HF PROTEIN FAQ

ORDERS

Orders are placed through our website, by selecting ‘BUY NOW’ on chosen products, adding to your shopping cart and completing the transaction through one of our payment gateway options, either eWAY or PayPal. Once you’ve completed your order, you’ll receive an email confirmation and payment receipt.

I’d like to amend or cancel my order, can I?

If you’d like to amend or cancel an order, please contact us as soon as possible and we will attempt to make changes to your order. Once dispatched, we are unable to amend or cancel an order.

My order is wrong or defective, what should I do?

If we have sent you the wrong order, we will arrange for you to return the incorrect item to us and ensure your correct order is on it’s way, right away. Simply contact us.

If you have received a defective item, please see our returns and refunds policy (LINK) and contact us within 12 hours of delivery.

An item is missing, what should I do?

Check the delivery note with your order, as we may have dispatched your order in separate parcels. If your item is missing, please contact us and we will resolve promptly.

PAYMENT

Our security policy can be found here (LINK)
We use eWAY and PayPal as our payment gateway for all online orders.

How can I pay?

  • Visa and Mastercard (via eWAY)
  • PayPal (Online orders only)
  • Direct Deposit (Orders will be processed once funds are cleared in our account)
    Bank: National Australia Bank
    Account Name: HF Protein Pty Ltd
    BSB: 084-801
    Account Number: 427747824
    Reference: Order number and Surname

When will I be charged?

Payment for online orders is processed at the time of placing an order. Direct Deposits are processed as per your instructions on your Internet transfer or branch deposit.
Payment for pre-orders and out-of-stock are processed at the time of order and dispatched once in stock.

My payment declined, what do I do?

Carefully check the details entered, including card number, expiry date, security code etc. You may need to contact your card issuer or bank to see if they have declined your transaction. Try using a different payment method. Contact us if you continue to experience problems.

DELIVERY

Our shipping Policy can be found here (LINK)

When will I receive my order?

Orders will be dispatched within 24 hours, or the next business day once payment is processed, except for backorders/pre-orders. We use the services of leading courier companies and orders should be received within 5-7 business days.

Can I redirect the delivery of my order?

If your order has not been dispatched we may be able to change the delivery address, contact us urgently. Once your order has been dispatched we are unable to redirect the delivery.

How can I track my order?

Once your order is dispatched you will receive a dispatch notification email. A link to track your order will be provided in this email. Please allow 24-48 hours for tracking information to be available.

Do you ship internationally?

Unfortunately HF Protein only currently ships within Australia, please continue to check our website for future updates.

My order hasn’t arrived, what should I do?

If your order hasn’t arrived by the estimated delivery date,

  • Check we have the correct delivery address for your order.
  • Check to see if you have received an attempted delivery card from our courier.
  • Check to see if your order has been left in a safe area.
  • Contact us

RETURNS

Our returns and refunds policy can be found here (LINK)

Can I return an item if I am not happy or changed my mind?

If you’re not satisfied with your product or have changed your mind, you can return it for a full refund, credit on your account or exchange, less postage costs, within 14 days. The item must be returned in the same condition as sent with proof of purchase enclosed.

I need to return an item, how do I do this?

Contact us and we will advise of return postage instructions.

HEALTH

Can I take your protein powders during pregnancy and whilst breastfeeding?

Our protein powders are sourced from the purest New Zealand Whey and fortified with premium natural ingredients. We recommend you seek professional medical advice before supplementing your nutrition during pregnancy and whilst breastfeeding.

Are your protein powders suitable for children?

Our protein powders are sourced from the purest New Zealand Whey and fortified with premium natural ingredients. We recommend you seek professional medical advice before supplementing your child’s nutrition.

UNSUBSCRIBE

How do I unsubscribe from your Newsletter?

If you no longer wish to receive our newsletters, at the bottom of the Newsletter is a link to unsubscribe.