Frequently Asked Questions

Free shipping is available for Australian orders only and applies only when the final order total is $150 or more after any discounts have been applied.

Here are a few common reasons why free shipping may not apply:

• If you’ve used a promo or discount code that brings your total below $150, your order will no longer qualify for free shipping.
• Free shipping is exclusive to Australian addresses. Orders shipping internationally are not eligible.
• Certain items, such as Sea Moss Gels, are excluded from free shipping. These require express delivery to ensure they remain refrigerated and safe during transit.

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

Apple Pay and Google Pay are dynamic options that only appear when certain conditions are met. Apple Pay requires the use of Safari on an Apple device with Apple Pay enabled, while Google Pay appears when using supported browsers such as Chrome, Firefox, or UC Browser with Google Pay set up.

Please note that Elite Supplements cannot control when or if these buttons display, as this is determined by Apple and Google. All online payments are processed in a secure 256-bit AES encrypted environment and are subject to validation and anti-fraud checks by both Elite Supplements and your card issuer. We are fully PCI-DSS compliant and do not store any cardholder information.

You may also be prompted to complete a 3D Secure verification step depending on your bank, which could involve entering a password or receiving a security code via SMS or email.

Express shipping is a faster delivery option that is prioritised over standard shipping, though overnight delivery is not guaranteed. According to Australia Post's updates, the average delivery time to capital cities is 1 - 5 business days from our dispatch centre in the ACT. Please note that express shipping is not available for orders containing RTDs (Ready To Drink products), due to shipping restrictions.

We offer flat rate standard shipping across Australia for $9.90, with delivery typically taking 3 to 15 business days, depending on your location.

If you’d prefer faster delivery, express shipping starts from $13.90, with an estimated delivery window of 1 to 5 business days. Final express rates depend on your location and the weight of your order.

Spend $150 or more and get free standard shipping! This offer applies only to Australian deliveries, and the free shipping threshold must be met after discounts are applied.

Yes, we do! We’re proud to offer international shipping so customers around the world can enjoy their favourite Elite Supplements products.

We charge flat rate international shipping, which means the cost stays the same no matter how big your order is.

Delivery timeframes may vary depending on your location and customs clearance.

For full details on shipping options, delivery times, and costs, please refer to our Shipping & Returns Policy.

While we aim to dispatch all orders as quickly as possible, orders placed from Friday afternoon through to Sunday are shipped on the following Monday. This is because our courier partners do not operate on weekends, so dispatch isn't possible during that time.

Rest assured, we prioritise all orders and will have your parcel on its way as soon as possible once courier services resume.

Yes, you can! We now offer Click & Collect at selected Elite Supplements store locations. Simply choose the Click & Collect option on the product page or checkout and select your preferred store.

Once your order is ready, you’ll receive a notification letting you know it’s available for pickup. Please wait for this confirmation before heading to the store.

Yes, customs fees may apply depending on the destination country, the total value of your order, and the shipping carrier used.

Any import duties, taxes, or handling fees are the responsibility of the customer and are typically payable directly to the courier upon delivery. These charges are not included in your order total and may vary by country.

We recommend checking with your local customs office for more information on potential import costs before placing your order.

To receive your order by December 25th, please place your order before the following cut-off dates.

Standard Shipping Cut-Offs

NSW, ACT, VIC, QLD, SA: Order by 20 December

TAS: Order by 19 December

WA: Order by 18 December

NT: Order by 16 December

Express Shipping Cut-Offs

NSW, ACT, VIC, QLD, SA: Order by 23 December

TAS, WA, NT: Order by 19 December

Important: These dates are based on delivery estimates provided by Australia Post. Please be aware that delays may occur due to high parcel volumes during the holiday season. We recommend ordering early to avoid disappointment.

To receive a free product or promotional deal, the free item must be manually added to your cart, it is not applied automatically at checkout.

If any item that’s part of a bundle or deal is removed from your cart, the discount or freebie offer will also be removed. Please double-check your cart before checking out to ensure all promotional items are included.

Our same day dispatch promise means that if you place your order before 1:00 PM (AEST/AEDT) on a business day, it will be shipped out from our warehouse that same day, not that it will be delivered to you on the same day.

