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FREQUENTLY ASKED QUESTIONS

SHIPPING & PAYMENT INFORMATION

Why is my order not applying free shipping when it’s over $150?

If you have used a discount code to depreciate the value below $150, the free shipping will not be applied.

Why is the free shipping not applying to my cart?

Free shipping is only applicable for AUS only.

What Payment Methods Can I use to pay for my order?

We like to give you plenty of payment options, so you can use any of the payment types listed below:

Visa
MasterCard
American Express
PayPal
Apple Pay
Google Pay
AfterPay
Klarna
ZipPay
LayBuy

The payment options Apple Pay and Google Pay are dynamic and are dependent on a set of key factors so not all customers will be presented with these options. These two payment options are designed to be convenient for customers, but unfortunately there isn't any way for Elite Supplements to control which button displays to a customer at any given point in time.

To see the Apple Pay button, customers need to be using an Apple device and be using Safari.

To see the Google Pay button, your customers need to be using one of the following supported browsers on desktop or mobile:

• Google Chrome
• Mozilla Firefox
• UCWeb UC Browser

Online payment security
We take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. All credit card information is transmitted and processed in an extremely secure 256-bit AES encrypted environment, and subject to anti-fraud checks. Elite Supplements does not store cardholder data during the checkout process and we are fully PCI-DSS compliant for online purchases.

3D-Secure protection
To better protect our customers when making online payments by card you may be presented with 3D secure security measures (set of rules) when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.

How much is international shipping?

New Zealand - $14.99

Asia - $39.95
USA - $29.90
Everywhere else - $49.90

ORDER INFORMATION & CONCERNS

Why did my order not receive the free product eg amino hp or acetyl carnitine?

For a free product or deal to be applied to your cart, you must add the item(s) to the cart as it is not automatically applied. Please note, removing any item off as part of the deal/bundle will automatically remove the discount price that is going for the deal/bundle.

Why is my order not here when it states same day dispatch/delivery

Please understand, we work the best and quickest we can to get your order out to you as soon as we can. Please note we offer same day dispatch before 1:00 pm, not delivery. This means your order will leave our warehouse on the same day you made the purchase, if you made it before 1:00 pm. This does not happen when your order will be delivered to you on the same day. This also excludes weekends and any sale periods.

GENERAL

What is express shipping*?

Express shipping as of September 2020 is live. Currently, it is prioritised over standard post, but overnight delivery is not guaranteed, however, as per Australia Post's updates - for capital cities 1-2 business days is the average delivery time from our dispatch centre in ACT.

Please note that Express shipping is not available if you have RTDs in your order.

Are website prices the same as instore?

Our Elite Supplements stores can be up to $10 more expensive than our website which is a common retail practice in Australia acknowledged by the ACCC. Our stores can sometimes align with our website pricing, as long as it is not a special, promotion or discontinued/clearance item that is online exclusive. Any pricing inquiries, please reach out to us or your local store.

What are specials and clearance items?

Special and clearance items are normally listed for a discounted price because of the short date listed on the products that are being discontinued.

We can not accept returns, exchanges, replacements or provide a refund on these products unless they are damaged or faulty as per the Australian Consumer Law, or if we have sent the wrong item.

How do I apply my discount code?

One coupon/discount code can be used per purchase. To use a coupon, enter the code on the checkout page during checkout.

What is applicable for a discount code?

All items online are applicable for a discount code excluding already discounted items, this includes bundles, boxes of bars & drinks, and special/sale items. Online discount codes are not applicable for use in store.

How much is delivery to me?

Delivery anywhere in Australia, for any size order, is a flat rate of $8.90 for standard shipping, which can be between 3 - 15 business days for delivery. For express shipping, which can be between 1 - 7 business days, is a flat rate of $14.90. If you order totals over $150, you then receive free standard shipping on us! This only applies to Australian deliveries only.

My order has arrived but one of my products is damaged/missing

We are so sorry to hear that one of your products is damaged/missing. We do our best to get our orders right 100% of the time, but unfortunately sometimes mistakes can occur.

If you could please kindly send us an email at: enquiries@elitesupps.com.au with clear photos of what has happened, along with a full picture of the paper invoice received with the packers signature.

I have received a credit, how do I access it?

Gift cards can be used online if they were purchased/given online via an e-gift card.To use this gift card, you just need to add the gift card code at checkout in the discount section and this will be automatically added to your cart in your next checkout/order.

Do you ship internationally?

YES! We sure do :) We offer a flat rate on shipping for all international orders - meaning it is the same regardless of how large your order is: 

New Zealand:
Standard - $14.95
Express - $24.95

International:
Standard - $49.95
Express - $79.95

How does the 30 day money back guarantee work?

This guarantee is applicable for products if you have a change of mind about a product you have ordered within 30 days, starting from the date we had shipped out your products to you. To be eligible for the 30 day money back guarantee, the product must be unopened. Change of mind does not include not liking the flavour or taste. 

An enquiry must be lodged within 30 days of the shipment date to enquiries@elitesupps.com.au, notifying us of your request and to receive further information on this. Once we receive your item back to us, and it is still in its sellable condition, your money will be refunded back to you if you wish.

Why did my order not ship same day on the weekend as per website?

Due to our courier not working on weekends, us at Elite also have some rest. All orders from Friday evening to Sunday will dispatch on the following Monday. We endeavour to dispatch all orders in a timely manner.

What is the returns policy?

Please send us an email to enquiries@elitesupps.com.au for more information on our returns policy and procedure. 

What is "pre-purchase"?

