Q. Do you offer free delivery over a certain amount?
A. Order $175 and over to receive free standard delivery. If your client orders over $175 they too receive free standard delivery (or over $99 for Rewards members - free to join). Order $330 and over to receive free express delivery. If your client orders over $330 they too receive free express delivery (Toll priority may be available depending on your location and GO Logistics couriers are available for the Sydney area only)
Note: Free delivery is not available for international orders.
Q. How much and how fast is delivery?
Patients
A. Standard delivery is $7.90. Express delivery is $10.90 Australia wide, and Toll couriers are $22.90 (unavailable for orders over 1kg outside NSW or to these postcodes). GO Logistics is $9.90 (Sydney area only)
Practitioners and Students
A. Standard delivery is $10.90. Express delivery is $14.90 Australia wide. Toll couriers are $22.90 (unavailable for orders over 1kg outside NSW or to these postcodes). GO Logistics is $12.90 (Sydney area only)
We aim to send all products the same day if ordered before 1 PM AEST. Orders are sent via Australia Post, Toll Priority couriers or GO Logistics (Sydney area only). Here are our delivery timeframes.
Q. Can you guarantee next day delivery?
A. No, Australia Post, as well as our couriers, do not guarantee next day delivery to us, therefore we can not guarantee next day delivery to you.
Q. Can you deliver overseas, what is the time frame and cost?
A. Yes, we can deliver to you overseas. Express Australia Post average 1-2 weeks worldwide. Costs will depend on the items you are ordering and the country we are sending to. Delivery costs for all international orders will only display after you've added products to your cart and entered your country. The price will automatically display once this information is entered.
Q. Can you assist with delivery issues or complaints?
A. We encourage feedback on the quality of delivery and will assist as much as possible.
We take all necessary steps to pass on delivery instructions, however, if the driver deems it unsafe to leave your parcel as instructed for fear it may be damaged or go missing, they will redirect it to the local post office. This is to protect your order and ensure you receive it.
Q. Can I get a refund/replacement if I order the incorrect product or change my mind?
A. If you order the incorrect product or change your mind, we may refund back via the payment method used to pay originally or we may add a credit to your account to be used towards your next order, alternatively, a replacement may be provided, this decision is at our discretion and return instructions will be provided once approved. All refund or replacement requests need to be advised to us within 7 days of receiving your order.
Q. Can I get a refund/replacement if my product is faulty?
A. If you receive a product that appears to be faulty, we may request further information e.g photos and batch details. We will then need to contact the manufacturer and if they deem the product to be faulty then they will approve a replacement or refund. (change in appearance and taste does not always mean the product is faulty)
Q. Can I get a refund/replacement if my product is damaged upon delivery?
A. If your product is damaged during transit, photos will need to be provided and a refund or replacement may be given, this decision is at our discretion and return instructions will be provided once approved. All refund or replacement requests need to be advised to us within 7 days of receiving your order.
Q. Can I get a refund/replacement if my temperature sensitive product is warm upon arrival or left in the sun once delivered?
A. Firstly, we suggest that you chose express delivery. Although not typically needed, orders with temperature sensitive items are sent with a cold pack. No refund or replacement will be provided if your parcel is delivered warm or is exposed to high temperatures during transit.
Q. Can my patient order a product without a script?
A. There is a single standard for all "practitioner" products - these can only be prescribed by a practitioner. vital.ly does not prescribe any practitioner products to a patient.
Patients are able to order from our retail range at their convenience.
Q. Can my patient contact vital.ly for technical support?
A. We provide comprehensive customer service support for all delivery, order and website related issues only.
We do not currently provide technical support with respect to products, ingredients interactions, etc. We can provide basic information based on the technical information provided by the brands for a specific product but do not offer advice or recommendations to practitioners, students or patients regarding scripts, dosage variations, symptomatic responses or suggest alternative products.
We are primarily a patient ordering system and a not legally covered to provide you with patient-specific advice. This may be an option we offer in the future.
Q. Can you make liquid herbs?
A. We have intended for a while to offer a liquid herb blending option for practitioners, however, we have come up against some issues that we are trying to work through. The main issues are:
1. TGA Legislation - It's against TGA legislation to blend herbs as a third party unless you're a pharmacist.
2. Insurance Coverage - We would not be covered unless we meet TGA legislation. One possible exemption to conduct extemporaneous compounding as a third party is to open a pharmacy.
3. Australia road transportation guidelines - We are not allowed to send ethanol-based liquid herbs through the post, as many are deemed a class 3 flammable.
Q. Can I order BioMedica, Metagenics, MediHerb, Othorplex White Label and BioCeuticals products via this site?
A. Yes - as a registered practitioner, you can access any product from any brand, provided that brand allows for your modality to access their products.
Q. How much does it cost to use the service?
A. The service is free.
Q. How long does it take to sign-up and how do you verify my practitioner/student status?
A. 5 minutes. The sign-up process is relatively straightforward and provided you have all your information (like your member no.) it should take 5 minutes max. If you want to add your free listing info when you sign up it might take a little longer.
Once you have signed up, we confirm your details with the relevant industry body and depending on your modality and brands you wish to access, sometimes we will need to check individually with certain brands.
Q. How can I upgrade from a student to practitioner?
A. You can request to update from a student to a practitioner via your dashboard on our site.
Once you have requested to upgrade, we confirm your details with the relevant industry body and depending on your modality and brands you wish to access, sometimes we will need to check individually with certain brands.
Additional FAQ's and information for practitioners is available in the practitioner's section of this site. For confidentiality reasons, this information is only available once a practitioner has signed up and has been verified. If you have any questions, please contact us.
