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Please Note: All large shakers are out of stock. All bundle and sample packs will come with a small 400ml shaker. Got it!

Frequently Asked Questions

Delivery

How long will it take to receive my order?

Once your payment has been processed, we make it our priority to dispatch your order by the following business day. Expected delivery time is 5-7 working days after ordering and paying, although quite often it is sooner.
You will receive an email once your order is dispatched, allowing you to track delivery online (allow 24-48 hours for tracking information to be available).

Q: How do I track my order?
There are 2 ways to do this.

Option 1: Log in to your account on www.trueprotein.com.au , go to the order you want to track and click ‘Track’. This will show the tracking information and you can click directly from this page to the delivery carrier’s website with the tracking information.
Alternatively, you can copy and paste the tracking number into the carrier’s website.
http://auspost.com.au/track/
http://www.fastway.com.au/courier-services/track-your-parcel

Option 2: Click the link in the email you received notifying dispatch of your order. This will take you directly to the relevant tracking information. Please allow 24-48 hours for tracking information to be available.

Do you ship to PO box addresses?

Yes, we can. Australia Post will deliver to PO boxes.

What should I do if my order is taking longer than expected to arrive?
If your order hasn’t arrived by the estimated delivery date on your order confirmation email:
  • Check we have the correct delivery address for your order and your contact details are up to date by logging into your account.
  • Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office.
  • Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.
If you still can’t find your parcel, please contact our Customer Care team on 1300 536 688 so we can investigate further.
How will my order be shipped?

When ordering online, our system will automatically select the best shipping option depending on your location. Simply add your products to cart and on the checkout page, the shipping options will appear. If you have any concerns about the available shipping options, please contact Customer Care on 1300 536 688.

Do you ship internationally?

Yes, we currently offer international shipping to a select range of international countries. Current international shipping destinations are Canada, France, Hong Kong, Ireland, New Zealand, Singapore, United Kingdom and United States. Progress of the delivery can be tracked on the carrier's website and you should expect your delivery in 5-10 business days of ordering.

What time will my order be delivered?

You order will be delivered by a third party carrier (either Australia Post or Fastway). Neither of these carriers are able to provide a delivery time or delivery window.

Why can’t Australia Post leave my delivery at the front door?

Orders sent via Australia Post eParcel provide tracking and require a signature upon receipt. If you are not at home when delivery is attempted, Australia Post will leave a card for you to collect the parcel from the local post office. This extra security measure is to help ensure your parcel is delivered to the correct person.

What happens if I am not at home to receive the delivery?

If your order is being delivered by Fastway, you do not need to be at home. They have authority to leave without a signature.
If you order is being delivered by Australia Post eParcel, they will attempt delivery and if you are not at home, they will leave a card indicating which post office you need to pick the item up from.

Returns

How do I return something to you?

We want to make it easy to return any item to us for a refund. You can return any item in its original condition within 30 days of the date you received your order. In all cases, please call Customer Care on 1300 536 688 prior to returning any item so it can be quickly resolved.
If you received an incorrect item, a defective item or unhappy with a product’s performance, Customer Care will arrange an Australia Post return label for you. You simply attach the return label to the parcel and drop it off at any Australia Post outlet, at no cost to you. If you changed your mind or ordered incorrectly, you can either pay for return postage or Customer Care can arrange a return label at a cost of $12.
Once we have received and processed the return, we will either send you a replacement product or arrange a refund, depending on your requirements. Please allow 7 business days for processing returns.

What is your Returns Policy?

If you're not happy - we're not happy!

100% Money Back Guarantee applies to any products you purchase that do not perform to your expectations and can be returned within 30 days for a full refund; simply contact us to arrange a return shipping label at no cost to you, return the product to us and we will refund you the price of the goods including shipping for that item, provided the goods are returned in the same condition as they were sent. Proof of purchase must accompany all returns.

Change of mind - if you purchase and receive a product but change your mind, a $12 return shipping fee will apply. Simply call us to arrange a return shipping label, alternatively you can pay for return postage to us (non-refundable). Once received and as long as the product is unused and in its original packaging, we will arrange a full refund, credit to your account or exchange for another product.

Defective items claims must be lodged via the phone, our website or email within (30) thirty days of the purchase date to be eligible for replacement or refund. Depending on the claim we may require evidence of the defect via email or post. Items will be replaced with the same item originally purchased. For items that cannot be replaced a full refund will be offered. We will supply you with a return shipping label, at no cost to you.

If you feel that your return falls outside of our policy, we encourage you to contact Customer Care on 1300 536 688 to confirm if your return can be accepted.

Can I return an item for an exchange?

Yes, we would be happy to facilitate an exchange, as long as the item is returned in its original condition within 30 days of the date you received your order.

Simply call Customer Care on 1300 536 688 to arrange a return shipping label (a $12 fee will apply), alternatively you can pay for return postage to us (non-refundable). Once we have received the returned item, we will contact you and arrange to send out the new order.

