FREE SHIPPING ALL ORDERS OVER $149

FAQ


ARE ALL THE PRODUCTS KETO APPROVED?

Yes. We do our very best to pass on Ketogenic or ‘Keto’ approved products to our Keto supporters. Please check the ingredients and nutritional labels to determine if the particular product is right for you.

 

HOW OFTEN DO YOU ADD NEW PRODUCTS?

We are constantly on the lookout for the best Ketogenic products so we can continue to offer the most comprehensive range under one roof. Since launching we have added additional delicious lines and are currently reviewing more products to introduce into the range very soon.

 

DO YOU SHIP INTERNATIONALLY?

No, currently we only ship within Australia and New Zealand.

 

WHAT ARE YOUR SHIPPING RATES?

We deliver our products via the Australia Post parcel system. Our national shipping and handling costs are based on total sales value. Purchases below $149 AUD incur a Standard Shipping fee of $9.99 AUD or Express Shipping fee of $14.99. International Shipping to New Zealand incurs a fee of $19.99. Orders above $149 AUD have free Standard Shipping within Australia.

 

WHAT PAYMENT OF METHOD DO YOU ACCEPT FOR ORDERS?

We currently accept VISA, MasterCard, PayPal, Afterpay, Zip Pay & Laybuy (within Australia & New Zealand) for all transactions.

 

AFTER I HAVE PLACED AN ORDER, HOW SOON CAN I EXPECT IT TO BE DELIVERED?

We aim to process all orders within 12 hours of receiving them and the courier or parcel system service will be arranged within 24 – 48 hours from the time of order. It may take a few additional days if we are waiting on a product from the manufacturer or supplier. During holidays and weekends orders will be shipped out the next available business day. Please select Standard Shipping, Express Shipping or International Shipping at checkout.

 

WHAT IF I RECEIVED THE WRONG ORDER?

If you received the incorrect order, we will provide you with a replacement as soon as we can. Please contact our Customer Service Team at hello@ketogenx.com.au and we will instruct you once we receive your email.

 

MY ORDER WAS RETURNED TO THE WAREHOUSE, WHAT CAN I DO?

In the event that your order is returned to our warehouse as undeliverable, unclaimed or refused, we will contact you via phone or email to try and rectify the problem. If the package is still undeliverable after a second attempt, you will be asked to provide a different shipping address. If the order was undeliverable in the first instance because of an incorrect or incomplete address provided to us, you may be required to pay for additional shipping. If the order is still undeliverable and has been returned to us, we will provide you with a refund minus all shipping costs.

 

I HAVE CHANGED MY MIND WITH MY ORDER, IS THERE ANYTHING I CAN DO?

You must contact our customer service department within 1 hour of your order to cancel it. Cancellations after 1 hour of the time of your order will not be allowed.

 

THERE IS A PRODUCT THAT I WOULD LOVE TO GET BUT CAN’T SEEM TO FIND. ARE YOU ABLE TO GET IT FOR ME?

We are always looking into new products, so if there is something that you would love for us to stock please contact our Customer Service Team at hello@ketogenx.com.au and we can look into it for you.

 

WHAT CURRENCY ARE COSTS DISPLAYED IN?

All costs, whether with or without currency symbols are in Australian Dollars.

 

CAN A GIFT CARD BE USED MORE THAN ONCE?

Yes, provided there is still a balance remaining on the card.

CAN MORE THAN ONE GIFT CARD BE USED TOWARDS A PURCHASE?

Yes. You can redeem another gift card during checkout.

HOW DO I CHECK MY BALANCE?

Send us an email at hello@ketogenx.com.au and we will let you know what your balance is.

 

CAN GIFT CARDS BE RELOADED?

No, you can't reload a gift card.

 

CAN A GIFT CARD BE USED TO BUY A GUFT CARD?

No, you can't use a gift card to buy another gift card.

 

CAN I BUY A GIFT CARD FOR SOMEONE ELSE?

Yes, you need to forward the gift card email to the recipient.

 

CAN A GIFT CARD BE USED TO PAY FOR SHOPPING AND TAXES?

Yes, gift cards are applied to the final order total which includes shipping and taxes. 

CAN GIFT CARDS BE USED IN CONJUNCTION WITH A DISCOUNT CODE?

Yes, gift cards are a form of payment. 

WHAT IF I LOSE MY GIFT CARD OR SOMEONE ELSE USES IT WITHOUT MY APPROVAL?

Gift cards should be treated and guarded like cash. We are unable to replace your gift card if you misplace it or someone uses it without your authorization. 

HOW LONG IS GIFT CARD VALID FOR?

Gift cards are valid for 12 months from the date of issue. 

WILL I RECEIVE A PHYSICAL GIFT CARD OR IS IT COMPLY AN ELECTRONIC GIFT CARD?

The gift cards we issue are electronic only via email. There are no physical gift cards issued.  

CAN AN UNUSED GIFT CARD BE REFUNDED?

The sale of gift cards are final and any unused gift card cannot be refunded.  

 

STILL HAVE MORE QUESTIONS?

Please contact our Customer Service Team at hello@ketogenx.com.au