Frequently Asked Questions
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.
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.
Yes, we can. Australia Post will deliver to PO boxes.
- 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.
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 Experience at www.trueprotein.com.au/pages/contact-us.
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.
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.
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.
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.
We want to make it easy to return any item to us for a refund. If you find that you have ordered something you no longer want you may return the product, however return shipping fees will be at your cost. You must send the product back to us within 14 days of receiving it. If there is an issue with your order or you have received an item that is faulty or damaged, items will be replaced with the same item originally purchased or you can opt to return the faulty item(s) and receive a full refund. We will supply you with a return shipping label at no cost to you. In both instances, please contact us at www.trueprotein.com.au/pages/contact-us to lodge your request.
We want you to be happy with your True purchase and aim to make the returns process as seamless as possible. When you receive your order, please ensure you check that the goods received match your order before opening products. For our detailed returns policy, please see https://www.trueprotein.com.au/pages/returns
To lodge a return, refund or exchange, please contact Customer Experience at www.trueprotein.com.au/pages/contact-us. Our team will then take you through next steps. All product returns & exchanged must be conducted within 14 days of receiving your order
Change of Mind - Products must be sent back at your cost within 14 days of receiving the goods. All items must be unused and in original packaging. If you have opened and used the product and have an adverse reaction, we will review each claim in a case by case nature.
Defective or Faulty Goods - We apologise if you have received an item that is faulty or has been damaged in the post. The item will be replace with the same item you originally purchased or fully refunded.
Apparel Returns & Exchanges - You may return or exchange your apparel as long as it is unused, unworn and in its original condition. Please note we will not accept returned swimwear or any damaged or marked items.
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 contact Customer Experience at https://www.trueprotein.com.au/pages/contact-us 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.
- Visa and Mastercard
- Bank transfer (Direct Deposit)
- Paypal (online orders only)
- Paying by Bank Transfer (Direct Deposit)
Bank: National Australia Bank
Account name: True Protein Pty Ltd
BSB: 082 183
Account number: 39 673 5424
- 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.
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.
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 contact Customer Experience urgently on 1300 536 688 to see whether this can be done.
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 Experience urgently on 1300 536 688 to see whether this can be done.
We are keen to sort out any issues with incorrect or faulty products straightaway. Please contact our Customer Experience 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
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 Experience with the order number and we will resolve the issue for you as quickly as we can.
If an order has not already been dispatched, we may be able to change the delivery address. Urgently contact Customer Experience 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 Experience on 1300 536 688 and we’ll assist as best we can.
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.
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 various protein powders and sports supplements during pregnancy and breastfeeding, we advise you to consult your Medical Doctor or Accredited 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.
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 various protein powders and sports supplements during pregnancy and breastfeeding, we advise you to consult your Medical Doctor or Accredited 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.
We’ll see what we can do, depending on the quantity you wish to order. Please call 1300 536 688 or email us at firstname.lastname@example.org if you wish to discuss this.
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
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.
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 Experience for assistance.
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.
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 Experience to make the change on your behalf.