Frequently Asked Questions
Congratulations on taking the first step towards discovering all you need to know about True Protein! Our FAQ page is your one-stop destination for answers to the most common questions about our premium dietary supplements and protein products. Whether you're a fitness enthusiast, an athlete, or someone on a journey to better health, we've got you covered with comprehensive and accurate information.
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 hours for tracking information to become available).
How do I track my order?
There are 2 ways to do this. We encourage our customers to use the Australia Post app as the best way to track and manage your order. Simply download the app and log in with the same email address used when purchasing from us. Alternatively, click the link in the email you received notifying the dispatch of your order. This will take you directly to the Australia Post tracking number and provide information on your tracking. Please allow 24 for your order to be scanned into the Australia Post network and for tracking information to become available. Alternatively, you can copy and paste the tracking number into the carriers website.
Do you ship to PO box addresses?
Yes, we can. Australia Post will deliver to PO boxes. Please note: we cannot deliver to PO Boxes internationally.
What should I do if my order is taking longer than expected to arrive?
If you are using the Australia Post App you will be notified by SMS on any delays associated with your order. You can manage delivery specifications and/or change the delivery address to another residential address, PO BOX, Parcel Collect or specified Collection Points.
Alternatively, you can track your order and lodge enquiries via the Australia Post website or app.
Please contact our Customer Experience team on 1300 536 688 if you need further help 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 Experience at www.trueprotein.com.au/pages/contact-us.
Do you ship internationally?
Yes, we currently offer international shipping to a select range of international countries. Current international shipping destinations are Canada, Hong Kong, New Zealand, Singapore 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. The Australia Post App will provide regular updates on the estimated day of delivery, however no delivery time or window is available.
What happens if I am not at home to receive the delivery?
Australia Post will attempt delivery as per the delivery instructions specifications you have indicated in the app. Where there are no delivery instructions, drivers will attempt to leave the items in a safe place that is hidden from view and out of the weather. Please check behind pot plants, bins or in a shed, garage, or porch. Often, there is photo evidence of where the item is left that is available on your app.If they are unable to do so, they will leave a card indicating which Post Office you need to pick the item up from.
How do I return something to you?
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.
What is your Returns Policy?
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.
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 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.
How can I pay?
We accept the following payment methods:
- Visa and Mastercard
- Coinbase commerce
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 Experience 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.
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 contact Customer Experience 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 Experience 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 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
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 the different packages on your tracking number provided to your email on dispatch.
If you only have one package and 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.
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 Experience on 1300 536 688 to see whether this can be done.
To redirect your order to an alternate address after dispatch please download the My Post app.
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.
Can I use more than one gift card?
Yes, you can stack more than one gift card by clicking the "+Add Discount Code or gift card" on the payment page.
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 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.
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 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.
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 firstname.lastname@example.org 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.
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 Experience 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 Experience to make the change on your behalf.
Can't find what you're looking for?
Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at email@example.com