Frequently asked questions
Do you accept back orders for out of stock products?
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.
Can I place an order over the phone?
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 email@example.com.
What forms of payment do you accept?
We accept Visa, MasterCard, PayPal, WeChat Pay. Please have your PayPal or WeChat Pay logins handy to complete your order.
What if there is a problem with my payment method?
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.
Are there any hidden fees?
I can’t remember my PayPal account details. What do I do?
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.
How are orders shipped?
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.
What are your domestic shipping options and costs?
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).
How do I track my order?
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.
How long does it take for my order to arrive?
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.
I haven’t received my order within the specified timeframe. What do I do?
If your order does not arrive within the estimated time frame please contact Monash Herbal Pharmarceuticals consumer support via email: firstname.lastname@example.org, 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.
I know I’m not going to be home to sign for my order. What can I do?
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.
What are your international shipping options and costs?
$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.
Do you know if the products can be lawfully imported into my 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.
What is your return policy?
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 email@example.com and ensure you have your receipt handy which was emailed to your nominated email upon successfully processing your order.