Frequently Asked Shipping Questions

Due to Australia Post experiencing a surge in volume nationwide you may notice some delays in our quoted delivery times, including express post. Find out more about the impacts on Australia Posts' website.

As usual if you have any questions please contact our Customer Service team using our contact form, on +61 3 6266 4725 or using our Live Chat in the bottom right of the page.

Quick links

How much does shipping cost at Bulk Nutrients?

Australia

We offer a flat rate of AU$7 to ship to anywhere in Australia.

Orders 3.5kg and under are shipped Express Post, while those over 3.5kg are shipped through Parcel Post.

New Zealand

Orders travelling to New Zealand will incur different shipping costs depending on the order weight:

  • 0 - 1.9kg is AU$15 (and ships via Express Post)
  • 2.0 - 4.9kg is AU$20 (and ships via Parcel Post)
  • 5.0 - 20kg is AU$25 (and ships via Parcel Post)

Will my order go express?

Australia

All Australian orders 3.5kg or less are automatically sent Express Post for speedy delivery.

Over 3.5kg? Your order will be sent via Parcel Post.

Note, All Tasmanian orders ship by Parcel Post.

New Zealand

All orders 1.9kg or less on route to New Zealand are automatically sent Express Post.

If your order is more than 1.9kg, it will go Parcel Post.

How do you find out the weight of your order? Simply add each item’s weight together. You’ll find the weights specified in the product listing.

How long will it take to receive my order?

Australia

If your order was shipped via Express Post (see the above question), it will generally be delivered within 1-2 business days. This is provided you are within the Express Post serviced area.

Regular Post takes a bit longer and delivery times can vary, as you can see in the table below.

LocationBusiness Days
Tasmania1
Victoria (includes Melbourne Metro)3 - 4
Sydney Metro & ACT4 - 5
South Australia (includes Adelaide Metro)4 - 5
Queensland Central & South (includes Brisbane)5 - 6
NSW Regional5 - 6
Perth & Darwin Metro6 - 7
Northern Territory Regional6 - 8
Far North Queensland6 - 10
Western Australia Regional7 - 9

New Zealand

Our New Zealand customers can expect the following transit times:

  • Express - 2 to 4 business days
  • Standard - 4 to 6 business days
  • For rural or remote areas - add three business days

When will my order be dispatched?

Great question! Possibly our most popular one.

If you place your order before 3pm (AEDT) on a business day, we can usually get it out the same day. If it’s after 3pm (AEDT), it’ll go the next business day.

This excludes public holidays and any Australia Post holidays.

Order placed before 3pm AEDTOrder placed after 3pm AEDT
MondaySame dayTuesday
TuesdaySame dayWednesday
WednesdaySame dayThursday
ThursdaySame dayFriday
FridaySame dayMonday
SaturdayMondayMonday
SundayMondayMonday

Can I track my order?

Australia

Absolutely! In your shipping confirmation email there’ll be a unique tracking code that you can enter on the Australia Post website.

It can take up to 24 hours for the tracking information to appear on their website.

New Zealand

Tracking is also available for orders shipped to New Zealand through the Australia Post website as well as the New Zealand Post website.

As your order gets closer to delivery the New Zealand Post website will provide the most accurate information.

The quickest way to track your order is with the AusPost mobile App.

Deliveries are automatically added to the app when using a MyPost account and you can receive live updates to find out exactly where your parcel is and when you will receive it.

The AusPost app also allows you to set up a parcel locker collection, redirect your order and request your parcel to be left in a safe place.

Track and manage your deliveries from your smartphone, tablet or smartwatch by downloading the app on Android or Apple.

My package isn’t here yet. What’s going on?

First up, track your parcel on the Australia Post website (or the New Zealand Post website if you're in New Zealand). You’ll find your tracking code in the shipping confirmation email.

If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late based on the table above.

That means if we were sending to Sydney via Regular Post, more than 9 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter.

So if your package is more than three days late, and be sure to include your name, order number, tracking number and contact information so we can find out what’s going on for you.

Parcels coming into New Zealand

Clearance through Customs

All tracked orders coming into New Zealand are scanned on arrival and again on clearance from the New Zealand Customs Service (Customs).

You can check for these scans on the New Zealand Post tracking tool.

If Customs are holding an item for clearance or payment of duties, taxes or Customs fees, this will appear in tracking as 'Held for clearance'.

For more information, see Is Customs holding my parcel?

Duties and Charges

As a rule of thumb, orders over NZ$399 will incur Customs Duty when shipped to New Zealand.

Use the What's My Duty Estimator on the New Zealand Customs Service website to see if this cost applies to your order.

Does my order need to be signed for when it’s delivered?

