PSA FAQ

PLEASE NOTE: Please note that once orders leave our warehouse they are in the hands of Australia Post, and are out of our control. Our customer support team is here to assist you with any queries and troubleshooting this matter. Express shipping is suggested, to eliminate risk of potential delays. Thanks for your understanding!

Order Processing: Please allow 24-48 hours for the online team to process your order. Orders are processed between Monday to Friday. Once your roder is processed, your tracking link is automatically sent to your nominated email address on your order

We have 3 shipping options available for Australian residents:

Standard Delivery (Australia Post) - $12.50 - between 4-10 business days

Express Shipping (Star Track Express) - $15.95 - between 2-3 business days

Free Shipping Over $120 AUD - Check standard delivery window

International Shipping: (DHL Express) - 5-14 business days - price subject to weight & loation

If you are having trouble accessing tracking links to your order, please contact our Customer Service Team. If the time is past the normal delivery and there are no issues in your area, please contact our Customer Service Team for more information and further support. Reach us at contact@proteinsuppliesaustralia.com.au or 0404640124 

Yes! You have two ways to track your order:

1. Australia Post App – The best way to manage your delivery. Download the app and log in with the same email used for your order.
2. Tracking Link via Email – Click the tracking link in your dispatch confirmation email to see real-time updates. If the link isn’t updating, copy and paste the tracking number into the Australia Post website.

The best available shipping method for your location is automatically selected at checkout. If you have concerns about delivery options, feel free to reach out to us before placing your order.

Yes! We currently ship to several international locations, including:
🇨🇦 Canada | 🇭🇰 Hong Kong | 🇳🇿 New Zealand | 🇸🇬 Singapore | 🇺🇸 United States

International orders typically take 5-10 business days to arrive, and tracking is available through the carrier’s website.

Occasionally, shipping delays can occur due to high demand, public holidays, or carrier issues. To check the status of your order:

• Use the Australia Post App for real-time notifications.
• Track your order via the email tracking link or directly on the Australia Post website.
• If your order is significantly delayed, contact our team, and we’ll look into it for you.

Orders are delivered by a third-party courier, and while the Australia Post App provides estimated delivery dates, specific time slots are not available.

For more details, check our Shipping Policy in the footer of our website or contact us for further assistance. 🚀📦

If you need to cancel your order, contact us as soon as possible! We may be able to intercept it before it’s packed and shipped. Get in touch with our team urgently to check if cancellation is still possible.

Need to change something in your order? If it hasn’t been packed and dispatched yet, we might be able to make adjustments. Reach out to us ASAP so we can try to update it before it ships.

We want to fix any issues with your order immediately! If you received the wrong product or a faulty item, contact our team, and we’ll sort it out straight away.

• If we sent the wrong item, we’ll arrange for a return and send you the correct product.
• If the item is defective, we’ll organise a replacement for you.

For full details, check out our Returns Policy.

Some orders may be shipped in multiple packages, depending on size and availability. Check your tracking email to see if additional parcels are on the way.

If you’ve received all your packages and something is still missing, contact us with your order number, and we’ll resolve it as quickly as possible.

If your order hasn’t been shipped yet, we may be able to update the delivery address—contact us urgently to check.

If your order has already been dispatched, you can redirect it via the My Post app for Australia Post deliveries.

No, only one discount or coupon code can be applied per order. Discount codes cannot be combined with other offers, including sale items or promotional discounts. We reserve the right to update this policy at any time.

Yes! You can stack multiple gift cards by clicking "+ Add Discount Code or Gift Card" on the payment page at checkout.

If you have any other questions, feel free to reach out to our team—we’re happy to help!

We offer a variety of payment options for a smooth shopping experience, including:

Visa & Mastercard
PayPal
Afterpay
Apple Pay & Google Pay

If your payment didn’t go through, try the following:

🔍 Double-check that your card details (including expiry date) are correct.
🔍 Ensure the security code (CVV) is entered correctly.
🔍 Your bank or card issuer may have declined the payment—since we don’t receive the reason, it's best to check with them directly.
🔍 Try using a different payment method or card.

Still having trouble? Contact our team, and we’ll help you process your order over the phone.

Your payment is charged immediately upon placing an order, whether online or over the phone.

If you have any further questions, feel free to reach out to us for assistance!

If you’ve ordered something you no longer want, you can return it within 14 days of receiving your order. Please note:

• Return shipping costs for change-of-mind purchases are at your expense.
• The product must be unused and in its original packaging.

If your order arrived damaged or faulty, we’ll make it right:

You can choose to have the item replaced with the same product or opt for a full refund.

