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Frequently Asked Questions

Restricted Items


Due to Australia's import regulations, some products may not be available for purchase. For certain items, a message will appear in the cart along with instructions to remove that product before you’ll be able to complete your purchase. HOWEVER, we cannot guarantee that our restriction information is always up to date and it’s possible that a restricted item will not trigger a message in your cart. As regulations change constantly, we strongly recommend that you check with your local authorities for information on regulations that may affect your ability to receive your order.

Unfortunately, we cannot issue a refund of any kind for orders seized or destroyed by Customs unless the order is returned back to our warehouse in an undamaged and resalable condition. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. In addition, if Vitacost.com is billed for the cost of the return shipment due to restrictions, you may be responsible for that cost, too.

To ensure your package does not get held up in customs, please ensure you do not order: vitamins, supplements or other “therapeutic” products intended for pets; supplements derived from Asian herbs; food and beverages made from animal products including dairy ingredients. Commercially prepared and packaged supplements, including probiotics, are acceptable purchases, however. Please do not order more than a three months’ supply.

In addition to prohibited items, we are unable to ship free samples and all products requiring cold packs internationally.

We welcome your feedback. If you find a product that needs to be restricted or allowed to ship to Australia, please contact us with the product name and a link to the relevant regulatory agency policy from your local authority’s website. We’ll inspect the issue immediately and update our restrictions accordingly.

International Payment Methods


Accepted forms of payment currently include:

  • Credit cards associated with Visa, MasterCard, American Express, Discover, and JCB
  • Debit cards associated with Visa or MasterCard
  • PayPal where available

If you experience difficulties using your credit or debit card to make an international purchase, please first contact your bank to ensure that your card has been enabled for international purchases. This will nearly always fix your issue. Please note that all prices are listed in USD unless otherwise noted.

International Shipping Options


We work hard to get great shipping rates from our couriers so we can pass the savings on to you. Shipping costs for international packages are based on the weight and size of your order. Simply place items in your cart, select your country and click on “calculate” to see your options. You’ll be given all shipping options and exact costs during the checkout process, after you have selected the delivery address for your order. Delivery time frames are estimates only and do not take into account weekends, holidays, or processing and packing (please allow 24 to 48 hours for packing). Please allow your order time to pass through customs procedures; an international order will not be considered ‘lost’ until 60 days from the date of shipment. We are unable to process claims until the 60 day period has passed. Although delivery estimates may vary depending on your country, basic information on your options is below:p>

Landmark International Expedited

  • Estimated delivery in 7 to 11 business days
  • Flat Rate of $19.20 up to 3.6lbs, $3.99 per pound thereafter (rate is inclusive of GST tax)
  • PO Box only
  • Full tracking available
  • $700 USD order limit
  • Packages will not require additional duty and tax at delivery.
  • 10% Australian goods and services tax (GST) will be applied at checkout

Australia GST information:

Q: Why am I being charged tax on my item?

As of July 1, 2018 the 10% Australian goods and services tax (GST) will be applied to low value imported goods, including the transportation of goods.

Q: How much is the GST tax?

A: The Australian goods and services tax (GST) rate is 10% on low value imported goods, including transportation of goods. Please direct further inquiries to the Australian Taxation Office for more information. https://www.ato.gov.au/. If you have any questions related to the tax amount or calculations on your Vitacost order, please email internationalreturn@vitacost.com and include your order number.

Q: Why are DHL or Fedex no longer offered as shipping carriers to Australia?

A: As of July 1, 2018 the 10% Australian goods and services tax (GST) will be applied to product purchases and shipping fees. Due to this change, we are unable to offer DHL or Fedex to Australia at this time. However, we hope to allow other shipping options in the future.


Refund Policy


If an item is missing, damaged or you are not satisfied with it, please contact us via chat or email to request a refund within 90 days of your purchase. For refunds of damaged products, a photo is required; please reach out to us before discarding the damaged product.

Please keep in mind:


If you are ordering large quantities of a product or more than a 90-day supply of an item, please chat, email or call us before you make your purchase to check the expiration dates of the items we currently have in stock. Food items, personal care products, herbs and other supplements generally have shorter expiration dates and will be unable to refund products that have an expiration date within the next 90 days.

Due to both customs regulations and shipping costs, we cannot issue replacements or accept returns on items shipped to addresses outside the United States.

3rd Party Shipping Companies /Freight Forwarders


Using international freight forwarders or 3rd party shipping companies can be a convenient way to receive orders to your foreign address. However, please know that if you elect to use this type of service, we cannot issue you a refund of any kind or accept any return of any order handled by any outside courier. We cannot be held responsible for any damage or loss that occurs due to handling of your order by an outside courier. If you experience any kind of damage or loss when using this type of service, please contact the 3rd party company for remedy.

Fraud


Don't even think about it. Seriously. Our fraud team will catch you, and we will prosecute you to the fullest extent of the law. Vitacost.com actively prosecutes fraudulent behavior at every opportunity. If you feel that your account has been inaccurately marked as fraudulent, please contact us immediately and we’ll work quickly to sort it out.

Errors in Address


If you make an address error on your order, please note that we cannot change the delivery address after an order has been submitted. Please know that we work directly with our shippers to help resolve address issues where possible, but we cannot be held responsible for any delays, fees, or other delivery issues if you've made an error in the shipping information on your order. If such an error causes an order to be rejected, lost, or destroyed, we cannot issue a refund or replacement of any kind. If the error causes the order to be sent back to us, you may be responsible for return shipping fees, and we'll only be able to refund you for the cost of merchandise only.

Violation of laws


Please familiarize yourself with your country's import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of law. Items sold at Vitacost.com are intended for personal use.

Customer Refusal


Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we'll instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.

Customs Seizure


Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we'll instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.

Package loss


Although it is rare for international orders to get lost, please be aware that it can happen. International orders may take up to 45 days to clear customs, depending upon delivery method and government procedures. An international order will not be considered “lost” until 45 days have elapsed from the date of shipment. We are unable to process claims until this 45-day period has passed. Refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that we do not offer replacements or store credits. In the event that your order has been lost, you must report it as lost to us within 90 days of date of purchase. Please contact us by email, or live chat, 7 days a week, to discuss your options. For information on how to contact us, please click here.

Important Notice: Due to potential shipping and delivery delays associated with COVID-19, an international order will not be considered “lost” until the specified wait period has passed from the time of shipment. Wait periods vary based on shipping location and carrier.

FedEx International, SF Express & Landmark Global: 15 business days

DHL: 70-90 days, depending on service method

Please note that these wait periods will replace any lost order time frames under our standard Package Loss policy until further notice.

Digital purchases


Unfortunately, we cannot issue refunds on digital purchases or opened DVD packages. Please contact customer service if you have a problem with a digital purchase. For information on how to contact us, please click here.

Disclaimer


Vitacost.com cannot be held responsible for any laws or regulations that result in Customs applying additional cost to your order, whether tax or duties, nor any related delivery delays or seized products. However, please note that the vast majority of international shipments do not experience problems or delays, and our customers are very rarely assessed additional fees. In the event additional fees are assessed to your order, your local Customs authority will contact you directly. By ordering from Vitacost.com, you agree to our policies above. Vitacost.com reserves the right to change these policies at any time, and we also retain the right to refuse service to any customer at our sole discretion.

International Customer Service

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