Delivery time depends on the shipping method selected and your location. Please also note that same day dispatch does not apply on weekends or during peak sale periods, when processing times may be slightly longer.

Rest assured, we always work as quickly as possible to get your order on its way!

We're really sorry to hear that something in your order isn’t quite right! While we do our best to ensure every order is packed and shipped correctly, occasional mistakes can happen.

To help us resolve the issue as quickly as possible, you have two options:

• Send the details of your issue to enquiries@elitesupps.com.au. Be sure to include your order number, a description of the issue, and clear photos of any damage or incorrect items received.
• Alternatively, you can submit your claim through our Returns Portal. Please provide a description of the issue and upload clear photos showing the damage or any missing products.
  

Our Customer Success team will review your claim and get back to you promptly with the next steps for a resolution.

A pre-order means the item is currently out of stock at our warehouse, but has been ordered from our supplier and is on its way.

If you purchase a pre-order item along with other in-stock products, your order may be split into multiple shipments to help reduce delays and get available items to you sooner.

To help provide a smooth and transparent pre-order experience, we use Purple Dot: a trusted technology partner that keeps you informed every step of the way. With Purple Dot, you’ll receive timely updates on your pre-order and gain access to a self-serve portal where you can change your shipping address or amend your order as needed.

When you place a pre-order, you’ll be asked to provide your email, shipping address, and card details, just like a standard checkout. All order communication, including your unique pre-order reference number and updates to shipping dates, will be sent to the email address you provide. Purple Dot supports all major card networks, including Visa, Mastercard, and American Express.

Your payment is securely processed by Stripe, and Purple Dot holds your funds safely until your item is ready to ship. If you change your mind at any time before dispatch, you can cancel your pre-order through the self-serve portal and receive a full refund, which is typically processed within 3 - 10 business days depending on your bank.

If the shipping date changes, Purple Dot will automatically notify you via email. You can also check or update your estimated shipping details at any time through the self-serve portal. To change your shipping address, simply log in to the portal and update your details; a new confirmation email will follow. If you need to update your email address, please contact our Customer Success team and we’ll update it for you.

Rest assured, your payment information is secure. No card details are stored by Elite Supplements or Purple Dot, and all transactions are handled using the latest security protocols.

We understand how frustrating it can be when your order is marked as delivered but hasn’t turned up.

Here are a few things to try first:

1. Couriers may leave parcels in discreet or safe locations such as your mailbox, front door, carport, behind a gate, or in a safe drop area.
2. A housemate, family member, or neighbour may have accepted the delivery on your behalf.
3. Sometimes, orders are marked as delivered a little early. Please allow up to 48 hours after the delivery scan for your parcel to arrive.

Still can't locate your order?
If you’ve tried the above steps and your order still hasn’t shown up, please get in touch with us as soon as possible at enquiries@elitesupps.com.au with your order number.

Our Customer Success team will investigate the issue and work with you to find a resolution.

We’re truly sorry to hear that your order wasn’t perfect. While we strive to get it right 100% of the time, mistakes can occasionally happen. If you’ve received a damaged item or are missing something from your order, please email us at enquiries@elitesupps.com.au with clear photos of the issue. Our Customer Success team will investigate and assist you as quickly as possible.

We want you to be completely happy with your purchase, so if you need to return an item, we’re here to help. You can return products provided they are unopened, unused, and in their original packaging.

To begin a return, please visit our Returns Portal here.

For more detailed information, including eligibility and refund timeframes, please refer to our Shipping & Returns Policy.

Our 30 day money back guarantee applies if you’ve had a change of mind about a product you ordered. To be eligible, your request must be made within 30 days from the date your order was shipped, and the product must be unopened and in sellable condition.

Please note that change of mind does not include issues like not liking the flavour or taste of a product.

To start a return, please use our Returns Portal. Once we receive the item and confirm it meets the eligibility criteria, your refund will be processed back to your original payment method.

If you need any help during the process, our Customer Success team is always here to assist.

You may be eligible for a refund if you return an unopened item within 30 days from the date your order was shipped.

To request a refund, please use our Returns Portal to begin the process.

