Frequently Asked Questions

Most asked

Why Is My Order Not Applying Free Shipping When It’s Over $150?

Free shipping is only applicable for AUS only. If you have used a discount code to depreciate the value below $150, the free shipping will not be applied.

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:

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 securityWe 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 protectionTo 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.

What is express shipping?

Express shipping, 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.

How much is delivery to me?

Delivery anywhere in Australia, for any size order, is a flat rate of $9.90 for standard shipping, which can be between 3 - 15 business days for delivery. For express shipping, which can be between 1 - 7 business days, the rate starts from $13.90, depending on location and package weight. If you order totals over $150, you then receive free standard shipping on us! This only applies to Australian deliveries only.

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

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

Due to our courier not working on weekends, all orders from Friday evening to Sunday will dispatch on the following Monday. We endeavour to dispatch all orders in a timely manner.

Can I order online and pick up my purchase from my local store?

Unfortunately, we do not offer the option to pick up purchases from our physical store locations via a click and collect service. All orders made on our website will be shipped to the provided shipping address.

Is There Customs Duty on International Shipping?

Customs fees may apply to a shipment depending on its destination, value, and the carrier that transports the goods. The customer is responsible for paying any import costs to the shipping carrier, such as duties, import taxes, or brokerage/disbursement fees upon delivery.

Why did my order not receive the free product, e.g. free gummies or a shaker?

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?

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.

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.

What is "pre-order"?

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.

What is "pre-order" with Purple Dot?

Purple Dot is our trusted pre-order partner that helps us provide a great pre-order experience. With Purple Dot, you will be kept in the loop the whole time until we are ready to ship your pre-order. 

What is Purple Dot?

Purple Dot is a leading technology provider to help make pre-order experiences operationally smooth, and trusted by our customers like you. They help ensure you are always up to date about your pre-order and offer a self-serve portal for you to do things like change your shipping address or amend your pre-order. Purple Dot also guarantees your pre-order will ship, or your money back: offering that extra assurance and trust that your money is always kept safe until we are ready to ship!

What do I need to provide when I make a pre-order?

You will need to provide your email, shipping address and card details that will be charged for your pre-order just like a normal online checkout process. All communications will be sent to your email address, including your unique pre-order reference number, any updates to shipping dates, and details to access our self-serve portal to check or amend your pre-order anytime before it ships.

What are my payment options with pre-orders via Purple Dot?

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

What happens to my money while I wait for my pre-order?

Purple Dot keeps your money safe and available for a full refund anytime before you pre-order ships. This guarantees that your pre-order will ship or your money back: keeping you in full control if you change your mind. 

Will I know if the shipping date changes for my pre-order?

Yes! Purple Dot will trigger an automatic email in the event of a shipping date change. You can also check up on the estimated shipping date via the self-serve portal at anytime.

Can I change my shipping address?

Yes! Login to your pre-order self-serve portal here to update your shipping details. You will then receive an updated pre-order confirmation email.

Can I change my email?

Yes! Please email with your updated email address, and a customer service team member will get this updated for you. You will then receive an updated pre-order confirmation email.

What happens if I cancel my pre-order?

You can cancel at any time here before your pre-order ships 

You will receive an email confirming the refund and will see the money back in your account in 3-5 business days, depending on your bank. 

Is my payment information safe?

Payment information is processed securely by Stripe. No card details are transferred to or held by Elite Supps or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols. 

I have asked for a refund. How will I be refunded?

Refunds are issued to the debit or credit card used at checkout and will be processed within 3-5 business days, depending on your bank. 

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.

What is the returns policy?

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

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.

What Is The 5 Scoop Guarantee And How Does It Work?

At Elite Supplements, we recognise that for those trying a new product for the first time, taste can be a major concern.

We believe this shouldn't hinder your experience. That's why we offer a 5 scoop guarantee on selected items. This guarantee is exclusive to certain brands and allows you to swap flavours if you're unsatisfied.

Simply reach out to us within 14 days of receiving your product. Please note that this guarantee applies solely to designated exclusive brands and labeled products. For online purchases only. Check with your local store for their return policy.

Eligible products include full-sized powdered supplements from Emrald Labs, Lunar Performance, ANS, Biotech USA, Podium, and Scitec.

Is There A Limit To The Use Of These?

Yes there is a limit. Unfortunately, we can only offer the 5 scoop on one product per order.

How do I activate my 5 Scoop Guarantee?

Please don't hesitate to contact us via phone or email and provide your order number. Once confirmed, please inform us of your desired replacement flavour.

Kindly return the opened tub to us at your expense, allowing us to send out the exchange flavour to you.

Please be aware that if we're unable to facilitate a flavour exchange due to stock availability, we can provide compensation in the form of a gift voucher equivalent to the product's retail value.

No refunds or other products/sizes can be exchanged under the 5 Scoop Guarantee.

Is tiered pricing available on all products?

No, tiered pricing is not available on consumables, bundled products, products in the 50-80 off collection.

Are website prices the same as in-store?

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.

If you are buying a product with tiered pricing, you will not be able to stack a discount code on top of the already discounted product through tiered pricing. We will automatically apply the highest discount value for you.

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.

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.

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 are there holes in the OxyShred seal?

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

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).

Are your products safe for children to purchase?

At Elite Supps, the safety and well being of our customers are our top priority. Whilst, all our products are legal for purchase by individuals of any age, many of them include a label recommending they are not intended for use by people under the age of 15. This recommendation is to encourage individuals to make relevant enquiries to ensure informed purchases.

Our goal is to be a holistic family friendly business for customers of all ages. Therefore we strongly advise consulting with a healthcare or dietetic professional, especially for younger users, to ensure the product is suitable for their individual health, nutrition, and exercise goals. If you have any questions or concerns, about the product itself we are here to assist you.

How Do I earn 5% cashback?

You'll earn 5% cashback on every purchase when you have an account through our Elite App. Make sure you that the email you are using when creating an account in the Elite App is the same you use when placing your orders online.

You can still get cash back for your order even if you didn't have an account at the time of purchase. We offer a 7-day look back window for this purpose. To be eligible for cash back, make sure to use the same email address when signing up for the app as you used when you placed your order online. If you sign up with the app within 7 days of the purchase taking place, you'll receive your cash back directly into your account.

What is my Cashback Balance?

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

You can also find your cashback by login in to your account on our website.

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 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 Manually Update The App To The Latest Version?

To manually update the app, please follow these instructions:

Apple:
https://support.apple.com/en-au/HT202180

Android:
https://support.google.com/googleplay/answer/113412?hl=en

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 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.

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”.

If you have made a subscription through our external subscription payment page, please reach out to app@elitesupps.com.au and we will help you to manually cancel the 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”.

What does Elite Supplements do to become a more sustainable and responsible brand?

Here at Elite Supplements, we try to make sustainability the core of our operations. We are proud to offer products that feature biodegradable scoops and packaging, significantly reducing environmental footprint and supporting our customers' eco-conscious lifestyles. Additionally, our warehouse is committed to proactive recycling efforts, ensuring that all materials are processed responsibly.

These initiatives are part of our broader commitment to sustainability and demonstrate our dedication to not only meeting the needs of our customers and environment.

What are the T&C on the current Free 500g bag of Whey promo

Buy any 2.2kg bag of Emrald Labs 100% Whey and you'll get to pick a free 500g bag of Emrald why.

Limit to 1 per order.