FAQs

Online Price-Match Guarante

Q: What is your price-match guarantee?

A: Our price-match guarantee ensures that if you find a lower price on an identical item from a competitor, we will match that price.

Q: How do I request a price match?

A: To request a price match, simply contact our Customer Service team and provide them with the details of the competitor’s offer, including the product, price, and any applicable terms or conditions either via a link or screenshot.

Q: What qualifies for a price match?

A: To qualify for a price match, the item must be identical in brand, product, flavour & size to the one we offer. The competitor’s price must be currently advertised and available for purchase.

Q: Which competitors do you price match against?

A: We strive to be competitive in the market, and we are willing to consider price matches against reputable competitors. This does not include resellers such as; Amazon & eBay. Contact our Customer Service team with the competitor’s details, and we will evaluate the request accordingly.

Q: Do you price match both online and in-store prices?

A: Yes, we consider price matches for both online and in-store prices, as long as the competitor meets our criteria for a valid price match.

Q: How soon will I receive a response to my price match request?

A: Our customer service team will respond to your price match request as quickly as possible, usually within one business day. We appreciate your patience during this process.

Q: Is there a limit to the number of price matches I can request?

A: There is no set limit to the number of price match requests you can make. However, we reserve the right to deny excessive or abusive requests.

Q: Can I use a coupon or discount code with a price-matched item?

A: No, additional discounts, coupons, or promotional offers cannot be applied to price-matched items. The price match offer cannot be combined with other discounts.

Q: What happens if my price match request is approved?

A: If your price match request is approved, we will adjust the price of the item to match the competitor’s price before you make the purchase.

Q: What if I find a lower price after I’ve made a purchase?

A: Unfortunately, we cannot retroactively price match after a purchase has been made. Price match requests must be made prior to completing the purchase.

If you have any further questions or need clarification regarding our price-match guarantee, please reach out to our customer service team. We are here to assist you and ensure a fair pricing experience with Thrive Health & Nutrition.

Returns Policy FAQ

Q: How long do I have to return an item?

A: You have 7 days from the date of delivery to initiate a return. Please ensure that the item is unused, in its original packaging, and in resaleable condition.

Q: How do I initiate a return?

A: To initiate a return, please contact our Customer Service team with your order number. They will provide you with the necessary instructions and guide you through the return process.

Q: Are there any return shipping fees?

A: If the return is due to our error or a defective item, we will provide a prepaid return label. However, if the return is for reasons other than our error, the customer is responsible for the return shipping fees.

Q: Can I exchange an item?

A: Unfortunately, we do not offer direct exchanges. If you wish to exchange an item, please follow the return process and place a new order for the desired item.

Q: When will I receive my refund?

A: Once your returned item is received and inspected, we will process your refund. Refunds are typically issued within 3-4 business days to the original payment method used during checkout (This is dependant on your bank or payment method).

Q: What if my item arrives damaged or defective?

A: If your item arrives damaged or defective, please contact our customer service team immediately. We will work with you to resolve the issue promptly by providing a replacement or issuing a refund.

Q: Can I return a perishable or personal care item?

A: For health and safety reasons, we cannot accept returns on perishable or personal care items unless they are damaged or defective upon arrival. Please contact our Customer Service team if you have any concerns about these types of items.

Q: What if I received the wrong item?

A: If you received the wrong item, please contact our Customer Service team right away. We will arrange for the correct item to be shipped to you and assist you with returning the incorrect item.

If you have any further questions or need additional clarification regarding our returns policy, please reach out to our Customer Service team. We are here to assist you and ensure a smooth returns process with Thrive Health & Nutrition.

Shipping FAQ

Q: Where do you ship to?

A: We offer Australia-wide shipping.

Q: How long does shipping take?

A: Typically, orders arrive within 3-7 business days, while orders to Western Australia or rural Australia may take 1-2 days more.

Q: Can I track my shipment?

A: Absolutely! The status of your order will be updated via your order confirmation email.

Q: What if my package is lost or damaged during transit?

A: We take utmost care in packaging your items to ensure they arrive in excellent condition. In the rare event that your package is lost or damaged during transit, please contact our Customer Service team immediately. We will work with you to resolve the issue and ensure your satisfaction.

Q: Do you offer express shipping?

A: No, we do not currently offer express shipping. If you urgently need your parcel please contact our Customer Service team and we will do our best to accommodate your needs.

Q: Can I change my shipping address after placing an order?

A: If you need to change your shipping address after placing an order, please contact our Customer Service team as soon as possible. We will do our best to accommodate your request, although changes may not be possible if the order has already been shipped.

If you have any other questions or concerns regarding shipping that have not been addressed here, please don’t hesitate to reach out to our Customer Service team. We are here to assist you and ensure a smooth shipping experience with Thrive Health & Nutrition.