FAQ

Frequently Asked Questions

If you cannot find the answer you are looking for, please contact us at info@healthproductsconnect.com.au and our team will be happy to assist.

1. Do I need an account to place an order?

Yes. Customers are required to create an account to place orders through the B2B portal. Each customer is restricted to one account to ensure accurate ordering, pricing, and account management.

2. What payment methods do you accept?

Orders placed through our website or B2B portal must be paid electronically using the payment methods available at checkout. Some wholesale customers may be approved for credit terms subject to prior agreement.

3. Do I need to pay before my order is shipped?

Yes. Orders placed online require payment in full before goods are dispatched unless you have an approved wholesale account with credit terms.

4. Are prices inclusive of GST?

Prices displayed on our website and portal are exclusive of GST. GST is calculated and added during checkout.

5. How much does shipping cost?

Orders over $300 qualify for free freight. The B2B portal only accepts orders above this minimum order value.

6. How long does delivery take?

Delivery times vary depending on product availability and location. While we aim to meet estimated delivery times, they are indicative only and delays may occasionally occur due to circumstances outside our control.

7. What happens if my order does not arrive?

If your order has not arrived within the expected timeframe, please contact us at info@healthproductsconnect.com.au.

Please include your order number so we can investigate the shipment and assist you as quickly as possible.

8. Can I cancel or change my order?

Orders are processed quickly for picking and packing. Because of this, changes or cancellations may not always be possible once an order has been placed.

If you believe there has been an error with your order, please contact us immediately at info@healthproductsconnect.com.au and include your order number.

9. Do you offer refunds if I change my mind?

We generally cannot offer refunds for change-of-mind purchases. Please ensure your order details are correct before submitting your order.

10. What should I do if my order arrives damaged or incorrect?

If the goods you receive are damaged, defective, or different from what you ordered, please contact us immediately at info@healthproductsconnect.com.au.

Please include your order number and proof of purchase so we can assist you as quickly as possible.

11. How quickly must I report a shortage in my order?

Any claim for missing or short-delivered goods must be submitted within two (2) business days of receiving the delivery.

Please contact info@healthproductsconnect.com.au and include your order number.

12. Is my personal information secure?

Yes. Health Products Connect manages personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth).

Your information is stored securely and used only for purposes such as processing orders, managing customer relationships, and improving our services.

For more information, please refer to our Privacy Policy.

13. Do you store credit card information?

No. Health Products Connect does not store credit card details. Payments are securely processed by third-party payment providers.

For more information, please refer to our Privacy Policy.

14. Will I receive marketing emails?

We may occasionally send updates regarding promotions, products, or events that may be relevant to your business. You can unsubscribe from marketing communications at any time.

For more information, please refer to our Privacy Policy.

15. Can I access or update my personal information?

Yes. You may request access to or correction of your personal information by contacting us at info@healthproductsconnect.com.au.

For more information, please refer to our Privacy Policy.

16. What if I have a complaint or concern?

If you have any questions, concerns, or complaints regarding your order, our services, or the handling of your personal information, please contact us at info@healthproductsconnect.com.au.

Our team will review the matter and aim to respond as promptly as possible.

17. Do you offer bulk pricing?

Yes. Pricing may vary depending on order volume and account type. If you require larger quantities or ongoing supply, please contact us at info@healthproductsconnect.com.au to discuss bulk pricing options.

18. Can products go on backorder?

If a product becomes unavailable after an order is placed, we may offer a refund, credit, or alternative product depending on availability.

19. Can I place large or special orders?

Yes. If you require large quantities or specific products that are not currently listed, please contact us at info@healthproductsconnect.com.au and our team will do our best to assist.