Once we receive and inspect your returned product, we’ll process your preferred resolution. Depending on your choice and eligibility, this may include:

• Refund: Sent to your original payment method, minus return shipping, insurance, and original shipping charges.
• Store Credit: Provided as a digital gift card.
• Product Exchange: Offered when stock is available and applicable.
  

Please allow up to 10 business days for the refund to appear in your account after your return has been processed.

We’re only able to accept returns for products that were purchased directly from the Elite Supplements website.

If you purchased your item from another retailer or store, please contact them directly to enquire about their return policy, as we are unable to process returns or exchanges for in-store or third-party purchases.

We offer a 1 year limited warranty on all electronic devices sold at Elite Supplements. This warranty covers any defective materials or components due to manufacturing faults.

If your warranty claim is approved, you’ll receive either:

• replacement of the item, or
• store credit for the original purchase amount

Please note, the warranty does not cover:

• Normal wear and tear
• Misuse or accidental damage
• Loss or theft of the product

To submit a claim, please use our Returns Portal. Our team will review your request and get in touch with the outcome.

No, tiered pricing is not available on certain product categories. This includes consumables, bundled products, and any items from our 50-80 off collection. Tiered pricing is only applied to eligible items and will be clearly reflected at checkout when applicable.

Not always. Our online and in-store prices may vary from time to time due to differences in stock availability, promotional offers, and shipping or handling considerations.

Prices on our website are tailored specifically for online purchases and may not reflect those available in physical stores. This pricing approach is in line with common Australian retail practices and follows ACCC guidelines.

Some offers such as online exclusives, clearance items, or discontinued products, may be available only online and not in-store.

While pricing may differ, we always strive to provide great value through both our website and retail locations. We appreciate your understanding and support.

Specials and clearance items are products offered at a discounted price, often because they have a short expiry date or are being discontinued.

Please note that these items are final sale, which means we are unable to accept returns, exchanges, or provide refunds unless the product is damaged, faulty, or you’ve received the wrong item, in accordance with Australian Consumer Law.

To apply your discount code, simply enter the code on the checkout page before completing your purchase.

Please note that only one coupon or discount code can be used per order, and some exclusions may apply depending on the promotion.

Be sure to apply your code before finalising your order, as we’re unable to add discount codes once your order has been placed.

Most full priced items online are eligible for discount codes, however, already discounted products are excluded. This includes:

• Bundles
• Boxes of bars or drinks
• Specials or sale items

Discount codes are valid for online use only and cannot be used in-store.

If you're purchasing a product with tiered pricing, you won’t be able to apply a discount code on top of the tiered discount. Don’t worry, we’ll automatically apply the highest available discount at checkout to ensure you get the best value.

If you've received a store credit in terms of a gift card, it will be issued as an e-gift card that can be used online only.

To use it, simply enter the gift card code in the discount code section at checkout. The value will be automatically applied to your next order.

Please make sure to use the same email address the gift card was issued to when placing your order for a smooth checkout experience.

Online vouchers may be accepted in-store, but it is at the discretion of each individual store whether they can honour it.

Many of our locations are independently franchised, so we recommend contacting your local Elite Supplements store beforehand to confirm if they accept online-issued vouchers. Be sure to bring proof of the voucher and the passcode or serial number when visiting.

While some supplements may be safe during pregnancy or breastfeeding, individual needs and safety can vary, so it’s important to consult with your doctor, pharmacist, or healthcare professional before taking anything new.

That said, we recommend speaking to your healthcare provider about natural, low-stimulant options such as:

• Natures Farmer Sea Moss Gel: a natural source of vitamins and minerals
• Magnesium Glycinate: a gentle form of magnesium that supports relaxation and muscle health

These products are generally well tolerated, but we still advise reviewing any supplement with a medical professional before use during pregnancy or breastfeeding.

The small pinholes in the OxyShred tub seal are intentionally added by EHP Labs to help prevent the seal from bursting during transit. These ventilation holes allow for pressure release and do not compromise the safety or integrity of the product.

Occasionally, you may notice a difference in the colour of capsule casings between batches of Emrald Labs products. This is simply due to supplier availability and does not reflect any change to the product formula or the type of capsule used.

The quality, ingredients, and performance of the product remain exactly the same, only the appearance of the capsule may vary.

