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Frequently Asked Questions

Payment
VPA.com.au accepts a number of different payments methods. Please visit our Payments Options page for a full listing of payment options including credit cards, cheque, money orders and direct deposit. All orders must be processed through the website. We do not accept orders by fax or email.

Sorry to hear about this. Please email us via sales@VPA.com.au the following information ASAP.

  • Name of Customer on Order:
  • Email on Order:
  • Date of Order:
  • Phone number on Order:

We will have the duplicate transaction refunded to you immediately. It will take 2-3 working days to appear on your online credit card statement.

Yes, we are. The company that owns VPA.com.au is "The Ausray Group Pty Ltd"; hence, the reason that it appears on your credit card statement and invoice.

  1. Check you have created your account using the correct email address (Log off and try to log back in to your account on our website). If your email is incorrect, please correct your email address in your account settings and email us via sales@VPA.com.au to update your order.
  2. Check your SPAM/JUNK folder as your email confirmation may have gone there (as it is an automated email).
  3. If these steps have not resolved your issue, please email us via sales@VPA.com.au the following information ASAP so that we can locate your order (we will contact you within 1-2 business hours):
    • Date of Order.
    • Email address used to order products.
    • What payment method did you use? Credit card or Bank Transfer.
    • What items did you order (INCLUDING flavours where applicable)?
    • Delivery address

It takes up to 2 working days for a bank transfer to complete.

You will receive an email on the morning that your bank transfer is received and you will receive a 2nd email that evening with your tracking information. If 3 working days has passed since you made your bank transfer, please contact us via sales@VPA.com.au with the following information:

  • Name on Order
  • Email on Order
  • Phone number on Order
  • Date of Payment
  • Name on Order
  • Bank that payment was made at: "Online - if the payment was made online.
  • Reference left for payment
  1. Make sure that you have the correct coupon code and that your coupon has not expired
  2. Add items to your shopping cart and proceed to checkout.
  3. Login Page - Create an account or Log into your account.
  4. Shipping Page - Select your shipping method.
  5. Payment Page - Enter your coupon number and hit 'Redeem'. Select the payment method for the remaining balance. The coupon value will be deducted from your total price before you confirm your order.
  6. Confirmation Page - Confirm order.

Other common problems with discount coupons include:

  • FREE item for purchase greater than $XX - The coupon applies only to purchases where the summation of items purchased exceeds $XX not including the free item. You must add the "free item to your cart".
  • Coupon Expired or code incorrect - Coupons that have expired can no longer be used.

Shipping

Shipping is FREE ANYWHERE in Australia. Please visit our Shippping page for more information.

No we do not accept international orders due to the weight of packages sent. However, you can get a colleague, friend or family member to have the item shipped to you themselves. They will need to fill in any international post paperwork.
Unfortunately, we do not offer a parcel pick-up facility at any of our sites.

Shopping
Please visit our section "How to Shop at VPA" for a detailed explanation of how to shop on our site.
Unfortunately there is very little that we can do in the short term. The Checkout Counter will not let you proceed until you have removed the item from your Shopping Cart. VPA uses a sophisticated shopping cart facility to ensure that products cannot be purchased that are out of stock. This is to protect you, the consumer, from lengthy product lead times. However, if you Contact Us with the details of the item which you wish to purchase, we will notify you of it's availability as soon as it is received.
You can change your address by going to the Account Details section and following the option to "View or change entries in my address book.". Remember, you are not able to change the address of a delivery once the payment has been completed and 10 minutes has passed.
Once you place an order, a confirmation email is sent immediately to your inbox. If you have not received this email within 2 hours, please login to your account and confirm that your email address is listed correctly. If your email address has been listed correctly, please contact us with your order details as soon as possible and we will see to the matter. If your email address has not been listed correctly all that is required is for you to correct the address. Your order will still be mailed to the correct address.
It happens to us all from time to time. So if you have forgotten your password, simply click on Password Forgotten and we will re-email you a temporary password. Once logged into your account, you will be able to change your password to whatever you find easy to remember.
Unfortunately, we are unable to reverse transactions through our payment gateway once a transaction has been put through. A cancellation fee of AUD$20 (regardless of payment method) will be deducted from your payment as well as a deduction for postage costs (to and from). The balance of your payment will be refunded by Cheque. Please view our Shipping and Returns Policy for more information about return timelines.
Unfortunately, once your order has been "Checked Out" you are unable to add to it. Simply complete a new order as soon as possible. If your order is received on the same day we will be able to send your order in one shipment.
  1. Our site is optimised for Google Chrome, so please try Chrome if you are not already doing so.
  2. If you are on a mobile device, please try a desktop computer.
  3. If you are behind a firewall of some description (especially at work places), please try a different computer network (a home PC or a mobile phone).
  4. If the above steps have not resolved your problem, please email us the following information (we will give you a call to take your credit card details over the phone):
    • Mobile Number
    • Delivery Address
    • Items (including size and flavours)
    We will create your order manually and then give you a call for your credit card details over the phone.
Unfortunately not. Our prices are the lowest that we can possibly make them and we pride ourselves on that. It's our way of giving back to our customers.
As at September 2015, all free products must be added to your shopping cart PRIOR to applying your coupon code. Please email us via sales@VPA.com.au and we will arrange to have the free product (only one coupon per transaction) sent out in your next order.

Sorry to hear about this. Please email us via sales@VPA.com.au the following information so that we check our pick and pack scaning to see how the problem has arisen.

  • Name on Order
  • Email on Order
  • Phone number on Order
  • Missing item/s: Name of Item, Flavour, Size, Qty

Security
VPA utilises the highest security platforms available to ensure that all personal details and transactions are processed securely. You will NOT have to leave this site throughout the entire checkout process. VPA does not have access to your credit card information and we are only informed whether the transaction has been authorised by St George bank. This enables us to offer customers a safe and speedy shopping experience.
  • Use of FREE web based email
    We allow our customers to supply us with a free web based email address however it will be treated with caution. Close to 100% of all credit card fraud is committed using fake e-mails provided by free web based e-mail services such as Hotmail.
  • Large orders
    Large orders may be verified with the customer over the phone before the products are dispatched.
  • Capturing of information
    We capture information such as your IP address so that it is possible to trace you back to your location at the time the transaction took place.

These are just some of the steps we are taking to make your shopping environment a safe and secure one. We hope you enjoy shopping with us.


General
We sure do. Please email us via sales@VPA.com.au from your defence/police force email account and we will respond. We cannot send out your discount code to a generic email address. Please do not request this as you will be politely declined.

Yes it is - If you look at the ingredients for most baby formulas, whey protein is actually one of the ingredients!

Whilst our WPI and WPC are safe to be consumed whilst pregnant or lactating it would be remiss of us to recommend products without knowing your specific circumstance.

If you have already given birth and are no longer breastfeeding, then you should try the following supplements to assist with losing post-pregnancy weight:

They sure are! We can confirm that all of our products are 100% WADA/ASADA compliant.
Unfortunately there are no current roles available; however, please email your resume to jobs@VPA.com.au so that we can keep it on file.
Unfortunately not. It's only one coupon or gift voucher per transaction.