Q. Do you offer free delivery over a certain amount?
A. Order $199 and over to receive free Regular AusPost delivery (or over $99 for Rewards members). Order $385 and over to receive free Express AusPost or Courier delivery.
Q. How much and how fast is delivery?
Patients
A. Regular AusPost is $9.90. Express AusPost and Courier is $14.90. Toll is $19.90.
Please click here to view estimated delivery timeframes.
Q. Can you guarantee next day delivery?
A. No- Australia Post and Toll do not guarantee next day delivery.
Q. Can you deliver overseas, what is the time frame and cost?
A. Yes, we can deliver to you overseas. AusPost International Express takes 1-2 weeks worldwide. Costs depend on the weight of your order, and the delivery country.
Q. Can you assist with delivery issues or complaints?
A. We encourage feedback on the quality of delivery and will assist as much as possible.
We take all necessary steps to pass on delivery instructions, however, if the driver deems it unsafe to leave your parcel as instructed for fear it may be damaged or go missing, they will redirect it to the local post office. This is to protect your order and ensure you receive it.
Q. Can I get a refund/replacement if my product is faulty?
A. If you receive a product that appears to be faulty, we may request further information e.g photos and batch details. We will then need to contact the manufacturer and if they deem the product to be faulty then they will approve a replacement or refund. Please click here to view more information on our returns policy.
Q. Can I get a refund/replacement if my product is damaged upon delivery?
A. If your product is damaged during transit, please contact info@vital.ly and provide relevant images. All refund or replacements are up to our discretion. Please click here to view more information on our returns policy.
Q. Can I get a refund/replacement if my temperature sensitive product is warm upon arrival or left in the sun once delivered?
A. No refund or replacement will be provided if your parcel is delivered warm or is exposed to high temperatures during transit. Please click here for more information on temperature sensitive goods.
Q. Can I order a product without a script?
A. There is a single standard for all "practitioner" products - these can only be prescribed by a practitioner. vital.ly does not prescribe any practitioner products to a patient.
Patients are able to order from our retail range at their convenience.
Q. Can I order BioMedica, Metagenics, MediHerb, Othorplex White Label and BioCeuticals products via this site?
A. Yes - as long as you have been prescribed those products by your practitioner. We stock a comprehensive range of "practitioner" supplements - but we do not provide access. Your practitioner can easily manage your access to products via the "practitioner" section of our site.
Q. Purchasing online, shouldn't the products be more affordable?
A. Our range of non-practitioner products are priced very competitively. As for practitioner products, we do not control the price - these are set by your practitioner.
If you have any questions, please contact us.
