CAN I RETURN MY ORDER?
WE OFFER 30 DAY RETURNS:
If you change your mind or simply aren't happy for any reason, you can simply return your unopened product to our online warehouse within 30 days of purchase.
- You must tell us you wish to cancel within 7 days of your receipt of the Goods;
- In any event, you may not cancel orders for food or other perishable Goods, nor for handmade, specially commissioned or personalised goods;
- The Goods must be returned to us within 30 days of you telling us you wish to cancel:
- Goods and all packaging must be in their original condition;
- Securely wrapped;
- Including our delivery slip (if applicable)
- At your risk and cost.
- After we have received the Goods, we will credit your credit or debit card with the full purchase price of the goods returned no later than 30 days from the date of receipt;
- If you do not return the Goods to us, you are still liable to us for the cost.
- We are under no obligation to collect or recover Goods from you, but if we do, our costs will be payable by you.
Further information regarding returns regarding Faulty or Damaged goods.
Should something go wrong with your delivery such as incorrect goods sent, damage of product during transport which deems it unusable etc, we are more than happy to replace your product at no additional cost to you the customer. We do however require any claim to be made within 48 hours of receiving your goods (simply email us for a returns form) and if you are claiming something is wrong with the composition of the product, we will need to have the product returned to us at your expense for testing. If the product is considered to be faulty in any way you the customer will be reimbursed for the shipping cost plus you will be sent a replacement of the same product. If nothing is determined to be wrong in any way with the product you will have the option of having the product shipped back to you (at your expense) or we can destroy the product. No refunds or exchanges will be given on any product that has been opened or tampered with that is deemed not faulty (ie if you simply change your mind once opened or don't like the product).
CHANGES TO EXISTING ORDER?
If your order has not been processed, you can change your order by simply calling us or texting us on 0421470013 or email us at info@wheytello.com
HOW CAN I TRACK MY ORDER?
You will be sent a tracking number via email once your order has been shipped.
Fastway Couriers www.fastway.com.au/
Australia Post - auspost.com.au/track/
Startrack Express - https://www.startrack.com.au/
Please note that once we have sent your tracking number that your order is closed from our system. It is best to follow up the courier company with your tracking number for more information regarding your parcel. If the parcel is lost or damaged then please contact us immediately.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DELIVERED?
If you live in a Brisbane metro area delivery is usually 24hours or in some cases next day delivery. If you have not received your item by the following day please contact customer support on 0421470013 or email info@wheytello.com
For interstate metro areas 1-3 days. WA Orders can take from 1-7+ days depending on order qty & size.
HOW LONG WILL IT TAKE FOR MY ORDER TO BE DISPATCHED?
Everyone loves fast delivery so we guarantee* that your order will ship in 24 hours or less from time of placement.
*Guarantee does not include weekends from 2pm friday , public holidays*
*Guarantee does not include when products are not in stock or have to be sourced from other stores to the warehouse. Our warehouse will contact you if this is the case within 24 hours*
HOW MUCH DO YOU CHARGE FOR SHIPPING?
Shipping is free Australia Wide or $9.95 for Express
HOW WILL MY ORDER BE SHIPPED?
Our orders are dispatched with the following companies.
Brisbane Metro - Startrack Express or Fastway Couriers
PO Boxes, Parcel Lockers or Locked Bags - Australia Post
Interstate and wider QLD - Australia post - Startrack Express or Fastway Couriers
You will be issued a tracking number once your order is complete.
I CAN'T LOG INTO MY ACCOUNT
If you are having trouble logging into your VFSupplements account, here are a few things to try -
-
Have you activated your account?
When you register for an account or create an order for the first time, you will receive an email with an activation link. You need to click this link to activate your account and receive your password. If you didn't receive an activation email or password, check the email hasn't ended up in your spam folder. If not contact info@wheytello.com -
Are you entering your login details correctly?
Your login details are the email address you used to register (or order) and your password. Be sure to enter them exactly as they appear in your registration email, you may need to type your password instead of copy/pasting. Passwords are not case sensitive. -
Do you have web browser cookies turned off?
The Wheytello website uses browser cookies to store your session. If they are not enabled you will be logged out each time you move to another page. Be sure you have cookies enabled in your web browser before logging in. - If all else fails contact info@wheytello.com with your account details.
WHAT CURRENCY DO YOU ACCEPT?
Transaction Currency AUD ~ "All transactions are processed in AUD"
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
Wheytello are currently accepting MasterCard, Visa, Paypal, Direct Debit, Money Order & Cheque. Please be aware orders will be shipped once payment is received in full.
WHAT HAPPENS IF I DON'T RECEIVE MY ORDER?
Should you claim that a parcel has not arrived we must be notified within 7 days of it being due to arrive at your door. A proof of delivery investigation will be ordered by us with the courier company or Australia Post to determine where the parcel has been sent and who signed for it. If after this investigation it has been determined that the courier or Australia Post are at fault a full refund or replacement order will be given to you. If it is deemed the responsibility of you the customer (eg: a signature obtained by a family member or work colleague, or no signature option selected on the website) then responsibility remains with you the customer to recover the parcel as Wheytello has fulfilled its obligation to you the customer.
*Selecting no signature required on your account is at the risk of the customer. We offer a service to our customers that provides signature proof of delivery. By selecting not to have the signature obtained at delivery the liability falls back onto the customer should parcels be left at your door and then go missing and Wheytello will not be held viable for any damages sought.
WHAT IF MY CREDIT CARD SHOWS MULTIPLE CHARGES?
This can occur if the " confirm order " button has been clicked more then once or if the website crashes upon ordering. Please call us on 07 3805 8863 by 11am the next business day so we can solve the problem. Please Note* If your order has already been sent out by the time we have received your instructions then the customer will be left to pay for the postage costs of the particular item back to us. We will then refund the customer accordingly.
WHAT IS YOUR CUSTOMER SERVICE POLICY?
Wheytello is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 1-3 business days depending on your location; in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 1 business day to arrange an agreeable alternative item, a backorder or a full refund.
WHAT IS YOUR PRIVACY POLICY?
Wheytello is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalise your shopping experience with us; that's all. Wheytello uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from Wheytello only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.
Whenever you use our website, or any other website, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
WHAT IS YOUR SECURITY POLICY?
When purchasing from Wheytello your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support center info@wheytello.com