This optional protection is offered to you solely in order to effectuate the shipment of your package(s). The cost of adding yourshipment to the Easy Protection Policy includes compensation paid to Easy Protection for making this protection available.
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:
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.
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.
ORDER INFORMATION & CONCERNS
How do I apply my reward points or the reward gift?
When you receive enough points to receive a gift, you can redeem one of the many options. Once redeemed, you will be given a discount code to which you apply to your cart at the end of checkout. (However please ensure you have put the item in your cart before you apply the code).
Please note - the discount code will only apply to purchases of $100 or more.
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 to the cart as it is not automatically applied.
Why is my order not here when it states same day dispatch/delivery
Elite Supps only offers same day dispatch before 1pm, not delivery. This also excludes weekends. The $10 shipping free is for standard and generally takes 2-5 business day in AUS.
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.
Are website prices the same as instore?
All online offers and prices are valid for online purchases only.
All Elite Supplement shopfronts retail at online prices inclusive of freight.
What are specials and clearance items?
Special and clearance items may contain short dated stock or items that are being discontinued. We do not accept returns for specials and clearance items unless the product is damaged, defective or faulty (as per ACL), or if we've 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 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 $10 for standard shipping (2-5 business days). For express shipping (1-3 business days) it is an additional cost of $29.95. If your order totals over $150, then you receive Free Standard Delivery (AUS Only)
My order has arrived but one of my products is damaged/missing
If you receive the wrong item or your order has been damaged in some way please email firstname.lastname@example.org with images and your order number and one of our customer service staff will contact you as soon as possible.
I have received a credit, how do I access it?
Credits are applied for orders or items that have been returned or faulty. To access this credit you must log in to your account and go to your account details, the amount will appear under store credit. 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: $24.95
How does the 30 day money back guarantee work?
The 30 day money back guarantee is applicable if you have a change of mind about a product you have ordered (for example wanting a different flavour) or decided you no longer want the product.
To be eligible for the 30 day money back guarantee
Product must be returned unopened*Enquiry must be lodged within 30 days of purchase date to email@example.com notifying us of your request
Once we receive your item back in re-sellable condition, your money will be refunded.
Please note - if you have received an item that is defective or faulty, you are entitled to receive a replacement or refund at any time - there is no time restriction.
However, under Australian Consumer Law, refunds and/or 30 day money back guarantees are not legally applicable on dissatisfaction with an element of the product that does not represent a product fault.
Examples include not liking a flavour, preferring a different consistency or realising you've bought the wrong flavour. If you have opened and used the product, In such instances as (but not limited to) the above, Elite Supps Australia is under no legal obligation to refund based on the above.
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 view our full policy by visiting our returns page http://elitesupps.returnscenter.com/ for more information :)
What is "pre-purchase"?
Pre purchase, or pre-order - are when you can lock in and reserve your specific items today for products that may not be available to dispatch immediately.
Pre purchase items include notes in the description advising on the estimated arrival times for the specific product in reference.
Pre purchase items that are bought in orders with more than 1 product cannot be split - so your entire order will ship when your pre-purchased item arrives.
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.
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