At Elite Supps, the safety and wellbeing of our customers is our top priority. While all of our products are legal for purchase by individuals of any age, many come with a recommended age label stating they are not intended for use by persons under 18 years.

This recommendation is there to encourage informed decision making and to help ensure that younger customers consult a healthcare or dietetic professional before using supplements.

We aim to be a family friendly and holistic brand, but we strongly advise seeking professional advice to determine whether a product is suitable for a child’s individual health, nutrition, and fitness needs.

All supplements sold on our website come with a minimum expiry of 4 months or more, unless clearly stated otherwise.

Any product with 3 months or less remaining until its expiry date is considered short-dated and will be clearly advertised on the product listing so you know exactly what you're purchasing.

You’ll earn 5% cashback on every purchase when you have an account through our Elite App. Just make sure the email you use to create your app account matches the one used for your online orders.

Even if you didn’t have an account at the time of purchase, you can still earn cashback! We offer a 7 day lookback window, so if you sign up for the Elite App within 7 days of your purchase using the same email address, your 5% cashback will be added directly to your account.

It’s our way of saying thanks for shopping with us!

You can view your cashback balance at the top of your home screen in the Elite App, as well as in the “Rewards” tab.

Alternatively, you can check your balance by logging into your account on our website, your available cashback will be displayed in your account dashboard.

To redeem your cashback balance online, simply log into your account on our website. You’ll see your current cashback balance displayed, just click the “Click here" to redeem your cashback link.

From there you’ll be taken to your account dashboard showing your available balance. Enter the amount you’d like to redeem, then click the “Redeem” button

You’ll be automatically redirected back to the checkout page, and you’ll also receive an email with a gift voucher code for the redeemed amount.

This gift voucher will be automatically added to the discount/gift voucher section at checkout, alongside any previously redeemed but unused cashback.

When using the Elite App, you can also find your redeemed cashback vouchers by going to “My Rewards” and tapping on “My Gift Cards.”

To redeem your cashback balance in-store, simply visit your nearest Elite Supplements store and let the cashier know you’d like to use your cashback.

Open the Elite App, tap the “Redeem In-Store” button, enter the amount of cashback you'd like to use, and click “Proceed.” A barcode will appear on your screen, just show it to the cashier for scanning, and the cashback amount will be applied to your purchase.

You can also find your redeemed cashback vouchers by going to “My Rewards” and tapping on “My Gift Cards” via the app.

An active gift card is a gift card that still has a remaining balance available to use. This balance is separate from your cashback balance and will appear under the “Active Gift Cards” section in your account or app.

Please note that occasionally a gift card may still appear under the active list even if it has already been used. If you tap on the gift card, a message will display confirming whether it has been redeemed, and if so, it will automatically be removed from the Active Gift Cards tab.

To earn cashback on your purchases, you must have an active account with us online and in the Elite App. If you don’t already have an online account, please create one on our website first by clicking here: Create Account.

Once your online account is set up, you can then download the Elite App and create an account using the same email address to start earning cashback on all future orders.

Please note that cashback cannot be applied to orders placed before your account was created and linked. To get started with the app, visit: Download the Elite App.

We understand that mistakes can happen! However, once you’ve selected to redeem your cashback for either in-store or online use, it unfortunately can’t be changed or reversed.

Unfortunately, it’s not possible to change the email address linked to your existing account. If you’d like to use a different email, you’ll need to create a new account, first on our website, then create a new account using that same email in the Elite Supps app.

Once your new account is set up, simply contact our Custoner Success team with the new email, and we’ll be happy to transfer any cashback balance you have from your old account to the new one.

To ensure you’re using the latest version of the Elite Supps app, you can manually update it by following the instructions for your device.

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

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

We have a program for everyone, whether you’re just starting out or looking to level up your training. Our programs cater to beginner, intermediate, and advanced fitness levels, and you can choose from five options including gym-based and home-based plans:

• 4 Day Full Body (Gym)
• 5 Day Muscle Build (Gym)
• Push Pull Legs (Gym)
• Tone at Home (Home)
• HIIT at Home (Home)

No matter your goals or training environment, there’s a program to help you stay on track and get results!

