Welcome to our FAQ Centre! We've compiled answers to the most frequently asked questions to assist you with any queries you might have regarding our products, services, and processes. From shipping policies to product specifics, we aim to provide transparent and comprehensive information to enhance your experience with us. If you can't find the answer you're looking for, please don't hesitate to reach out to our customer service team for assistance.

Guide to Buying Practitioner-Grade Products

What is a Practitioner Only product?

Difference Between Practitioner-Grade Vitamins and Retail Vitamins

What do I need to purchase Practitioner products online?

What is a script?

Who qualifies as a healthcare professional that can provide a script?

Once I have a script, how do I purchase Practitioner products on your site?

Which Practitioner ranges do you carry?

Why can't I see pricing and ingredients for Practitioner products?

Do I need a script for all your products?

How do I upload my script?

What happens after I upload my script?

My script was not verified. What do I do next?


Product & Stock

I have a question

What if you don't stock the product I'm after?

I want to list my brand on your site

I want to place an order that exceeds the quantity you have available. What do I do?


Product Updates and Changes

Product Label, Dosage, or Packaging Changes

Product Expiry and Shelf Life



Where's my order?

Delivery options?

What happens after I place my order?

How is delivery calculated?

Can I cancel my order?

I haven't received my order

Can I track my order?

Can I have my order delivered to my work address?

Can I have my order delivered to a PO Box address?

My order was delivered to the wrong address


International Orders

Do you ship internationally?

Which currencies do you accept?

How long does international delivery take?


Probiotics Shipping

Why are probiotics considered temperature-sensitive?

On which days do you ship temperature-sensitive products?

I placed an order before 10 a.m. on a Wednesday. When will it be shipped?

How do you ensure my probiotics remain at the right temperature during shipment?

Do I need to be home to receive my probiotics shipment?

How long can the probiotics stay in their packaging without being compromised?

Are there extra costs for specialized packaging and ice packs?

What if my probiotics arrive warm or the ice pack is melted?

Can I track my probiotics shipment?

We currently don't offer international shipping for probiotics. Why?

My package arrived damaged or with a broken product. What should I do?

Are bulk orders of probiotics eligible for discounts?

Can I cancel, return, or exchange my probiotics order?

How should I store the probiotics after receiving them?

What is the shelf life of the probiotics?

How do you ensure the safety and hygiene of the probiotics?

Do you offer a subscription or recurring order service?

Is there an option for emergency or expedited shipments?

How can I get in touch for further questions or concerns?


Payment & Promos 

What payment methods do you accept?

Are there any instalments payment options available?


 Dosage & Instructions

Where do I find product ingredients?

How do I know how much to take?


 Return & Refund

What is your returns policy?

How do I place a return?

Can I exchange?

I still haven't received my refund

Do you refund delivery charges?


Order Issues

I am having trouble placing my order

I haven't received my order confirmation

Damaged or incorrect items received

Missing items from my order



I forgot my password

Do I need to create an account to shop with you?

How do I subscribe to your newsletter?

I have created an account. Will I receive exclusive offers and discounts?