It’s up to you. We provide you with the option when you place your order. But there's two things you need to know:

  • If you choose ‘No signature required’, we can’t be held liable for your parcel going missing.
  • Also, strangely, we can’t guarantee that Australia Post won’t ask for a signature anyway. In some areas, Australia Post will require a signature on all parcels regardless of what you specify.

Find out more about opting to leave your parcel in a safe place here.

I placed an order but didn't receive confirmation. Where'd it go?

There are a few possible reasons why you might not have received a confirmation email after placing an order:

  • Check your junk email, it's sometimes hiding in there.
  • If you have email accounts, make sure you're checking the right one.

If you've double checked those things and still don't have a confirmation email, please and we'll manually make sure your order was submitted successfully.

My product/s are damaged/there’s something wrong with them. Can I have a new one/s?

Oh no! Damaged parcels are the worst. We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw them away!

If it’s possible, snap a photo of the damage and . We can then arrange to replace or swap the items, and will organise for you to return the damaged items back to us.

You guys stuffed up, or I got a bonus I didn’t ask for. Can you fix it?

That's no good at all. Sometimes we do get things wrong, and we’ll do our best to fix it up asap! If you we can figure out what went wrong and how to fix it for you. Please do not dispose of or open any incorrect products unless we advise you to.

I changed my mind about a product. How do I return it?

As we are experiencing large amounts of bulk buy orders, we will not be able to accept returns in the same way we used to.

Effective from 16th March 2020, we will only provide a change of mind refund for a single unit of a product. (ie if you ordered 10kg of Vitamin C, we will only accept a return for a single unopened bag)

If you’ve changed your mind and want to return an unopened product, here’s what you need to do:

  • so they know what’s going on.
  • Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs).
  • We’ll process your refund when we receive the item and email you to let you know.
  • Note: We have a limit of one return per month, and we can’t refund goods that have already been opened unless it’s a damage or quality issue (see the previous question).

Can I pick up items from your warehouse?

Unfortunately pick up is not available from our warehouse as we are an online store only.

How can I contact the Customer Service team?

You want to talk to us? Hurrah! We love talking to customers and are ready to help. If it’s regarding an order, make sure you have your order number ready so we can bring it up in our system.

You can get in touch via:

  • Phone. Call +61 3 6266 4725 from 8:30am to 5pm Monday to Friday AEDT.
  • Live Chat. If we’re online, you’ll see a little tab at the bottom of this screen saying Live Help is Online. Click here to chat! Just click that, and you’ll be connected to one of our team.
  • Email. Pop a summary of your question (including any reference numbers) into our contact form and hit send.
  • Social Media. Hit us up on Facebook, Twitter or Instagram with your questions. Sometimes we’ll need to get other contact details off you so we can help you out, but it’s a great starting point.

Shipping Frequently Asked Questions

How much is shipping?

Shipping for all Australian orders is a flat rate $7!
NZ orders are a bit different depending on the order size.

0 - 1.9kg is AU$15 (and ships via Express Post)
2.0 - 4.9kg is AU$20 (and ships via Parcel Post)
5.0 - 20kg is AU$25 (and ships via Parcel Post)

Will my order go express?

All Australian orders 3.5kg or less are automatically sent Express Post for speedy delivery. Over 3.5kg? Your order will be sent via Parcel Post.

All orders 1.9kg or less on route to New Zealand are automatically sent Express Post. If your order is more than 1.9kg, it will go Parcel Post.

Does Bulk Nutrients ship internationally?

At this stage we ship within Australia and New Zealand.

How long will my order take if I order today?

For more information on shipping times, see our link .

If we receive your order before 3pm (AEDT) it will always leave us the same day though.

Can I organise Express shipping for over 3.5kg orders?

Certainly! This will require a manual phone order with the team on 03 6266 4725 during business hours. This will be an additional $7.00 for per 3.5kg added.

I've been issued a tracking number but it still shows no movement?

Tracking will only show movement once it arrives into your destination state. Depending on your state, it can sometimes be days before tracking shows any movement (this does not mean it is not moving).

What does "Awaiting Fulfilment" mean with my order?

This means we have successfully received your order and it is awaiting processing on our end.

What does "Completed" mean with my order?

This means we have now fulfilled your order, ready for shipping.

I didn't receive an email confirmation after my order

We recommend checking your junk inbox, if you're still are unable to locate it, please use our contact us page.

Can I pick up items from your warehouse?

Unfortunately pick up is not available from our warehouse as we are an online store only.

Who do I contact to enquire about an order or if I have a question?

We can be contacted directly by phone +61 3 6266 4725 or via our contact us page.

I've just realised I've entered the wrong address but my order's been dispatched. What can I do?

We recommend first attempting to change your address via Australia Post MyPost delivery options. Failing that, please contact us for assistance.

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