Orders & Shipping
How long does it take to process an order?
We aim to pack and dispatch orders within 1–2 business days. Once it's with the carrier, delivery time depends on your location and the service you chose at checkout. We can't guarantee delivery times - carrier timeframes change constantly and are outside our control.
Who do you ship with?
Australia Post, iMile and Couriers Please. The carrier is assigned when your order is packed.
Do you offer express shipping?
Yes - regular and express postage are both available at checkout. Express moves faster through the network once it's dispatched, but it doesn't change our 1–2 business day packing time, and delivery timeframes still aren't guaranteed.
Do you ship internationally?
Yes.
Can I change my shipping address after ordering?
Email support@naternalvitamins.com.au straight away with your order number. If we haven't packed it yet we can usually update the address. Once the shipping label is printed we can't change it, but we'll send you tracking so you can arrange redirection with the carrier.
Can I collect my order from your warehouse?
Yes, you can collect your order between hours Mon–Fri 9am–2pm. You must place the order online and select "Warehouse Pickup". You will recieve an email when your order is ready for collection.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping times and rates vary by location, and all available options will be shown at checkout.
Track Order
How do I track my order?
You'll receive a tracking link by email as soon as your order is dispatched. If you have an account, your tracking is also in your order history.
My tracking hasn't updated in a few days — what should I do?
Scans can stall over weekends and public holidays, and parcels sometimes move without being scanned. If there's been no movement for more than 3 business days, email us at support@naternalvitamins.com.au with your order number and we'll chase it with the carrier.
My order says delivered but I don't have it.
Check with anyone else at the address, and look anywhere the carrier might leave a parcel out of sight. If it still hasn't turned up, get in touch — we'll investigate with the carrier and make it right.
My parcel wasn't collected and went back to you. What now?
If a parcel isn't collected from the post office in time it's returned to us, and our carrier charges a return fee. We'll email you with two options:
- Send it again — a $15 re-delivery fee applies, covering the return charge and new postage. Happy to send it to a different address.
- Refund it — we'll refund your order minus the $15 return-to-sender fee.
Returns & Refunds
Can I return a product if I change my mind?
No. We don't accept returns or offer refunds for change of mind. Once an order has been delivered it can't be returned, exchanged or refunded — this includes ordering the wrong product, changing your mind about a formulation, or no longer needing it.
Why won't you take products back?
All Naternal products are TGA-listed medicines. Once an order leaves our warehouse we can't verify how it's been stored, which means we can't return it to stock or send it to another customer. It's a standard position for therapeutic goods and one we hold firmly.
This doesn't affect your rights if something is wrong with your order.
I've changed my mind and my order hasn't shipped yet.
Email support@naternalvitamins.com.au as fast as you can and we'll check where your order is. If we haven't packed it, we can cancel it. A $10 restocking fee applies — it covers finding your order, unpacking it, cancelling the label and returning the products to stock — and we'll refund the rest to your original payment method.
Once your shipping label has been printed, your order is committed to our carrier and we can't recall it. We usually pack the same day, so this window is short. Please don't wait to contact us.
My order arrived damaged, wrong, or incomplete.
We'll make it right, quickly, and at no cost to you. Get in touch if:
- Your order arrived damaged, crushed or leaking
- You received the wrong product
- Something was missing from your order
- There's a problem with the product itself — the capsules, the labelling, or the expiry date
Send a photo where you can and we'll get a replacement out to you. You don't need to send anything back, and there's no fee. If you'd rather have a refund, or we're out of stock, we'll refund you in full.
How long do refunds take?
Once we process a refund it usually appears in your account within 5–10 business days, depending on your bank or payment provider.
What if a product doesn't agree with me?
Please stop taking it and get in touch — we want to know. We'd also encourage you to speak with your doctor, midwife or pharmacist, and to seek medical advice.
What are my rights under Australian Consumer Law?
Nothing in our policy limits your rights as a consumer. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Subscriptions
How does a subscription work?
Choose the subscribe option on any product page and your order ships automatically at the frequency you select. You'll be charged each time an order is created.
When will I be charged?
We email you 3 days before every subscription order. That email is your window to skip, change or cancel.
How do I skip, change or cancel?
From the link inside your reminder email, or from your account under Manage Subscription. You can cancel at any time — there's no minimum, no lock-in and no cancellation fee.
I forgot to skip and my order has already gone through.
Once an order has been processed and labelled we can't recall it — the same as any other order. Get in touch as soon as you can and we'll look at your options, and we can skip your next one.
Can I change what's in my subscription?
Yes — you can swap products, change quantities and change frequency from your account.
Do I get a discount for subscribing?
Yes, 10% off every order plus free shipping, always.
Using Our Products
When should I take my supplements?
Always read the label and follow the directions for use. If you're unsure, or you're taking prescription medication, speak with your doctor, midwife or pharmacist.
Can I take Naternal products together?
Many of our products are designed to be taken alongside each other, which is why we offer bundles. If you're combining several products, check the labels and speak with your health professional — particularly if you're already taking other supplements or medication.
I'm pregnant or breastfeeding — is this suitable for me?
Our entire range is safe for pregnancy and breastfeeding. Creatine is the exception where there is not enough safety data, so please speak to your healthcare professional.
Are your products TGA-listed?
Yes. All Naternal supplements are listed on the Australian Register of Therapeutic Goods (AUST L). Every product page shows its AUST L number.
Where are your products made?
At our manufacturing facilities in Brisbane, Queensland.
Are your products vegan / vegetarian / gluten free / dairy free?
Yes, the entire range is.
What's the shelf life, and how should I store them?
Every bottle has an expiry date printed on it. Store as directed on the label. We don't ship stock that's close to expiry.
I've missed a dose.
Just take your next dose as directed. Don't double up.
Secure Payment
Payment safety
Is it safe to pay on your site?
Yes. Payments are processed through Shopify's secure checkout, which is PCI DSS compliant and encrypts your card details in transit. We never see or store your full card number.
What payment methods do you accept?
Visa, Mastercard, PayPal, Apple Pay, Google Pay and Shop Pay.
Do you offer Afterpay, Zip or other buy-now-pay-later?
Yes we offer Afterpay and Paypal Pay-In-4
Why was my payment declined?
Declines come from your bank, not from us. The most common causes are an incorrect card number or expiry, a billing address that doesn't match your card, or your bank flagging the transaction. Try again, use a different payment method, or contact your bank.
Will I be charged in Australian dollars?
Prices display in AUD by default. If you've switched currency using the selector, you'll be charged in the currency shown at checkout. Your bank may apply its own conversion or international transaction fee.