Have a question?
Here’s some of our FAQ’s
Shipping
If your order was shipped via Express Post, 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.
If you place your order before 3pm (AWDT) on a business day, we can usually get it out the same day. If it’s after 3pm (AWDT), it’ll go the next business day.
This excludes public holidays and any Australia Post holidays.
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.
First up, track your parcel on the Australia Post website. 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, send us an email or fill in the contact form below 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.
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.
General/Order
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 send us an email or fill in the contact form below and we’ll manually make sure your order was submitted successfully.
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 send us an email or fill in the contact form below. We can then arrange to replace or swap the items, and will organise for you to return the damaged items back to us.
If you’ve changed your mind and want to return an unopened product, here’s what you need to do:
- send us an email or fill in the contact form below so we 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).
HASTA Certification
Human and Supplement Testing Australia (HASTA) are an Australian company who provide certification for sports supplements so that industry and athletes can safely say that the products they use are free from banned drugs and substances. The HASTA drug screen is one of the most comprehensive testing screens available, covering well over 200 identified banned substances.
Find out more about HASTA on their official website.
At Refine Supps, we pride ourselves on supplying honest, real supplements to Australians everywhere. This is why we decided to take it a step further. We wanted to provide our customers with an added layer of protection above and beyond our control of the manufacturing process, clear and honest labelling, no proprietary blends.
The HASTA certification is the next level of security, as we can provide batch test results for the products we’ve certified, and these will be freely available for customers to view.