Question 1

How do I track my order?

Accepted Answer

It’s very important that you keep your receipt you are provided with upon successfully placing an online order. You would also have received this order confirmation number via email. If you are in Australia please go to https://m.auspost.com.au/view/tracking to track your order. If you are located overseas please search for your local postal authority. You will receive an email when your order is received and processing has started. You will receive a separate email from Australia Post when your order has been collected from our warehouse. This email will contain a link where you can track your parcel online. Once your order is in the hands of Australia post, they are best placed to assist you with any tracking related queries.

Question 2

What are your international shipping options and costs?

Accepted Answer

$25 flat rate. International delivery times vary according to each country and its postal service. As a guide, most parcels will arrive to your country within 8-21 business days. Actual delivery time frames depend on the speed of your local delivery network. You can track your order online via the link emailed to you by Australia Post.

Question 3

What if there is a problem with my payment method?

Accepted Answer

If there is a problem with your nominated payment method and payment cannot be processed, we will email you alerting you of the problem. If payment cannot be processed the next day your order will be automatically paused. We recommend that you get in touch with your bank to find out more details about the failed transaction. If you wish to add or select a different payment method, please login to your account and update your payment details as necessary. We will process your order in accordance with our Terms of Purchase and we will email you when your order has been processed and the goods are ready to be shipped to you.

Question 4

I can’t remember my PayPal account details. What do I do?

Accepted Answer

You need to get in touch with PayPal to get access to your account and banking details. Please visit https://www.paypal.com/selfhelp/home if you need assistance with your PayPal login details, otherwise you can continue with your purchase using your credit or debit card.

Question 5

Are there any hidden fees?

Accepted Answer

No. Please keep in mind that if you are located outside Australia orders may be subject to import taxes, customs duties and fees levied by the destination country including additional charges for customs clearance. Please note that all these fees must be borne by you, the recipient. Monash Herbal Pharmaceuticals has no control over these charges and cannot predict what they might be. Moreover, customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Monash Herbal Pharmaceuticals is not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Monash Herbal Pharmaceuticals, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase as we are unable to issue a refund.

Question 6

I haven’t received my order within the specified timeframe. What do I do?

Accepted Answer

If your order does not arrive within the estimated time frame please contact Monash Herbal Pharmarceuticals consumer support via email: info@mhph.com.au, attaching your receipt and your tracking number if you have it handy. For international orders you may need to speak with your local postal service to find out more about the status of your order.

Question 7

How long does it take for my order to arrive?

Accepted Answer

Every effort is made to ensure orders are shipped within 1-2 business days (Monday-Friday) and if you are based in Australia your order can take between 3-7 business days to arrive; sometimes it is faster and on occasion a bit longer depending on your final destination.

Question 8

How are orders shipped?

Accepted Answer

All orders are managed by Australia Post. Successful orders will be shipped within one or two business days (Monday-Friday). Once your order has been collected from our warehouse, you will receive an email from Australia Post confirming that the order is on its way and will provide you with the tracking number. You can use this number to track your order on the Australia Post website https://m.auspost.com.au/view/tracking.

Question 9

What is your return policy?

Accepted Answer

We do not accept returns for simply changing your mind after purchase, unless we otherwise specify, such as where you cancel your order before we dispatch the goods, and we send you confirmation of the cancellation. Despite the above, nothing in these Terms of Purchase alter any rights you may have under the Australia Consumer Law. Please ensure you retain proof of purchase of purchasing products from our Site and the goods in question if you are looking at returning your goods. For further details, please email info@mhph.com.au and ensure you have your receipt handy which was emailed to your nominated email upon successfully processing your order.

Question 10

Do you accept back orders for out of stock products?

Accepted Answer

No, we currently do not have a back order system in place. If an item is out of stock, it will be displayed as unavailable on the website and vice versa if the product has become available you’ll be able to add it to the shopping cart.

Question 11

What are your domestic shipping options and costs?

Accepted Answer

Standard shipping is free in Australia. Most orders are delivered within 3-7 working days from the date we ship your order (depending on where you live in Australia).

Question 12

Can I place an order over the phone?

Accepted Answer

Yes, once your order has been confirmed and payment has been successfully processed we will send out an email confirming your purchase with a receipt. If you need further assistance completing your order please email info@mhph.com.au.

