How is my order delivered and what happens if I am not at home when my order is delivered?
Healthflame.com uses a registered  e-parcel mail delivery system through Australia Post to deliver parcels within Australia. All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes a card may get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first or follow the internet tracking details that will be provided by us. In order to ensure that your items ordered reach you in the best condition we have gone to great lengths to ensure that we employ an e-parcel tracking system that is both reliable and efficient.
For international orders a number of couriers can be employed to give you best service and all international customers will be advised of this.

How long will my order take to get to me?
Over 90 percent of orders are picked, packed and dispatched within 2 to 3 working days of placement, however this time can be even shorter if all items ordered are in the warehouse at time of receipt of order. Delivery times are reliant upon normal Australia Post delivery times.It is important to note that orders can only be dispatched Monday to Friday and depending on Australia post can take anywhere from 5 to 10 working days after dispatch from us, however we have been assured that delivery will in most instances will be quicker than this depending on where you live.

Is my order confidential?
All information collected by Healthflame.com is strictly confidential. We do not provide this information to any other party for any purposes. In addition, all Healthflame.com staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

How do I cancel an order?
The best way is to email us ASAP and we will cancel it. You must remember that in most cases, orders placed are dispatched the same or next business day. Orders that have been dispatched cannot be cancelled and will have to be posted back by registered post at the expense of the customer. As long as the packaging is in original condition and not damaged and tampered with, a full refund less postage will be provided.

Are there any restrictions on what I can order if I am ordering outside Australia?
Yes, we cannot supply certain lines to certain countries .We cannot send any product which are illegal or restricted in the country they are being sent to. We strongly recommend that if you are an overseas customer that you please view the overseas customs and courier guide listed for your country by going to this site  http://www1.auspost.com.au/international/

How are international orders sent?
Healthflame.com has partnered with Australia Post currently to ensure a fast cost effective delivery solution. The order is normally sent by Australia Post's Express post international or normal airmail depending on the customers choice. The cost of the freight is calculated once your order is placed with us, we will then advise you of the final freight amount via email and request that the final freight figure be paid before the order is dispatched, with the charge being showed in Australian dollars. If normal air mail is used we strongly recommend you take up the option to insure the order.

What happens if customs prevent my order from entering my country of stated delivery?
As each country in the world have their own custom requirements for specific products, it is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to Healthflame.com by customs in a resalable condition, we will refund the amount less the freight incurred by us to send the order in the first place. Once again we strongly recommend that you view the international freight guidelines by clicking on this link.http://www1.auspost.com.au/international/

Can you provide us with an estimate of what sort of freight charges we will be paying for deliveries within Australia and International?

Delivery Charges
Within Australia
0 - 5kg    AUD$15.95 
5- 10 kg  AUD$18.95
10-15kg  AUD$24.95 
15-22kg  AUD$29.95 

*Please note that Australia post places a a restriction on maximum dimensions of parcel and thus freight charges can vary. If this is the case we will first contact you via email or phone to confirm new freight charges and then dispatch the order.

Outside Australia
Using Australia Post's Airmail or Express Post International (Australia Post)

Up to 2 Kg Please refer to the following zone.

Zone A Air - New Zealand
Upto 2kg    AUD$38.95
Extra 500g or part therof  AUD$3.90 

Zone B Air Asia/Pacific
Bangladesh, Bhutan, Brunei, Cambodia, Caroline Is, China, Cook Is, East Timor, Fiji, French Polynesia, Guam, Hong Kong, India, Indonesia, Japan, Kiribati, South Korea, Laos, Macao, Malaysia, Maldives, Mariana Is, Marshall Is, Micronesia, Myanmar, Nauru, Nepal, New Caledonia, New Zealand, Pakistan, Palau, Papua New Guinea, Philippines, Pitcairn Is, Samoa, Singapore, Solomon Is, Sri Lanka, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis and Futuna Is.
Upto 2kg   AUD$47.30
Extra 500g or part therof  AUD$5.05

Zone C USA/Canada/Middle East
Afghanistan, Bahrain, Canada, Comoros, Cyprus, Hawaii, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Madagascar, Mauritius, Mexico, Oman, Qatar, Reunion, St. Pierre & Miquelon, Saudi Arabia, Syria, United Arab Emirates, USA and Yemen Republic.
Upto 2 kg  AUD$56.50
Extra 500g therof AUD$7.25

Zone D Rest of the World
The rest of the world
Upto 2 kg AUD$70.10
Extra 500g therof $9.65

Returns Policy

You may return most new, unopened items within 5 days of delivery for a full refund if the return is a result of our error (you received an incorrect or defective item, etc.). We'll also pay the return shipping costs.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. *Please note that Australia post places a a restriction on maximum dimensions of parcel and thus freight charges can vary. If this is the case we will first contact you via email or phone to confirm new freight charges and then dispatch the order.