FREQUENTLY ASKED QUESTIONS

Following are some of our most frequently asked questions. If you have read these and still have further queries, please feel free to contact us via email at info@aushealthwarehouse.com.

Q. Why are your prices so low?
As we operate online and don't have the costs of expensive retail space, Australia Health Warehouse can significantly reduce operating costs and pass the savings on to you. All of our products are purchased in bulk so we acquire them at a lower cost and you get to enjoy the savings. Our mission is simple: provide speedy delivery of Australia’s premier health supplements in Singapore without the hefty price tags.

Q. How do I place an order on the website?
It's easy to start enjoying our low prices and wide selection of products! Simply follow the steps below:

1. Select the product you are looking for, either from the search bar, by brand or supplements drop down bar or by simply selecting the ‘Best Sellers’ or ‘Shop for’ categories section. By clicking on the picture of the product you will be redirected to the product page where you will be presented with further information on the chosen product.

2. Select the quantity of the product you wish to purchase and then click the ‘Add to Cart’ button to add them to your shopping cart, where another page will appear displaying what is currently in your shopping cart. If you need to change the quantity of the product selected, you can amend it here and your order will be automatically updated.

3. Once you have finished shopping, click the ‘Checkout’ button in the shopping cart page and you will be directed to the customer information page where you will be required to fill in your purchase information.

4. Click the ‘Continue to shipping method’ button once you have provided your information. A flat shipping rate of SGD1.49 for purchases below SGD50 applies. Shipping is free for purchases above SGD50. Applies to deliveries in Singapore only. You are able to edit your delivery address on this page if it is not the same as the details previously entered.

5. Click the ‘Continue to payment method’ button to enter your credit card, PayPal details or alternatively, select payment by way of bank transfer. You are also able to enter a different billing address on this page should it be different to your delivery address. A review order page will come up to confirm the order and then you will be notified of your order number, and a confirmation email will be sent to you with details of your order and a link to track the order’s delivery status.

Q. Do I need a PayPal account to pay for my purchase?
No, all you need is a debit/credit card supported by PayPal. PayPal is fast, easy, and very secure payment gateway and Australia Health Warehouse do not require you to create an account with PayPal. Simply pay using your debit/credit card supported by PayPal. Once you have processed your payment with PayPal they will then send you a confirmation email to notify you the payment was successful.

Q. Are there other methods of payment other than Credit Card and PayPal?
Yes, Australia Health Warehouse offer direct bank transfer and the details are below:

Bank Name: DBS
Bank Code: 7171
Account Number: 288-902943-5
Account Name: Australia Health Warehouse Pte. Ltd.
Bank Branch: 027
Swift Code: DBSSSGSG

Be sure to do a FAST transfer for instant payment. Send us an email at info@aushealthwarehouse.com with your email invoice stating your transaction code together with evidence of payment and we will process your order.

Q. Where are the products made and are they approved for sale in Singapore?
All our products are purchased in Australia from highly-trusted health supplement companies with the highest level of quality. Currently, health supplements can be imported and sold without a licence from the Health Sciences Authority (HSA) within Singapore. Australia Health Warehouse pride ourselves in delivering products to our customers that are only of premium quality, dependable, consistent, reliable and purchased only in Australia.

Q. What happens if I cannot find a product that I want?
Australia Health Warehouse try and update our products all the time, but if we are missing something that you wish to purchase, please let us know as we are always looking to meet our customers' needs and make your shopping experience with us an enjoyable one. Just need to send the relevant product information to info@aushealthwarehouse.com and we will try our best to include the requested product in the future.

Q. How can I be notified of Australia Health Warehouse’s promotions and special offers?
Sign up for Australia Health Warehouse’s newsletter to ensure that you are up to date with our promotions and special offers. Simply enter your email address to receive updates straight to your inbox.

Q. Is my order confidential?
All information collected by Australia Health Warehouse is strictly confidential. We do not provide this information to any third party for any purposes. In addition, all Australia Health Warehouse staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

Q. What policy do we have in regard to expiry dates of products supplied?
As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than six (6) months’ supply of any product. Any orders in excess of six (6) months’ supply or in excess of retail quantities is at the risk of the customer. At Australia Health Warehouse, we practice first-in, first-out (FIFO) so you can be assured that you will always receive products that have at least six (6) months of shelf life (unless stated other wise and are on sale).

Q. Can health supplements be returned for Refund or Exchange?
We want you to be completely satisfied with your order. Any purchased order cannot be returned or exchanged so please choose very carefully. For food safety reasons, we would like to advise that products that are delivered as listed in the customer’s order form cannot be refunded or exchanged.

Q. What do I do if you have sent me the wrong item or the packaging is damaged?
We always take extreme care to deliver the correct order to you. In the event that the product(s) delivered to you is damaged or incorrect, please contact us at info@aushealthwarehouse.com within five (5) business days from the delivery date and provide us with the order reference number, name of the product, date of purchase, reason for return, a picture of the damaged or incorrect product(s) and we will get back to you as soon as possible.

If the product(s) is/are proven to be damaged or delivered wrongly due to our negligence, we will collect the product(s) from you and provide a one-for-one exchange with the correct product(s) delivered to the initial location stated in the order form. Unfortunately there will be no refund unless the product is not available or has been discontinued.

Q. How do I change or cancel an order?
To amend or cancel an order once payment has been made, please email us at info@aushealthwarehouse.com as soon as possible and we will try our best to assist you with your request. Orders placed are dispatched within the same or next business day so we advise that any amendment/cancellation should be communicated to us as soon as possible.

Please be advised that orders that have been dispatched cannot be cancelled or amended.

Q. What are the delivery charges?
A flat shipping rate of SGD1.49 for purchases below SGD50 applies. Shipping is free for purchases above SGD50. Applies to deliveries in Singapore only.

Q. How long does delivery in Singapore take?
We aim to deliver your order within two (2) to three (3) business days from the date in which the order was received.

For example: If you order before noon on Tuesday, you will receive your order latest by Thursday. If you order before noon on Friday, you will receive your order latest by Tuesday.

Q. Can you deliver my package on weekends?
We deliver Monday to Saturday. We are currently unable to make deliveries on Sundays or public holidays.

Q. How can I check on the status of my order?
Once payment for the order has been received, we will send you an email confirming that your order is being processed and a tracking number will be provided. You will be able to track your order by entering your tracking number in the “Enter the tracking number to see your order status” field in the following link: www.jtexpress.sg/trackmyparcel (note that it may take up to 12 hours after purchase before your tracking number becomes activated).

Q. Can you deliver to places other than Singapore?
Unfortunately, we only deliver to Singapore addresses at this time.

Q. Why do you collect email addresses?
Australia Health Warehouse requires your email address so as to contact you in relation to your order and to register you as a user. With your permission, Australia Health Warehouse may send you emails about our new products and other updates. If you wish to opt out of marketing offers or promotions, you can contact us at info@aushealthwarehouse.com. Out of respect for your privacy, Australia Health Warehouse will also provide you a way to unsubscribe by following instructions included in each communication.

Q. Do I need to have cookies enabled to use the Australia Health Warehouse website?
Yes, you must be able to accept session cookies for all functions on the Australia Health Warehouse site to work.

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