Question 13

What forms of payment do you accept?

Accepted Answer

We accept Visa, MasterCard, PayPal, WeChat Pay. Please have your PayPal or WeChat Pay logins handy to complete your order.

Question 14

I know I’m not going to be home to sign for my order. What can I do?

Accepted Answer

Within Australia, we can ship to post office boxes. If you are not at home to receive your parcel, a card will be left so that you can pick it up from your closest post office. If you know you will not be home to receive the parcel, you may authorise Australia Post to leave the parcel at your home by ticking the “Authority to Leave” option at checkout. It is only recommended to select the authority to leave option if you believe it is a secure environment for the item to be left unattended.

Question 15

Do you know if the products can be lawfully imported into my country?

Accepted Answer

Monash Herbal Pharmaceuticals offers its Australian range of products for shipment to most countries around the world. You are responsible for assuring that the product, or products, can be lawfully imported to the destination country. When ordering from Monash Herbal Pharmaceuticals, the recipient is the importer of record and must comply with all laws and regulations of the destination country.

Orders that are shipped to countries outside of Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the destination country. Additional charges for customs clearance must be borne by the recipient; Monash Herbal Pharmaceuticals has no control over these charges and cannot predict what they might be. Customs policies vary widely from country to country and region to region; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. Where an order is returned to Monash Herbal Pharmaceuticalss by customs in a sellable condition, we will refund the amount less the shipping costs incurred by us to send the order to you in the first place.

Monash Herbal Pharmaceuticals is also not responsible for assuring the product can be lawfully imported to the destination country. When ordering from Monash Herbal Pharmaceuticals, for delivery outside Australia, you or the recipient of record must comply with all laws and regulations of the destination country. Accordingly, you should check any import laws or regulations that would restrict the importation of the goods prior to purchase.

Please visit Australia Post International and select your country to see a limited list of prohibited products. This guide can help you determine whether you need to seek more information from your local authorities.

Question 16

我忘记了我的PayPal账号资料，我该怎么做？

Accepted Answer

你需要联系PayPal。如果您需要有关PayPal登录信息的帮助，请访问这个链接去了解：https://www.paypal.com/selfhelp/home。不然的话，您可以使用信用卡或转账卡继续购买。

Question 17

你的退货条例是如何？

Accepted Answer

为了保证货物的安全性，我们不接受因购买后改变主意的退货。除非我们另有指定，例如您在我们发货前取消订单，并接到我们向您发送取消订单的确认函。尽管如此，本“购买条款”中的任何内容均不会改变您根据“澳大利亚消费者法”享有的任何权利。如果您正在寻找退货，请确保您有保留从我们网站购买产品的证明和相关商品。

Question 18

我没有在指定的时间内收到货物。 我该怎么办？

Accepted Answer

如果您订购的商品未在预计的时间范围内到达，请通过电子邮件联系Monash Herbal Pharmaceuticals消费者支持：info@mhph.com.au ，附上您的收据和跟踪号码。对于国际订单，您除了与我们联系之外，还可能需要与当地邮政服务部门联系，以了解有关运输状况的更多信息。

Question 19

我可以通过电话落单吗？

Accepted Answer

可以的。您的订单一旦获得确认并且完成付款手续，我们将发送一封确认您购买的电子邮件并附上收据。

Question 20

如何跟踪我的订单？

Accepted Answer

在网上下单成功后，请保留您的收据。您还将收到电子邮件以确认订单号码。如果您在澳大利亚，请访问https://auspost.com.au/view/tracking 来跟踪您的订单。如果您位于海外，请搜索您当地的邮政当局。收到订单并开始处理后，您会收到一封电子邮件。当您的订单从我们的仓库寄出后，您将收到另一封来自澳大利亚邮政的电子邮件。此电子邮件将包含一个链接，您可以在线跟踪您的包裹。您订的货物一旦在澳大利亚邮政系统中，那里是帮助您处理跟踪与查询最适合的部门。