Payments

How can I pay?
We accept the following payment methods:
  • Visa and Mastercard
  • Bank transfer (Direct Deposit)
  • Paypal (online orders only)
  • Paying by Bank Transfer (Direct Deposit)
Pay by directly depositing the money into our bank account. This can be done by internet transfer or by paying at a NAB branch into our account. Be sure to use your Order ID number and surname in the description so we can identify your payment.
Bank: National Australia Bank
Account name: True Protein Pty Ltd
BSB: 082 183
Account number: 39 673 5424
Why has my payment been declined?
 
  • Check the card details have been entered correctly, including the expiry date.
  • Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
  • Your card issuer may have declined the payment – as they don’t tell us the reason for this, it’s best to check with them.
  • If you’ve tried all of the above, try paying with another card.
If you continue to experience problems, please contact Customer Care on 1300 536 688 and we’ll happily assist to process your order over the telephone.
When will I be charged?

When you process an order online or over the telephone, the payment will be processed immediately.
If you are placing a pre-order for an out of stock item, the payment will be processed at the time you place the order. The order will be held and then dispatched once the backordered item is in stock.

Orders

Can I cancel my order?

If you contact us as soon as possible, we may be able to intercept the order and cancel it before it is packed and dispatched. Please call Customer Care urgently on 1300 536 688 to see whether this can be done.

Can I amend my order?

If you contact us as soon as possible, we may be able to intercept the order and amend it before it is packed and dispatched. Please call Customer Care urgently on 1300 536 688 to see whether this can be done.

What if my order is wrong or contains defective items?

We are keen to sort out any issues with incorrect or faulty products straightaway. Please contact our Customer Care team on 1300 536 688 to resolve the error.

If we sent the wrong product, we’ll arrange for you to return the incorrect item and immediately send the right item out to you.

If the product you received is faulty, we’ll arrange for a replacement. Refer to our Returns Policy for next steps: https://www.trueprotein.com.au/returns

What if an item is missing from my order?

Depending on the size and type of the products you have ordered, we may have sent separate parcels. You will be able to see this on the email from our warehouse telling you your order is on its way.

If your order has been sent in different parcels, then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

If an item is missing, please contact Customer Care with the order number and we will resolve the issue for you as quickly as we can.

Can I have my parcel redirected to a different address?

If an order has not already been dispatched, we may be able to change the delivery address. Urgently contact Customer Care on 1300 536 688 to see whether this can be done.
Unfortunately, once an order has been dispatched, we are unable to alter the delivery address. Please contact Customer Care on 1300 536 688 and we’ll assist as best we can.

Can I use more than one discount code?

Only one discount/coupon code can be applied to an order and cannot be used in conjunction with any other offer, including sale items and reduced stock. We reserve the right to update or change this at any time.

Health

Are your protein powders suitable during pregnancy?

All True protein powders are made to the highest standard and use the best natural ingredients, however when it comes to consumption during pregnancy we always exercise a fair amount of caution with making recommendations. Due to the limited research in this field on the effects of protein powder during pregnancy, we believe that it is best you consult a doctor or dietician before proceeding. We are 100% transparent in the nutritionals and ingredients of our products, so a simple print out should provide all necessary information for a second opinion.

Are your protein powders suitable during breastfeeding?

All True protein powders are made to the highest standard and use the best natural ingredients, however when it comes to consumption during breastfeeding we always exercise a fair amount of caution with making recommendations. Due to the limited research in this field on the effects of protein powder during breastfeeding, we believe that it is best you consult a doctor or dietician before proceeding. We are 100% transparent in the nutritionals and ingredients of our products, so a simple print out should provide all necessary information for a second opinion.

Shopping

Do you offer wholesale prices?

Yes we do. See more info here.

Can I get a discount if I order in bulk?

We’ll see what we can do, depending on the quantity you wish to order. Please call 1300 536 688 or email us at contact@trueprotein.com.au if you wish to discuss this.

Is GST included in the price on your website?
Yes, all prices include GST.
After placing your order, you will receive a tax invoice showing:
  • Product Subtotal - The total cost of what you have purchased including GST
  • Shipping Subtotal - The cost of posting your order to you including GST
  • GST Inc. - The included amount of GST of the total order. This shows the GST portion of your order, and is not an additional amount.
  • Grand Total - Total cost of the order (product subtotal and shipping subtotal added together) including GST
How do I know my credit card details will be safe when I order online?

Our website shop is totally secure so your details cannot be accessed by anyone but us. You can check if a site is secure, if on the page you are entering your card details, in the web address bar you see an 'S' after http. i.e. https://www.trueprotein.com.au/_mycart?fn_payment. Your credit card details are not stored and so each time you return to us, you will need to provide your credit card details again.

Account

I can’t sign into my account

If you have forgotten your password, on the log in page, click ‘Forgot My Password’. Enter your email address and a new password will be sent to you. We advise copying and pasting this password into the password field to avoid typing errors. Ensure you do not add any blank spaces.

Once you have logged in, you can change your password to a more suitable one. Alternatively, you can call Customer Care for assistance.

How do I unsubscribe from your newsletter?

At the bottom of every email newsletter we send, there is a link to ‘Unsubscribe’. Simply click this link to be removed from future mailings.

How do I change my account information?

Log in to your account from our website. Under ‘Edit My Details’, click the relevant link (Billing address, contact details – email/telephone) to change your details online. Alternatively you can email us or call Customer Care to make the change on your behalf.

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