Shipping & returns - Healthylife & Healthylife Pharmacy
Delivery policy
Healthylife orders are shipped Australia-wide using Australia Post E-parcel service or Startrack. Most orders are dispatched in 1-3 business days from order date.
You can track your order using the tracking number sent to you via email once your order has been packed and shipped. The email will be sent to the same email address you used to place your order.
Orders can take up to 10 business days to be delivered, depending on your delivery location. Please refer to the delivery timeframe displayed on your Australia Post tracking email for the most accurate ETA, and contact us at care@healthylife.com.au if you have still not received your parcel after the timeframe displayed.
Free Shipping
All customers will enjoy…
FREE Standard Shipping on orders over $80
and
FREE Express Shipping on orders over $119*
Standard shipping fee for orders under $40 = $9.95
Standard shipping fee for orders between $40 and $80 = $6.95
Express shipping fee for orders under $119 = $10.95
Any cart that contains a prescription item receives FREE Standard Shipping**
* A shipping handling fee may apply for orders weighing 10kg or more
** Any cold-chain items will carry an Express Cold-Chain Shipping fee:
- Healthylife cold-chain items: $10.95
- Healthylife Pharmacy cold-chain items: $15
Same Day Delivery
Same Day Delivery is the fastest shipping method offered by Healthylife, where if you order before the cutoff time (typically 1pm local time) you can have your order delivered that very same day - normally within a few hours.
Got questions on Same Day Delivery? Get answers.
- Is there an additional cost for Same Day Delivery?
- Same day delivery is offered for just $5 for orders $119 or more. For orders under $119, same day delivery costs $11.50.
- What is the cutoff time for placing Same Day Delivery orders?
- The cutoff for our Same Day delivery service is 1pm local time. After this time you can still place your order with our fastest delivery method, but it will be for Next Day delivery
- The cutoff for our Same Day delivery service is 1pm local time. After this time you can still place your order with our fastest delivery method, but it will be for Next Day delivery
- How can I track my Same Day Delivery order?
- After placing your order, our speedy warehouse team will prepare your items and get it all packaged up with the highest priority. By the afternoon you can expect to receive an SMS confirming that your order has been booked for delivery that day. Once it's collected by our driver, you will get another SMS that lets you track its delivery in real time as it makes its way to you.
- After placing your order, our speedy warehouse team will prepare your items and get it all packaged up with the highest priority. By the afternoon you can expect to receive an SMS confirming that your order has been booked for delivery that day. Once it's collected by our driver, you will get another SMS that lets you track its delivery in real time as it makes its way to you.
- What happens if my package isn't delivered on the same day as promised?
- Our teams try really hard to guarantee that we get all packages for same day delivery by 9pm that night, but sometimes things can go wrong. Never stress, if this occurs our Customer Care team will be across ensuring it goes for priority Next Day delivery and you can expect a full refund of the shipping cost.
- Our teams try really hard to guarantee that we get all packages for same day delivery by 9pm that night, but sometimes things can go wrong. Never stress, if this occurs our Customer Care team will be across ensuring it goes for priority Next Day delivery and you can expect a full refund of the shipping cost.
- Are there any restrictions on items eligible for Same Day Delivery?
- We do have a few restrictions on what items are eligible for Same Day Delivery. If your cart contains any of the below products, you won't be able to see or select Same Day Delivery when you place your order.
- Prescription products
- Cold-Chain delivery products
- Practitioner products
- Items with an AutoDelivery schedule
- Plus where we do not have enough stock in our local warehouse to guarantee we can deliver your entire order to you within those few short hours.
- We do have a few restrictions on what items are eligible for Same Day Delivery. If your cart contains any of the below products, you won't be able to see or select Same Day Delivery when you place your order.
- Can I schedule a specific delivery time within the same day?
- Unfortunately we don’t offer the ability to select specific hours for your delivery to take place at this time.
- Unfortunately we don’t offer the ability to select specific hours for your delivery to take place at this time.
- What safety measures are in place for Same Day deliveries?
- All items for Same Day delivery are packaged by the same team, and with the same level of care, as every other order we ship out. That means you can expect your items to be hand delivered to you in sealed plain packaging that stands up to even the longest of journeys across the country - it's just that your box is safely strapped into our driver's passenger seat.
- All items for Same Day delivery are packaged by the same team, and with the same level of care, as every other order we ship out. That means you can expect your items to be hand delivered to you in sealed plain packaging that stands up to even the longest of journeys across the country - it's just that your box is safely strapped into our driver's passenger seat.
- Can I change or cancel my Same Day Delivery order?
- If you no longer want your order, please contact our Customer Care team as soon as possible to help. You can reach them at care@healthylife.com.au, by calling 1300 463 342, or through live chat on our website.
- If you no longer want your order, please contact our Customer Care team as soon as possible to help. You can reach them at care@healthylife.com.au, by calling 1300 463 342, or through live chat on our website.
- Do you deliver on weekends and holidays?
- We don’t offer Same Day delivery on weekends or public holidays. For these instances however, you can instead choose our Next Business Day delivery option to have your parcel delivered by 9pm the very first day our team is back in the warehouse and packing orders.
- We don’t offer Same Day delivery on weekends or public holidays. For these instances however, you can instead choose our Next Business Day delivery option to have your parcel delivered by 9pm the very first day our team is back in the warehouse and packing orders.
- What happens if I'm not home to receive the delivery?
