FREQUENTLY ASKED QUESTIONS
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
No, you do not need to set up an account with us to place an order. However, you may subscribe to NUTRIENT AVENUE's newsletter or save your customer and billing information for next time by checking the appropriate boxes.
HOW CAN I TELL IF MY ORDER HAS BEEN SUCCESSFUL?
As soon as your order is complete your order number will be displayed on screen and an email will be sent to you confirming the order. Please ensure you've checked for this email before contacting us.
If you were paying with PayPal, please ensure you have received an order confirmation from NUTRIENT AVENUE. PayPal sends transaction emails for most events and this may not always mean your order was successful. If you are unsure your order was completed correctly, send us a note at email@example.com.
I DIDN'T RECEIVE AN EMAIL CONFIRMATION? WHY NOT?
If you didn't receive an email there's a chance you've entered your email address incorrectly or the email has been sent to your junk folder.
If you were logged into MY ACCOUNT you can view your order history there, but if you are still unsure if your order was completed correctly, send us a note at firstname.lastname@example.org.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accepts payment via VISA, MasterCard, American Express and Diners Club credit cards. We only accept credit cards issued in Australia.
You can also pay with PayPal (www.paypal.com.au). If you choose to pay via PayPal, you’ll be directed to the PayPal site to LOG IN and review the amount shown before clicking PAY NOW. Once the transaction’s complete, you’ll then return to NUTRIENT AVENUE.
NUTRIENT AVENUE does not accept cash, cheques or COD (Cash on Delivery) and cannot take orders over the phone or via email.
WHAT CURRENCY ARE PRICES DISPLAYED IN?
All prices displayed, including shipping (if any) are in Australian Dollars (AUD).
I THINK I HAVE BEEN CHARGED INCORRECTLY. WHAT SHOULD I DO?
When paying with credit card, an authorisation will be processed to your card and this amount is then captured to pay for your order. Some banks will display these pending transactions for several days until they eventually expire and disappear from your statement, so please allow 3-5 working days to pass before contacting us.
CAN I CHANGE MY ORDER ONCE IT HAS BEEN PLACED?
If notified at email@example.com within 2 hours of the order being placed, NUTRIENT AVENUE can accommodate change requests and cancellations.
NUTRIENT AVENUE does however reserve the right to refuse order cancellations and change requests so please ensure all details are provided in full and are correct at the time of order placement.
CAN I CHANGE MY ADDRESS DETAILS?
The delivery address for your order is shown in the checkout and on your order confirmation. If notified at firstname.lastname@example.org before items have been dispatched, NUTRIENT AVENUE may, at its discretion, accommodate address changes.
NUTRIENT AVENUE takes no responsibility for Orders shipped to an incorrect or invalid address and is not liable for any loss associated.
WHAT CAN I DO IF THE PRODUCT I WANT IS OUT OF STOCK?
We aim to always be in stock however from time to time we may sell out. If you have any queries on locating specific items, send us a note at email@example.com.
SHIPPING AND DELIVERY
WHICH COUNTRIES DO YOU SHIP TO?
Just Australia at the moment. However exceptions may be made on a case-by-case basis.
Send us a note at firstname.lastname@example.org and we will calculate your shipping costs when you place an order. Please note that international delivery costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient.
HOW LONG DOES DELIVERY TAKE?
STANDARD SHIPPING | 3-6 working days from the date of dispatch.
EXPRESS SHIPPING | 1-2 working days from the date of dispatch.
If you live outside metro areas, please allow an additional 2 working days for delivery.
NUTRIENT AVENUE delivery dates are best estimates only and NUTRIENT AVENUE will not be liable for any loss or damage suffered by you due to any reasonable or unavoidable delay in delivery.
Orders placed during Christmas or sale periods may take up to 10 working days to arrive.
HOW MUCH DOES STANDARD SHIPPING COST?
FREE on all Australian orders over AU$75.00. $9.95 for all Australian orders under AU$50.00.
HOW MUCH DOES EXPRESS SHIPPING COST?
Express shipping will be calculated in the shopping cart.
DO YOU SHIP TO PO BOXES?
No, unfortunately we do not ship to PO Boxes or Parcel Lockers. If you cannot provide a business or residential address for us to deliver to, please contact us.
HOW CAN I TRACK MY ORDER?
Orders will be processed and dispatched within 1-2 business days.
NUTRIENT AVENUE uses Australian Registered Post, Couriers Please and FastWay whereby we can track any purchases easily and in a timely manner.
Upon shipment, you will receive a shipment confirmation email with your tracking number.
