Q. Do you offer free delivery over a certain amount?
A. Order $199 and over to receive free Regular AusPost delivery. If your client orders over $199 they too receive free standard delivery (or over $99 for Rewards members - free to join). Order $385 and over to receive free Express AusPost delivery. If your client orders over $385 they too receive free express delivery
Note: Free delivery is not available for international orders.
Q. How much and how fast is delivery?
Patients
A. Regular AusPost is $9.90. Express AusPost and Courier is $14.90 Australia wide. Toll couriers is $19.90 (unavailable for orders over 1kg outside NSW or to these postcodes).
Practitioners and Students
A. Regular AusPost is $11.90. Express AusPost and Courier is $14.90. Toll is $25.90 (unavailable for orders over 1kg outside NSW or to these postcodes). Please click here for our 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 average 1-2 weeks worldwide. Costs will depend on the items you are ordering and the country we are sending to. Delivery costs for all international orders will only display after you've added products to your cart and entered your country. The price will automatically display once this information is entered.
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 my patient 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 a registered practitioner, you can access any product from any brand, provided that brand allows for your modality to access their products.
Q. How much does it cost to use the service?
A. The service is free.
Q. How long does it take to sign-up and how do you verify my practitioner/student status?
A. 5 minutes. The sign-up process is relatively straightforward and provided you have all your information (like your association membership no.) it should take 5 minutes max. If you want to add your free listing info when you sign up it might take a little longer.
Once you have signed up, we confirm your details with the relevant industry body and depending on your modality and brands you wish to access, sometimes we will need to check individually with certain brands.
Q. How can I upgrade from a student to practitioner?
A. You can request to update from a student to a practitioner via your dashboard on our site.
Once you have requested to upgrade, we confirm your details with the relevant industry body and depending on your modality and brands you wish to access, sometimes we will need to check individually with certain brands.
If you have any questions, please contact us.
