until those additional days have passed.

I just received a Promo Code but it’s not working - how do I fix this?

discount

Almost all our Promo Codes require you to be logged in to an account, so if you haven’t created one with us yet, do so and then log in.
Promo Codes will also only apply to full priced items. They will not work with any clearance or already reduced products/bundles, or any bars/snacks etc.
They also can only be used once, so it won’t work if you’ve used it with a previous order.
Our promotions can not be used in conjunction with any other offers, so you can not spend Rewards Points AND use a promo code, and some offers will be voided if you enter a code.
If you still think it should be working for you, please contact us so we can take a look!

Can I request specific samples, or do you sell sample packs?

Unfortunately our samples are provided by a 3rd party and we don’t often get a say in what we have on hand.
We will always do our best with special requests but sometimes our hands are tied. If you live locally to our Braeside Mega Store though, you may be able to taste-test some products!

How do I spend my Rewards Points?

You just need to be logged in to your account, and you need to have at least one full-priced item in your cart that isn’t a bar/snack etc.
Then when you proceed to your shopping cart, there should be a slider where you can select how many points you’d like to spend.



Please note that you can not use a promo code and also spend points in the same order.