DO I NEED TO SIGN ON DELIVERY?
All orders valued at over AU$750.00 will require a signature on delivery.
Please ensure that you provide an appropriate shipping address that is attended during business hours, as Australia Post is unable to leave parcels unattended. If you're not present when delivery is attempted, the driver will leave a card in your mailbox with information how to collect and arrange re-delivery.
I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?
While your order should arrive within the time frame we specify for the shipping option you select, sometimes for reasons outside our control, this doesn’t happen. If you can, please wait an extra day then send us a note at email@example.com, with your order number. You’ll find this on the original confirmation email we sent you).
DO YOU OFFER REFUNDS?
NUTRIENT AVENUE will happily offer a refund for item/s you wish to return on the following basis:
- the item is returned to us within 7 days of delivery;
- the item is unused, has all factory seals intact and in its original packaging;
- you present proof of purchase; and
- you've contacted us and we've authorised the return.
DO YOU OFFER EXCHANGES?
We can only replace items if they are defective or damaged.
HOW DO I RETURN MY ITEM?
To arrange a return, send us a note at firstname.lastname@example.org so we can approve the return. Once approved, we will send you a returns form and returns authorisation (RA) number.
To return the item/s, mail them to the address below, together with a completed returns form.
NUTRIENT AVENUE RETURNS
PO BOX 5160
The items are your responsibility until they reach our office, so please ensure, particularly if you're shipping an item over AU$75.00, you use a traceable postal service or purchase shipping insurance.
NUTRIENT AVENUE cannot guarantee that we will receive your returned item and will not be responsible for lost or damaged items.
CAN'T I JUST RETURN THE PRODUCT TO THE MANUFACTURER?
No. Please do not send your items back to the manufacturer.
DO I PAY TO RETURN MY ITEM/S BACK TO YOU?
You'll be responsible for paying your own return shipping costs for your item if your return is for change of mind. Shipping costs are non-refundable.
NUTRIENT AVENUE will refund the postage costs for any item deemed defective or damaged, provided we have authorised the return.
ARE ANY ITEMS EXEMPT FROM BEING RETURNED?
To be eligible for a return, your item must be unused, have its factory seals intact and be in its original packaging.
Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials or flammable liquids or gases.
We do not accept refunds or credit notes for change of mind on sale items.
WHEN WILL MY RETURN BE PROCESSED?
It can take up to 10 working days for your return to arrive to our warehouse, undergo a quality check and have your refund processed. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original payment method.
WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
Yes, however, return shipping costs are not refunded for items, unless the item is defective or damaged.
MY ITEM IS DAMAGED OR DEFECTIVE. WHAT SHOULD I DO?
If you believe the item/s is defective or damaged on receipt, you can return it for a refund.
Simply send us a note to email@example.com within 7 days of receipt.
Please note that our customer service team can't review faulty or damaged items via email or phone.
MY ORDER IS INCOMPLETE. WHAT SHOULD I DO?
If your order is incomplete, please send us a note at firstname.lastname@example.org so that we can investigate. Please only contact us if the missing item/s has not arrived by the estimated delivery date as it may have been shipped separately.
MY ORDER IS INCORRECT. WHAT SHOULD I DO?
If your order is incomplete or incorrect, please send us a note at email@example.com so that we can investigate.
HOW DO I USE MY PROMO CARD?
To use a discount/promo code, enter your promo code in the bottom of your card in the PROMO CODE field and press APPLY. If your order meets the terms of the offer, the discount will be reflected in the order total. You can then complete the order.
NEWS AND ACCOUNTS
HOW DO I UNSUBSCRIBE FROM THE E-NEWSLETTER.
If you've had enough of our emails and e-newsletters or just want to change the frequency or type of emails you receive send us a note at firstname.lastname@example.org.
HOW DO I CHANGE MY ACCOUNT INFORMATION?
Once you've signed into your account you can select the MY ACCOUNT link at the top of any page. From here you can set up your default address and credit card, as well as editing or deleting any stored addresses or credit cards.
I FORGOT MY PASSWORD. WHAT SHOULD I DO?
If you have forgotten your password, follow the FORGOTTEN PASSWORD instructions on the SIGN IN page. For security reasons we are unable to send your password via email.
PRIVACY AND SECURITY
IS ORDERING FROM NUTRIENT AVENUE ONLINE SAFE?
Yes. We’ve taken steps to ensure information we process from you is kept secure.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
If you are not comfortable using your credit card online we highly recommend PayPal as a safe payment option for online email@example.com