Frequently Asked Questions

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.

Yes, we can. Australia Post will deliver to PO boxes. Please note: we cannot deliver to PO Boxes internationally.

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.

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, 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.

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.

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

IMPORTANT INFORMATION

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.

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 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.

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.

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.

Yes, you can stack more than one gift card by clicking the "+Add Discount Code or gift card" on the payment page.

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.

Yes we do. See more info here.

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.

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.