Pre-order means we have ordered stock from our suppliers and we are awaiting shipment of their stock.

For pre-purchase items, you can find this listed on our products description page in the dropdown flavour section. You will also see this information in your order confirmation email.

If you purchase a pre-purchase item along with other products in your cart, your order may be split into two shipments or more to reduce delays where possible.

Can I use my online voucher in store?

Yes you can - simply take proof of your voucher in store with the passcode/serial key in the voucher. However, please check with your local store first as we have franchised stores as part of the Elite Supplements family.

Why has my product clumped?

Some supplements contain active ingredients in which attract water molecules. This can cause the product to clump and/or go hard. This is out of Elite Supplements control and does not deem the product unsafe for use. Should this occur, the product can be broken down using a blender.

Which supplements can I take whilst I'm pregnant or breastfeeding?

It's always best to consult with your healthcare provider before taking any supplements, especially if you are pregnant or breastfeeding. Your healthcare provider can advise you on which supplements are safe and which ones to avoid based on your individual health status and needs.

Why do capsule casings differ batch to batch on some Emrald Labs capsules?

This can occur at times due to supplier availability. The product itself has not changed, nor the type of casing used (it is just the colour of the casing).

Why are there holes in the OxyShred seal?

EHP Labs adds small pinholes to the OxyShred tub seal to prevent it from bursting during transit.

5 Scoop Guarantee

What is the 5 Scoop Guarantee?

At Elite Supplements we understand that as a first time user of a brand new product, one of your biggest concerns is potentially around the flavour/taste of a product. And frankly, we don't want this to be an obstacle to you trying a product.

So, on selected products only, we provide a 5 scoop guarantee.

How does the 5 Scoop Guarantee work?

If you purchase a product with a 5 Scoop Guarantee and do not like it, you can simply return it back to us at your cost, and we will happily send you an alternative version of the product in another flavour.

What products does the 5 Scoop Guarantee apply to?

Any product that has the 5 scoop guarantee in the description only. Otherwise, please reach out to us via email for further confirmation.

Is there a limit to the use of these?

The limit is 1 per customer per year.

How do I activate my 5 Scoop Guarantee?

Simply contact us either via phone call or e-mail and provide your order reference number so we can look into your order.

Once verifying your order, please advise us (or ask us for our expert opinion :) ) on your replacement flavour of choice.

For security reasons, we cannot dispatch your product out until we receive your open tub back and verify that no more than 5 scoops of the product has been used

The Elite APP

What programs can I choose from?

We have a program for everybody! We have beginner, intermediate, and advanced programs. 

We currently have 5 programs available for you to choose from - 3 gym based and 2 home based programs. 

4 Day Full Body

Tone at Home

5 Day Muscle Build

Push Pull Legs

HIIT at Home

How do I choose a program?

Scroll down on home page to the “available plans” section and select your preferred program.

How can I change my program?

Scroll down on home page to the “available plans” section and select your preferred program.

Do the meal plans cater for people with food allergies?

Yes! You can select your meal plans based on your goals, food preferences, and allergies.

What is an instant workout?

Selecting the instant workout feature provides you with the freedom to instantly create a workout based on the equipment available to you and the muscle groups you’ll prefer to train.

What is a custom workout?

A custom workout is one you can design yourself selecting from your favorite exercises.

Do you have workouts for beginners?

We absolutely do! Select a home or gym workout that suits your preferences and you can amend the weights and reps to suit your abilities.

Can I complete workouts in the app if I have an injury?

Please consult your doctor or Physiotherapist prior to starting a new exercise program.

Are any of the workouts safe for pregnant women?

Please consult your doctor prior to starting a new exercise program.

What is my Cashback Balance?

Your cashback balance is displayed at the top of your home screen and in your “Rewards” tab.

What is an Active gift card?

This is a gift card that has a remaining balance on it. Please note this balance is in addition to the balance that is displayed as your current cash back balance. Also please not that sometimes a gift card can be visible under active gift cards even if it has been used but if you click the gift card a message will be displayed if the gift card has already been used and the gift card will be removed from the active gift card tab.

How do I redeem my cash back balance online?

Redeeming your cashback balance online is easy! Follow these simple steps:

Click "Shop Online Now" below

Browse our catalogue and add products to your cart

Go to checkout and log in

Your cashback balance will be displayed - use it to save on your purchase!

You will have to verify your account through an OTP message on the app so it's important that you have notifications allowed for the app to be able to receive this OTP message

How do I redeem my cash back balance in-store?

Redeeming your cashback balance in-store is easy! Follow these simple steps:

Visit one of our stores

Pick your products

Let the cashier know you'd like to use your cashback balance

Click the Redeem In-store button in the app

Enter the cashback balance you'd like to use and click proceed

show the barcode to the cashier for scanning

What is the community?

Our community is what pushes us! Post your progress in the community tab to share with the rest of our app users and go Beyond Your Best.

How do I set my profile to private?

On your profile tab you can select the “Private” toggle on the top right corner

How do I upload a progress photo?

When you complete a workout you can share a progress photo when you reach the final screen.

How can I get support with the app?

Email app@elitesupps.com.au with any questions you have and our customer support team will get back to you!

How do I update my profile?

In the profile tab, click “profile info” underneath your name to update.

How do I change my password?

In the home page, click the three lines in the top left corner. Select settings, and then “change password”.

How do I cancel my subscription?

In the home page, click the three lines in the top left corner. Select settings and then “manage subscription”.

How can I remove my account?

In the home page, click the three lines in the top left corner. Select settings and then “delete account”.

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