- If you track your live delivery progress, you have the option to message our drivers directly with instructions on how you want them to handle delivering your parcel to you. These can be instructions such as “Leave at my front door“ or “Someone will be there to meet you“. If for whatever reason a driver cannot deliver your order, it will be returned back to our nearby Healthylife warehouse where our Customer Care team will be in contact to arrange re-delivery
- If you track your live delivery progress, you have the option to message our drivers directly with instructions on how you want them to handle delivering your parcel to you. These can be instructions such as “Leave at my front door“ or “Someone will be there to meet you“. If for whatever reason a driver cannot deliver your order, it will be returned back to our nearby Healthylife warehouse where our Customer Care team will be in contact to arrange re-delivery
- Do you offer Same Day Delivery for businesses or only to residential addresses?
- We offer Same Day Delivery for residential only addresses. We can not make any guarantees when delivering to a business that we will be able to deliver before business closure.
- We offer Same Day Delivery for residential only addresses. We can not make any guarantees when delivering to a business that we will be able to deliver before business closure.
- How do I contact customer support regarding my Same Day Delivery order?
- For any questions or concerns, please contact our Customer Care team as soon as possible to help. You can reach them at care@healthylife.com.au, by calling 1300 463 342, or through live chat on our website.
Order Cancellations
Order cancellations can only occur before the order is in our warehouse packing process, which generally happens not long after an order is placed. We can verify the order status with you, however, we will not be able to provide a cancellation refund if an order is already in progress.
If you still decide you don't want the product anymore after you have received your order, please refer to the change of mind policy and return the goods to us within the policy period, and we’ll be happy to assist you with the refund.
Shelf Life Guidelines
We aim to supply products to our customers with sufficient time remaining on the use by date or best before date for food items (from order delivery date). Vitamins, supplements and pharmacy only items are dispatched with enough time to allow consumption of the product based on its minimum suggested dosage, at a minimum.
Should you be considering purchasing bulk/multiple quantities of an item that can not be consumed within normal personal consumption times, we recommend contacting our Customer Care team first to confirm the expiry date of stock on hand.
You can contact our customer care team at care@healthylife.com.au or via live chat Monday to Friday from 9am-5pm via www.healthylife.com.au.
Returns policy
Effective Date: 8 August 2023
Change of mind returns policy
If you have changed your mind about a product purchased from Healthylife, we will provide a refund [at our discretion], provided that the product:
is flagged with us for return, with valid proof of purchase, within 30 days of purchase;
- is flagged with us for return, with valid proof of purchase, within 30 days of purchase;
- is in its original condition, including with original packaging and seals intact;
- is not a product that is an exempt product (as set out in the “Products exempt from Change of minds returns below)
- Has not been used and, if a perishable product, is not expired or within 2 days of expiry
In certain circumstances, you may be required to provide further information such as photo identification. Information collected in this manner will be stored securely in accordance with the Woolworths Group Privacy Policy. Healthylife reserves the right to refuse a refund for unverified purchases.
Return shipping is at the customer's expense for Change of Mind returns.
This policy is in addition to your rights under the Australian Consumer Law.
Products exempt from Change of mind returns
We will not provide a refund for where you have simply changed your mind about any of the following products purchased from Healthylife (unless that product is faulty or Australian Consumer Law applies):
- Rapid antigen tests
- Baby formula
- Prescription Medicine
- Compounded ‘Pharmacy Only’ Items
- Perfumes & Colognes
- Refrigerated Items
- Bulk / Special Orders
- Clearance items
- Underwear, Intimacy and Sexual Health Products
If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.
How to process a return if I have changed my mind
- Contact us via live chat or at care@healthylife.com.au to notify us you want to return your item due to a change of mind, providing a photo of the item packaged in its box and your original order number. Our team will validate that the item qualifies for a change of mind refund.
- Package the item(s) to be returned safely into a box. You must quote your original order reference on the inside of the box or highlight it on the outside of the box for identification. Take a photo of the item in the box (this will be needed later).
- Go to your nearest Australia Post office and post the item back to us via Registered Post, to the address provided by the customer care team (return address may differ depending on your location). Do not forget to email care@healthylife.com.au with your tracking number as we need this to finalise your return.
- Once our customer care team validates the return conditions and the items are processed by Australia Post and on its way back to us, we will process your refund (Please note that refunds will be made using the original payment method stated on your proof of purchase and may take up to 5 working days to be processed.)
Healthylife Faulty products policy
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
If you receive an item that is faulty, we will happily:
- Refund the purchase price of the faulty product(s).
- Replace the product(s), of the same amount of the original purchased item(s).
For some high value items, Healthylife reserves the right to have the product assessed for acceptable quality prior to providing a solution.
How to process a return for a faulty product
1. Please contact us via our live chat or send us an email to care@healthylife.com.au, providing the details of the faulty product(s), original order details and a description of the fault including:
- Order number associated with your original order
- A description of the faulty product(s) to be returned and the fault you have encountered
- A photo of the faulty product(s)
2. Our team will assess the fault and once validated will email you a Returns Prepaid label to post the goods back to our warehouse (at our cost), including a return tracking number.
3. Pack your item safely in a box and go to the nearest Australia post office to post the item(s) using the returns label provided. Please note if you are not able to print the labels, the Australia Post staff can do this for you at the time of posting.
4. Once the return parcel is processed by Australia Post, our team will process your refund. The funds should be reimbursed within 5 working days, via the same payment method used for the order.
Proof of purchase
Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as your order confirmation, tax invoice or Everyday Rewards statement.
Any information collected will be stored securely in accordance with Woolworths Group's Privacy Policy. Healthylife reserves the right to refuse a refund for unverified purchases.