We’ll cover the return shipping cost and provide a prepaid return label.

For all return requests, please contact us first so we can guide you through the process.

We aim to make the returns process hassle-free. Please check your order carefully upon arrival to ensure you received the correct items before opening any packaging.

For full details, visit our Returns Policy.

Important Information:

• Change of Mind: Returns must be made within 14 days, and products must be unopened, unused, and in original condition. If you've opened and used a product and experienced an adverse reaction, we’ll assess your case individually.
• Faulty or Damaged Products: If your order was damaged in transit or the product is faulty, we sincerely apologise. We will replace the item at no cost to you.
• Apparel Returns & Exchanges: Clothing items can be returned or exchanged as long as they are unworn, unused, and in their original packaging. However, we do not accept returns on swimwear or items that are marked or damaged.

Yes! If you'd like to exchange a product, simply return it in its original condition within 30 days of receiving your order.

How it works:

1️⃣ Contact our team to arrange an exchange request.
2️⃣ We can provide a return shipping label (fee applies) or you can send the item back at your own cost (non-refundable).
3️⃣ Once we receive the returned item, we’ll ship out the replacement product.

For any return or exchange inquiries, please reach out to our team—we’re happy to help!

Our protein powders are made to the highest standards, using natural, premium ingredients. However, when it comes to pregnancy, we always encourage caution. There is limited research on the effects of protein powders and sports supplements during pregnancy, so we strongly recommend consulting your Medical Doctor or Accredited Dietitian before consuming them.

To help with their assessment, you can print out the full ingredients and nutritional information from our website and take it to your healthcare provider for review.

As with pregnancy, consuming protein powders during breastfeeding should be done with care. While our products contain only clean, natural ingredients, there is still a lack of specific research on how protein supplements interact with breastfeeding. For this reason, we suggest speaking with your Medical Doctor or Accredited Dietitian before incorporating them into your diet.

We are fully transparent about our ingredients and nutritional information, so feel free to share this with your healthcare professional to make an informed decision.

Our protein powders are not formulated specifically for children, and nutritional needs can vary widely depending on a child's age, activity level, and overall diet. While natural protein sources from whole foods are the best option, some children may benefit from additional protein intake.

If you are considering giving protein supplements to a child under 15, we highly recommend consulting a Medical Doctor or a Pediatric Dietitian to ensure it aligns with their individual health needs. A healthcare professional can assess whether supplementation is necessary and safe for your child.

Yes! We offer wholesale pricing for businesses, gyms, health stores, and other bulk buyers. If you’re interested, check out our wholesale information or get in touch to learn more.

We may be able to offer a discount depending on the quantity you wish to order. If you're looking to buy in bulk, reach out to our team via phone or email, and we’ll see what we can do!

Yes, all prices listed on our website include GST.

When you place an order, your tax invoice will break down the costs as follows:

• Product Subtotal – Total price of your items, including GST
• Shipping Subtotal – Delivery cost, including GST
• GST Inc. – The GST portion of your order (already included in the total price)
• Grand Total – The final amount you pay, including products and shipping

Absolutely! Our website uses secure encryption to protect your personal and payment information.

Look for "https://" in the address bar when entering payment details—this means the site is secure.

We follow industry security standards to keep your information safe.

Yes! We have digital gift cards available for purchase, making it easy to gift high-quality supplements to friends and family. Our gift cards are delivered instantly via email and can be used on any product in our store.

If you're having trouble logging in, try resetting your password:

1️⃣ On the login page, click ‘Forgot My Password’.
2️⃣ Enter your registered email address.
3️⃣ You’ll receive an email with a new temporary password—copy and paste it into the password field to avoid errors.
4️⃣ Once logged in, you can update your password to something more memorable.

Still having issues? Contact our team, and we’ll be happy to assist.

We’re sad to see you go! If you no longer wish to receive our emails:

Scroll to the bottom of any email you’ve received from us.
Click the ‘Unsubscribe’ link to remove yourself from future mailings.

If you ever want to re-subscribe for exclusive deals, updates, and nutrition tips, you can sign up again anytime!

To change your details, follow these steps:

1️⃣ Log in to your account via our website.
2️⃣ Under ‘Edit My Details’, select the information you’d like to update (billing address, email, phone number, etc.).
3️⃣ Make your changes and save them.

Alternatively, you can contact us, and we’ll update your details on your behalf.

Yes! If you checked out as a guest but now want an account, simply register using the same email address you used for your purchase. This will link your past orders to your new account, making it easier to track orders and manage future purchases.