How do I contact someone?

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You can contact us in several ways.

Via a phone call to our Head Office on 02 6248 8901 - this line is open from 9am until 4pm AEST, but outside those times you can always leave us a message and we will return your call as soon as we’re able to.
Via email - you can always contact us via email at info@suppsrus.com.au

What payment methods do you accept?

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We accept Australian Visas, Mastercards, and American Express.
We accept AfterPay.
We accept PayPal.
We accept Zip Pay.

Do you ship internationally?

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Unfortunately we can not ship to ANY location that is outside Australia. No exceptions. Even if you offer to cover the shipping rates, this is just not something we can offer at this time.

My order status says ‘Complete’, what does that mean?

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‘Complete’ relates to everything we do on our end. It simply means that we have picked, packed and now shipped your order out and that your package is now with Australia Post.

Why is my Pre-Workout hard / clumpy?

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Due to some ingredients within pre-workouts, aminos, and fat burners, different temperatures can cause them to harden.
The product is generally still fine to use, and the ingredients aren’t affected. It will normally dissolve down as it should when you mix it with water.
All you need to do is break a piece off, or whiz it up in a blender to get it back to powder form.
However if it does not dissolve properly when you mix it, or you’re unable to break it apart to try it out, please send through an email to admin@suppsrus.com.au with a photo of the hardened product, along with your order number, so we can sort something out for you.

What do I do if my order has arrived wrong, something missing, wrong flavour, etc?

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The easiest way to get this sorted out is to send an email to our admin team - admin@suppsrus.com.au.
Please include your order number or full name if you can not find the order number, and if possible please include photos of the wrong item/flavour, etc. If something is missing from the order and you still have the packaging the order arrived in, please include a photo of the packaging and products that you did receive.
Basically the more information we have in that first email means the faster we can action it for you!

I have changed my mind, or the product doesn’t fit - can I return my product?

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Supps R Us offers an easy 30-day return policy for all products purchased online. You may return unopened products to us within 30 days of receiving the shipment.

Request a return by contacting our friendly customer service team at info@suppsrus.com.au and providing your order number and reason for return. Our team will provide you shipping instructions and options to exchange or refund the product if you are eligible.

For full details about our return policy, please review our terms and conditions.

When will you dispatch my order?

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If we have all your products in stock, and you get your order in to us before 12pm Melbourne time on a business day, we will ship it out that same afternoon.
If we do not have all your products in stock, we will try to contact you throughout the day by phone and email to see what we can sort out for you. If we can not get in contact with you, we will hold your order until we can get in touch.
Please note - If we are currently running a sale, or have just finished running a sale, we will do everything in our power to get your order shipped out that same day. However we cannot guarantee it during this time due to the sheer volume of orders we receive during sales.

How do I track my order?

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Check your email & copy your tracking number into the box at the Aus Post tracking portal - found here:
Click here to go to the Australia Post tracking website

What shipping options are available?

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Standard shipping - sent via standard Australia Post. This is free for orders over $99, or it costs $8.95 if your order is under $99.
Express shipping - sent via the Express Network with Australia Post. The cost of this depends on your location around Australia, and the weight of your order.
Same Day Delivery - Currently available only for those in Melbourne metro areas, Click here for more info.

How can I authorise Australia Post to leave my package at my doorstep?

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When you purchase from us, our parcels are sent requiring a signature. Once Australia Post text you about the delivery, you can authorise for it to be 'left without a signature', or you can give authorisation through their MyPost app. Note that Supps R Us will not be held responsible for any lost / stolen parcels if this authorisation is given.

What happens if I’m not home when Australia Post try to deliver my order?

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Australia Post will take your order to a nearby Post Office for collection - unless you have authorised them to leave your parcel if no one is home.If they do take your parcel to a Post Office, they should generally leave a ‘Collection’ card letting you know this - however if you check your tracking you will also be able to see this information.

How long will my order take to be delivered?

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We ship from Melbourne.

These transit times are estimations provided by Australia Post only, not guarantees. Some customers may receive their parcel quicker or a bit longer than these times displayed.

My tracking doesn’t show any more scans, how can I find out what is happening?

Unfortunately we have seen recently that Australia Post are not scanning some parcels every step of the way, and this is resulting in some parcels looking like they haven’t left Victoria yet. Most of the time this isn’t the case - it just means they haven’t scanned the parcel through their other sorting facilities yet. We have had parcels only showing an initial scan when collected from our warehouse, and then no other scans, and then suddenly it’s on board with a driver being delivered in Western Australia. So if your parcel is still within it’s delivery transit time for you, please don’t panic, it is most likely still on track for that. If your parcel still hasn’t arrived within your delivery time-frame, please see the question below.

I just received a Promo Code but it’s not working - how do I fix this?

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Almost all our Promo Codes require you to be logged in to an account, so if you haven’t created one with us yet, do so and then log in.
Promo Codes will also only apply to full priced items. They will not work with any clearance or already reduced products/bundles, or any bars/snacks etc.
They also can only be used once, so it won’t work if you’ve used it with a previous order.
Our promotions can not be used in conjunction with any other offers, so you can not spend Rewards Points AND use a promo code, and some offers will be voided if you enter a code.
If you still think it should be working for you, please contact us so we can take a look!

Can I request specific samples, or do you sell sample packs?

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Unfortunately our samples are provided by a 3rd party and we don’t often get a say in what we have on hand.
We will always do our best with special requests but sometimes our hands are tied. If you live locally to our Braeside Mega Store though, you may be able to taste-test some products!