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FAQ

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Frequently Asked Question's

Q Do I have to be a member to order from Vitamin Cafe?
A

No. You may either choose to place an order as either a guest or register as a member at any time. However, there are some great benefits to register as a Vitamin Cafe member! Membership qualifies you for special discounts, and is very convenient and makes ordering easy and fast!. You can also take advantage of the compare products feature and the My Wishlist feature which stores your product selections for easy future ordering. 

   
Q How do I place an order?
A

That's easy. On our homepage you can search for products by Product Name, Brand, Type or Health Condition.
Whichever search method you choose will reveal a selection of product images and information about that product.
Once you find the product you need click on "Add to cart" and it will add that product to your shopping cart to enable you to keep shopping.
When you are ready to purchase simply click on "Checkout" and you will be taken to the delivery and payment page.   

   
Q How long will it take to receive my order in the mail?
A All orders are shipped using the services of Australia Post or Australian Air Express. Quick despatch of your order is our priority. Delivery times are subject to Australia Post guidelines and typically range from 1 to 5 days to most locations within Australia from despatch. Orders shipped using Australian Air Express typically take 1 to 3 days to most locations. To check progress of your order simply enter your order number into the Order Tracking field and click on the Search button.
   
Q How can I pay for my order?
A Payment can be made by Credit card, BPAY or Pay anyone/direct credit. All products and orders are listed in Australian Dollars (AUD).
We accept payment by most credit cards including Visa, MasterCard and Bankcard.
 
 
Q Do you accept overseas orders?
A

All our International orders use the services of Australia Post. Parcels are sent by regular airmail, express post International or express courier International depending on which freight option you choose.

Only orders sent by express post International or express courier International are traceable and require your signature.

Orders sent by regular airmail are uninsured and untraceable so if your parcel is delayed or lost Vitamin Cafe will not replace your order. The customer is responsible for all orders sent by regular airmail.

   
Q What happens if a product that I have ordered is out of stock?
A We will notify you by email the approximate date the product will become available and initiate a refund if we are unable to supply the product within 7 business days.
   
Q Who can I talk to for Health product advice?
A Click on Contact Us on the homepage for professional product advice from our experienced and fully qualified Naturopath. Please allow up to 24hrs for an email response. Alternatively, our Naturopath is available for Live Chat on the homepage most evenings.
   
Q Where do you deliver to?
A

All Australian residential and business addresses including PO Box numbers.All deliveries must be signed for during working hours. Therefore it is recommended that you make your delivery address your business address.

If you are not available to sign for the parcel a card will be left at your delivery address detailing a location nearby where you can pick it up.

   
Q Is my information kept secure?
A

Yes. Vitamin Cafe guarantees you an easy, safe and secure shopping experience. Your privacy is very important to us. Your information is always secure and is never disclosed to a third party.

Vitamin Cafe uses the internationally recognised Secure Socket Layer (SSL) certificate technology with 128 bit encryption to ensure the highest level of customer security.

Vitamin Cafe has chosen Direct One as the provider of our Internet Payment Gateway service in combination with the Commonwealth Bank of Australia's online merchant facility, Commlink. This security system uses industry leading technology in storage and processing of credit card transactions. Vitamin Cafe does not see or store your credit card details.

   
Q Why have I been charged initially for products that Vitamin Cafe could not supply?
A Vitamin Cafe stocks approximately 90% of all our products and orders remaining stock same day from our suppliers. All orders must be paid in full to facilitate processing your order. In the event of Vitamin Cafe unknowingly being able to complete your order due to our supplier being out of stock we will notify you via email and that item will be cancelled from your order and a refund given.
   
Q I don't wish to give my credit card information online. Are there other ways to order?
A Yes. As well as credit cards you can also pay using the services of BPAY from your financial institution or by Direct Credit/Pay Anyone into our bank account.
   
Q How do I cancel an order?
A

If an order has been despatched it cannot be cancelled. Therefore it is best to email us within 24 hours of placing your order. If the order has been despatched it can still be cancelled however it will have to be posted back by the customer at their expense and be in original condition. A full refund will apply once Vitamin Cafe has inspected the goods and determined them to be in original condition. Please refer to our returns policy below.

   
Q How can I track the progress of my order?
A To track your order status simply enter your order number into the Order Tracking box on our homepage and click on the search button. The order status will allow you to track the progress of your order from processing through to shipment.
   
Q Does Vitamin Cafe accept BPAY?
A

Yes. To use the services of BPAY simply select the BPAY option on the payment page and note the BPAY code and reference number. (You will also receive an order confirmation email with  all the Bpay details of how to pay in it)

This can then be paid via any participating BPAY provider using a debit card or credit card account. When your payment has been processed your order will be shipped. Please allow 1-2 days processing time for orders paid using BPAY or Direct Deposit into our bank account.

   
Q What is Vitamin Cafe's returns policy?
A

Vitamin Cafe's returns policy is very simple. Our customers can return any product for any reason provided it is within 14 days of your purchase. If it is our error we will refund the postage charged or repost the correct product free.
If it is your error postage will have to be paid by you to return the goods. Please email us before returning any products to receive the correct return address details. Once we have determined if the products are in original condition a refund will be given. Please note goods not deemed to be in original condition by us will not be refunded. Please return items in appropriate packaging.

 

Q How do you calculate postage and shipping charges?
A

Please refer below for Vitamin Cafe's shipping charges:

All orders totalling greater than $99 Ship Postage Free! 

Orders totalling under $99 Postage is a flat fee $6.95 Per Order.

Vitamin Cafe strives to ship all parcels by Australia Post Express Post Service.

 

Q What are my International Freight options for my order?
A Vitamin Cafe offers 2 freight options for International orders. Regular Australia Post International Airmail is the most cost effective option. This option is untraceable and uninsured so if your parcel is delayed or lost then Vitamin Café is not responsible. Australia Post Express Post/Courier International is our recommended freight option for all International Orders. This option is traceable and insured for your security and protection.

In addition, your parcel requires your signature at time of delivery. International Freight delivery times depend upon your location.
Regular International Airmail average 3-10 business days.
Express Courier International average 3-5 business days.