Question 21

您知道这些产品可以合法进口到我的国家吗？

Accepted Answer

Monash Herbal Pharmaceuticals提供其澳大利亚系列产品，可运往世界各地的大多数国家。然而，您有责任确保产品是否可以合法地进口到目的地国家。从Monash Herbal Pharmaceuticals订购时，收货人是记录的进口商，必须遵守目的地国家的所有法律和法规。 运往澳大利亚以外的国家/地区的订单可能需要缴纳进口税等目的地国家征收的费用。国际货物的接收方可能需要缴纳进口税等费用。海关清关的额外费用必须由收货人承担; Monash Herbal Pharmaceuticals无法控制这些费用，无法预测它们可能是什么。海关政策因国家和地区而异; 您应该联系当地海关了解更多信息。如果需要通关程序，可能会导致超出原来估算的交付时间。如果海关以售出时的状况向Monash Herbal Pharmaceuticals退回货物，我们将减去运费后的余额退还给您。 Monash Herbal Pharmaceuticals也不负责确保产品可以合法进口到目的地国家。从Monash Herbal Pharmaceuticals订购，运送到澳大利亚境外时，您或记录的收货人须遵守目的地国家的所有法律和法规。因此，您应该在购买前检查限制进口货物的任何法律和法规。 请访问澳大利亚邮政国际，并选择您所在的国家/地区，查看所限制的“禁止产品列表”。本指南可帮助您确定是否需要向当地机构寻求更多信息。

Question 22

我所买的货物需要多长时间到达？

Accepted Answer

我们将尽一切努力确保在1-2个工作日内（周一至周五）发货，如果您在澳大利亚，您的订单可能需要3-7个工作日才能到达; 有时它会更快，有时会更长一些，具体取决于你的最终目的地。

Question 23

国际运输选项和费用如何？

Accepted Answer

海运25澳元固定费率。国际邮递时间根据每个国家及其邮政服务而有所不同。作为指南，大多数包裹会在8-21个工作日内到达您的国家。实际交付时间范围取决于当地运输系统的速度。您可以通过澳大利亚邮政发送给您的电子邮件中的链接在线上跟踪您的订单。

Question 24

澳洲境内送货形式及其费用如何？

Accepted Answer

澳大利亚境内的买家，只要在70澳元或以上，普通包裹邮寄是免费的。通常会在3至7个工作日收到货物（由所居住的地方而定）。

Question 25

如果我的付款方式出现问题怎么办？

Accepted Answer

如果您指定的付款方式存在问题而未能完成结算，我们会通过电子邮件通知您存在的问题。如果第二天无法完成结算，您的订单将自动暂停。我们建议您与银行联系，以了解有关转账失败的更多详细信息。如果您想添加或选择其他付款方式，请登录您的帐户并根据需要更新您的付款信息。我们将遵照我们的购买条款处理您的订单，在您的订单处理完毕并准备发货给您时通过电子邮件通知您。

Question 26

了解更多信息，请发送电子邮件至info@mhph.com.au

Accepted Answer

Enter your answer here

Question 27

如何发货？

Accepted Answer

所有的订单经由澳大利亚邮政发送。通常在收到订单后1至2个工作日会将货物寄出。货物从我们的仓库寄出后，您将收到来自澳大利亚邮政的电子邮件，确认货物正在运送给您，并提供您一个跟踪编号。

Question 28

有任何隐藏的费用吗？

Accepted Answer

没有！请注意，如果您位于澳大利亚境外，可能需要缴纳进口税，关税和目的地国家征收的费用，包括额外的清关费用。所有这些费用必须由您（收货人）承担。蒙纳仕药业无法预测和控制这些可能产生的费用。此外，各国和各地区的海关政策差异很大; 您应该联系当地海关了解更多信息。如果需要通关程序，可能会超出原来估算的交付时间。由于每个国家的法律不一样，蒙纳仕药业不负责确保产品可以合法进口到目的地国家。从蒙纳仕药业订购产品送往澳大利亚境外时，您或记录中的收货人必须遵守目的地国家的所有法律和法规。因此，您应该在购买前查询任何限制货物进口的法律法规，因为我们无法因此而退款。

Question 29

你们是否接受缺货产品的预订？

Accepted Answer

抱歉，我们目前没有延期交货预订系统。如果商品缺货，它将在网站上显示为“缺货 (unavailable)”；反之亦然，如果产品有现货，您将能够将其添加到购物车。

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