FREQUENTLY ASKED QUESTIONS

PAYMENT

What forms of payment do you accept?

VPA 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.

Does VPA save my Credit Card details?

VPA does NOT store any credit card details nor does ANY other party. We use Commonwealth Bank's latest "token technology" meaning you only need to enter your credit card details ONCE on our site. For future transactions our bank will charge your credit card based on your account with us.

I've accidentally made a duplicate transaction/payment.

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.

Are you The Ausray Group Pty Ltd?

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.

I have not received an emailed confirmation but my payment has gone through

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.
Check your SPAM/JUNK folder as your email confirmation may have gone there (as it is an automated email).
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

How do I use a discount coupon?

Make sure that you have the correct coupon code and that your coupon has not expired
Add items to your shopping cart and proceed to checkout.
Login Page - Create an account or Log into your account.
Shipping Page - Select your shipping method.
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.
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

How much will shipping be and how long does it take?

FLAT RATE SHIPPING is applied across Australia. Please visit our Shipping page for more information.

Do you ship outside of Australia?

Yes we ship internationally.

Can I pick up items from your warehouse?

Unfortunately, we do not offer a parcel pick-up facility at any of our sites.

SHOPPING

How do I shop at VPA?

Please visit our section "How to Shop at VPA" for a detailed explanation of how to shop on our site.

An item that I was about to purchase is listed as out-of-stock. What can I do?

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.

How do I change my address?

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.

Has my order been received?

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.

How do I get my Password back?

It happens to us all from time to time! Don't worry. If you have forgotten your password, simply click on Forgotten Password on the login page and we will email you to create a new one.

Once logged into your account, you will be able to change your password to whatever you find easy to remember.

Can I cancel something after I have ordered?

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.

Can I add to my order after it has been processed?

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.

I am having a problem placing an order OR creating an account

Our site is optimised for Google Chrome, so please try Chrome if you are not already doing so.
If you are on a mobile device, please try a desktop computer.
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).
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.

Do you offer discounts for large purchases?

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.

I have added a coupon code to an order but have not received my free product?

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.

I am missing an item/s from my 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

Is ordering on your site secure?

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.

What security measures do you use?

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 QUESTIONS

Do you have ADF, Police or Service men and women discounts?

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.

Is VPA whey protein safe for pregnant or breast feeding mums?

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:

Do you have any samples so that I can introduce my clients?

Yes, we do!

Are ALL of your products WADA/ASADA compliant?

They sure are! We can confirm that all of our products are 100% WADA/ASADA compliant.

Do you have any jobs/vacancies at VPA?

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.

Can I use more than one coupon/gift voucher in a transaction?

Unfortunately not. It's only one coupon or gift voucher per transaction.

Opting in to SMS UPDATES

By entering your phone number in the checkout and initialising a purchase, subscribing via our subscription form or a keyword, you agree that we may send you text notifications (for your order, including abandoned cart reminders) and text exclusive marketing offers. Text marketing messages will not exceed 30 a month. You acknowledge that consent is not a condition for any purchase.

UNSUBSCRIBE TO SMS UPDATES

If you wish to unsubscribe from receiving text marketing messages and notifications reply with STOP to any mobile message sent from us. You understand and agree that alternative methods of opting out, such as using alternative words or requests will not be accounted as a reasonable means of opting out. Message and data rates may apply.

For any questions please, you can also contact us for more information. If you wish to opt out please follow the procedures above.