To choose a program, simply scroll down on the home page of the app to the “Available Plans” section. From there, just tap on your preferred program to get started. It’s quick and easy to begin your fitness journey with a plan that suits your goals!

To change your program, simply scroll down on the home page of the app to the “Available Plans” section and select a different program. Your new program will update immediately so you can continue your training without missing a beat.

Yes! Our meal plans can be tailored to suit your goals, food preferences, and allergies. When setting up your plan, you’ll be able to select options that align with your dietary needs to ensure your meals are both safe and enjoyable.

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.

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

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.

If you have an injury, we strongly recommend that you consult with your doctor or physiotherapist before starting any new exercise program in the app. Your health and safety are our top priority, and getting professional guidance will help ensure you’re choosing movements that are safe and suitable for your recovery.

We recommend that you consult your doctor or a qualified healthcare professional before beginning any exercise program during pregnancy. While some exercises may be suitable, your doctor can provide the best advice based on your individual health and stage of pregnancy. Your safety and wellbeing are our top priority.

Our community is the heart of the Elite Supps App, where we motivate, support, and inspire each other to go Beyond Your Best. You can share your progress, post updates, and connect with other users through the Community tab in the app. It’s a space to celebrate wins, stay accountable, and be part of something bigger on your fitness journey.

To set your profile to private, simply go to your profile tab in the app and toggle the “Private” switch located in the top right corner. This will hide your activity from the community feed and keep your progress visible only to you.

You can upload a progress photo at the end of a workout by using the final screen that appears after completion. Simply follow the prompt to share your progress photo with the community or save it to track your personal journey.

If you need help with the app, please email us at app@elitesupps.com.au and our app support team will be happy to assist you.

For all other enquiries unrelated to the app, please contact our general support team at enquiries@elitesupps.com.au. We're here to help!

To update your profile, go to the Profile tab in the app and tap “Profile Info” located beneath your name. From there, you can edit your personal details and save any changes.

To change your password, go to the home page in the app and tap the three lines in the top left corner. Then select “Settings”, followed by “Change Password”, and follow the prompts to update your password securely.

To cancel your subscription, go to the home page in the app and tap the three lines in the top left corner. Select “Settings”, then choose “Manage Subscription” to cancel directly.

If you subscribed through our external subscription payment page, please email us at app@elitesupps.com.au and our support team will assist you with manually cancelling your subscription.

To remove your account, go to the home page in the app and tap the three lines in the top left corner. Then select “Settings” and choose “Delete Account”. Follow the prompts to permanently delete your account.

At Elite Supplements, we are committed to making sustainability a core part of our operations. We proudly offer products that feature biodegradable scoops and eco-friendly packaging, helping to reduce our environmental footprint and support our customers' environmentally conscious choices.

In addition, our warehouse actively participates in recycling initiatives, ensuring that materials are disposed of and processed responsibly.

These efforts reflect our broader mission to operate as a sustainable and socially responsible brand, while continuing to meet the evolving needs of our customers and our planet.

Not always. In many cases, if you’ve met the promotional requirements, the free item will be automatically added to your cart at checkout. However, for some promotions, you may still need to select your preferred variant (e.g. flavour or size) before the free item is included.

We recommend reviewing your cart before completing your purchase to ensure the promotional item is visible. If you're unsure or something doesn't look right, feel free to reach out to our Customer Success team for assistance.

Some promotions are exclusive to our website, while others may apply only to selected physical store locations. Please check the promotion details carefully to see where it applies.

Discount codes typically apply to full priced items only. They cannot be used on clearance items, product bundles, or ready to drink (RTD) products unless otherwise specified. Only one discount code can be used per order, and discount codes cannot be stacked.

Unless specifically stated, free gifts are limited to one per qualifying order. For example, if a promotion offers a free gift with the purchase of a specific item, purchasing multiple quantities of that item does not entitle you to multiple free gifts, unless the promotion clearly states otherwise.

Free gifts are usually offered when your order total is over $100, and they are subject to availability. These will be either automatically added or will need to be selected, depending on the promo setup.

Yes, offers such as the Free Multivitamin Gummy, PS5 Giveaway, or seasonal promotions are each subject to their own terms, expiry dates, and eligibility criteria. Full details can always be found on the relevant campaign or product page.