FREQUENTLY ASKED QUESTIONS
How do I place an order?
Add any product to your cart and checkout! You can also register for an account upon checkout to have your delivery details saved for convenience.
We accept payment by Visa, MasterCard, Paypal and will soon accept zipPay.
What is buy now pay later (zipPay)?
zipPay is a safe, simple, and convenient payment option, powered by zipMoney, that lets you shop online and pay later for your purchases – with no credit card and no interest ever. zipPay provides an account that allows you to pay the balance of your purchases at the end of the month, or to take your time with affordable monthly payments that suit your lifestyle and budget.
It’s quick and simple and is specifically designed to help you manage your online spending. For more information, visit https://zippay.com.au
What happens after I place an order?
You will receive an order confirmation email once you have placed an order. As soon as your order is dispatched a shipment confirmation email will be sent containing your tracking details for your parcel. If your order is delayed, please consult your tracking number for updates on its location and then speak directly with the courier.
How do I create an account?
If you have not yet created an account with us, you can register by following this link, or by creating an account while you checkout.
How do I sign into my account?
If you already have an account, you can login at the top of the website, or, follow this link.
Why are your prices so much lower than the competition?
We work on a Bulk Volume Model which enables us to be very competitive on a huge range of products due to our Buying Power. Our Loyalty Program further enables additional discount for repeat customers.
Will you price match a competitor?
Genesis Nutrition offers competitive prices on all of our products. Because of this, we do not price match any competitor’s web prices, sales or specials. If you do feel that we are too expensive on a certain product, however, please do contact us and let us know! Our staff members check and compare market pricing on a daily basis to ensure that we are offering you the most competitive prices available.
What are clearance items?
Clearance items may contain short-dated stock, or items that are due to be discontinued. Because we buy in bulk, there are instances where we may need to clear out older products in order to make room for new stock. We cannot accept returns for clearance items unless the product you receive has been damaged.
What are stacks and combos?
A supplement stack refers to 3 or more products that work well together. We collate and prepare products stacks to save you time and money on supplements that excel.
A supplement combo refers to 2 products that work well together. We pair and promote product combos to save you time and money on harmonious goods!
Orders placed before 2pm AEST Monday-Friday will be shipped on the SAME business day.
Orders placed after 2PM, during sales events, or on weekends will be dispatched on the next business day. This means orders placed on Friday evening, Saturday, or Sunday will leave on Monday.
How much does delivery cost?
Genesis Nutrition offers free delivery on all orders over $99!
Australia-wide delivery, for orders OVER $99 we charge a flat rate of $9.90.
When will I receive my order?
Between 2-4 business days is a typical timeframe, so long as:
- Your order is placed before 2pm AEST Monday-Friday
- Your payment is cleared instantly (i.e.: PayPal or Credit Card)
- You are not in a remote location (this includes Western Australia, South Australia and Northern Territory)
We utilise multiple shipping companies to ensure you get your items as quickly as possible. As soon as your order is dispatched a shipment confirmation email will be sent containing your tracking details for your parcel. It is the customer’s responsibility to make sure the NAME and ADDRESS specified on your order is correct. We will endeavour to assist as much as possible with the tracking and speed at which the product is delivered to you, but please understand that beyond dispatch, delivery is the responsibility of the courier or shipping agent delivering the item(s) to you.
You can track your items here:
Do you ship outside Australia?
At this stage, we do not ship to addresses outside Australia.
My order hasn’t arrived, or is late:
We’d love for your order to get to you as soon as possible, however sometimes delays can happen. If your order has not arrived within 10 business days, please Track Your Parcel with the appropriate shipping company and direct your query to them. Unfortunately, as soon as the parcel leaves our warehouse, we aren’t able to speed up its delivery. If you are unable to resolve your order status with the courier, please Contact Us and we will endeavour to find it for you. If your order is confirmed lost by our shipping company then we will replace your order and resend it.
My order was damaged when I received it:
Unfortunately sometimes this can happen. If your order looks like it’s been damaged in transit or is faulty in any way, please take photographs of the damaged product and supply them to us within 24 Hours of accepting your order. You can begin the claims process by email or by phone at 1800 443 637 47. For more details please click read our Returns policy.